Frequently asked questions
How can I track my order?Once your order has been placed you will receive an email confirming the details of your order and providing an order number. Once we have despatched your order you will be sent an email confirming despatch and providing details of our courier and parcel tracking information.
Larger deliveries, such as garden furniture, are delivered to you by a pallet courier. Once we have despatched your order, our delivery company will contact you directly For these deliveries you will be contacted directly to arrange a delivery date.
Can I change my delivery address once my order has been placed?If you need to change the delivery address once your order has been placed, please contact us as soon as possible. If the order has already been despatched we will not be able to change the delivery address.
What if I cannot be home to accept the delivery?Our couriers may be able to accept a ‘safe place’ delivery instruction from you. Details will be available via our despatch email confirmation.
For large items and furniture deliveries we are unable to leave the furniture in a safe place. Please contact us on 01524 230700 or email us at email@example.com if you have an issue with accepting an order.
What is your returns policy?If you change your mind you can return the goods to us within 14 days of receiving the goods from us and receive a refund. To return the goods, please call us on 01524 958010 or email us at firstname.lastname@example.org to arrange collection or a returns label. We will arrange for the items to be returned and refund you within 14 days of receiving the goods back from you.
If you have changed your mind there will be a charge of £4.95 to arrange for the product to be returned. If furniture is being returned there will be a £50 charge to return the product as we will have to arrange a large item collection service with our courier.
If the items are faulty, damaged or misdescribed we will cover the cost of return and, if required, replacement.
If, after ordering items from our website, you wish to cancel your order, you may do so at any time up until the day of despatch. If this is the case, please contact us as soon as possible on 01524 958010 or use the contact page on our website. Once we have acknowledged your cancellation you will receive a full refund using the same payment method you originally used.
What happens if an item is missing from my delivery?If an item is missing from your delivery please contact us on 01524 958010 or email us at email@example.com
What should I do if my order hasn’t arrived?Please allow five working days from the day of dispatch. If your order has still not arrived by this time please call us on 01524 958010 or email us at firstname.lastname@example.org