Delivery & Returns
Please note all our furniture is hand made using solid teak (natural wood). As it is handmade we cannot guarantee any consistency of size, colour, grain or markings in the wood. You may find slight variations in size, angles and design from time to time but this is the beauty of buying a quality handmade product such as Cotswold Teak Garden furniture.
Hair line cracks will be present in the wood this is normal and appears in the grain of the wood. This will not affect the longevity or the usability of the products, its part of the character and part of buying and owning Teak furniture.
Epic Logistics are our selected delivery partner and we use them for all of our 1 and 2 man free deliveries, who specialise in premium home deliveries. We work with them closely and aim to deliver all of our products when in stock within 15 working days. If we have the item in stock and you would like an express delivery please e mail us with details so we can organise. Please note there may be a small surcharge for this.
- All orders over £100 are delivered via our 2 man premium delivery service and can be fully assembled on site, completely free of charge. They will also take away all the packaging.
- Orders under £100 are sent via DPD, the delivery charge is £10.
- Once you have ordered, you will receive a confirmation e mail immediately.
- Our 2 man delivery team "Epic Logistics" will text you with a delivery day and an AM or PM delivery slot, please keep an eye out for the message and reply to confirm.
- You can change your delivery time and date by calling the number on the text and organise re-delivery directly with our 2 man team at Epic Logistics.
- We aim to deliver all goods within 15 working days if the item is in stock, if the item is out of stock you will be contacted on the day you order.
The following postcode areas have a surcharge of £60.00 delivery: EC1, EC2, EC3, EC4, SE1, SE11, WC1, WC2, W1, SE1, SE11, SW1P, SW1E, SW1H, SW1A, SW1Y.
The following postcode areas have a surcharge of £65.00 delivery: AB, DD, DG, EH, FK, G1-83, KA1-26, KA29-30, KY, ML, PH, TD, TR, IV.
You will be able to select and pay for the surcharge on checkout if you wish to arrange delivery to one of the post code areas above.
Please note that all deliveries to The Isle of White, Isle of Mann, Jersey, Guernsey and Scottish Isle’s have additional postcode surcharges that are available on request.
Deliveries to the Isle Of White can take between 4-6 weeks for delivery from the date of order.
At the time of placing your order, we will aim to confirm the availability of your product. Delivery timings will be discussed with you at the time of placing your order. Please note that products are insured up to the time they are delivered to you.
Goods shall be delivered and accepted as soon as ready unless the contract provides for delivery on a specific date. If the contract provides for delivery on a specific date, any failure by the "Company" to deliver on that date shall not entitle the "Customer" to rescind the contract on condition that the "Company" agrees to and delivers on a new delivery date not later than 21 days after the contracted delivery date.
In exceptional circumstances, products that are available "in stock" may not pass our final inspection prior to dispatch. If this situation occurs, then you will be immediately advised of such and a revised delivery time will be given to you.
Delivery is to the ground floor only. No liability can be accepted for costs caused by late deliveries or for any other reason. In exceptional circumstances, deliveries can still be made when there is no one present to accept it. If both parties agree to this then the word of the Company will be sufficient to confirm that delivery of the goods was made.
*Delivery times vary depending on the product type and seasonal variations.
The Delivery prices shown on our website are home deliveries within mainland Britain. Large items are transported directly to your home in LWB or Luton vans; smaller items may be delivered by a parcel service.
Report damages, faults, or errors to Customer services by phone, email or letter within 48 hours of receiving the goods via Tel: 01608 682 191 or email address email@example.com.
Please check your order on arrival. In the unlikely event that anything is wrong we will try to rectify it at that time. If we need to replace any articles for any reason, please allow for delivery lead times.
RETURNS & EXCHANGES:
You can cancel your order up to 14 calendar days after the day on which you receive your goods (except for any made to order items, made to order items or ‘specials’ are non-refundable). To cancel your order, you must inform us in writing giving your name, address, telephone number, email address and details of your order. You can notify us in writing at the following email: firstname.lastname@example.org Tel: 01608 682 191.
You can also use the returns link on the website once you are logged in.
To meet the cancellation deadline, it is sufficient for you to send your communication advising that you wish to exercise your right to cancel before the cancellation period has expired. Please note though you might have to provide proof of despatch if you post the item such that the cancellation notice is delivered to us after the expiration of the cancellation period.
You cannot cancel your order if the goods are bespoke (i.e., made to order) or personalised in any way.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with Teak Oil or a Teak Care product the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.
If you cancel your order, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us). You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging they were delivered in. There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than 14 calendar days after the day we receive back from you any goods supplied or (if earlier) 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
COSTS OF RETURN:
You will have to bear the cost of returning the goods. You should return smaller items, value up to approximately £100, via Royal Mail or courier and this will cost £10 - £20 to return. Please make sure you insure the goods and retain proof of despatch which might be required by us to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
• £45 For order values £50 - £199.99;
• £90 For order values £200 - £399.99;
• £200 For order values Over £400.00.
There will be a surcharge for collection from Scotland of £100 depending on the location of the delivery address. In the event that delivery was to an agent/freight forwarder collection will only be from the point of delivery not the onward customer address. For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer. We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund.
CANCELLATION BY US:
We reserve the right not to process your order if:
• we have insufficient stock to deliver the goods you have ordered;
• we do not deliver to your area;
one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
OUTDOOR HEATING - GAS PATIO HEATERS:
Our Gas Patio Heaters are not part of our 2 man delivery service and will be delivered on a pallet service. Please make sure someone will be in on the arranged day for delivery to accept the order. The pallet company will only take the pallet off the lorry and make a roadside delivery. They will not and are not insured to take it any further. This is a free delivery service, if you do want to arrange a home delivery service on this item please e mail us directly to confirm your requirements and delivery address.
Our BBQs masonry and steel are not part of our 2 man delivery service and will be delivered on a pallet service. Please make sure someone will be in on the arranged day for delivery to accept the order. The pallet company will only take the pallet off the lorry and make a roadside delivery. They will not and are not insured to take it any further. This is a free delivery service, if you do want to arrange a home delivery service on this item please e mail us directly to confirm your requirements and delivery address.
Our Camp stove can easily be shipped via DPD as it is packaged well in a box. It is not part of our free 2 man delivery service and will be shipped on a normal DPD next day service free of charge.