SHIPPING & RETURNS

SHIPPING POLICY

Order cut-off times?

During the UK lockdown, we unfortunately cannot guarantee a Next Day service to all areas of the UK… some of the delivering depots are under extreme pressure, with increased volume and reduced staff. In some cases, this is causing a 2-3 day delay. Please accept our apology on behalf of our Couriers.

Orders placed before 1:30pm (Mon-Fri) will be processed the same day and aimed to be dispatched the same working day (subject to being in stock at our Buckinghamshire Distribution centre. Any items dispatched directly from our suppliers may require an extended delivery date, this will be advised by a member of our sales team shortly after you place your order.

Orders placed after 1:30pm or at the weekend will be dispatched the next working day.

Unfortunately, our couriers do not deliver on Bank Holidays, if you have placed your order the day before a bank holiday, it will be delivered the next working day. If you placed your order ON a Bank Holiday it will be dispatched on a 24 Hr service the next working day unless advised otherwise by our customer support team

How will my order arrive?

All orders will be packaged and dispatched as either a parcel, number of parcels or on a pallet. Once you go to the checkout page and enter your postcode, the most cost effective delivery option will automatically be selected from our database of shipping methods and it will tell you how your order will arrive and confirm the Zone and price you will pay for delivery.

Can I track my order?

All parcels can be tracked on their journey through either the APC or Royal Mail Network, please contact our sales team to obtain your tracking number, it will only be available once your parcel has been dispatched, you will receive a dispatch confirmation email.

If your order is being sent through our pallet network we, unfortunately, will not be able to provide you with a tracking number, however, we will be able to give you an update on the order upon request. On the day of delivery, we will be able to give you a 1-2 hour window. As with all deliveries, this is only an anticipated time frame, we will not be held liable for late deliveries due to measures beyond our control. i.e. Traffic delays & poor weather conditions.

Parcel Deliveries

Our standard size parcels will be delivered with Royal Mail and are all 1st Class Next Working Day deliveries. If you would like to delay your delivery for a specific day or can only accept a Saturday delivery please call a member of our sales team and they will be able to process your order over the phone.

APC operates between 7am and 6pm. APC will not leave a parcel without a signature if no one is home they will leave a calling card for you to be able to contact your local depot and arrange a suitable day/time for re-delivery.

Please note on next day deliverers we shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control. For example delivery companies being delayed due to traffic incidents, breakdowns or weather conditions.

Pallet Deliveries

On Large quantity size orders or heavy/ bulky products, these orders are usually sent out palletised. On pallet deliveries, our delivery lorries will require good access to the site, an open, flat, hard-standing space for offload, with the use of a tail lift. Please provide us with an up-to-date contact number to pass over to the delivery company to contact you if there are any issues with delivery or to make you aware of the drop-off time. If you have any site access issues or wish to pass over directions to the site please contact us at the time of ordering.

Signing for Goods

When signing for the order please inspect before accepting, if goods are received damaged, you must inform the delivery driver immediately and ensure that this is added to your signed proof of delivery - If you notice damage to goods delivered that you didn't inform the driver, please notify us with 24 hours of receipt and email photo's of the damage to sales@theidealgarden.com Or if you believe a parcel or part of your order to be missing, please sign for the delivery as a partial delivery and notify us straight away to investigate. Any orders reported after 24 hours from receiving damaged, partially missing, or signed for as undamaged and or all received we will endeavor to help rectify the situation but no guarantee is offered due to the acceptance of the goods at the time of delivery.

Delayed Delivery & Failed Delivery

We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control. For example delivery companies being delayed due to traffic incidents or weather conditions.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

If for any reason the purchaser or delivery addressee fails to accept delivery of any of the goods, or CORE is unable to deliver the goods on time because the buyer has not provided appropriate instructions, personnel, documents, vehicular access, licences or authorisations:

1) Risk associated with the Goods shall pass to the Buyer.

2) CORE may store the Goods until re-delivery, whereupon the Buyer shall be liable for all related costs and expenses (including, without limitation, original and re-delivery charges, storage and insurance).

Products that are made to order or not stocked at CORE's Distribution Centre may have a longer delivery and lead times. Please contact a member of our sales team on 0800 44 88 123 if you have any other questions.

The Legal Stuff

When you place an order, you will receive a confirmation e-mail. This e-mail does not constitute acceptance amounting to a contract; acceptance takes place when the product is dispatched, until which time theidealgarden.com are entitled to withdraw the offer.

CORE will not be liable for any loss caused to you by late delivery and will not be liable for any loss or damage to goods once they have been delivered in accordance with your delivery instructions.

For further information regarding all aspects of CORE's contracts with customers please see our full Terms & Conditions

RETURN & EXCHANGE POLICY

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 60 days of receiving the item, and after having received a returns number send the item back to us for a full refund Minues the cost of standard delivery. This doesn't apply to 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. 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 note that a number of our products are mass produced in batches. We try to maintain exact colour matches throughout all batches however from time to time slight colour variations may occur... we therefore are unable to guarantee that colour will always be uniform.

HOW DO I RETURN MY ORDER?

To begin with, first email sales@corelp.co.uk to notify us that you wish to return all or part of your order. Do this within 60 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.

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:-

Returns Department
Unit 1-3 Calves Lane Yard, Bellswood Lane, Iver, Buckinghamshire, SL0 0LU

Email: sales@corelp.co.uk