Delivery & Returns
Delivery
Overview
One Garden works hard to provide delivery on days suitable for our customers. Pick a day options are available on many products and where that option is unavailable you will be contacted by the delivery team and a date will be arranged with you directly. Deliveries typically occur on weekdays, however some 'pick-a-day' products offer free weekend availability too. We do not currently offer paid for express deliveries.
Size of vehicle
Deliveries for most panel-based products will be made on a 7.5 ton truck (similar size to a removals van or your local council’s bin lorry). The panels will be manually taken from the truck, one-by-one, and delivered to your property. Smaller and boxed items are often delivered by courier in vehicles similar size to a Transit van (other van manufacturers are available…) If there are any delivery restrictions then please either inform One Garden when placing your order or let the delivery team know when you are contacted.
Delivery location
All deliveries are made to kerbside or to a customer’s driveway. Drivers are insured when delivering to the front of the customer’s property. They are not covered to deliver to the rear of, into or through a customer’s property.
Free delivery
One Garden offers free delivery on the majority of the products it sells but there are some exceptions due to location and the relative manufacturer’s delivery infrastructure. Any delivery charges that apply to an order are shown before any payment is made.
Returns
Overview
Customers can reject goods at the point of delivery if they are damaged or incorrect and the driver should take the goods away there and then. If goods have been delivered and the customer then wishes to return the goods, we will need to be contacted and instructed how to proceed. Replacement goods can be dispatched from the manufacturer or if the goods are unsatisfactory and the customer wishes the order cancelled then One Garden must be e-mailed a cancellation request in line with our cancellation policy. Please see our Terms & Conditions.
Collection of goods
Any goods to be returned must be returned to the state in which they were delivered (i.e. flat-packed or boxed) and made freely available for the driver to collect. A collection date will be arranged and on that date the goods should be located at the point of delivery (kerbside or driveway as appropriate). The driver is not covered to come into or through customer’s property to collect goods.
The above is subject to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To arrange a return or cancellation please visit our: Returns page.
Once there, you should populate the required fields to enable us to verify your identity. On submission we will review your request and make contact with you in due course to confirm the next steps.
