Shipping policy

We ship using trusted couriers and specialist freight partners for large and heavy products. Our goal is to get your order to you wherever you are, including rural, remote and off-grid locations.

Free Express UK delivery

Most in-stock items ship on our express service at no extra cost. Orders placed before 12-noon Monday to Friday are dispatched the same day wherever possible. The majority arrive the next working day, with the remaining orders typically delivered within 2 -3 working days.

Where express delivery is not available, for example on made to order or customised items, a delivery estimate will be shown on the product page and again at checkout.

Surcharges may apply for very large or heavy items and for certain locations. These will be shown at checkout where possible or confirmed with you before dispatch.

Processing times

Orders are typically prepared for dispatch within 1–2 working days. You will receive a confirmation email and tracking details (where available) as soon as your order has been shipped.

Remote United Kingdom mainland locations

We regularly deliver to remote and hard-to-reach areas, including the Highlands, rural regions and off-grid properties. Lead times may be longer and surcharges may apply due to access and distance. Where required, we will confirm this with you before dispatch.

Non-mainland and offshore United Kingdom areas

We can also arrange delivery to Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands and offshore Scottish islands including Skye, Orkney, Harris, Lewis, Mull and Shetland. Some items may require alternative services and different pricing or lead times. Please contact us before ordering so we can confirm the best option for your location.

Large and specialist deliveries

Stoves, saunas, pergolas, outdoor kitchens and other heavy products are usually delivered by pallet or a two-person service. Delivery is typically to the kerbside or the nearest safe access point.

White Glove delivery
On selected products, an enhanced White Glove service may be available, which can include placement to a chosen location, careful handling, packaging removal and delivery by a specialist team. Availability and pricing depend on the product and delivery address. Please contact us before ordering if you would like to request this service.

Installation services
Professional installation may be available for certain products such as pergolas, saunas and outdoor structures. Installation is carried out by approved partners and is quoted separately from delivery. If you would like installation support, please let us know and we will confirm the options available in your area.

We may contact you where necessary to confirm access, delivery arrangements and scheduling.

Checking your delivery (important)

Please inspect your order as soon as it arrives and report any damage, shortages or delivery issues to us within 24 hours of delivery, including photos where relevant. This allows us to investigate with the courier and resolve the issue quickly. Claims made outside this timeframe may be harder to support.

Tracking

Where tracking is provided by the courier, your tracking link will be included in your dispatch confirmation email. Tracking may take a short time to update after the parcel has been collected.

Address accuracy

Please ensure your delivery address and contact details are correct at checkout. If an order is returned to us due to an incorrect or incomplete address, a re-delivery fee may apply.

Missed deliveries

If a delivery attempt is missed, the courier may leave your parcel with a neighbour, in a safe place or take it to a local collection point depending on the service used. Please follow the courier instructions to rearrange delivery or collection.

Damaged, delayed or missing items

If your order arrives damaged, incomplete or has not arrived within the expected timeframe, please contact us as soon as possible with your order number and photos where relevant. We will investigate with the courier and resolve the issue promptly.

International delivery

International delivery can be arranged on a case-by-case basis. Please contact us before checkout to confirm availability, pricing and lead times for your location.

Important information

Delivery times are indicative and may be affected by courier capacity, weather conditions or supplier lead times. If your order is time-sensitive, please contact us before purchasing so we can recommend the most suitable service.

For full details, including returns, please see our main Refunds & Returns page.