Change or cancel an order
If your order has already been despatched or delivered, then you’ll need to follow our returns procedure.
To add products to your order, please either place a new order online or phone us on 0330 021 1352. Our offices are open 8.00am to 4.30pm Monday to Friday
To make any changes to your order, including the delivery address, to remove items from your order or to cancel it completely, please contact us by email at firstname.lastname@example.org or by phone us on 0330 021 1352 within 24 hours of placing the order. Our offices are open 8.00am to 4.30pm Monday to Friday. If you cancel your order once the goods have been despatched and a confirmation of delivery of goods email sent to you, we will charge a re-stocking fee of 20% should the goods be returned.
If you are cancelling your order because the goods are damaged, we apologise for the problem. Please advise us straight away the nature of the problem and keep all original packaging. We will advise you on the correct return address and agree with you the method of return. We will send you a replacement, or refund damaged goods in full, including any UK delivery charges incurred. Any replacement goods will be sent to you at a UK address free of charge.
Missing, incomplete or damaged orders
Whilst we do our best to deliver goods to a scheduled time, we do not guarantee that delivery will take place on the day which we have said. Sometimes circumstances, often out of our control, such as bad weather or other transport issues can affect delivery schedules.
Please allow a little extra time before contacting us.
For damaged goods, incomplete orders or orders that have been despatched that do not arrive within the expected time period, contact us by email at email@example.com or by phone us on 0330 021 1352. Our offices are open 8.00am to 4.30 pm Monday to Friday.
If you return an item to us that is not damaged, you need to inform us of your wish to cancel or exchange the item within 14 calendar days of receipt of the goods. A re-stocking fee of 20% for undamaged items and a £50 per item fee applied for carrier to return goods to us will be applied at the point of refund.
Please contact us by email at firstname.lastname@example.org or by phone us on 0330 021 1352. Our offices are open 8.00am to 4.30pm Monday to Friday to tell us that you wish to return the item. Please provide your order reference number and contact details.
Should you wish to return an item, please use the original packaging and goods unused. Please do not return goods to us without telling us first. This enables us to advise you on the best method of packing the goods to avoid transit damage.
We will advise you of the returns process via telephone and email contact.
Please return the goods to us within 14 days of cancellation. We advise you to obtain a courier collection number of the return.
Any refund due to you or agreed exchange of goods, will be processed without undue delay and in any event no later than 14 days after we receive back the original goods.
Before any refund is given we will inspect the returned goods to ensure that you have taken good care of them, including repacking them carefully before return.
Taking due care can include, for example, not using the goods, or damaging their retail packaging beyond what is required to establish their nature, characteristic and function, as might be reasonably allowed in a High St shop. Where we consider that due care has not been taken, then we reserve the right to make a deduction for diminished value from any refund due.
Please note that refunds will not include any premium delivery charges incurred when your order was first sent to you or any costs of return incurred by you.
Any returns that include heavy parasol bases will need to be re-palletised. Please call if you would like a specific quote before you order. If we arrange collection, we will quote you on the costs before proceeding. The costs of collection will be treated as your costs of return and will be deducted from the price you first paid when calculating your refund. Normal delivery terms (see above) apply to goods sent out in exchange.