Shipping policy

How delivery works

Every product we sell is built and delivered by its manufacturer, direct to you. That means delivery works a little differently to a normal online order: the manufacturer contacts you to arrange a date, because they are the ones who know their own schedule.

Lead times

Each product page shows the lead time for that item. They range from a few working days for stocked furniture to around nine weeks for made-to-order buildings.

Lead times start once your order is confirmed with the manufacturer — usually the same working day, and within three working days at the latest.

All lead times and delivery dates are estimates, not guarantees. They depend on manufacturer production schedules, material availability and weather, and they can change. We give you the best figure we have and tell you as soon as we know of any change. Please do not book an installer, a skip, a crane or time off work against an estimated date before your delivery has been confirmed by the manufacturer — we cannot cover costs incurred against an estimate.

Cost

Delivery to UK mainland is included in the price on most products. Where a surcharge applies to your postcode, it is shown on the product page.

Scottish islands, the Isle of Man, the Channel Islands, the Isle of Wight and the Isles of Scilly are price on application, and some manufacturers do not deliver to them at all. Send us your postcode and the product and we will confirm before you order.

What to expect on the day

• Delivery is kerbside unless the product page says otherwise. The driver unloads at the nearest safe point and leaves.
• Assembly is not included unless the product page says it is.
• Your base needs to be ready before delivery — level, firm and load-bearing. Concrete, paving or a proper timber frame all work.
• Someone needs to be there to receive the delivery. Deliveries can't be left unattended, and a missed one has to be rebooked and recharged.

Access

Garden buildings arrive on large vehicles, usually palletised. Access is the most common reason a delivery fails, so it's worth two minutes before you order.

You'll need room for a long-wheelbase vehicle to reach the drop point, and a firm, level route from there — hard standing such as a driveway or paving. A loaded pallet truck can't cross soft ground, loose gravel, steps or a steep slope.

Tell us about narrow lanes, low bridges, weight limits or permit-only parking before you order and we'll check it with the manufacturer for you. That costs nothing. If a delivery can't be completed because of access, or because nobody is there, the goods return to the depot and the manufacturer charges for the attempt — and we have to pass that on.

Damage or missing parts

Check your delivery before you begin assembly. Note any visible damage on the delivery paperwork while the driver is still there, and tell us within 48 hours with photographs of the damage, the packaging and the delivery note. Manufacturers work to short reporting windows and a late report can invalidate the claim.

We deal with the manufacturer on your behalf. You bought from us, so you don't need to chase them yourself.

Questions before you order

Message us on WhatsApp or email info@heavenlygardenstore.com with your postcode and the product you're looking at, and we'll confirm everything before you commit to anything.