Deliveries & Returns
Delivery charges (when free delivery does not apply)
Where possible to do so, we’re delighted to provide free delivery for all deliveries with an order value greater than £75.
Delivery for orders totalling less than £75 would cost £9.99.
There are some exceptions to this rule and those postcode areas where we can’t provide free delivery are shown below:
- Wales: SY, CA, LD, SA, and LL (excluding LL 13-14 where we do offer free delivery)
- Scotland: TD, EH, G, DG, KA, ML, FK
Delivery charges for the areas listed above would cost £9.99 for orders totalling less than £75 and £59.99 for orders totalling more than £75*.
* If you are only buying accessories then delivery would be just £9.99 regardless of total order cost.
Delivery charges for other areas
If you live on the Isle of Wight we can now offer a limited delivery service. This costs £59.99 and is restricted to our folding and extending sets.
If you live in the following postcode areas, we’ll need to work out a delivery charge for you. We’ll get in touch with you when you place your order.
Postcodes where delivery will need to be priced individually will be:
- Mainland Scotland: AB, IV, PH, PA, DD, HS, KY, ZE, KW
At this time, we’re unable to deliver to some Scottish Islands, Ireland, the Isle of Man or in the Channel Islands.
Free collection
If you would prefer, you can arrange collection from our warehouse (near Marlborough, Wiltshire) at a day’s notice. Please just contact us on [email protected] first.
Arranging your delivery
As an established and trusted family run business, we pride ourselves on customer service and our delivery process is a key part of this.
Once payment has been made we will contact you regarding your best delivery time. We will attempt to deliver your product as soon as possible. In the height of the season this could be up to 2 weeks. We will inform you by telephone of the time and date that your goods will arrive and we’ll also email you (where possible) to ensure you have received the items you ordered.
Wherever possible, it will be our own teams that carry out our deliveries. As you would expect they have a great understanding of our products and should be able to answer any questions you may have when your items arrive.
On occasions though, we may need to use a pre-approved third-party courier company to fulfil deliveries. This may be due to volume of orders or to handle deliveries to areas that we cannot cover with our own staff. In this instance, and depending on where you live, delivery times might be a bit longer. We will still try and get to you within 2 weeks, but you may need to allow up to 4 weeks here please.
If a third-party is delivering your order they will call you directly to arrange a suitable date, We will have given them any special instructions that you have told us.
You should still contact Kingsley Smythe if you have any other questions at all regarding your order. You can do this via email using [email protected]. We will endeavour to respond back within 24 working hours.
Packaging removal
When purchasing our products, in some cases we offer installation. Alongside this, we can also take away and recycle all the packaging for you at an additional cost of £10.
In line with our sustainability ethos, we use recyclable packaging wherever possible and we are currently achieving a 98% recyclable rating with our waste disposal company which is great news. We are looking at just how we can make that 100%.
Our commitment to great customer service
We appreciate that things can go wrong from time to time. We are all human and things happen but please be assured that we are here to make the whole ordering and delivery process as easy and stress free as possible. We will do our very best to resolve any unforeseen problems as quickly and as possible.
We want you to be satisfied with both our products and our Company.
Day of delivery
When your delivery arrives – where it is possible to do so – you must check the items before the driver leaves to ensure that everything is to your satisfaction.
You will be asked to sign for the goods and this will confirm that you are happy with the items received and there is no damage or any other mistakes with your order.
If for any reason you are unable to check the items for damage/mistakes please sign the delivery sheet or pad as UNCHECKED. This will allow us to make a claim against the courier firm if the goods were damaged in transit and to rectify any issues more quickly if a mistake was made by us. This does not affect your statutory rights to a refund in any way, if you were not entirely happy with your items, or if the wrong items were delivered.
Delivery will be deemed as successfully made once the product has arrived at the address specified so long as the product has been signed for – or a signed note by the buyer has been left to say that the goods can be left unsigned for.
Where goods are required to be signed for, these must be signed for by an adult aged 18 years or more.
Products will be deemed your responsibility once they have been received by you, your agent or the intended recipient, or a signed note has been left indicating that delivery can be left unattended. Any loss or damage to the products shall then be at your own risk.
In case of delivery to non residential locations such as hospitals, airports, hotels, ships and other business premises, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery.
Restricted access deliveries
Please note if access for delivery is restricted, please ensure that you inform us when placing your order or in all circumstances prior to dispatch. Failure to do so will result in the delivery being treated as a failed delivery if access is unavailable and may result in a re-delivery charge being applied.
If the order is subsequently cancelled for a refund (within the specified time limit) this will be treated as a cancellation under the applicable Regulations (see contract cancellation) and the original delivery charge will be taken from any refund issued.
Refused delivery
Should a delivery be refused at the delivery address, and re-requested for another date, we may, at our discretion charge for the second delivery since we met our delivery obligations with the initial delivery attempt.
If you refuse an item that is being delivered for any reason when it arrives, you must notify us immediately that you have refused delivery and the reason for refusal to [email protected]. Failure to notify us may result in the original delivery charge becoming payable. If delivery is refused because it is decided you no longer require the goods and the order is subsequently cancelled and a refund given the original delivery charge will be taken from the refund before it is issued.
It is the Recipient’s responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 48 hours of delivery. (Please see Packages/Parcels Missing on Delivery below for further information).
It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as “damaged”.
You must notify us of any damage within 48 hours of receipt and we will require photographic evidence of the damage to be supplied to us. We will then arrange to collect and replace your item within the usual time scales as indicated in the terms of delivery or offer an alternative remedy.
Signing of the delivery note as ‘unchecked’ or similar wording’ does not waive your right of notification to us for damage.
Signing the delivery note as ‘unchecked’ or similar wording will be deemed as acceptance of the goods as undamaged. We cannot accept claims for damaged goods if the courier has obtained a clean signature or if more than 48 hours after delivery has passed.
We cannot process claims for damaged packaging where the contents are undamaged. The function of the packaging is to protect the contents whilst the item is in transit. If you receive a parcel which is obviously damaged beyond all levels of acceptability please REFUSE delivery for the item(s) and contact us immediately by emailing us at [email protected] so we can arrange for the appropriate action to be taken.
Packages/parcels missing on delivery
The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery via email, detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered we cannot accept any claims after this for missing parcels.
Parts missing following delivery
Please notify us of any missing parts following the inspection of the goods. Please notify us within 7 days of delivery using our web-based fault reporting form, detailing the parts and giving part numbers if applicable. You may also send in photos or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you.
Please note that all parts must be checked before assembly to make sure they are all there, once assembly has been commenced the purchase price cannot be refunded. (Please note this is not to be confused with missing parcels as detailed above.)
It would be helpful if you can quote the original packaging reference number when contacting us.
Parts missing after 7 days of delivery
We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.
Damaged/faulty goods
As mentioned above, upon delivery please inspect the goods before you sign to accept them. If you can’t physically check them please sign the delivery as Unchecked.
If any of the items are damaged or otherwise unsatisfactory in any way (excluding a change of mind) then you can refuse the delivery and email us using our web-based fault reporting form. We will work with you to rectify the situation as quickly and effectively as possible.
In the event of a delivery being refused due to damage, the items will be thoroughly inspected when they arrive back to us. If at that point they are found not to be damaged or faulty then we will issue you with a refund minus a collection charge.
Not present at delivery
If you have arranged for the goods to be delivered when you are not present, please inspect the goods at your earliest convenience. If on inspection, you discover damage or any other problem please notify us as soon as possible within 24 hours and email us photographs of the fault you have discovered using our web-based fault reporting form. We will respond quickly and look to get a complete resolution to the issue – either replacement goods or a refund.
Wrong items sent out?
If we have made an error and dispatched the wrong item(s) we will re-deliver and collect the unwanted item(s) at our expense.
A change of mind: returning the goods
If you have received the correct goods as ordered and they are undamaged but you decide, for whatever reason, that you simply do not want the item(s) ordered – then you must inform us within 5 working days of the delivery date, first by telephone & then by email using the goods return form (Also to be found below in the returns terms and conditions section). Goods can only be returned using this method. It is a simple process, just complete the return goods form and send it to us within the 14 days returns period (this starts on the day you received the goods).
We will – if requested – arrange for the items to be collected and liaise with you for the best collection time. Please be advised that you will be responsible for the cost of returning the item(s) to us in the condition that you received them. The cost of returning the goods will be made known to you prior to collection – if using our courier services.
PLEASE NOTE: In all cases any issues need to be addressed before any furniture assembly takes place. We cannot accept returns on any flat packed furniture once it has been assembled.
Refunding you
Once we have received and checked the returned item(s), we will issue a refund to the card on which the payment was made, minus any agreed return fee cost.
Assembly and installation – certain items
For logistical reasons some of our furniture is delivered “flat packed” meaning some self-assembly is required. We do include full assembly instructions. As an option we do provide an assembly and installation service for £49.95+VAT (which also includes the removal of all packaging). Under this service our delivery team will assemble the furniture for you, saving you tie and effort and also giving you peace of mind that the items have been assembled correctly.
Please note that unfortunately, in some circumstances, we are not able to offer the installation service via some third-party couriers. To learn more please contact us using [email protected].
Hopefully any questions you might have had regarding delivery have been answered here but if not, please don’t hesitate to contact us.
We look forward to delivering your new garden furniture or accessories to you. We trust that you will enjoy them for many years to come.
Any questions at all please contact us and we’d be happy to help you.
