Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Making a Payment
- Statutory Rights
- Shipping & Delivery
- Privacy & Security
- Privacy Policy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent or have joined our online community. We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes:
* your name
* address
* phone number
* email address
* purchase history
All financial details are stored and managed by Paypal and SagePay, our financial partners, including:
* credit/debit card details
* paypal and sagepay details
We do not hold any of these financial details.
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us or if you have joined by logging on to the our secure customer area. If you find any inaccuracies we will delete or correct it promptly when notified.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should contact us.
Security
We take security seriously at Garden Furniture Outlet and our web site meets the highest standards of security throughout the purchase process to ensure your personal financial information is kept secure. We employ SSL certificates throughout the checkout process and our partners, PayPal and SagePay, conform to the highest level of security credentials to keep you purchase safe.
- Privacy Policy
- Returns & Replacements
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If you wish to return your order due to fault.
Damage or faults should be reported to us at Garden Furniture Outlet within 48 hrs of delivery via email at team@garden-furniture-outlet.co.uk with the following information:
- Your full contact details
- Details of the product(s) that you wish to return
- The reason for return & photographic evidence of the damage or fault.
- Date of purchase
- Our order/invoice number.
On receipt of the above we will review the reason for return & photographic evidence. If we assess that the damage or fault can be resolved at your address we shall arrange for the attendance of our personnel at the delivered products location to resolve. If following this attendance, we cannot resolve the problem or if having reviewed the return reason & photographic evidence we believe the fault cannot be resolved at the delivered address we will arrange for collection & refund or replacement of the goods. In the event of the product being collected we will email back to you with an Approved Authorisation Number (AAN) and arrange for collection.
Damaged or faulty goods must be suitably packaged for collection and in their delivered condition, with all packaging materials, manuals and accessories intact. You will then receive a replacement product or a full refund once the goods have been delivered to us and have been inspected. Refunds will be made within a maximum of 30 days of your notification email.
We cannot accept back for a full refund any item which has been incorrectly assembled causing a fault or damage, or modified in any way (including, without limitation, painting or treating with chemicals).
If you wish to cancel your order prior to delivery
If you wish to cancel your order before the goods have been delivered you must notify us as soon as possible by email at team@garden-furniture-outlet.co.uk stating your reason for cancellation. Once the order has been placed on the Garden Furniture Outlet site our dispatch process commences and cannot always be stopped, so may be dispatched to you anyway. To cancel the order please contact us via email at team@garden-furniture-outlet.co.uk with the following information:
- Your full contact details
- Details of the product(s) that you wish to return
- The reason for cancellation
- Date of purchase
- Our order/invoice number.
We will attempt to cancel the order prior to dispatch, however if the dispatch process cannot be stopped in time before delivery of the goods we will email back to you with an Approved Authorisation Number (AAN). We will then arrange for the goods to be collected from you and you will be liable for the collection costs. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. You will receive a full refund once the goods have been delivered to us and have been inspected. Refunds will be made within a maximum of 30 days of your notification email.
If you wish to return your order after delivery
If you receive your order in good condition but you consider any item to be unsuitable, you may return it for a refund provided that you do so within 7 days of receipt. You must notify us by email at team@garden-furniture-outlet.co.uk stating your reason for cancellation.
- Your full contact details.
- Details of the product(s) that you wish to return.
- The reason for return.
- Date of purchase.
- Our order/invoice number.
We will then email back to you with an Approved Authorisation Number (AAN). We will then arrange for the goods to be collected from you and you will be liable for the collection costs. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. You will receive a full refund once the goods have been delivered to us and have been inspected. Refunds will be made within a maximum of 30 days of your notification email.
Missing Parts
A missing part or fitting does not constitute a faulty item. If any item is found to be incomplete, please notify us to allow us to despatch a spare part or fittings pack. Please notify us of any missing parts following the inspection of the goods. Please notify us within 7 days of delivery via email at team@garden-furniture-outlet.co.uk detailing the parts and giving part numbers if applicable. You may also send in photographs or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all present; once assembly has been commenced and/or completed the purchase price will not be refunded.
If spare parts are not available we will arrange for return of your product as though there was a fault and in line with the above.
- Ordering
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Ordering products at Garden Furniture Outlet couldn't be simpler. Once you've found the product you want simply click the Add to Basket button to add it to your shopping basket. Once you've finished shopping click on the Checkout button and you will be taken through the straightforward checkout process.
During checkout, you will be prompted to checkout as a guest or to register with Garden Furniture Outlet. Registration is simple and provides benefits such as storing of addresses to make your next purchase even more painless.
You will then be asked to enter your address details (if you have not previously registered) and confirm the details of your order. If you're happy you click the Checkout button and you will be re-directed to PayPal to enter your payment details (credit/debit card, paypal etc.). See below for more details on payment. - Making a Payment
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How Can I Make Payment?
You can use most credit or debit cards including Visa, Visa Debit, Master Card, Solo and Electron. We can also accept payment by PayPal or SagePay.
Will my payment be secure?
Yes. Once you've made your order and filled in your address details our site sends you to Paypal’s secure website to make the payment.
Do you keep my credit card details?
No. You only enter your credit or debit card details into Paypal's and SagePay's websites not ours so at no point do we have access to them.
Who are Paypal and SagePay?
Paypal and SagePay provide secure online credit card and debit card payment solutions to thousands of online and mail order businesses across the UK and world-wide. Paypal is probably the most widely known brand when it comes to safe, secure, online transactions and has the added extra feature of allowing you to manage your payments through a Paypal account. In the UK, Paypal is the most preferred payment service on the web. For more information please visit: www.paypal.co.uk. - Statutory Rights
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Cooling Off Period
Online Purchases
At Garden Furniture Outlet we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items.
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products.
To cancel your purchase within the seven working days cooling-off period, please visit our Returns page and follow the steps detailed so that we receive it within seven working days of the day after the date that the item was delivered to you.
Please note that we cannot accept returns if you deliver them to us by hand.
For your protection, please always use a recorded delivery service.
For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry's website at http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html.
Your other statutory rights
If you would like more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumerdirect.gov.uk/
Delivery Costs
Delivery is free to most mainland UK locations.
We incur additional costs for delivery of certain products to some remoter postcodes within the UK, such as the Highlands of Scotland and islands such as the Isle of Man, Isle of Scilly, Isle of Wight and Channel Islands. If we do incur additional costs we will need to apply the additional charge to your order and possibly increase our lead times, which would also be necessary as specialist hauliers may need to be engaged. In such instances we will contact you on receipt of your order and advise you of additional lead times or delivery costs for you to agree prior to proceeding with the order.
Unfortunately at present we do not deliver to Eire or Northern Ireland.
Delivery Times
Each product advertised will display its estimated delivery time. We endeavour to deliver all goods within 5 working days, although some suppliers/products this period is longer . Orders received on Saturdays, Sundays or public holidays, will be processed the next working day. We do not normally deliver on Saturdays, but where we agree to a Saturday delivery, an additional charge will be levied and this will be made clear at the time of placing your order. We do not deliver at all on Sundays or public holidays.
Christmas Delivery Times
The last order to be received by Christmas must be made by midday on the 19th of Dec for you to receive it by the 23rd, however please be aware that due to adverse weather conditions or inundation of deliveries over this time, nothing is guaranteed and all we can do is endeavour to make sure we do everything in our power to get your items to you. As Christmas and New Year fall on weekends this year our delivery companies and warehouses will be closed between from Christmas until the 3rd of January, orders can still be taken, but they will not be processed until the 3rd so please be aware that there will be delays in deliveries by at least a week. Meaning if you order an item it could take two-three weeks to be delivered over this period. Although we work to avoid this sometimes it cannot be helped.
When placing your order, please ensure that you have included the full delivery address details, including an accurate postcode of the delivery address and your daytime contact telephone number(s) and an up to date e-mail address so that we can notify you in the event of a delivery problem. If you are not going to be present to accept delivery and you wish the goods to be left unattended, please notify us prior to delivery in writing (post, email or fax) or leave a signed note in a secure place to this effect.
Once your order is placed we will send out a confirmation email, showing your contact details as provided to us, your order reference number and an estimated delivery date. In most cases, you will be contacted prior to that estimated delivery date by our delivery company to notify you of the exact day on which your delivery will be made. If you miss the delivery of your order at the delivery time that has been confirmed with you, you may incur a re-delivery charge as we have met our original delivery obligation with our first attempted delivery. If this is the case we will of course notify you, prior to the re-delivery, of any charges that may apply. If the delivery company do not contact you and you are not available when they attempt to deliver, a note will be provided with details for you to contact to rearrange delivery when you are available.
If you have any special requirements or believe access to your address may be difficult for our delivery driver then please contact us on team@garden-furniture-outlet.co.uk.
Next Day Delivery
Selected items, as identified on product pages, are available for express delivery. Orders with express delivery are estimated to be delivered the next working day but are dependent on the time of sale (please note that your order needs to be placed before 10am – not including public holidays, weekends).
If you have chosen an express item these products will be delivered by a one man delivery company. This means the courier can only deliver the ordered items to the front door of the designated delivery address. If you reside in an apartment or a block of flats, the delivery driver will deliver to the lobby of the building only. Deliveries will be made Monday – Friday (excluding public holidays) between 9am–6pm.
Please understand that the delivery company that offers this service are not insured to enter private premises. Please be aware that if you purchase a product on an express delivery and require assistance with the positioning of the product you must arrange the assistance yourself.
Delivery Tracking
We track all orders. Should you wish to understand you order status please email team@garden-furniture-outlet.co.uk and we will advise you of the order status and estimated delivery time. Please allow 24 hours to respond.
Delivery Vehicles
For larger product items & furniture sets customers should assume that the delivery vehicle will be a long, heavy, goods vehicle. Therefore it is the responsibility of the customer to ensure that such a vehicle has legal access to their property and inform us about any weight, height and parking restrictions, as well as any difficult access points and unadopted roads/ paths. This is to help us deliver your order successfully and ensure that we have made arrangements for the appropriate size of delivery vehicle to be used. Failure to disclose this information may result in an aborted delivery and a delivery charge being levied. In order to prevent damage to our delivery vehicles, unadopted roads, paths and tracks will not be taken by delivery vehicles. Alternative routes must be provided by the customer.
Other Delivery Information
We or our delivery companies will not remove existing pieces of furniture to help make room for newly delivered products. Likewise old pieces of furniture will not be taken away. The customer must take the responsibility to organize the removal and disposal of unwanted furniture.
We or our delivery companies if requested by the customer will assist the customer in taking the order into the premises to the appropriate room at the discretion of the delivery team. We or our delivery companies will not accept liability for any damage both to the delivered product and to the customers property (including all types of fixtures, fittings and building structure) whilst assisting the customer with a request. The customer must solely take responsibility for this action. Any consequent damage should fall under the customer's household insurance.
We or our delivery companies will not assemble any orders even if requested to do so. The assembly of orders is the responsibility of the customer. Preparation for delivery: customers are advised when accepting goods to have protective sheets available as the goods being delivered may have transferred through a number of warehouses and delivery vehicles. Garden Furniture Outlet will not accept any liability for any damaged caused.
Every effort is made to maintain an estimated delivery time but no responsibility will be accepted for late delivery.