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FAQs

Where is my order confirmation email?
If you cannot find your order confirmation email within your inbox we suggest that you check your spam/junk folder. Most commonly if you cannot find your order confirmation email within your main inbox you will find it within the spam/junk folder. However, if it’s not in there could it be that your email address has been typed incorrectly? You can contact our customer service to have this rectified.

I have just placed my order, when will I receive it?
You can find your delivery time scale on the product page by clicking on the tab ‘Delivery Time’.

I ordered an item which has an in stock date, when will I receive my order?
If the item you have ordered has an in stock date, for example: ‘in stock date - 23rd June 2020’, it means that you have pre-ordered it. We will dispatch your order once our stock has been booked into our warehouse. Our delivery times vary, but you can find your delivery time scale on the product page by clicking on the tab ‘Delivery Time’.

The in stock date for an item has changed, does it mean my order is delayed?
If the item you ordered has an in stock date, for example: ‘in stock date - 23rd June 2020’, it means that you have pre-ordered it for the 23rd of June. Unless we have contacted you, this date has not changed for your order. Any new ‘in stock dates’ that appear on the item after you have placed your order is only relevant for new customers. We will dispatch your order once our stock has been booked into our warehouse. Our delivery times vary, but you can find your delivery time scale on the product page by clicking on the tab ‘Delivery Time’.

An item is out of stock, and it doesn’t have an in stock date, when will you be getting more?
We encourage you to enter your details into the ‘Notify me when this product is available’ section so that we can email you when the product is either available, on pre-sale or soon to be available. If the item is a garden furniture set, it is very likely that we will be doing pre-sales within the summer period.

If the item is not available to purchase, and doesn’t have an in-stock date, this means that we are likely to receive more stock within the next few weeks. Ensure you enter your details into the ‘Notify me when this product is available’ section to be updated.

My order hasn’t arrived, what should I do?
If you are still within the time scale advertised on the product page, there is nothing to worry about. Our couriers may take a few days to update the delivery status on their tracking system, but most of our deliveries are being delivered on time.

If you are a day after the time scale advertised on the product page, we suggest that you contact our customer service team so that they give you more information, or investigate this with our courier.

Once we inform our courier that the item hasn’t been delivered they will do a thorough warehouse search to retrieve your order. If the courier advises that they haven’t been able to locate the item then the rest of the investigation will be done separately and we will be able to offer you a suitable resolution.

 

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