Delivery FAQ's

Who is delivering my item?

Garden Store Direct do not operate our own delivery service. We work with a number of well known couriers. Depending on the size and weight of your item, we will use one of the following couriers - Royal Mail, DPD, DX Freight, Palletforce, Panther and Yodel. 

Can I track my item?

With most of our couriers, tracking is available. This will be sent to you via email upon dispatch.

What time will my delivery arrive?

The following couriers provide time slots that you can locate using your tracking number - DPD, Panther and Yodel. The following couriers do not provide time slots and are considered an all day service - Royal Mail, DX Freight and Palletforce.

What if I cannot be home to accept the delivery?

If you have delivery instructions that you can provide ahead of time, please add these to your notes, however we cannot guarantee that the courier will follow these. If you have an issue with your delivery, please contact the customer service service team via email, phone or live chat during our office hours of 09:00 - 16:00 hrs for assistance. 

My delivery did not arrive on the advertised date, what do I do?

If this has happened, please accept our sincere apologies. As we hire external couriers, we do experience issues out of our control. We ensure that all items are dispatched within the correct time frame for the advertised delivery date. It may be that an individual courier is experiencing delays within their network or due to other factors such as low staff levels or breakdowns. We are not always informed of this. Please ensure you keep tracking your item, or contact the customer service team for further advice.

My package has arrived but it is damage, what do I do?

Unfortunately, we do experience damages from time to time during transit and we appreciate this can be very frustrating. Please let us know as soon as possible if your item is damaged. We can replace any damaged parts free of charge using the part name from the manual.