We run our own Home Delivery service, with our own fleet of vehicles and our own drivers. It means that if you’ve purchased one of our products from a website in most cases it will be delivered directly by us – we typically make about 225,000 deliveries to customers’ homes across the UK every year. You can choose your delivery slot and lead times are typically 5 working days.
Booking in a Delivery
Once we’ve received your order from the retailer, we will process it and contact you directly via email. We’ll confirm what you’ve ordered, your address and who will be delivering your order. You’ll also receive a text message asking you to log into our My Order Delivery B
We deliver to different areas of the country on different days and you’ll see the next available delivery dates in your area – simply select one that suits you.
If you’ve ordered from a retailer who was able to let you pick your delivery date from their website then you’ll receive an email confirmation of your chosen delivery day.
If you don’t manage to get on our system and book in a delivery slot, we’ll book your product on our next available delivery and advise you via text. If this slot isn’t convenient just let our team know.
Our Delivery Service
Whilst we aim to deliver within 3-5 working days of us receiving an order from a retailer, there will be some instances where will may take longer, including Scotland, hard to reach locations or when items are out of stock. Round Timber Gazebos, Log Cabins, Forest Retreat Sheds and Vale Greenhouses are special orders and have longer lead times.
The majority of our products are delivered by our own fleet of vehicles and drivers, we call these DDH deliveries on your confirmation email. On the day before your delivery is due, we will send a text message advising of a 3 hour estimated time slot for the arrival for your delivery. On the day of your delivery the driver will call aim to call you approximately half an hour prior to delivery.
We deliver Monday to Saturday and deliveries are made between 7am and 7pm each day.
We typically use 3.5 tonne open flatbed or 7.5 tonne lorries (about the size of a refuse collection truck) so if you think there are any access issues or anything that our drivers may need to know about accessing your property please let our customer services team know.
For some of our smaller products we use a separate delivery partner – Tuffnells. You’ll be advised on your order confirmation email who the courier is. Tuffnells deliver between 8am and 6pm, Monday – Friday. We also use a separate delivery partner in Scotland called Streamline. Streamline will contact customers direct to arrange the delivery.
We will take your product to a place of your choosing if it’s safe for us to do so. Please note that we can’t take a product through a property or garage. If you’ve ordered a Log Cabin please see further information here regarding the kerbside delivery of your cabin.
Once the driver has unloaded your product, they’ll take you through the delivery note and get you to inspect the product, they’ll make sure you know where the assembly instructions and fixing pack are.
Ideally, we like to get a signature and for you to check and accept the delivery – depending on where you have purchased your product from some retailers require it. However, in most instances our drivers will be able to leave your purchase in a designated safe place of your choosing as long as this has been pre-agreed and you’re happy that you are not there to inspect and sign for your purchase. We’ll let you know on your order confirmation email / text if you’re required to be in to accept the delivery.