We want to assure customers that we are still open and still delivering! However, new precautions are in place to keep our staff and customers safe.
We understand that these are unprecedented and difficult times for everybody and we have a duty of care to both our team members and our customers which is why we have put new procedures in place to ensure that we can keep everyone safe as well as still deliver a little bit of happiness to your garden for you to find a place to enjoy amongst all the uncertainty.
Below, we have answered in detail some of the most frequent questions we have received regarding our new practices in order to put your mind at ease. However, if you still have any concerns or queries you can write to us on firstname.lastname@example.org or chat with a member of our team using our new live chat feature.
Q: What precautions/measures do you have in place to stop the spread of COVID-19?
A: We’re taking the situation very seriously and therefore we have introduced a “no-contact” delivery service as well as ensuring we follow advised hygiene information such as washing hands more regularly, cleaning our work areas frequently and using protective gloves and masks where necessary.
Q: What is a “No Contact” Delivery Service?
A: Whether you are receiving a small parcel, large pallet or have opted for our white glove delivery service both our logistics firms and deliveries are implementing a no contact delivery service which means you will no longer have to sign for your delivery and your order will be left in a safe place with a note passed through your door to inform you of where your delivery has been left.
You can leave delivery requirements on your order so that we know exactly where you would like your item left. However, for pallet deliveries we will continue to deliver to the nearest hardstanding surface, this will be at the front of your house and will likely be a driveway or the curb out front. No pallet deliveries will be taken through to your garden unless you have opted for our White Glove Service.
For those that have selected our White Glove Assembly Service, we will ring ahead to let you know when we will be arriving and ensure that you have access to your garden which can be accessed without contact. We will then take through to your garden, assemble and leave without any contact with yourselves.
Q: I’m self-isolating at the moment, can I still receive my delivery?
A: Absolutely. As we are currently offering our no contact delivery service, we can follow your specific instructions to ensure no contact is made.
Q: Is your return time frame changeable?
A: In these exceptional circumstances we are proud to offer a flexible return time-frame to our customers. If you find damage or are unhappy with your items outside of the standard 14 days return time frame due to not using the goods because of COVID-19 we are happy to accept returns. However, standard return policy must be followed when it comes to whether the goods have been used and whether the items can be put back into their original packaging.
Q: My order is a large two-man delivery but I’m self-isolating, can I still receive my order?
A: If you are self-isolating at home with others then the process is as usual, and you will be able to receive your order. If you are self-isolating alone and cannot call on the help of family or neighbors like you usually would, we are happy to put your item on hold or offer a no contact delivery service where possible.
Q: Is there anything I need to do when I receive my order?
A: We recommend unpacking your order straight away to ensure everything is as expected. Once you are happy everything is as it should be, we advise disposing of the packaging safely and washing your hands thoroughly afterward.
Q: Are your customer services still operating?
A: Yes, our customer service team is operating as usual and our team are happy to help you with any concerns you may have. Our customer services team can be contacted via telephone, email or our new live chat feature and will respond to you within our standard business hours.
Q: I’m self-isolating at the moment, can I still return my items?
A: Our standard returns policy is still in place - providing you have not used the goods and the items can still be put back in their original boxes we are happy to accept your return. If you have any worries or feel you need your items collected please let us know and we will make the necessary arrangements to have the items collected using our no contact pick-up service.