Delivery Information

“National Deliveries” are deliveries that are not covered within our Local Delivery postcodes stated below. Where hereafter we refer to “National Deliveries”, this is in relation to deliveries to the UK Mainland; we do not deliver to Northern Ireland, the Scottish Islands, the Isle of Man, the Isle of Wight, Guernsey, Jersey, the Isles of Scilly, or any other areas/islands not classified as UK Mainland.

For the delivery of small items, we use a 3rd party courier (typically DHL). For larger items, the majority of our products will be delivered by our 2-Man Home Delivery partner or via the palletised network.

Your details will be passed on to our courier partner who will contact you via email or SMS text message to let you know they have collected your order from Ruxley Manor and then again to agree a mutually suitable delivery date.

We cannot guarantee a delivery date or time slot with “National Deliveries” at the point of your order.

If you are not in during your allocated delivery slot on the 3rd delivery attempt, (or are unable to accept delivery through no fault of Ruxley Manor) we reserve the right to charge a redelivery fee of £20.

If a product is listed as “Local Delivery”, this means we are unable to deliver it nationally – usually because of the nature of the product e.g. too delicate or fragile or because it is not possible to package it appropriately for safe delivery. If the product(s) you want are not currently eligible for National Delivery please email websales@ruxley-manor.co.uk with your delivery address and the products you wish to order and we will do our best to arrange a delivery for you.

Delivery Times (National Couriers)

Please note: Due to the varied size range of items we sell, we classify these from a delivery perspective as “Small” or “Large”. Typically, “Large” items include garden furniture (i.e Sofas, Dining Sets, Parasols etc) and other bulky items. “Small” items may include pet beds, smaller BBQ’s and other small garden items.

Small Goods:

Typically dispatched within 1 working day, arriving within 3 working days.

Heavy or Large Goods:

We aim to pick and despatch National Courier orders for Heavy or Large Goods within 4 working days. If there are any delays beyond this, one of our team will be in contact with you.

Items can then take up to a further 10 days working days to arrive, but generally will be with you before this time. Our couriers will email you with an estimated delivery date once they have collected your order. Once your order has been despatched, Ruxley Manor are unable to change or update your order.

Once your order has been collected by the courier, unfortunately we are unable to expedite service or be held responsible for delays. Whilst our couriers do their best to deliver our orders in a timely fashion, occasional delays do occur and can be queried directly with the relevant Courier’s Customer Services Department as they are outside of our control.

We use the term “Local Delivery” to indicate we use our own team and vans for deliveries that are geographically close to our Garden Centre in Sidcup, Kent, DA14 5BQ.

Postcodes we consider to be “Local” are typically the BR, DA, ME, SE and TN Regions.

For “Local Deliveries” you will be emailed a link within 24-hours after your purchase to select a time and date that is suitable for you.

Where possible (and applicable) our team will take your larger products to your garden, but if access is difficult, it will be treated as a curb side drop.

If you are close to one of these postcode groups and the product(s) you wish to order are not eligible for National Delivery (we typically don’t ship some large/fragile items with 3rd party couriers) please email websales@ruxley-manor.co.uk with your delivery address and the products you wish to order and we will do our best to arrange a delivery for you.

1) Delivery Inspection

We make every effort to ensure your order arrives in pristine condition, however, unfortunately sometimes accidents or manufacturing faults may mean products don’t arrive in the standard we would expect.

Upon receipt of any delivery please inspect your goods for any issues or damages. In the unfortunate event of any issues with your items, please notify us within 24 hours via our Contact Form or by calling our Customer Services Team on 020 8300 0084.

2) Mandatory Packaging Delivery

Select large items (i.e furniture) may come in large carboard boxes. These are for their protection during transportation and we have specifically instructed our delivery partners NOT to take any original packaging materials away with them at the point of delivery. This is just in case you need to repackage items for shipping back to us in the event of return being required.

We also ask couriers to leave wooden palettes with you for the same reason, although the delivery company may be able to take this with them if you ask them to do so.

3) Order Storage

We are unable to store customer purchases for any extended period of time due to the customer not being able to take receipt of the product for any reason. Whilst on occasions we may be able to delay a delivery by a few days, we cannot allocate and store products at our premises for periods of 20 days or more beyond the actual sale date of the product. For orders where this occurs, we reserve the right to cancel and refund orders at our discretion.

4) Delivery Address Changes

Please note, we cannot change the delivery address to a different address once we have received your order. Minor address amendments are possible, but only up until the item has been despatched.