Refund policy

Outdoor furniture is bulky, heavy and awkward to ship. This page explains exactly how your order reaches you, what to check when it arrives, and what happens if you change your mind — so there are no surprises on delivery day.

Shipping cost

Shipping is free on every order. No minimum spend, no oversize surcharge, no freight fee at checkout. The price you see on the product page is the price you pay.

We currently ship within the United States only. We cannot deliver to PO boxes — freight carriers require a physical street address and a phone number they can reach you on.

How long it takes

Orders are typically released to the warehouse within 1 to 3 business days. You will receive an email with tracking as soon as your order leaves.

Transit time after that depends on the size of the item and your distance from the warehouse. Small parcels move fastest. Large freight items take longer, because they travel by truck and require a scheduled appointment.

Orders containing several items may ship separately and arrive on different days. Each shipment gets its own tracking number. If part of your order arrives and part does not, it is almost always still in transit rather than missing.

Two kinds of delivery

Small parcel

Cushions, tools, covers, accessories and smaller items ship by standard parcel carrier and are left at your door. No appointment needed.

Freight (large items)

Furniture sets, sheds, gazebos, carports, pools, greenhouses and similar items ship by freight truck on a pallet. This works differently to a normal parcel, and it is worth knowing before you order:

• The carrier calls you to book a delivery window, usually a few hours wide, on a weekday during business hours. Use a phone number you actually answer — unreachable customers are the single most common cause of delayed freight deliveries.
• Delivery is curbside. The driver brings the pallet to your driveway, entryway or curb. They do not carry items inside, upstairs, into the back garden, or unpack them.
• Someone must be present to receive the delivery and sign for it.
• You will need help moving it. A dining set or shed on a pallet is heavy. Plan to have a second person on hand, or arrange local help.
• Access matters. Freight trucks are large. If your street is narrow, unpaved, or hard for a tractor-trailer to reach, tell us before you order and we will check what is possible.

Check your delivery before you sign

This is the most important thing on this page. Inspect the packaging before the driver leaves.

• Look for crushed corners, punctures, tears or a leaning pallet.
• If you see damage, note it on the delivery paperwork before signing. Write what you see — "box crushed on one corner", not just "damaged".
• Photograph the packaging before you open it, and the item afterwards.
• Keep all original packaging until you are satisfied the item is sound.

A signed-clean delivery note makes a transit damage claim much harder to win. Thirty seconds of checking protects you completely.

If you find damage after unpacking, contact us within 48 hours with photographs and we will sort out a replacement, replacement parts, or a refund.

Assembly

Most furniture, gazebos, sheds and playsets arrive flat-packed and require assembly. Instructions and hardware are in the box. Assembly time varies from minutes for a chair to several hours for a shed — check the product description if you are planning around it.

Freight items usually arrive on a wooden pallet with substantial packaging. Disposal of packaging is the customer's responsibility.

Returns

You may return most items within 30 days of delivery.

Condition

Items must be unused, in resalable condition, and in their original packaging with all parts and hardware included. Once an item has been assembled it cannot be returned unless it is faulty.

Who pays return shipping

Changed your mind: the customer covers return shipping. Please take this seriously on large items — return freight on a dining set or shed can be expensive, and it is charged at real cost. If you are unsure about dimensions, materials or colour, ask us before you order rather than after.

Damaged, faulty or incorrect: we cover return shipping in full, and will replace or refund. You are never out of pocket for our mistake or the carrier's.

Starting a return

1. Contact us within 30 days of delivery, quoting your order number.
2. Tell us which items you are returning and why. Photographs help if there is a fault.
3. We will send written return instructions and the correct return address.

Please do not ship anything back before contacting us. Returns that arrive unannounced often cannot be matched to an order, which delays or prevents a refund.

Refunds

Refunds go back to the original payment method once the return has been received and inspected. Your bank may take a few additional days to display it.

Cancelling an order

Contact us as soon as possible. If the order has not yet been released to the warehouse we can usually cancel it outright. Once it has shipped — particularly on freight — it has to be handled as a return.

Questions before you buy

We would far rather answer a question than process a return. If you are unsure whether something will fit, how it handles winter, or whether a freight truck can reach you, ask us.