Shipping policy

Pallet Delivery - From Free 

Our largest items, such as outdoor furniture sets, may need to be delivered to you using a Pallet Delivery Service.

Pallet deliveries take 3-7 working days and the carrier will notify you prior to delivery. Please note that someone will need to be present for the delivery. We use PalletForce to conduct the delivery. Some products and suppliers are excluded from free delivery, the rates are shown in the checkout once you have entered your delivery address.

What you need to know about Pallet Deliveries

Deliveries are typically kerbside and must be done on flat ground, such as concrete. Surfaces such as soil, gravel and grass are considered unsuitable for deliveries and collections and the driver will not attempt to operate their equipment unless the surface is appropriate.

Drivers cannot leave their vehicle parked where it is illegal; You must make sure there is plenty of room for the delivery vehicle otherwise delivery will be refused. One more thing, delivery drivers are not insured to enter any buildings.

Where is my order? 

If you are looking for an update on your online order, there are plenty of easy ways to track its progress.First of all, you need to check your emails for a dispatch confirmation from us (this can sometimes make its way to your junk/spam folder).Once you have found the email, you should be able to see the courier being used to deliver your parcel and there will be a tracking link in the email.

How do I amend the delivery address? 

Unfortunately we are unable to offer delivery address or product amendments once you have placed your order.

Can I add more products to my order? 

Unfortunately, we can’t add additional items to your existing order once it has been completed.We also cannot amend the products in your existing order once it has been completed. If you change your mind about the product, you will need to cancel the order as quickly as possible. Once cancelled, the correct items can then be ordered instead.You can find out more by reading our cancellations & returns policy.

How do I cancel my order? 

Please see our cancellations & returns policy and follow the instructions on cancelling your order.

How do I arrange a return? 

Please see our cancellations & returns policy and follow the instructions on returning your order.

Can I send different items from the same order to multiple addresses? 

Unfortunately not, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.

Missed deliveries 

Don’t worry, you should still be able to get your order. Most couriers will leave a calling card with instructions on how to rearrange delivery.Alternatively, please use the Order Tracking section above to find details on how to arrange a redelivery with your selected courier.If you have any further questions, you can always contact us.

Damaged items 

Unfortunately, sometimes things go wrong along the way. If you have received your goods with any faults or damage, please contact us. as soon as possible.

Adverse Weather Conditions 

During adverse weather conditions your order may arrive later than originally planned, we cannot control this but we will do all that we can to ensure your parcel is delivered as soon as possible.

Industrial Action (i.e. Strikes) 

During service strikes and industrial action, your order may arrive later than originally planned, we cannot control this but we will do all that we can to ensure your parcel is delivered as soon as possible. We are unfortunately unable to refund goods that are delayed due to industrial action that is beyond our control. If your order has not been delivered after 21 days (and the delivery option selected is not 'direct Delivery') get in touch with our customer care team who will be able to assist you further.