Garden Chic Delivery and Returns
Christmas Deliveries and shutdown periods:
Our offices will be closing on Tuesday 24th December and will reopen on Thursday 2nd January.
During this time we will have limited cover whilst our staff enjoy Christmas with friends and family, the best way to contact us is via our email address on email@example.com
All urgent enquiries will be responded to via email however we are not able to chase up orders or provide order updates as all of our suppliers are closed until Thursday 2nd January.
No deliveries will take place between Christmas and New Year and any orders placed after 20th December will be processed on our return to the office on 2nd January and orders will start dispatching week commencing 6th January. Please note that the stated delivery time on your product will only start once we return and process your order.
From all of us at Gudrum – Garden Chic – Simply Log Cabins – Merry Christmas and Happy New Year
Your Questions Answered
Is delivery to my address free of charge?
Many of our products are sourced from UK suppliers who carry out deliveries to you on our behalf. Some of our suppliers will charge a delivery surcharge based on the distance from their warehouse to your postcode. Many of our suppliers will charge for delivery to the Scottish Highlands and some charge for delivery to the South West Coast of the UK. Regrettably this is not something we have any control over and we are unable to mitigate these costs.
To check for any delivery charges please add the items to the basket and in the basket section click on the ‘To check for any Delivery Costs Please Enter your Postcode [Here]’ tab and enter your postcode.
Any orders under £50 will incur a £5.00 delivery charge as standard.
We do not seek to make any profit on delivery charges but simply cover the carrier costs that are imposed by the supplier to your location.
Exclusions from free delivery include products supplied by Burbage Irion Craft and The Pot Co which will always incur a one off delivery charge no matter how many items ordered in that consignment. Please enter your postcode in the basket for more information.
How long does delivery take on your items?
To find out the relevant delivery schedule on the items you are interested in please refer to the individual product page where you will find the delivery estimate for that item just above the green ‘add to basket’ button. Please note that all days stated are working days and all delivery schedules are estimates and are not guaranteed and are intended as a guide only. Delivery will be made to you as soon as possible after your order is accepted.
Orders placed over the weekend will be processed on the next working day. If you have ordered a next day delivery item over the weekend then your item will be processed on the next working day and then dispatched for delivery the following day. No Deliveries are made between Christmas and New Year. All orders placed after 20th December will be processed and dispatched in early January.
Please note: All delivery estimates on our website are stated in working days and schedules are based on the average delivery time for that supplier, delivery times are by no means guaranteed.
Do you deliver outside of UK mainland?
Unfortunately we are unable to offer delivery outside of UK mainland. We cannot offer delivery to the Scottish Islands, Channel Islands, Isle of Wight, Isle of Man, or Northern Ireland. If you order goes through and the delivery address is one of these locations then sadly we will not be able to fulfil the order and will notify you of this in writing.
I’ve placed my order and have heard nothing from you since, what happens next?
When you place your order with us you should receive an order acknowledgement email straight away, please read the contents of this email as it contains important information about booking in your delivery (for Mercia, Shire and Forest Garden orders). If your order is not one of the before mentioned suppliers then you will be contacted by the supplier in due course and nearer to the time of delivery to make the delivery arrangements. It is not uncommon not to hear anything until closer to the end of your delivery estimate so please do not be concerned.
How do I arrange my delivery?
If your item is from the following 3 suppliers you will be able to arrange your own delivery on the pick a day systems listed in the below website links
Forest Garden: http://www.forestonlineordertracking.info/Default.aspx
(Excludes Scottish postcode locations)
Please note: It can take up to 2 working days from when we process the order for you to be able to access these systems, if you try to book before this time you may find your order showing as not found.
If your order is not from one of these three suppliers then you should be contacted within the delivery estimate to make the delivery arrangements, this may be by phone or by email. If you have any questions on concerns about delivery please contact us at firstname.lastname@example.org
Is Express Delivery an Option?
At this time there are no additional express delivery options available unless they are stated on the product page. As many of our items come direct from our trade partners we do not have control over deliveries or schedules.
Can I cancel my order / return my goods?
If you wish to cancel your order please do so in writing to email@example.com if your order has not been dispatched then this can be done for you immediately. If the goods have been dispatched then we will need to get confirmation from the delivering company that these goods have been recalled before we can confirm cancellation, if delivery is attempted in the meantime please reject the delivery.
If you wish to return the goods you have received due to a change of mind then please notify us in writing, if the goods are unopened and in a merchantable condition then the goods can be returned to an address of our choosing, alternatively we can arrange to collect the goods however there will be a carriage and restocking fee for this as set out when we reply to your cancellation email.
If the goods you receive are faulty then please send us images via email of the faults / damages and a list of any or all affected parts and we will contact you to arrange a suitable resolution as set out in our terms and conditions.
My order has arrived damaged what should I do?
In the unlikely event that you are in any doubt about the goods on delivery then please do not accept them, even if a driver tries to persuade you otherwise. Signing the delivery paperwork is in effect signing that they are in acceptable condition. You are fully entitled to refuse your delivery with the courier if it has been damaged in transit. Alternatively please clearly mark the paperwork at damaged. If the item has been accepted then please send us images of the damage to firstname.lastname@example.org
Your website states a minimum purchase quantity, is there any way around this?
Where items have a minimum purchase quantity this is because to send out less than this quantity significantly increases the risk of damages occurring during transit so unfortunately there is no way around this. This mostly applies to fence panels and trellis which have a minimum quantity of 3 or fence posts with a minimum quantity of 4. Please also look out for the wording ‘Add On Item’ as this means that the item in question cannot be supplied by itself and must be ordered as part of a larger order such as a full fencing solution.
Can you deliver my products round the back of my house / inside my house?
For larger items we are only able to offer a Kerbside delivery which means to the nearest accessible point on the public road. Most couriers are not insured to move good beyond the kerbside, if they do then it will be at the drivers discretion based on their own individual risk assessment of the surroundings at the time.
What payment methods do you accept?
We accept all major credit and debit cards, we also accept payment via PayPal up to the value of £1000. We are also able to offer finance on many of our products, if finance is available then you will be able to see the finance calculator on the product page where you will be able to select your deposit amount from 10% up to 50%. The product page will also inform you what interest rate is available for that item. We are not able to offer interest free credit on all items. Please note if you do place your order on finance we are only able to deliver to the address that is verified on the finance agreement.
What are your opening hours?
Our office hours are Monday to Friday 8.30am – 5pm. If you call outside of these hours then your call will be taken by our UK based call operatives who will take a message and contact details for us to reply to your call within normal office hours.
How do I contact you?
For new sales enquiries or for product related enquiries please call us on (01636) 858290
If you would like to chase up an existing order then please email us at email@example.com we aim to reply to all messages within 24 hours – in most cases this is much sooner.
Our office is based in Newark, Notts – we do not have a display site here this is just a shared office address.
More on Delivery to Scotland:
At present the following suppliers are not able to offer free delivery to Scottish addresses:- Access Garden, Alexander Rose, A1 Garden Buildings, Deco-Pak, Elite Greenhouses, Lifestyle, Mercia, Maze Rattan, Norland, Palmako, Rowlinson, Shire, Storemore, Vitavia. (Please note this list is inclusive but not exhaustive)
Forest Garden and Haemmerlin do not charge for delivery to Scotland however the delivery lead time is slightly extended from the delivery estimate on our website so please allow additional time from that stated on the website.