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Delivery

Note: Standard delivery charge for awnings:
1m to 3.5m delivery charge of £12.99
4m delivery charge of £39.99
4.5m and over delivery charge of £99.99 (2 man delivery service)

However, some items may incur an additional charge for certain delivery postcodes including Scottish Highlands and Islands, Channel Islands, Isle of Man, Isle of Wight and the Isles of Scilly. You may be contacted for additional payment should these charges apply to your order.

Large/Heavy Deliveries - If your order is over 4m long, or is likely to weigh over 50kg, you'll need to arrange some help taking delivery of these items. Due to Covid and a reduction in staff our courier is unequipped to deliver them into your property. If you're unable to do this, we advise not placing your order.

Awnings - For awnings over 5m in length, someone must be present to sign for the delivery. Our carrier won't leave them in a safe place due to their size and value, so please ensure someone can be present to take delivery. The team will place your package where you need it.

Our premium delivery service only applies to furniture. Any other items in your order may be dispatched separately under our standard delivery service, free of charge.

Sorry, we're not taking any new orders in the ROI or NI at the moment while we work to understand the new Brexit regulations. We'll be back as soon as we can.

The delivery speeds we quote in our product description pages are for most areas of the UK. But obviously our couriers are going to struggle to deliver to the Shetland Isles on a next day delivery. If you're in one of the less-accessible areas of the UK and need to know exactly when it's going to arrive, please contact us. But note that we will leave the parcel without a signature at our risk (see below).

Email: info@primrose-awnings.co.uk

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.

Questions about delivery

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")

If "Next Day Delivery" is not offered beside a product, please call or email us - we may be able to help.

If you select "Next Working Day Delivery", any orders placed by the deadline shown will be delivered on thenext 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.

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 onedifferentitem 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.

Access Difficulties

Orders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss anddo 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.

How do I track my order

You can track your order via our order tracking page.

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 accordingly.

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 dispatched?

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 sentSAME DAY DESPATCHby 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.

Awning Installation Service

The installation service we offer is an introductory service and will be carried out by a 3rd party installer. Installation is not covered by the manufacturers warranty.