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Shipping policy

Delivery Policy

This Delivery Policy explains how we deliver products purchased from gardenandpatio.co.uk. Please read this policy carefully before placing your order.

1. Delivery Coverage

Areas We Deliver To:

We deliver to addresses across UK mainland only (England, Scotland, and Wales).


Areas We Do NOT Deliver To:

We do not deliver to the following locations:

  • Northern Ireland
  • Isle of Wight
  • Isle of Man
  • Channel Islands
  • BFPO addresses
  • PO Box addresses
  • International addresses outside the UK


Scottish Highlands and Islands:

Delivery to Scottish Highlands and Islands postcodes may incur additional surcharges depending on the supplier and product. If you are located in these areas and are unsure whether surcharges apply to your order, please contact us before placing your order at contact@gardenandpatio.co.uk or via live chat.

In some cases, we may contact you after you've placed your order if delivery surcharges or restrictions apply to your location.


Remote and Restricted Postcodes:

Delivery availability and costs may vary by supplier and product for certain remote or restricted postcodes. If you are unsure whether we can deliver to your postcode, please contact us before ordering.

2. Delivery Costs

All deliveries are FREE to eligible UK mainland addresses.

Additional surcharges may apply to Scottish Highlands, Islands, and certain remote postcodes. These surcharges vary by supplier and product. Please contact us before ordering if you require confirmation of delivery costs for your postcode.


3. Delivery Timeframes


Estimated Delivery Times:

Delivery timeframes vary depending on the product and supplier. Estimated delivery times are displayed on each product page.


Please note:

  • Delivery timeframes are estimates only and are calculated from the date of your order being processed.
  • Orders are typically processed within 1 working day (Monday to Friday, excluding bank holidays). An order being "processed" does not mean it has been dispatched, and you will receive contact directly from our suppliers and delivery partners as soon as your order is ready to be delivered.
  • Delivery times can vary based on product availability, supplier location, and courier schedules


If you require more specific delivery information for a particular product, or you have ordered and would like a delivery update, please contact us via contact@gardenandpatio.co.uk.


Order Confirmation:


Once your order is placed, you will receive an order confirmation email. Once your order has been successfully processed with our supplier, you will receive an order processed confirmation email. This does not mean your order has been dispatched - you will receive separate communication regarding dispatch and delivery (where available).


4. How We Deliver


Our Delivery Model:

We operate a dropshipping business model, which means products are shipped directly from our suppliers to you. Our suppliers manage the physical fulfillment and delivery of your order, while we handle customer service and coordination.


As a result:

  • Courier partners vary by supplier and product
  • Tracking information may not be available for all deliveries
  • Delivery processes may differ depending on the supplier


Delivery Notifications:


Depending on the supplier and product:

  • Some suppliers will contact you via phone or email to arrange a suitable delivery date
  • Some deliveries may include SMS or email notifications on the day of delivery
  • Not all suppliers provide advance notice or time slots


For supplier-specific delivery information, please check the individual product page or contact us.


5. Large Item Delivery


Most products sold on our website are classified as large items (including garden sheds, buildings, greenhouses, furniture, gazebos, and similar products).


What is Large Item Delivery?


Large item deliveries are handled differently from standard parcels and typically involve:

  • Delivery on pallets
  • Professional courier services equipped to handle bulky items (2 man delivery)
  • Kerbside delivery only (see below)

Kerbside Delivery:


All large items are delivered kerbside only. This means:

  • Items will be offloaded from the delivery vehicle to the nearest safe, accessible point at your property (typically your driveway, kerbside, or front path)
  • Delivery drivers will not bring items inside your home, into a specific room, or into a specific area within your property.
  • Items will not be unpacked or assembled


"Kerbside" means wherever the delivery vehicle can safely offload the item, which may include:

  • The end of your driveway
  • The edge of your property
  • Your front path or entrance (if accessible)

Customer Responsibilities for Large Item Delivery:


You are responsible for:

  • Ensuring there is adequate access for the delivery vehicle and safe placement of the item (e.g., wide enough driveways, paths, or clearance for pallets)
  • Moving the item from the kerbside location to your desired location
  • Unpacking and assembling the product (assembly is required for most large items - please refer to product pages)
  • Disposing of packaging materials


If you have concerns about access, narrow lanes, restricted driveways, or other delivery challenges, please contact us BEFORE placing your order. We cannot be held responsible for delivery issues once an order has been placed if adequate access was not available.


Delivery Appointments for Large Items:


For large item deliveries:

  • You may receive advance notice from the supplier via phone or email to arrange a suitable delivery date
  • Delivery dates are typically provided, but specific time slots are not guaranteed
  • Deliveries are usually scheduled for a full day (e.g., "Tuesday between 7am - 7pm")


We strongly recommend that someone is present at the delivery address on the scheduled delivery day.


If the scheduled delivery date is not suitable & you cannot re-arrange this directly with the delivery company, please contact us as soon as possible and we will work with the supplier to arrange an alternative date where possible.


Business Address Deliveries:


We can deliver to business addresses. However, please be aware of kerbside delivery restrictions and ensure adequate access for large items. We are not responsible for any kerbside or access restrictions at business premises.


6. Failed or Refused Deliveries


If You Are Not Home:


If you are not present at the time of delivery:

  • The courier may leave the item in a safe place at your property
  • For large items requiring a signature, the courier will not leave the item unattended


We strongly recommend you are present on the scheduled delivery day to accept delivery, especially for large items.


Refused or Missed Deliveries:


If a delivery is refused, or you are not available to accept delivery:

  • One delivery attempt only will be made
  • If delivery cannot be completed, you will be charged redelivery fees and/or return to warehouse fees
  • Redelivery and return fees vary depending on the size and weight of the item


If delivery is refused or cannot be completed, and the item is returned to the supplier's warehouse within 48 hours, you will be charged:

  • Redelivery fees (if you wish to rearrange delivery)
  • Return fees
  • Restocking fees (where applicable)
  • Cancellation fees (as outlined in our Terms & Conditions)


Please ensure you are available to accept delivery to avoid these charges.


7. Delayed Deliveries


If your order has not arrived within the estimated delivery timeframe displayed on the product page (after receiving a dispatch or shipping confirmation), please contact us via:


We will investigate the delay with our supplier and courier partners and keep you updated.


Please note: Delays can occasionally occur due to factors outside our control, including supplier stock issues, courier delays, adverse weather conditions, or force majeure events. We will communicate any delays to you as soon as we are made aware of them.


8. Damaged, Missing, or Incorrect Deliveries


Inspection Upon Delivery:


You must thoroughly inspect your delivery immediately upon receipt.


Please check:

  • The item matches your order
  • All parts and components are present
  • There is no visible damage to the item or packaging

Reporting Damage or Missing Items:


If your delivery is damaged, incomplete, or incorrect, you must report this to us as soon as possible and within 24 hours of delivery.


To report an issue, please contact us at:


Please provide:

  • Your order number
  • A detailed description of the issue (what is damaged, missing, or incorrect)
  • Clear photographs of the damage, missing parts, or incorrect items
  • Photographs of the packaging (if applicable)


If the item is visibly damaged upon delivery, please note this with the courier before signing for the delivery and have the courier acknowledge the damage on the delivery paperwork.


What We Will Do:

In the event of damage, missing parts, or incorrect items:

  • We will work with our supplier to arrange replacement parts or components as quickly as possible
  • In most cases, we can provide free replacements for damaged or missing parts promptly
  • If a replacement or missing part cannot be provided, we will arrange a full refund and collection of the item


Our priority is always to resolve issues by replacing damaged or missing parts wherever possible.


Important:


We will not be able to assist with damage claims if:

  • The issue is not reported within 24 hours of delivery
  • You do not provide photographic evidence
  • The item has been assembled or used before the damage was reported

9. Assembly Requirements


Most products sold on our website require assembly.


Assembly requirements and instructions are provided with each product. Please check the product page for specific assembly details.


Delivery drivers will not unpack, assemble, or install products. You are responsible for assembly.


10. Delivery Restrictions and Access


Access Requirements:


Large items are delivered on pallets and require adequate access for safe delivery. Please ensure:

  • The delivery vehicle can access your property
  • There is sufficient space to offload the item safely (kerbside, driveway, or front path)
  • Pathways, driveways, or access points are clear and wide enough for pallets


If you have any concerns about access for large item deliveries (e.g., narrow lanes, steep driveways, restricted access), please contact us BEFORE placing your order.


We cannot be held responsible for delivery issues or additional costs if adequate access is not available once an order has been placed.


11. Product-Specific Delivery Information


Some products may have specific delivery requirements, processes, or timeframes based on the supplier. Please check individual product pages for supplier-specific delivery information.


If you have any questions about delivery for a specific product, please contact us before ordering.


12. Changes to Delivery Address


If you need to change your delivery address after placing an order, please contact us immediately.


We will do our best to accommodate address changes, but once an order has been dispatched, we may not be able to change the delivery address. Additional charges may apply for address changes after dispatch.


13. Contact Us


If you have any questions about our Delivery Policy or your delivery, please contact us:


TWIY Limited trading as GardenAndPatio.co.uk

Email: contact@gardenandpatio.co.uk
Live Chat: Available on our website
Phone: 0330 043 0361


This Delivery Policy should be read in conjunction with our Terms & Conditions and Returns & Refunds Policy.