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.
COVID-19 Delivery Protocol
Protecting the health and wellbeing of all our employees and customers during the COVID-19 virus is paramount. 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 that 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. We would also request that you leave clear instructions for our driver about where you would like us to leave your order and that you 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 phone call so please be patient with us during this unprecedented time.
Thank you in advance for your support and understanding.
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 will receive a text message/e-mail or telephone call with a delivery date. If this is not suitable you can change the date on the phone or reply to the message and we will contact you to change the date.
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.
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.
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.
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.