How we deliver/ making safe delivery

Before placing your order, please read to ensure you meet our delivery criteria

Delivery Access:

Vehicle access must be free of any obstacles and obstructions such as trees with overhanging branches, low cables or parked cars. Clearance of at least 4m high, 3m wide and 12.5m long is necessary in order for our trucks to deliver safely. Please note that it is your responsibility to advise us of any delivery restrictions you may have prior to your goods being despatched

Trail lift delivery:

Delivery will NOT be on a Hi-Ab vehicle, so cannot be craned off. All deliveries are made on wooden pallets by a lorry with tail lift offload. This means the ground needs to be level and deliveries cannot be left on any slopes or hills

Flat, even ground:

Hand pump trucks will not operate on loose, soft or uneven ground, such as gravel and grass. A flat, level surface is required as hand pump trucks cannot be pushed up/pulled down hills or slopes

Kerbside/ hard-standing delivery:

Goods will be placed as near to your property as the driver deems safe to do so. It is at the drivers discretion whether the goods are left kerbside, on the nearest hard standing or on your property

If the driver considers your access unsuitable for whatever reason, they reserve the right to refuse to unload the pallet. They will always endeavor to leave your delivery as near as possible to the required destination. Please note that vehicles are not insured to enter your premises

Delivery dates:

Our standard delivery lead times are 7 working days (Mon – Fri) unless otherwise stated

We aim to make all of our deliveries on the delivery date provided, however, please note that this is subject to weather conditions, haulage delays and stock availability

Checking your delivery:

Whilst you do not need to be at the property to accept the delivery, as we can only guarantee a kerbside delivery, we do recommend that you are present

To ensure you are happy with the delivery and the goods received, a signature is always preferred, however, with your consent drivers will deliver goods to a safe location and leave without a signature where possible

Additional information:

Which company will deliver?

We work with independent haulage network to offer the best Nationwide delivery coverage possible. We work with DEXL- UPN palletized products, TPN or Yodel for boxed items/parcels

How long will delivery take to unload?

Palletised deliveries could take up to 30-minutes to unload, depending on delivery location

How will my order be packed?

Bulk bags and paving are placed on a wooden pallet. Garden Products such as Landscape Fabric and Water Features will be delivered in a parcel/box

Please note: We cannot accept liability for non-delivery, where this is caused by circumstances beyond our control. If the delivery is unable to be completed or refused by the customer, the customer will be responsible for the delivery cost and any other cost incurred

Amendments & Returns

Order amendments & cancellations

The customer has the right to change or cancel any order, however all amendments must be made before goods are despatched. We dispatch goods as soon as possible after orders are placed to ensure that we uphold the delivery dates stated and provide the best service possible

All changes and cancellations should be directed to our Customer Services team and made so we have a written record of your request. Please ensure you include your full name, order number and delivery postcode in the email

Please note that changes to orders are not guaranteed as this will rely whether the criteria above have been and whether we have the stock available to reflect any changes being requested

Re-delivery attempts:

Where a delivery cannot be made on the requested date due to access issues or other unforeseen circumstances, we will attempt a re-delivery at your request for a minimum charge of £36 per pallet. If you have any queries relating to this or any other issue please contact our customer services team

Returns:

If an order is placed and then cancelled after products have already been despatched, then a refund will be given less the cost to return. Returned loads, if cancelled on route, will incur a return delivery charge of £60 per pallet, which will be deducted from any refund due. The same charge applies if the driver is asked to re-route goods to an alternative delivery point after the point of dispatch. Re-routing is not a guaranteed service and may result in a later delivery date being issued

Customers may return goods after the delivery has been made, but this will be at their own expense. Returns must be made within 7 working days from the date following the day of delivery. Goods must be returned in their original packaging and in the same condition to ensure they are fit for resale

Alternatively, we can arrange to collect goods for return on your behalf. This would carry a minimum charge of £60 per pallet plus any zonal charges. If this is an option you wish to pursue, please contact our customer services team

Reporting issues:

All goods should be inspected upon delivery and any damages, missing items, quality issues or other product queries reported on the paperwork. Failure to do so will result us not being able to support any potential claim. If you do have an issue, please contact our customer services team immediately. Our team will ask that photographs are supplied to support any claim, which must be received no later than 7 days after the delivery is made

This does not affect your statutory rights