Ordering & Delivery

FREE SHIPPING TO MAINLAND UK!

We proudly offer FREE DELIVERY to most postcodes in mainland UK.

Additional charges may apply for:

  • Parcel deliveries to the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands and Scottish Islands.
  • Pallet deliveries to Scotland, Wales, Devon, Cornwall and access-restricted zones of Central London (in addition to those areas above). Pallet deliveries will be noted in the Details tab of the Product Page.

We are unable to calculate these charges at checkout. If you believe your postcode may be affected, please contact us for a delivery quote at info@gardenhearth.co.uk or call 0303 040 1246.

 

Order Confirmation

Once you place your order, we’ll send you a confirmation email. Your payment will be pre-authorized but only captured after we confirm that the item is in stock and ready to dispatch. If the item is unavailable, we will void the pre-authorization and notify you promptly.

 

Delivery Timeframe

Orders placed before the daily cut-off time on working days are usually processed the same day. Orders placed on weekends or bank holidays will be processed on the next working day.

Many of our products have next-day delivery if ordered before the daily cut-off time.

You can find cutoff times and delivery time estimates for each product displayed on their product page. Deliveries are carried out by independent companies/carriers depending on the product, so although we endeavor to keep estimates reasonably accurate, delays (although rare) are sometimes out of our control.

Deliveries typically occur on weekdays between 9:00 AM and 5:30 PM. Drivers may attempt to notify you approximately one hour before arrival; however, this service is not guaranteed.

Some heavy products are delivered on pallets, the delivery date of which will be booked with the customer in advance to ensure appropriate vehicle access and availability of someone to receive the delivery. See Pallet Deliveries below.

 

Delivery Requirements

  • Someone Must Be Present: Deliveries require a signature upon receipt. If no one is available to accept delivery, re-delivery charges may apply.
  • Damage Inspection: Upon delivery, it is important to inspect your items immediately. Our products are insured during transit, so if you notice any significant damage to the packaging please sign on the delivery documents as "Damaged" and obtain a countersignature from the driver. Then promptly inform us, providing photos, immediately (no later than 24 hours) at info@gardenhearth.co.uk. This is because most couriers will not accept damage claims beyond this point, which will delay (or prevent) any resolution we could offer you. If you cannot inspect the contents of the package immediately, sign as “Unchecked” and inspect as soon as possible.

    If an item is incorrect, damaged, faulty, or is missing parts, we will arrange replacement of these at no cost to you. Please contact us at returns@gardenhearth.co.uk

 

Delivery Method

All orders are shipped using trusted couriers with tracking provided. 

 

Pallet Deliveries

For large or heavy items, delivery may be made via pallet. This will be noted in the Details tab on the product page.:

  • Pallets are delivered curbside by truck, and there must be sufficient access for them to do so.
  • Some products require pallet deliveries to be booked in by the customer at a time of their convenience to ensure suitable access and presence of someone to receive the delivery. 
  • After unloading, the driver will move the item as close to your property as possible using a hydraulic trolley, but this cannot operate on uneven surfaces (grass, gravel, cobbles, or steps). Please ensure a suitable delivery surface. Additional assistance or equipment may be required for heavy items.

 

Installation

We currently don't offer installation services. We recommend arranging this with a local tradesman. Please keep the packaging and pallet in case you need to return the item within the returns period.

 

For any questions, please contact our Customer Services team at 0303 040 1246 or email info@gardenhearth.co.uk