Christmas & New Year Delivery Policy 2019

Over the festive season there may be some slight changes or disruptions to our delivery service. This article is designed to help you avoid getting caught out, and bring everything home for Christmas!

To ensure a smooth and efficient service over the festive and New Year period, please see below for our delivery policy, including last order dates and customer service opening times.

Our customer service and distribution Christmas closing dates are:

  • Christmas

  • Wednesday 25th December 2019
  • Thursday 26th December 2019
  • New Year

  • Wednesday 1st January 2020

Our office hours are: 9:00am - 5:00pm

Please note that any emails, calls or contact forms, regrettably, cannot be answered on the dates shown above. All correspondence will be dealt with immediately on the next available working day.

Your last order date for pre-Christmas delivery is:

Thursday 19th December 2019 (by midday)

Order Date (before 1pm)

Expected Delivery Date*

Up to 18th December 2019

Normal Service (Next Day)

Thursday 19th December 2019 (by midday)

Friday 20th December 2019

20th December - Christmas Eve 2019

Monday 30th December 2019

Christmas Day - 30th December 2019

Thursday 2nd January 2020

31st December 2019 - 2nd January 2020

Friday 3rd January 2020

DISCLAIMER

*Please note that all dates for delivery given are estimated to the best of our ability, based on the information given to us by out Courier Service, assuming you are available to sign for your delivery. This is beyond our control while en route. We cannot take responsibility for issues within the DHL system, we recommend placing your order early to avoid any Christmas delivery congestion on our carrier's part. Please contact us prior to ordering if you have any queries regarding Pre-Christmas delivery, as we may make exceptions to the above on an 'order-by-order' basis.

Please make sure that if ordering on the Thursday 19th December, you are physically available to receive your order on Friday 20th December - we will be unable to arrange for a re-delivery attempt before Christmas should the delivery be unable to be completed. For Scotland, Northern Ireland & UK Islands, please allow additional time for placing your order as these locations are not available on our 'Standard Next Day' Service, and will require at least a 72-hour window for delivery.


Delivery Information

Our delivery rates for all orders made on roys.co.uk are based on order value and are as follows:

FREE Next Working Day Delivery for orders £39.99 and over

£4.99 Next Working Day Delivery for orders £39.98 and under

£5 Additional charge for orders being delivered to North Scotland, Scottish Highlands, Northern Ireland & Island delivery zones.

As standard we offer a 'Next Working Day' delivery service to Mainland England, Wales and Southern Scotland. A £5.00 delivery surcharge will be applied for certain postcodes in Scotland, Scottish Highlands, Northern Ireland and to island areas and deliveries may take longer to these locations. Please check our section below to see if your delivery address is counted as one of these areas. Please note: We can only ship our larger items to Mainland UK.

All delivery charges will be displayed at the time of making your purchase. Please note some select products are excluded from our Next Day Delivery option. If you have paid for the 'Next day Delivery Option' at the current rate of £4.99, you will be notified and your postage cost refunded if your item is not included in this policy. (usually extremely heavy or large items).

All prices & free delivery services displayed on this website are for online orders only, delivery prices for in-store purchases may be higher or home delivery may be unavailable. 

Next Working Day Service

Our next working day service is Monday - Friday (Excluding Bank Holidays & Public Holidays) for all orders received before 1pm. Orders received after 1:00pm may still be processed that day and delivered on the next working day but in most instances will not be processed until the next working day and then delivered the working day afterwards.

PLEASE NOTE: Orders placed after 1pm on Fridays, and on weekends will not be processed until the Monday and then delivered on the Tuesday at the earliest. Please ensure you are happy with this prior to ordering.

We consider our Next Working Day Delivery to be an aim and in some cases it is, unfortunately, not achievable so therefore is not a guaranteed service. If, for any reason, our courier is unable to deliver on the next working day they will leave a card and attempt again the next working day afterwards.

Please note that delivery dates given are an estimate - We will to the best of our ability, and to the ability of our Courier Service, deliver to the expected given date on your order confirmation. However, due to circumstances beyond our control, we cannot guarantee a next day delivery. Please contact us should you require any further details.

Exceptions

Some larger items may not be eligible for next working day delivery - This includes examples such as Pools, Furniture, and large garden products. Deliveries to Scottish Highlands, Northern Ireland and island areas may take longer to deliver to, and may incur extra charges which will be displayed to you prior to payment. Please check our section below to see if your delivery address is counted as one of these areas. If you have paid for the 'Next day Delivery Option' at the current rate of £4.99, you will be notified and your postage cost refunded if your item is not included in this policy (usually extremely heavy or large items and we reserve the right to amend these select items at any time). Our Carriers will not be able to deliver on Saturdays or Sundays for any orders.

The following postcodes will incur a £5.00 delivery surcharge due to location & our couriers' network:

IV
HS
KW
PA
PH
TR
ZE
AB
DD

This includes selected Scotland, Highlands, and all non mainland postcodes.

Isle of Wight / Northern Ireland / All 'BT' Postcodes Isle of Man / All 'IM' Postcodes Channel Islands / All 'GY' & 'JE' Postcodes

Delivery to these locations may take additional time and may be sent using an alternate courier and, as such, may not be consistent with our next day delivery service. Any additional surcharges will be displayed for approval at checkout. In rare circumstances we may be unable to fulfil some orders based on the delivery location and/or the size & weight of the item, if this is the case we will notify you as soon as possible and refund your order.

We reserve the right to amend these selected postcodes at any time to reflect changes in our carriers delivery rates. Please ensure you check back regularly to ensure you are aware of any changes prior to placing your order.

Please contact us if you would like postcode clarification on your delivery rate prior to placing your order.

For all orders placed, we try to ensure that your order is well secured, packed to avoid damage during transit, and delivered in a timely manner. We use a local Company to supply our packaging materials, this helps us to support our local economy, reduce the negative effects on the environment from long delivery routes, and to maintain quality standards in the products we use. Our supplier follows all necessary regulations, and continually aims to reduce their environmental impact, using managed sources of paper products, and using recycled materials where possible.

Our trained packing staff, Customer Service team, and Delivery Agent all work in unison, to deliver your parcel to the best of our ability. Should you have any comment, queries or even complaints regarding the packaging or delivery of your parcel, please do not hesitate to contact us, as all feedback helps to improve our standards, to ultimately give you, our Customer, a better service.
Please see our Contact Us page.

Should you have specific instructions, or would like your parcel to be left with our Carriers 'Safe Place' or 'Delivery to a neighbour' service, this must be amended online, at our carriers tracking site - https://track.dhlparcel.co.uk/?nav=1 . Please follow the instructions by entering your tracking number provided, and follow the instructions onscreen.

For any parcels which are left safe, or with a neighbour, and not arranged by us, please ensure any location given is secure, as we will be unable to take responsibility for parcel lost, damaged, or stolen, whilst on your property / left with your designated neighbour. We are also unable to arrange these services on your behalf, and must be arranged on the DHL website, or by calling the DHL customer services team.

We cannot guarantee that these instructions will be followed, but should the delivery not be left, your driver will leave a card advising how to rearrange your delivery.

Unfortunately at this time we are unable to offer international delivery. 

Please see our Returns and Refunds page for details on our latest Returns policy. We reserve the right to amend our Returns policy inline with updated regulations, or changes to our Internal Policy at any time without notice - Please ensure you are happy with this prior to purchase.

During adverse weather conditions your order may arrive later than originally planned, we cannot control this but we will do all that we can to ensure your parcel is delivered as soon as possible. Please contact us for more information.

While we endeavour to keep our stock levels accurate on our website, there are occasions when items have been sold/removed and have not been removed from sale online. If an order is placed and we find the product to be unavailable, or undeliverable, you will be contacted as soon as possible to arrange an alternate product or a full refund.

Please note that our office and packing facility does not operate on weekends and bank holidays, therefore orders will only be processed on weekdays.

During Public Holidays and Bank Holidays there may be a small delay in the processing and delivery of your order. Our Office and packing facility is not open during these times, but will endeavour to process all orders as soon as possible upon our return. Please contact us should you have any queries regarding your order and we will be happy to help.

Contact

For all queries, if you would like to speak to a member of our Online Customer Service team, there are several methods of getting in contact:

Please note that our offices are only manned during normal office hours (Monday to Friday, 9.00am to 5.00pm). All queries made outside of this time with be answered as soon as possible on the next working day.

 

Thank you for placing your order with Highway Garden & Leisure, we value your custom.

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