COVID-19 FAQ

UPDATED 2nd January 2022:

 

Are we still taking orders?

Yes we are.

You are still able to place orders online or over the phone on 01726 884123. Our customer service team will be able to answer all questions/queries you have. 

Due to the delays in Global Shipping we are currently operating on a Pre-Order basis for some products. All relevant items will have Pre-Order information displayed below the price on the product page. 

*Please Note* 

Due to a technical issue all products will continue to display "In Stock".  If the product also says "PRE-ORDER FOR DELIVERY ****"  the item is only available through Pre-Ordering. 

Any Product that does not have any PRE-ORDER information displayed is In Stock and available for delivery. 

Apologies for the confusion, our IT team are working on the issue.

 

Are the Pre-Order dates accurate?

Yes they are.

We receive weekly updates from our Shipping agents regarding any delays in the Global Shipping Network.  If anything changes we will update the website and email all of our customers to advise of any changes in the shipping schedule.

Over the past year there have been quite a few delays in the Global Shipping Network and other areas of transport.  We are trying our best to manage the situation but it is mostly out of our control.

Here are some of the main factors affecting the service;

• Less available Container ships – When the pandemic started many countries ceased the production of goods, in response to this Shipping companies began reducing the number of ships on the water. Due to the staggered recovery of Countries and repeat lockdowns the flow of Import and Export became extremely volatile and unpredictable.

 

• Lack of Empty Containers – As countries began to resume production there was a surge in demand for empty containers, however, the earlier reduction in ships and with many Countries still in lockdown, empty containers we unable to be collected from the ports to be returned to the origin countries. This resulted in many manufacturers having goods ready to ship but extremely limited access to empty containers to load them in.

 

• Port Congestion -  Many ports around the world are under immense pressure with the volume of traffic, unfortunately with the new COVID-19 safety and prevention measures in place around the world, it has been very difficult to process that volume. UK ports in particular have been severely impacted by the disruption alongside managing the Brexit complications.

 

• HGV Driver Shortages - Currently the UK is experiencing a severe shortage of HGV Drivers, this is impacting most businesses across the country. In our case the shortage is delaying the speed we are able to transport docked containers from the Port to our warehouses. The situation is slowly improving but likely continue to be a factor until 2022.

 

Are we still delivering?

Yes we are.

All of our delivery services are operating.

Our standard service for large items is our pallet delivery service which is delivered to your driveway. If you need assistance to handle the goods into your property you will need to request our Two man service. You will be responsible for removing all packaging and to dispose of the pallet.  

Smaller items like chairs, tables (under 240cm), folding garden furniture sets, storage units and benches are all delivered via courier services.

 

Is there a delay in deliveries at the moment?

At present there are considerable delays across the courier networks due to high volumes of goods being transported and the HGV driver shortages.

Our normal delivery times for Pallet deliveries have been extended to 4-7 days.

Expected delivery times for Parcel Deliveries have been extended to 1-3 days.

>Our Two-Man service is currently operating at a 2-4 week lead time. 

We will keep you updated once the situation changes.

 

Are we accepting viewings?

Yes we are

If you would like to arrange a viewing please call us on 01726 884123 to book an appointment. 

 

Are we still accepting returns?

Yes we are.

We are still happy to accept returns as normal.

We would like to request anyone looking to return an order who is currently self-isolating to email us at [email protected] within 14 days of delivery. We will log your return request and arrange the collection once your quarantine period has expired.

If the couriers are unable to collect the item/s due to any further COVID-19 restrictions we will delay the collection until it is possible to do so. Please ensure the item/s are unused and in their original packaging for collection.