Delivery Information

What can I have delivered to the store?

Our Click & Collect option is available on all items and orders placed via Highwaygardencentre.co.uk, excluding livestock.

Delivery to the store by Click and Collect is FREE.

How long will it take before I can collect my order?

It can take up to 5 days for your item to be delivered to your chosen store however if the item is available in your chosen store you will be able to collect on the day purchased (purchase must be made by 2pm).

How will I know when I can collect my order?

You will be sent an email letting you know when your item/s are available to collect. You will need this email as proof of purchase when collecting. Please bring this on a mobile device or printed out.

Where do I collect my Item?

Your item/s will be available to collect from the customer service desk in your chosen store, this will have a sign above it saying “Customer Collections”.

Can someone else collect on my behalf?

Someone else may collect on your behalf however they will need to bring your Ready to Collect email on a mobile device or printed out AND a valid form of ID (Driving license, passport, debit, credit card) of the person collecting.

Age Restricted Items

If your order includes items such as knives or solvents you will be expected to show proof of age on collection. If anyone is collecting on your behalf they also must bring proof of ID. We operate under the Challenge 25 policy.

ID that we accept are a passport, an EU photo-card driving licence, A Photographic Identity card bearing the national Proof of Age Standard Scheme (PASS hologram), A national identity card issued by a European Union member state (that carry hologram and UV marks)

If you are unable to provide proof of age then we will refuse to give you the order and you will be refunded.

How long do I have to collect my order?

You have 7 days on receipt of your Ready to collect email to collect your order. If you do not collect within this 7 days then your order will be cancelled and refunded.

What if I do not want my order anymore?

If you change your mind about wanting your order prior to collecting you will need to call the store on 01508 494665 with your order number and they will be able to cancel this and process a refund. If you change your mind at the point of collection our till operators will be able to offer you a refund for your unwanted items.

Standard Delivery

The following delivery rates are for standard items purchased on our website. Non-standard items such as "local delivery" items are charged at a different rate and these prices do not apply to delivery of products purchased in store.

FREE for orders £39.99 and over

£4.99 for orders £39.98 and under

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

Our standard delivery service is 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 Standard Delivery option.

Local Delivery

£25 - £30 on items purchased on our website labelled as "Local Delivery" . Orders containing one or more of these items do not qualify for Standard Delivery (and are not eligible for free delivery over £39.99). This pricing does not apply to delivery of products purchased in store.

In Store Purchases

The prices listed above do not apply to items purchased in store and items purchased in store are not free if £39.99 or over. Availability of, and prices for delivery of in store purchases will vary depending on the items purchased and store purchased from. A member of staff in store will be able to advise on the availability, price and timescale of delivery for items purchased in store.

Standard Delivery

Our current Standard Delivery service is next working day, Monday - Friday (Excluding Bank Holidays & Public Holidays) for all orders received before 1pm. Orders received after 1pm may still be processed that day and delivered 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 (unless it is a bank holiday) and then delivered on the Tuesday at the earliest.

We consider our Standard Delivery Next Working Day time frame 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 delivery on a given date. Please contact us should you require any further details.

Local Delivery

Orders containing one or more items listed as "local delivery" are not eligible for our Standard Delivery next working day service. Please see the "local Delivery" section below for more information.

Exceptions

Some larger items may not be eligible for our Standard Delivery next working day service - This includes examples such as Pools, Furniture, and large garden products and all "local delivery" items. 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. Our Carriers will not be able to deliver on Saturdays or Sundays for any orders.

Some Items on our website will be marked as "Local Delivery only". These items cannot be delivered by our normal courier due to their size, shape and contents. We deliver these items ourselves to the area local to Highway Garden & Leisure only, on a selected postcode basis. Please check your delivery address corresponds with one of the postcodes we can deliver to before placing your order.

Local Deliveries are charged at the following rates;

£25

NR1

NR2

NR3

NR4

NR5

NR6

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N22

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£30

IP17

IP18

IP19

IP20

IP21

IP22

IP23

IP24

IP25

IP26

IP31

PE32

PE37

Once you have placed your order we will need to contact you to arrange a suitable delivery date & time. For this reason it is important that the contact details you provide when placing your order are correct and the best way to contact you. We aim to contact all customers within 24 hours of placing their order to arrange their delivery.

Please note that some items may require some self-assembly after they have been delivered.

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 standard 2-4 working days 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.

Before Contacting Us About Your Order

For queries about orders placed online please do not call the store as our in-store team is unable to help regarding online orders.
All enquiries regarding online orders must be emailed to us and we will aim to respond to all enquiries within 2 working days.

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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