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DELIVERY INFORMATION

Estimated delivery times are quoted on the product pages for each item. We shall make every effort to fulfil your order by the estimated delivery date provided. However, in rare cases, circumstances beyond our control may prevent us doing so. We will advise you of any delays and do our best to deliver your order as quickly as possible.

Delivery dates do not form any part of the contract with us and no compensation will be offered for late deliveries in any event. If your item has not been dispatched and delivered within 30 days from the date of purchase, you may exercise your right to cancel for a refund.

Some large/heavy items or multiple item orders are supplied on non-returnable wooden pallets. Due to the weight and size of certain products, pallets may need to be used in order to deliver such items safely. It is the customer’s responsibility to dispose of the pallets; we are unable to remove them. A delivery day will be arranged however deliveries cannot be booked in for a specific time slot. 

Following delivery, we highly recommend that any faults, missing items or damages are reported as soon as possible. This may allow us to resolve any issues more swiftly for you. Please retain all packaging until you are happy that there are no faults with your product.

We ship to UK addresses only, however there may be a surcharge to deliver large goods (indoor & garden furniture, large BBQs, items over 20kg) to the Scottish Highlands, off-shore Islands, Channel Islands, remote locations and Northern Ireland, even if delivery is stated as free. If a surcharge is required, we'll contact you after an order has been placed, to take surcharge payment if you wish to proceed with your order. We base surcharges on the amount we are charged by our carriers, we send via the cheapest option and our policy is to never profit from a delivery surcharge. For offshore and overseas deliveries; should you wish to arrange your own shipping agent on the mainland, please contact us for further assistance.

Certain orders may require a signature upon delivery. Should you wish to make a request for orders to be left in a ‘safe place’ with no signature (and it has been agreed with us), we cannot accept liability for items left unsupervised.

If you provide a shipping address relating to a work place or a public place, please note that once the order has been delivered, the responsibility for the product lies with the cardholder and any loss/damage is then at your own risk. Also, a signature of any authorised body is deemed to be proof of delivery.

In the case of a delivery being refused or you are not in at the agreed time at the delivery address, we reserve the right to charge a re-delivery fee. This applies to all indoor furniture orders and orders where a delivery date and time has been specifically arranged with a customer. Please note this can cost up to £60.00 per item/pallet depending on the size and weight, so we highly recommend you contact us at least 48 hours prior to the arranged delivery date if you foresee any potential issues with delivery.

Please note that all garden furniture, large bulky items and pallet deliveries are kerbside only, unless stated otherwise.

Home & Garden Centre uses external delivery companies and we cannot expect delivery drivers to assist with the moving/handling of your item into houses, outbuildings, garages, up multiple steps/stairs etc. When ordering bulky/heavy items, please ensure you have the means to handle these items when delivery is received and that you are able to dispose of the packaging material.

PRODUCT SPECIFIC INFORMATION

National Garden Gift Vouchers:
We use Royal Mail for delivering Gift Vouchers. All National Garden Gift Voucher orders over £30 are sent by Recorded Signed For (up to £100) or Special Delivery Next Day (over £100) and need to be signed for on delivery. Cut off time for next day delivery is 2pm. Any orders placed after 2pm on Friday will be dispatched the following Monday (excluding bank holidays). See our Terms & Conditions for policy on replacement vouchers due to non-delivery. If there is no-one available to sign for the National Garden Gift Voucher(s) on arrival, a card will be left by the postman informing the occupant that an attempted delivery was made. The Gift Vouchers will then be taken to the local Royal Mail Enquiry Office, where they will await collection by the recipient. A suitable form of identification (such as a utilities bill bearing the relevant address) may be required when collecting Gift Vouchers. Should your National Garden Voucher(s) not be collected within 14 days, Royal Mail will return the vouchers to us at which point we will endeavour to contact you to arrange a suitable alternative delivery address and date of delivery. We can deliver to addresses all across the UK including the Channel Islands and Scottish Isles. Despatch of National Garden Gift Vouchers is from mainland UK - please allow extra time for your order to arrive if sending to remote locations, Highlands or offshore locations. Unfortunately we do not deliver anywhere else.

Small Parcels (including wellies, giftware, homeware, lighting, accessories etc.):

  • Please allow 2-3 working days for delivery
  • We use Royal Mail or Parcelforce to deliver small parcels
  • Orders will be delivered Monday- Friday. Any orders placed after 2pm on Friday will be dispatched the following Monday (excluding bank holidays)
  • Once your item has been shipped, you will receive a dispatch email. Please expect delivery to take place 2 working days from receiving this email
  • If you are not in when a delivery attempt is made, you will receive a card detailing what to do next
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    Desser Cane Furniture:

  • Free 2 man specialist delivery only applies to Desser orders over £250
  • Your order will be shipped by a 2-man carrier. The carrier will contact you by phone to confirm the delivery date. On the day of the delivery, the carrier will contact you in the morning to remind you about the delivery and confirm again the approximate delivery time. On arrival, the 2-man delivery crew will carry the product to your room of choice. This includes up to two flights of stairs
  • Allow 4-6 weeks for delivery as the items are made to order
  • Deliveries cannot be left unsigned by driver, or with next door neighbour. So it is extremely important that you arrange with the delivery company a delivery date when you will be there to receive the order
  • In the case of a delivery being refused or you are not in at the agreed time at the delivery address, we reserve the right to charge a re-delivery fee. Please note this can cost up to £60.00 per item/pallet depending on the size and weight, so we highly recommend you contact us at least 48 hours prior to the arranged delivery date if you foresee any potential issues with delivery
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    Barbecues:

  • Estimated delivery times are quoted on the product pages for each item
  • Orders will be delivered Monday- Friday
  • Once your item has been dispatched, you will receive an email containing either the expected delivery date and/or a tracking code
  • If you are not in when a delivery attempt is made, you will receive a card detailing what to do next
  • Deliveries cannot be left unsigned by the driver, or left with a next door neighbour
  • Delivery is kerbside only
  • BBQs over 40kg may be delivered on a non-returnable wooden pallet
  • For orders where a delivery date and time has been pre-arranged with you: In the case of a delivery being refused or you are not in at the agreed time at the delivery address, we reserve the right to charge a re-delivery fee. Please note this can cost up to £60.00 per item/pallet depending on the size and weight, so we highly recommend you contact us at least 48 hours prior to the arranged delivery date if you foresee any potential issues with delivery
  • Some BBQs may attract a surcharge to deliver to the Scottish Highlands, off-shore islands, Channel Islands and Northern Ireland
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    Garden Furniture:

  • Estimated delivery times are quoted on the product pages for each item
  • Once your item has been dispatched, you will receive an email containing either the expected delivery date and/or a tracking code
  • Orders will be delivered Monday- Friday
  • If you are not in when a delivery attempt is made, you will receive a card detailing what to do next
  • Deliveries cannot be left unsigned by the driver, or left with a next door neighbour
  • Delivery is kerbside only
  • Most wooden furniture is delivered flat packed, and will require some simple assembly, allen keys are provided in the packs. Some weave tables also require a small amount of assembly
  • Multiple item orders and large pre-assembled items may be delivered on a non-returnable pallet
  • Some furniture orders may attract a surcharge to deliver to the Scottish Highlands, off-shore Islands, Channel Islands and Northern Ireland.
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    Indoor Furniture:

  • Please allow up to 14 working days for delivery
  • The delivery company will email/text you with a delivery date and time slot. Please ensure you provide the correct contact information. Details will be provided on how you can arrange an alternative date if the date given is unsuitable
  • Deliveries are a “deliver to door” service. For very large items (such as triple wardrobes), the delivery can be made to a “room of your choice”, in which case the driver will require you to sign a damage waiver. This enhanced service would need to be arranged beforehand
  • Some furniture may be delivered flat packed, and will require some simple assembly. If this is the case, we will notify you that “assembly is required” on the product description page
  • Deliveries are to UK mainland only. Certain remote locations may attract a surcharge and we will contact you if this is the case
  • In the case of a delivery being refused or you are not in at the agreed time at the delivery address, we reserve the right to charge a re-delivery fee. Please note this can cost up to £60.00 per item/pallet depending on the size and weight, so we highly recommend you contact us at least 48 hours prior to the arranged delivery date if you foresee any potential issues with delivery
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    Kelkay Bulk Bags:

  • Kelkay products are made up of natural materials so there may be colour and size variation to images shown on our website. Due to limitations in the reprographics process the colour of natural products cannot be guaranteed within our online or paper brochure
  • Deliveries are to UK mainland only
  • Some Scottish postcodes carry a delivery charge supplement per item
  • Delivery will be to nearest kerbside or hard-standing. Ensure that the surface is smooth and level to unload onto
  • Access must be suitable for large lorries with rear tail-lift offload
  • All items are supplied on non-returnable wooden pallets
  • You will be contacted in advance with the date and time of delivery, this will normally take place within 7 days of order being placed. Deliveries must be signed for
  • If an arrangement for delivery is broken, a re-delivery charge will apply and is paid direct to the transport company. In certain cases this charge may be more than the original subsidised delivery charge paid. Please note this can cost up to £80.00, so we highly recommend you contact us or Kelkay directly, at least 48 hours prior to the arranged delivery date if you foresee any potential issues with delivery.
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