Highlands and Islands
Unfortunately we can't deliver certain products to the Highlands and Islands parts of the UK, as our couriers and suppliers (in the case of plants and selected other products) don't currently travel there. If you are in any doubt, please give us a call on 0118 903 5210.
Note: Standard delivery charge for awnings:
1m to 3.5m delivery charge of £12.99
4m delivery charge of £39.99
4.5m and over delivery charge of £99.99 (2 man delivery service)
However, some items may incur an additional charge for certain delivery postcodes including Scottish Highlands and Islands, Channel Islands, Isle of Man, Isle of Wight and the Isles of Scilly. You may be contacted for additional payment should these charges apply to your order.
National Driver Shortage:
Our warehouse teams are continuing to dispatch all orders on time, and the vast majority of orders are arriving within their delivery window. However, due to the much-publicised driver shortage across the UK, a small number of orders may incur short delays. We're doing everything we can to minimise the impact of this.
Large/Heavy Deliveries - If your order is over 4m long, or is likely to weigh over 50kg, you'll need to arrange some help taking delivery of these items. Due to Covid and a reduction in staff our courier is unequipped to deliver them into your property. If you're unable to do this, we advise not placing your order.
Awnings - For awnings over 5m in length, someone must be present to sign for the delivery. Our carrier won't leave them in a safe place due to their size and value, so please ensure someone can be present to take delivery. The team will place your package where you need it.
Our premium delivery service only applies to furniture. Any other items in your order may be dispatched separately under our standard delivery service, free of charge.
Sorry, we're not taking any new orders in the ROI or NI at the moment while we work to understand the new Brexit regulations. We'll be back as soon as we can.
The delivery speeds we quote in our product description pages are for most areas of the UK. But obviously our couriers are going to struggle to deliver to the Shetland Isles on a next day delivery. If you're in one of the less-accessible areas of the UK and need to know exactly when it's going to arrive, please contact us. But note that we will leave the parcel without a signature at our risk (see below).
Email: [email protected]
Tel: 0118 903 5210
Your order will be sent either by a delivery company such as DPD or smaller items by Royal Mail. In most cases you do not have to wait in to sign for your delivery - if there's no-one at home when we deliver we can usually leave items with a neighbour or in a safe place at our own risk. In some cases, the delivery company will leave you a card to arrange a redelivery.
However, if you would prefer to sign for your goods you'll be given a chance in the checkout process to leave any specific instructions that we will pass on to the delivery companies, although we cannot guarantee they will always adhere to them. Please note that in some cases it may be impractical for delivery companies to deliver to a specified point and may limit delivery to the kerbside.
Please don't try to visit us to view, buy, or return products, as we do not have showrooms and most items are held at a number of different locations.
How quickly do you deliver?Each item has an estimate of the delivery time in the product description beside the product picture.
Next Day/Next Working Day DeliveryIf "Next Day Delivery" is not offered beside a product, please call or email us - we may be able to help.If you select "Next Working Day Delivery", any orders placed by the deadline shown will be delivered on the next working day. Orders placed over the weekend will be delivered Tuesday.Whilst we endeavour to ensure delivery times are met please note that circumstances beyond our control may sometimes delay arrival. In the event of a late delivery, we will of course refund any additional charge you have paid for next day delivery, however, late delivery does not of itself entitle you to cancel your order.Additional Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded if you decide to return the goods.
Same-day dispatch by first class postSome products are marked "Same day despatch by first class post". Royal Mail say that 90% of first class post deliveries will arrive next day and this matches our experience.Larger orders for first class post items may be sent by carrier to ensure reliable delivery.
What if I order more than one item?We have several warehouses. If you have bought more than one different item your order may occasionally be sent in multiple packages and delivered separately. This means you will receive your purchase as quickly as possible. Please check the individual product descriptions on the website to see delivery speeds for each item.
If you want to order more than one product and Next Day Delivery is not available on each product, we may not be able to deliver everything next day. To ensure that you get your Next Day order on time, please place two separate orders.
Out of stock items - If one item is described as "out of stock", please make 2 separate orders if you require the in-stock items delivered immediately.
Signing for deliveryIf the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place.
Normally the delivery does not require a signature, however if you would prefer to sign for your goods then please state this in the "Delivery Instructions" section during the checkout process when placing your order.
Access difficultiesOrders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss rather than leaving a note in the delivery instructions. Otherwise we will assume that you authorise us to leave your order at our carrier's discretion at a nearby location.
What if I refuse to accept the delivery?If you refuse to accept an order from our carrier, you may be responsible for any additional carrier costs, including the cost of returning the items to us. If you are refusing the order because you have changed your mind, you will be responsible for the costs of returning the goods unless we have given you a cancellation number.If you are refusing the goods because you believe they are damaged, please contact us urgently and we will advise you accordingly.
Shortages - did everything arrive?If you've ordered more than one item, please thoroughly check the contents of your delivery and associated packaging to compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived.Please note that if you've ordered more than one item, we may send by separate carriers.
Late deliveries and other problemsWe do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems (please note that our liability does not extend to providing compensation for late or failed deliveries). We make every reasonable effort to ensure that your
order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can sometimes go wrong and we will always do everything we can to rectify any problems in a quick and satisfactory manner. However, please note that we cannot be held responsible for any resulting additional expense you may incur unless with our prior written agreement.
Occasionally, time delays with 'Made to Order' items may occur. We will do our best to get bespoke orders completed and delivered within the estimated time scale. However, problems do occasionally arise that cause delays in the manufacture and delivery of "made to order" items. This does not entitle you to cancel the order, therefore we cannot accept that "time is of the essence" in 'made to order' or 'bespoke' situations.
What if I need to cancel my order before dispatch?If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent query. That number is your proof that you have cancelled the order in time to prevent it being despatched.If you don't have a cancellation number and you refuse to accept an order from our carrier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.
Can you deliver to a BFPO address?Only products that are sent SAME DAY DESPATCH by First Class Post can be delivered by Royal Mail to a BFPO address.Any other products cannot be sent to BFPO addresses, but we can deliver them to any alternative mainland UK address for you.
Massarelli / Henri Water Features - Home Delivery Terms and ConditionsDelivery Criteria
- Delivery is to the nearest kerbside or hard-standing by a tail lift vehicle
- Goods cannot be left on a public road or pavement
- The unloading area must be smooth and level with no slopes, and also be large enough to accept a heavy goods vehicle
- Deliveries are made Monday - Friday only, between 8am and 5pm
- Delivery between 5-7 working days
- Delivery is NOT with a crane lift or Hiab
- Goods are delivered using a tail-lift at the rear of the vehicle with a hand pump truck
- The product cannot be pushed uphill or downhill or on gravel drives or lawns
- Delivery not available for outside UK mainland.
You will receive a phone call to arrange the delivery between the hours of 8am - 5pm Monday to Friday, however if an arranged delivery is attempted and there is nobody to provide a signature, it will be taken back to the depot and re-delivered on another day but will incur a re-delivery charge which is to be paid direct to the carrier to enable re-delivery of the goods.If possible it is preferred that you provide a mobile phone number.
Awning Installation ServiceThe installation service we offer is an introductory service and will be carried out by a 3rd party installer. Installation is not covered by the manufacturers warranty.
Problems with Delivery
We want you to be delighted with your purchases.
We fully comply with the Consumer Contracts Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop. Business customers do not have this right.
So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 14 days of receiving the item, and after having received a returns number send the item back to us for a full refund including the standard cost of delivery (unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time). This doesn't apply to a part return or part cancellation of a multi-item order or bespoke or made-to-order items - see below.
As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. It is important that any items you return are in perfect condition, undamaged and in their origional packaging. We recommend that they are sent via an insured and signed-for service.
'Made to order' or 'bespoke' items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.
Please be aware that although most of our items are returnable, for reasons of hygiene we are unable to accept back certain items of clothing like socks, unless returned unworn and fully repackaged as received.
Please note that our hurdles and screening rolls are produced from naturally occurring timber. As a result the colour may vary within batches subject to when and where the timber was sourced. We therefore are unable to guarantee that colour will always be uniform.
How do I notify you that I want to return my goods?To begin with, first email [email protected] or use our standard form, within 14 days from the day after your order arrived, prior to posting the item back to us. We will then give you the returns number which will confirm that we have been notified correctly. This number should be quoted on your returns slip or covering letter when you post the item back to us - as without this we cannot process your return.
Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number. When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.
We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.
Please make sure that the goods arrive back with us undamaged within 14 days of you originally receiving the returns number.
Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses. Refunds will be made to the same payment method used to place the original order.
If you think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If you handle the goods in any way which you wouldn't otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to inspect the goods, but please don't damage or dispose of the packaging until you're sure you want to keep it.
Our returns address is:-
Primrose Returns Dept Door 18
Severn Distribution Centre
Damaged itemsVery occasionally, and despite the considerable experience of our despatch team and carriers, items can become damaged in transit.
If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred before they came into your possession.
If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.
Damages correctly notified will be replaced free of charge. However, if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense.
Faults and warrantiesAll our products have at least a one year warranty (except in certain circumstances for plants, bulbs, heating elements and selected greenhouses). Faults are very rare, but if you consider an item to be faulty please call us immediately as we may be able to help solve the problem over the phone.If the item needs to be returned for inspection, please check with us first. Faulty items will be repaired or replaced after the first 30 days from date of receiving your order. Within the first 14 days you also have the option to have the faulty product refunded. In the event of a part failing we may choose to replace the faulty part not the whole product.Please note that we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.
Plants: Terms and conditionsWe make every effort to ensure that all our plants are of the highest quality and are fully inspected prior to dispatch. If however you feel that the plant received is not in reasonable condition then please contact us immediately. Please bear in mind the following:
All sizes are overall and measurements are approximate although we do try to ensure they are as accurate as possible.
Is it in season?
Plants will look different depending on the time of year. Out of season plants may be very bare in winter periods.
The images on the site are generally of a mature plant; what you ordered may have been a plug. A plug is a developing plant, nurtured through the early growth stages in a small container of nutrient rich compost/potting soil, ready to be 'plugged' into your garden. Please check your order confirmation if at all unsure.
It's important that you take an image of the plant as soon as possible so there is no doubt as to its condition when it was received. We may request the plant is returned to us for further investigation so we can establish the cause of the problem.
Not planting immediately?
If your plants are to be kept out of the ground for over 24 hours then please bear in mind they are 'live'. Please ensure you open the packaging, water the plants and expose them to daylight until you are ready to plant them out.
Greenhouse GuaranteeMost greenhouses come with a minimum one year warranty, and some have even longer warranties as stated on the product pages. This guarantees your purchase against any manufacturing faults and, where applicable, also extends to your preferred metal base.
Exclusions to this warranty include:
- Glazing damage
- Moving parts (e.g. door rollers)
- Wind/storm damage
- Accidental damage
Greenhouses are normally included under home insurance policies, but we advise that you check with your insurers for confirmation.
Contact our customer care team