Delivery and General Info

Ordering Information & Questions

How To Order
The easiest and most efficient way to place an order is to do so online. It is easy, safe and secure! Simply add the items you would like to purchase to your shopping cart and check out using our secure checkout system.

Customers who have registered an account with us have ability to add an unlimited amount of items to their cart, guest shoppers are limited to 35 different items until they register their account.

Customers can telephone orders through or write to us with their order if preferred.

 

Payment Types
We accept:

Visa
Mastercard
Discover
American Express
Paypal
Google Checkout
Postal Orders
Cheques/Checks

We accept payments in UK Pounds, US Dollars and Euros. Cash can be sent but should be sent securely and is at the senders risk.

 

How to Change Currency Type
At any point you can change all displayed prices in to either UK Pounds, US Dollars or EU Euros by clicking on the appropriate flag at the top of the screen above the shopping cart link.

 

Order Confirmations
Throughout the process of your order you will receive automated updates. These are;

1)Confirmation of order placement
2)Confirmation of payment / notice of failed payment
3)Confirmation your Order has been picked
4)Confirmation your Order has been check ready to be posted
5)Confirmation your Order has been posted

 

Product Info

 

Sizes
Where a size is given for a product this should be taken as an approximation.

 

Product Scale

 

Handmade Tag

 

Product Search Tags
When you view one of our products in the detailed viwew you will see “Search by these related terms” appear at the bottom.

By click on these tags, the feature allows you to search for related products. Tags displayed can include date added to out catalogue, product designer, collection, material made from and other key words that are relevant.

 

Materials Overview
We make our products from many different materials. Items we buy from manufacturers also have many different materials in them.

Please note, the material identifer only identifies the main material
Where a material is identified we do try to be accurate, but the material of manufacturer is only an opinion of the member of staff listing the item and is meant as guidance.

Plastic
Recycled, environmentally friendly

TPE

Plastic/Metal

Metal

Wood

Polythene

 

How We Ship Your Order
All items are shipped from our facility in Kettering, UK, directly to your specified shipping address either residence or business. All items in an order are picked and checked before being carefully packed in appropriate packaging.

All Domestic UK orders will ship via Royal Mail under 30GBP and UPS over 30GBP. International orders will ship via either UPS or Royal Mail International Signed For.

All international orders over 30GBP are shipped international signed for.

ALL orders to Italy are shipped International Signed For.

 

Shipping Costs
Delivery Charges
All postage prices quoted on this website are valid for orders to England, Wales and the lower parts of Scotland. Where your address postcode is shown in the exclusion list below please contact us for the correct postage charge.Addresses ‘excluded’ from our standard rate of postage are listed below:Scottish Highlands:
FK17-99, G83, IV1-IV28, IV33-IV39, KW, PA21-PA33, PA35-PA40, PH18-PH26, PH30-42Scottish Islands:
HS1-HS9, IV40-IV51, IV55-IV56, KA27, KA28, KW15-KW17, PA20, PA34, PA41-PA48, PA60-PA78, PH42-PH44, ZE1-ZE3

All Channel Islands, Isle of Man, Scilly Isles and all other offshore islands are classified under ‘Offshore Islands’ shipping band – please note this also includes Northern Ireland.

Order Processing and Shipping
We deliver to UK mainland addresses only. If you would like delivery to non-UK mainland addresses, please contact us prior to ordering so we can confirm a delivery price. If you order from us and fall outside of our standard shipping area we will not process your order until the correct postage is paid.
You may request upgrades to your shipping service when checking out if you require domestic or international tracking.

 

International Import Duties
In some cases you may be required to pay local or national import duties or taxes to your local customs office. We have no means to determine in advance if you will be taxed or what these taxes may amount to. We recommend you contact your local customs office to determine if you will be required to pay any additional duties.

Any Duties due are the responsibility of the buyer and if an order is returned to us with unpaid customs charges this will be deducted from any refund given.

 

Shipping Delays and Problems
We recommend that you wait until the end of the estimated delivery time range before you inquire with us as to your order’s status. While we have the utmost faith in our shipping and delivery partners, some delays and problems can occur from time to time. Below are some solutions and answers to some of the more common problems.

Delivery Delays
There are several common reasons a delivery is delayed, and in many cases results in the original shipment being returned to us. In all these cases you will be contacted immediately and the situation will be resolved.
Incorrect or invalid shipping address
Recipient unavailable to receive delivery
Shipment damaged/destroyed in transit
Customer has not collected parcel after carrier left a delivery card.

Lost Shipment
If you feel that your shipment has been lost, please contact us immediately and we will determine if it is actually lost or just delayed. If it is lost, a replacement order will be processed and shipped immediately. International orders are not deemed lost by carriers until 40 days after the shipping date. When 40 days has passed, an insurance claim will be filed and a replacement shipment will go out immediately, at no additional charge.

Paypal Disputes
If you use Paypal to pay for an order and you have a problem with the order DO NO FILE A DISPUTE before contacting us and giving us an opportunity to rectify the situation.

If you do file a dispute without giving us a chance to sort out any problems we will PERMENANTELY ban you from placing an order on our group of websites.

 

Information about returning items
At gardenuniversal.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That’s why under our 14-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item as long as the items being returned are not made to order or customised for you.

By law, customers in the European Union also 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 unless they are made to order or customised for you.

To cancel your purchase within the seven-working-day cooling-off period, please contact us via email or normal mail, giving the reason for the return as “I don’t want it anymore”. Please package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item(s) back from you, we may arrange for collection of the item from your residence at your cost.

You must notify us either by email or in writing within the periods mentioned above.

As soon as we receive notice of your cancellation of your order, we will refund the relevant part of the purchase price.

 

Returns Authorisation
Please contact us via telephone or email (returns@gardenuniversal.co.uk) prior to returning an item.

This enables us to ensure the returns process is as efficient as possible and your return is easily identified by our staff. Sending an item back to us without contacting us first can result in delays to updating your account status and processing the return.