Our Customers, colleagues and communities are at the heart of what we do. Therefore as a result of the Covid-19 situation and following the recommendation of the WHO and various Governments, we are taking a number of actions that prioritise their concerns.
Many of our teams are now working from home. We have also applied the advised protocols for the remaining colleagues who are maintaining our operation, including cleaning work spaces, following hygiene requirements such as washing hands regularly & thoroughly, providing hand sanitisers and promoting ‘social distancing’.
Will deliveries be impacted?
We have good stocks and are deliverying many orders next day, however in certain parts of the country delays can occur. If we anticipate a delay with your order one of our customer care team will contact you via email as soon as possible.
Are deliveries contactless?
Yes, we are working with all the major carriers who have adopted contact free deliveries.
Our normal return policy is still in place but if you have a concern about a return or are having to self isolate then please contact our customer care team who are always here to help.
How much do you charge for delivery?
We like to keep things simple. Delivery is FREE on all orders above £50 to any UK mainland address. For any order below £50, there is a charge of £4.95 to cover postage and packaging. (For delivery to Channel Islands and the Scottish Islands please contact us).
Please note: There may be an extra charge for pallet deliveries to the very South of England and Northern Scotland due to surcharges levied by the pallet companies. If this is to be the case, we will contact you regarding this before the goods are sent out.
When will I receive my order?
We always endevour to deliver your items as quickly as possible. The majority of items are dispatched the same day if ordered before 4pm and can be expected to be received within a couple of working days. Some orders may take between 3-5 working days (especially during busy times). Delivery timescale estimates are detailed for each individual product.
If it is an oversized item, we will get in touch to arrange a suitable delivery date with you.
When your order is dispatched we will automatically email you with the dispatch method and full tracking details (if applicable).
If you need to receive your order faster, please get in touch as we may be able to help!
Please click on the corresponding couriers to track your parcel.
Both couriers will give you a 1 hour time window and several options to manage your parcel delivery within the tracking number we provide to you via email. (Including leaving the item in a safe place or changing the delivery day)
Please note that if your shipping confirmation has been sent via Royal Mail at this stage it cannot be tracked. We do send all Royal Mail items out 1st Class so delivery should take a couple of days.
How will it be delivered?
We deliver most items via a range of couriers, for larger items they will be delivered on a pallet due to the size and weight.
Please note that if an item is to be delivered by a pallet (the majority of heavier or larger items such as Massarelli Fountains, Granite Water Features, Barbecues etc.) the pallet company will call you to book in the delivery date. Pallet deliveries are to the Kerbside only.
Will I need to be in when my order arrives?
Some couriers will leave your order in a safe place without need for a signature, however, if a signature is required and you aren’t in they will leave a card allowing you to arrange a suitable delivery time. When you place your order there is a comments box which you can use to put specific delivery information in.
If you have any specific delivery requirements, please contact us and we'll do everything we can to meet them.
When you receive your order
Although we do everything we can to get your order to you as safely as possible, it's very important to check your order immediately for any visable signs of damage. Please check your order immediately after receiving it and let us know of any damages straight away by calling 01226 388 889. Full details can be found in the Terms & Conditions.
Damages must be reported within 7 days.