Delivery Information

We advise you to read the information below prior to ordering, as this will ensure we can provide a smooth, hassle-free delivery service. 

1. Free Delivery

At featureDECO, our standard delivery service is FREE on all orders over £300 within mainland England and Wales. For the Scottish Mainland, additional charges will apply. Any other offshore locations, including the Isle of Wight, are currently not offered.

2. Delivery Information

2.1  Standard Furniture Delivery

The delivery timeframe is as specified on the product page. In the event that an item is temporarily out of stock, we will notify you of any delay and despatch the item as soon as it is in stock. 

On rare occasions, your purchases may be delivered outside of the quoted delivery window.

When the goods are dispatched, you will receive a shipment confirmation email. This email might sometimes go to the spam or junk folder if it's not seen in your inbox, as sometimes mail providers tend to filter our emails. If you still have not received this, you can call or email us to resend this to you manually.

Our standard delivery service is delivered on a pallet, which is a solid wooden crate onto which the goods are securely strapped. The reason why we provide this service is due to the reliable network in place around the UK with fast options. 

Once the goods arrive at a local depot, the courier will call to book a convenient day. In some cases, the couriers may attempt delivery unbooked if there is space on the vehicle and the goods are passing by your address. If you are offered this, it is optional. You may wish to accept or reject the delivery if this was not arranged with you by the depot.

All standard deliveries are usually to the curb or front door if possible, and are usually made by a one-manned delivery unit. The items will be delivered in 7.5-tonne trucks, so it is important that you let us know in advance if you think we may have difficulties accessing your road or home.

Please note that the drivers are not allowed to enter your premises with this service and the goods are not delivered to the room of your choice or the garden for this service. We offer a premium service for this. 

Delivery is attempted at any time during the day on the booked day between 8 am and 6 pm. We can, on occasion, provide more information regarding the delivery and the driver will attempt a call around 1 hour before the delivery. However, this is not guaranteed as they can be working on a high volume of orders in a day.

Please note that we do not process or dispatch orders on weekends and Bank Holidays.

We always advise that you provide a mobile number and that you are available on the day of the delivery should any delivery issues arise. We or the courier will always contact you directly to resolve any queries. We will try our level best to ensure the delivery occurs smoothly and would want to avoid a failed delivery. In the event, this does occur, you will be charged for the failed delivery and the subsequent redelivery attempt. If a furniture delivery is booked with you and confirmed and you are not there to receive it, we reserve the right to charge you a fee to cover the cost of the failed delivery, which is dependent on the delivery location.

IMPORTANT NOTE: 

* The courier we use does not pick up the pallets since they have a very limited delivery schedule planned on their system and have very little time to wait for customers to unload the goods.

* If you are ordering for an event, we advise you to order at least 3-5 working days in advance of the date in the rare event of a delay.

* The items will be delivered in a 7.5 tuck, so please let us know if you believe the driver will have difficulty accessing your road, or home (front drive or curb-side). If there are any access restrictions during delivery that we are not aware of, the driver might cancel your order and a return, cancellation, or redelivery fee will apply.

2.2  Standard Express Delivery

Express Delivery is available on selected products and follows the same process as the standard delivery above, shown in 2.1. Orders must be placed before 11:00 am. If order is place before 11 am the goods will be dispatched the same day and delivery will be within1-2 working days (excluding weekends and bank holidays). For example, goods ordered on Friday before 11:00 am will be delivered before Tuesday from 8:00 am - 18:00 pm the following week.

Deliveries will be made between 8 am and 6 pm the following working day. The standard price for express delivery in selected areas is £15. Express delivery is only available at certain locations.

IMPORTANT NOTE: 

* If you are ordering for an event, we advise you to order at least 3-5 working days in advance of the date in the rare event of a delay.

* The items will be delivered in a 7.5 tuck, so please let us know if you believe the driver will have difficulty accessing your road, or home (front drive or curb-side). If there are any access restrictions during delivery that we are not aware of, the driver might cancel your order and a return, cancellation, or redelivery fee will apply.

* The courier we use does not pick up the pallets since they have a very limited delivery schedule planned on their system and have very little time to wait for customers to unload the goods.

2.3  Standard Saturday Delivery

2.4 Premium DECO Delivery to the Garden

DECO Premium Home Delivery Service

There are times when delivery via a pallet is not convenient and you require a service whereby the goods are delivered to the garden. We also offer an optional premium delivery service to the garden, and this will be either a 1-man or 2-man depending on the garden furniture set. The price for this service will be quoted during checkout. As soon as we receive your order, we will arrange for the items to be collected by courier. Once the courier has received your order in their warehouse, they will then be in contact with you to arrange a convenient delivery date. The delivery time for this service is usually 7-14 days. Deliveries typically take place between 7 am and 7 pm, Monday to Friday. Sometimes, items will be delivered outside of these hours, particularly during busy periods. 

Delivery is carried out on a Luton van.

IMPORTANT NOTE:

* Unfortunately, we are unable to deliver our garden furniture to Parts of Scotland, Offshore, Highlands & Islands.

* Because the products will be delivered in a Luton Van, please let us know if the driver will have trouble entering your road, home, or entering through your preferred room of choice. If we were not made aware of any access restrictions before the scheduled delivery date, or if a ticket was issued to our driver, it is the customer's obligation to pay any applicable fees. Please keep in mind that the premium service supplied is non-refundable once the driver is en route or scheduled to deliver your goods. If there is a failure to deliver due to either the consignee not being present to sign the paperwork or the delivery restrictions indicated above not being provided to us in writing via email, we may cancel the delivery or postpone the delivery date, which may incur additional fees such as re-delivery or cancellation fees.

DECO Premium Plus Home Delivery Service with Packaging Removal

Our Premium Delivery Service involves a packaging removal service, which is designed to make your life even easier on the day you receive your furniture. For an extra fee shown on the basket, our friendly and professional delivery team will deliver the furniture to the garden and will take care of all the lifting, unpacking, and packaging removal so you don't have to. The option is available to add on when you checkout, via our website, or through our telephone ordering system.

IMPORTANT NOTE:

* Unfortunately, we are unable to deliver our garden furniture to Parts of Scotland, Offshore, Highlands & Islands.

* Because the products will be delivered in a Luton Van, please let us know if the driver will have trouble entering your road, home, or entering through your preferred room of choice. If we were not made aware of any access restrictions before the scheduled delivery date, or if a ticket was issued to our driver, it is the customer's obligation to pay any applicable fees. Please keep in mind that the premium service supplied is non-refundable once the driver is en route or scheduled to deliver your goods. If there is a failure to deliver due to either the consignee not being present to sign the paperwork or the delivery restrictions indicated above not being provided to us in writing via email, we may cancel the delivery or postpone the delivery date, which may incur additional fees such as re-delivery or cancellation fees.

2.5 Parcel Delivery

Mainland UK Standard Delivery starts at £5.95 per parcel.

If goods are heavy or bulky, their delivery charge is higher and can be either £9.95, £19.95, £37.50, or £45.95, per parcel.

Products may be sent out from multiple locations and, therefore, may arrive separately, but you won't incur additional delivery charges as a result. If there is a safe place to leave your parcel, please remember to contact our staff via written confirmation email with clear, detailed information when placing your order so we can indicate this to Delivery Instructions.

2.6 Pergola Large Goods Delivery

We want to ensure your complete satisfaction with your purchase, and to that end, we'd like to provide some important information regarding its delivery, handling, and assembly.

• Fully Packed and Inspected:
  Please be advised that each part of your pergola has been meticulously inspected by our warehouse staff prior to dispatch. We take great care to ensure that every component meets our quality standards before it reaches your doorstep. Should you have any difficulties or issues with your order, we kindly advise you to report it within 48 hours of receipt. Provide detailed information and visual images of the affected unit, including the boxes indicating how you received it and your order number, so we can find you on the system.
  
  
• Handle with Care:
  We've noticed instances of customers mishandling the packaging upon delivery, leading to potential damage such as incorrect assembly, scratching, or dragging of the components across rough surfaces. To avoid any such issues, we strongly recommend unpacking only the parts required for assembly and leaving the rest securely inside the box. Also, please make sure that you are unpacking this with an ample amount of space to avoid hitting the parts. Our pergola parts are powder-coated for durability, but caution is still advised to maintain their pristine condition.
  
  
• Follow Assembly Instructions:
  For a smooth assembly process and optimal performance of your pergola, please refer to the assembly instructions provided. We also have additional care guide information provided on our website. Additionally, we've sent a follow-up email containing essential delivery and care information, which you can access there. If you haven't already, please ensure to review this email, as it includes important details regarding assembly and care.
  
  
• Do Not Discard Boxes:
  In the event that you need to initiate a return or exchange as per our returns policy (also outlined in the follow-up email or on our website), we kindly request that you retain the original packaging. This will facilitate the return process and help ensure that the components remain protected during transit. If boxes are discarded, customers must provide suitable correct packaging for the items, otherwise courier can reject your collection due to the high risk of items getting damaged in transit. Please note that we use third party couriers that also have other goods loaded and unloaded on their truck, having correct packaging will protect this from potential damages while in transit. Please note that we use third party couriers that also have other goods loaded and unloaded on their truck, having correct packaging will protect this from potential damages while in transit. Please check your inbox, as our follow-up email may have been filtered into your junk or spam folder.
  
  
• Two-Person Handling:
  We recommend that delivery is handled by two or more people unless you've chosen our Garden of Choice delivery, as detailed in our previous communication. Additionally, when assembling the pergola yourself, it's important to have at least two people present, or better yet, enlist the assistance of a recommended specialist. This will not only ensure your safety but also minimise the risk of damage to the components.
  
  
• Specialist Assembly Recommendation:
  While assembly instructions are provided, we highly recommend enlisting the services of a specialist for assembly if you are unsure or feel you may struggle to do this. A specialist will have the expertise and tools necessary to ensure proper installation, minimising the risk of errors or structural issues. Investing in professional assembly can prolong the lifespan of your pergola, enhance your overall satisfaction with the product, and avoid future issues with your order.

2.7 Pre-Ordered Goods

If items are placed on pre-order, they have been shipped out from the far east and are in sea transit. The times provided on the website are an 'estimate', as containers may arrive slightly earlier or later. Once the goods arrive, they are shipped using our standard service, and no special delivery services such as the next day, set day, or Saturday are available.

If the goods are required for an event, we do not recommend this method, and it is best to opt for a product in stock.

We do not recommend placing any 'Pre-Order' goods with express delivery as goods are shipped by sea via container to the UK.

2.8 - In Production Goods

If goods are in production, the set is currently being manufactured. We do not allow orders to be placed until the goods are in pre-order status.

Should you wish to wait for the products to arrive in stock or be ready for pre-order, we highly recommend signing up on the product page to receive an automated email alert from us once the product/s you are interested in are ready for order.

3. Shipping to Europe or Offshore locations:

We are able unable to ship to Europe or any other offshore locations.

Thank you for your attention to these important guidelines. We're committed to providing you with a seamless experience and a pergola that brings joy and functionality to your outdoor space.

If you have any further questions or concerns, please don't hesitate to contact our customer support team using our contact form.