We can usually deliver to all areas of mainland UK for our standard delivery charge of £4.99 (unless the item you have ordered says "free delivery - UK mainland customers only").
Some items may incur an additional charge for Northern Ireland, Scottish Highlands and Islands. You will be contacted for additional payment should these charges apply to your order. Please request a price for delivery to non-UK destinations by contacting us.
Tel: 0118 903 5210
Your order will be sent either by a delivery company such as DPD or smaller items by Royal Mail. In most cases you do not have to wait in to sign for your delivery - if there's no-one at home when we deliver we can usually leave items with a neighbour or in a safe place at our own risk. In some cases, the delivery company will leave you a card to arrange a redelivery.
However, if you would prefer to sign for your goods you'll be given a chance in the checkout process to leave any specific instructions that we will pass on to the delivery companies, although we cannot guarantee they will always adhere to them. Please note that in some cases it may be impractical for delivery companies to deliver to a specified point and may limit delivery to the kerbside.
Please call first if you're planning on visiting us to view, buy, or return products, as we do not have showrooms and most items are held at a number of different locations.
Returns - peace of mind guaranteed
We want you to be delighted with your purchases.
We fully comply with the Consumer Contracts Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop. Business customers do not have this right.
So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 60 days of receiving the item, and after having received a returns number send the item back to us for a full refund including the standard cost of delivery. This doesn't apply to bespoke or made-to-order items - see below. We'll give you a complete refund including any standard cost of delivering the items to you (unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time).
As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service, for which we've provided cost estimates here.
"Made to order" or "bespoke" items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.
How quickly do you deliver?
Each item has an estimate of the delivery time in the product description beside the product picture.
Next Day Delivery (also known as "Next Working Day Delivery")
Some of our products will automatically be delivered "Next Day" (delivery times are clearly
stated to the right of the picture of the product). If "Next Day Delivery" is not offered beside
a product, please call or email us - we may be able to help.
Any orders placed by the deadline shown will be delivered on the next working day. Orders placed over the weekend will be delivered Tuesday. Whilst we endeavour to ensure delivery times are met please note that circumstances beyond our control may sometimes delay arrival. In the event of a late delivery, we will of course refund any additional charge you have paid for next day delivery, however, late delivery does not of itself entitle you to cancel your order.
Additional Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded if you decide to return the goods.
What about Saturday delivery?
Saturday delivery is usually extra depending upon the product ordered. Please call us on 0118 903 5210 or email email@example.com for this service.
Same day despatch by first class post
Some products are marked "Same day despatch by first class post". Royal Mail say that 90% of first class post deliveries will arrive next day and this matches our experience. Larger orders for first class post items may be sent by carrier to ensure reliable delivery.
What if I order more than one item?
We have several warehouses. If you have bought more than one different item your
order may occasionally be sent in multiple packages and delivered separately. This means
you will receive your purchase as quickly as possible. Please check the individual product
descriptions on the website to see delivery speeds for each item.
If you want to order more than one product and Next Day Delivery is not available on each product, we may not be able to deliver everything next day. To ensure that you get your Next Day order on time, please place two separate orders.
Out of stock items - If one item is described as "out of stock", please make 2 separate orders if you require the in-stock items delivered immediately.
Signing for delivery
If the goods are left without a signature, we must be notified of any damages or shortages
within 24 hours of the delivery taking place.
Normally the delivery does not require a signature, however if you would prefer to sign for your goods then please state this in the "Delivery Instructions" section during the checkout process when placing your order.
Orders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss and do not just leave a note in the delivery instructions. Otherwise we will assume that you authorise us to leave your order at our carrier's discretion at a nearby location.
Can I ask for delivery on a specific day?
If you wish to delay delivery until a specific date please contact us first so we can arrange this for you.
How do I track my order?
What if I refuse to accept the delivery from the carrier?
If you refuse to accept an order from our carrier, you may be responsible for any additional
carrier costs, including the cost of returning the items to us. If you are refusing the order
simply because you have changed your mind, you will be responsible for the costs of returning
the goods unless we have given you a cancellation number. If you are refusing the goods
because you believe they are damaged, please contact us urgently and we will advise you
For more information on refusing damaged goods click here
Shortages - did everything arrive?
If you've ordered more than one item, please thoroughly check the contents of your delivery and associated packaging to compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we may send by separate carriers.
Late deliveries and other problems
We do of course make every effort to ensure that your order will arrive within the delivery
times shown on the website. Unfortunately, on rare occasions this may not always be possible.
Should your order fail to arrive when expected, please contact us immediately and we will
do our best to resolve any problems (please note that our liability does not extend to providing
compensation for late or failed deliveries). We make every reasonable effort to ensure that your
order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can
sometimes go wrong and we will always do everything we can to rectify any problems in a quick
and satisfactory manner. However, please note that we cannot be held responsible for any
resulting additional expense you may incur unless with our prior written agreement.
Occasionally, time delays with "Made to Order" items may occur. We will do our best to get bespoke orders completed and delivered within the estimated time scale. However, problems do occasionally arise that cause delays in the manufacture and delivery of "made to order" items. This does not entitle you to cancel the order, therefore we cannot accept that "time is of the essence" in "made to order" or "bespoke" situations.
What if I need to cancel my order before it's been despatched?
If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent query. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you don't have a cancellation number and you refuse to accept an order from our carrier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.
Can you deliver to a BFPO (British Forces Post Office) address?
Only products that are sent SAME DAY DESPATCH by First Class Post can be delivered by Royal Mail to a BFPO address. Any other products cannot be sent to BFPO addresses, but we can deliver them to any alternative mainland UK address for you.
How do I notify you that I want to return my goods?
To begin with, first email
firstname.lastname@example.org or use our
within 60 days from the day after your order arrived, prior to posting the item back to us.
We will then give you the returns number which will confirm that we have been notified correctly.
This number should be quoted on your returns slip or covering letter when you post the item back to us
- as without this we cannot process your return.
Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number. When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.
We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.
Please make sure that the goods arrive back with us undamaged within 14 days of you originally receiving the returns number.
Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses. Refunds will be made to the same payment method used to place the original order.
If you think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If you handle the goods in any way which you wouldn't otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to inspect the goods, but please don't damage or dispose of the packaging until you're sure you want to keep it.
Our returns address is:-
Very occasionally, and despite the considerable experience of our despatch team and carriers,
items can become damaged in transit.
If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred before they came into your possession.
If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.
Damages correctly notified will be replaced free of charge. However, if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense.
Faults and warranties
All our products have at least a two year warranty (except in certain circumstances for plants, bulbs, heating elements and selected greenhouses). Faults are very rare, but if you consider an item to be faulty please call us immediately as we may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us first. Faulty items will be repaired or replaced after the first 30 days from date of receiving your order. Within the first 30 days you also have the option to have the faulty product refunded. In the event of a part failing we may choose to replace the faulty part not the whole product. Please note that we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.
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