Deliveries, payment & terms
Payment options, how delivery works, winter care, and our terms & conditions
Payment options
Secure your order today with just a 10% deposit — the balance is payable in full upon dispatch.
Payment methods
- WorldPay secure transactions for online web shopping — cards accepted: Visa, Mastercard
- Bacs transfers
- PayPal secure transactions for online web shopping
- Secure card payment over the phone
- Cheque
Deliveries
Deliveries are carried out via independent courier companies, all members of the Palletways network — one of the largest in the UK, with an emphasis on safe and secure transport. Prices include delivery to mainland UK addresses, with the exception of our premier fountains.
Delivery is included to postcodes on our coverage map, with the exception of the following areas:
- BT
- PH
- IV
- PO (Isle of Wight)
- IM
- ZE
- Channel Islands
- HS
- KW
- Southern Ireland
- AB
If your postcode isn't on our coverage map or in the list above, please contact us for a delivery quote.
Premier fountain delivery is quoted on order, as cost depends entirely on postcode. For our premier range, delivery is normally carried out one of two ways: a pallet of heavier components via the delivery company outlined above, or — for fibreglass liners of 11 feet or more, which need specialist handling to be transported standing at an angle — delivered by us directly, using our own lorry. A quote for this typically covers fuel and the man-hours involved.
How delivery is carried out
Please take time to read carefully.
We use an independent delivery company. Once your item is ready for dispatch, we'll call you to arrange delivery on a day of your choice, Monday to Friday — on the day itself, we can give you an approximate ETA.
Every delivery is carried out on a 7.5 tonne lorry — roughly the size of a dust cart. If a dust cart can't get down your road, our delivery lorry won't be able to either.
Your items are securely wrapped on pallets; the driver uses a pump-up pallet truck to bring the pallet onto your property. From there, it's down to you, family, or friends to move the item into position. The pallet truck can't be pulled over soft ground (including shingle or gravel), or up steps or stairs.
Please read and understand these delivery issues:
- Any delivery that can't be successfully dropped off, through no fault of the delivery company, carries a minimum charge of £70, payable by you.
- Our delivery is a pallet delivery only — drivers can't take items off the pallet or place them where you'd like.
- These are very heavy items — please take care when handling them, as rolling or leaning on an edge can cause damage.
Before opening your pallet
Sign for the goods as "unchecked" on delivery.
We take great care and pride in our products, and do our best to ensure they arrive in the condition they were sent. That said, items on the pallet may shift during transport — take extra care when unpacking, as items may have moved and could fall.
Before removing any packaging, look over the pallet to spot potential issues — is the load leaning to one side? Some items may need extra help to move safely given their weight. Always check an item's weight before lifting, get help where needed, and never lift more than you can physically manage.
Never roll goods off the pallet, never set items down hard, and always use two or more people where needed. Taking your time reduces the risk of both damage to the item and injury while moving it.
Winter care
Our products are frost proof and suitable to be left in the garden year round. However, we can't protect against — or cover our products against — ice damage, caused by water freezing and expanding inside a water receptacle. As with water pipes in a loft or a car engine, some care is needed in the coldest winter months. We recommend draining your water fountain to prevent ice damage, and ideally covering it to stop rainwater refilling it.
Terms, conditions & refund policy
Returns policy, money-back guarantee.
If you're unhappy with your product, need an exchange, or change your mind about your purchase, we offer a money-back guarantee. We'll need written confirmation within 14 days of receiving your product of your intent to return it for a refund, less a 15% handling and re-stocking fee. You'll then have a further 14 days to arrange the safe return of the product at your own expense — if you use a pallet courier for the return, they offer transit insurance, and we'd strongly recommend insuring the item's full value.
It's your responsibility to ensure the item is repackaged on the pallet safely and securely, so it reaches us in the condition it was delivered to you in. Once we receive it back safe and intact, we'll refund the full purchase price to the account the original payment was made from.
Every item we deliver through our delivery company is insured during transit — if damage occurs, please follow the guidance above so we're able to replace the damaged item. Not following these steps could invalidate the insurance and prevent a replacement.
It's your responsibility to ensure all information you supply during the order process is correct and accurate — any expense caused by incorrect or inaccurate information will be charged to you.
Any changes to an order must be submitted in writing before dispatch — any expense caused by incorrect or inaccurate change requests will be charged to you.
Cancelled orders may be subject to a cancellation fee, depending on how far along the manufacturing process is and any costs already incurred.
Photos on our website give a representation of colour only — every effort is made to keep this as close a match as possible, but as we work with natural stone, shades and tones may differ slightly.
Questions about your order?
If anything here doesn't cover your situation, or you'd like a delivery quote for a postcode outside our standard coverage, just get in touch.