Revitalising your outdoor space

Delivery FAQ's

• What are your delivery charges?

  

  

  Our delivery charges vary according to the size and weight of your order; where you want your order delivered and how quickly you require it. Our lowest standard delivery charge to a UK mainland address for small items/light items/inexpensive items is £5.95, although this can vary from time to time for a number of reasons.

  For a more accurate quote of the delivery charge for your order please enter the appropriate delivery details at the checkout stage. If ordering from overseas, we may need to contact you to confirm it is accurate.

  From time to time we may offer lower or free delivery charges based on baskets of a certain value. If you wish to be advised of these offers please register for our newsletter.

• When will my order be delivered?

  

  

  For most small item orders you can choose faster delivery options at the checkout stage, however for items in stock (as shown on the product page, note the availability guide and estimated shipping date below the item weight), through the year our UK standard delivery time is between 2-7 working days, however in practice (and in normal times) most express orders are despatched within 24 hours of receipt and should be expected within 2 working days if you are on the UK mainland.

  Please note that express delivery means express from the availability date shown on the product page, not necessarily from today. Note these are still not 'normal' times (will they ever be?) and if your order is urgent, and we have it in stock, please choose the NEXT DAY service.

  During periods of exceptional demand, such as in the run-up to seasonal gift times, these lead times can be lengthened slightly. Although we obviously try and make accommodations for such occasions, however due to the nature of the business, it is difficult to cover all eventualities.
  

  If you are concerned about your order, please email or phone customer services although please be aware that at busy times all our operators can be occupied and the best way of communicating with us may be by email. We are always likely to respond better to guilty parties that fess up to having left their loved ones gift appallingly late, than someone who just 'wants it now'!

  
  If one or more of your items is not in stock we would prefer to despatch your entire order at the same time and thus your order will leave us within 48 hours of the delivery date quoted on the latest item at the order stage. If this changes, we will contact you to determine if you want to split the shipments.

  
  If you would like us to delay despatch of your order if it is a gift, please give us a call or place a note in the 'gift message' section with the date you want it despatched. Unfortunately, we cannot guarantee delivery on a specific day unless you order an appropriate next day delivery service.

• When will my Furniture or Bulky order be delivered?

  

  

  Outdoor furniture and bulky orders, because of the size/value of the shipments, can be a little more complex than ordering gift or decor items. Also we understand the nature of customers outdoor projects can also be challenging.

  The arrangments are bespoke to the items involved, but since this is the core of our product offer for the last 20 years we have developed appropriate systems and routes for handling them.

  Please do check our emails as some will require your urgent attention and should be read carefully.

  The key to a succesful delivery is, as ever, to communicate any problems you might anticipate there might be to us as soon as you are aware of them.

• Can I specify when my item will be delivered/choose Super Express Delivery?

  

  

  Normally for most UK orders you can choose 'next working day' and 'next working day before Noon' options at the checkout stage in addition to standard express delivery.

  The availability of these options is dependent on your location, the size of your order, the time/day ordered and the costs of each are specified at the checkout. Details are specified at the basket stage.

  At exceptionally busy times or when bad weather makes it impossible these services may be withdrawn or restricted at short notice. If we cannot deliver an item within your chosen time-frame we will endeavor to let you know as soon as possible.

  Please give as many contact details as you can when ordering and ensure that someone will be in to sign for the goods which may be delivered by courier. Goods ordered under the small items service will be delivered by Royal Mail.

  Please also note that certain items and post codes are excluded from special deliveries but that we cannot currently detail this at item level. We will contact you if we cannot deliver by your chosen method and make alternative arrangements.

  Obviously if you have paid for a specific service and we cannot deliver it, we will refund any difference back to the service we can deliver.

• Can I request a Saturday/Sunday delivery?

  

  

  We are currently able to offer a Saturday or Sunday delivery service at the checkout stage for most small to medium items sent from our main warehouse.

  However this may not always be possible and additional charges will apply. If you are in any doubt about the availability of this service please call 0345 6062505.

  Please also note the details above which also apply to the weekend options and also the cut off times which are noted at the checkout (normally Friday noon).

  Items ordered after this point will be scheduled for delivery the following Saturday/Sunday however we will try and contact you if there is any doubt.

• How will my item be delivered and how can I get more information?

  

  

  We use a variety of couriers to deliver orders including our own vehicles, however most standard orders will be delivered by courier depending on the weight/size of the ordered items.

  When you enter your email address at the checkout stage you will receive an email on despatch detailing how your item has been sent and other relevant information.

  Entering a mobile number may also allow the courier to send you a SMS message nearer to the delivery time and a tracking number to allow you to see where the parcel is in the system.

  Some of our couriers are also developing smartphone technology allowing you to get order updates and amend information whilst the product is on the way to you.

  By Courier.
  If you give us a valid email address and mobile no. at the checkout stage, you will be advised when your order has been despatched and the method it was despatched by which may include the name of the courier and a consignment no. The service used will depend on the nature of your order and the delivery service chosen at the checkout.

  PLEASE NOTE THAT SOME OF OUR COURIERS MAY ATTEMPT HOME DELIVERIES UP TO 9PM IN THE EVENING.

  If you are not going to be in when delivery is likely to be attempted and wish to give directions as to where it should be left, you must leave a signed note in a prominent position quoting the parcel/consignment no. or alternatively, when the courier service allows it, use the options buttons in any communication or their 'app' to arrange it. For further information on these services see here.

  We obviously cannot accept liability for missing goods that have been accepted for delivery in this manner. If you are not in when delivery is attempted a card should be left with instructions as to what will happen next.

  Please follow the instructions as soon as possible to prevent the item being returned to us.

  Please remember that if deliveries to residential addresses are affected by bad weather or other problems, customers are welcome to collect their parcels from their local depot.

  It is important you telephone them first so that they can ensure your parcel is available to collect from the depot. When collecting your parcel you will need to have photographic identification such as a passport or driving licence.

  For some heavy items delivery may be scheduled to be 'kerbside' only. We will always advise if this is the case. You will need to be in to receive the delivery and may need to arrange assistance to get it to your garden, but everything should be explained in subsequent emails. If you are in any doubt please call for advice.

  By Royal Mail
  Items despatched by Royal Mail will arrive with your postman and are not currently tracked to the same extent. For more Royal Mail information including information on each region click here

• Can I 'Click and Collect'?

  

  

  Most items can be ordered for collection for FREE from our Nottingham Store during weekdays. Note that unless the availability status of an items reads 'available now' it may not be available for immediate collection.

  We will advise you by email or phone when an item is ready for collection and there is currently an appointment system. Please phone us if you are in any doubt.

• Can I specify how I would like my order delivered?

  

  

  Given the wide variety of orders possible, a specific choice of courier is not available at this stage.

  Currently, if you are in the UK and you can choose next day delivery your item will be always despatched by courier.

  We hope to be able to offer more delivery options in future.

• Can I specify a different delivery address to my billing address?

  

  

  Yes. This is often the best plan if you know that someone is not at your billing address during the day or if your item is a gift for someone you will not be seeing.

  So, if you want your order to be delivered to another address, please enter this information at the checkout stage.

  Please check both the billing address and delivery address at the checkout before confirming the order and take advantage of our predictive address technology.

• What happens if my requirements change?

  

  

  Unforseen circumstances can sometimes spoil the best of plans. If you change your plans and your order has not been despatched contact us to re-arrange although note this may not be possible if it has reached the packing stage but we will do our best.

  If you have an account login with us you can see the current order status against your order no. Please call us if you wish to re-schedule the despatch date as this cannot be done online.

• Do you deliver overseas?

  

  

  Yes, we welcome overseas enquiries and we can deliver to many overseas countries. Please note that due to the recent changes to the UK's relationship with the EU there may be some delay to your shipment.

  For more details see here. Please select your delivery country at the checkout stage by pulling down the list of countries when typing in the delivery address.

  This will give you a list of countries to choose from and will update the delivery charge. If you do not see the country you want your item delivered to or do not believe the charge to be correct then please contact us.

  We reserve the right to decline an overseas order if we believe the combination of items is unsuitable for shipment or the calculated shipping charge is wrong, but will contact you to discuss this before shipment and before payment is charged to your account.

  Please note that our software currently does not always allow us to select which products are available for specific markets and since our goods are primarily selected for the UK we have to deal with overseas shipments on a case by case basis.

• What if I can't see my question here?

  

  

  We are very conscious that many website FAQ's don't cover every scenario and therefore we're really keen to ensure that we are different and answer all your questions, thus if your question isn't satisfactorily answered above, please do let us know and not only will we answer it, but also we'll post, if relevant, the answer here for others to see.

  Please note that to take advantage of the most up to date delivery information giving us your email address and at least one contact phone number (preferably a mobile no.) helps us to keep in touch.