We run our own home delivery service, with our own fleet of vehicles and our own drivers. This 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.
However, in some postcodes, we use a 3rd party carrier to deliver on our behalf and they will contact you directly, usually by telephone call.
Booking in a Delivery
Once we’ve received your order from the retailer, we will process it and contact you directly. We’ll confirm what you’ve ordered, the identity of your retailer and when we plan to make delivery to you. You will receive a text message, e-mail or telephone call with a delivery date. If this is not suitable then you can change the date by telephone or reply to the email/ text message and we will contact you with an alternative. PLEASE NOTE we need to be advised ASAP if the delivery date is not suitable, cancelling on the day of delivery could significantly delay your revised delivery date.
If you’ve ordered from a retailer who was able to let you pick your delivery date from their website, you’ll receive an email confirmation of your chosen delivery day.
Our Delivery Service
Our delivery service operates from Monday to Saturday, between 7am and 7pm.
The day before your delivery is due, we will send you a text message (where applicable) advising of a 4-hour estimated time slot for the arrival for your delivery. We will also send you a tracking link via email (where applicable) on the morning of your delivery, which includes a live driver-tracking app.
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 will be any issues about accessing your property, please notify our customer services team.
For some of our smaller products we use a separate delivery partner, called Tuffnells. They deliver from Monday to Friday, between 8am and 6pm. We also use a separate delivery partner in Scotland. They will contact customers directly regarding delivery.
You will be advised which courier is being used in your order confirmation email.
In the event of any unforeseen circumstances, Forest Garden Group cannot be held liable for any out-of-pocket purchases made prior to accepting delivery.
Please see section above on our change to handling deliveries in response to the current COVID-19 virus. 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.
COVID-19 Delivery Protocol
Protecting the health and wellbeing of all our employees and customers during the COVID-19 virus is of paramount importance to us. At the present time, we will continue to make deliveries to residential addresses through our home delivery fleet but will be introducing strict precautionary measures to eliminate contact.
If you are expecting a delivery from us or want to place an order, we can still deliver to you. However, to protect both yourself and our drivers, we will not require you to sign for your delivery. The Driver will carry out a Risk Assesment to determine the safest place to leave your goods. Please remain within your property during the delivery.
Please be aware that your delivery may take longer than usual. It may also take us a little longer to answer your email or your telephone call, so please be patient with us during this unprecedented time.
Thank you in advance for your support and understanding.