Delivery Information

Free Standard Delivery
We offer free standard delivery on all orders to UK postcodes, excluding the Scottish Highlands, Northern Ireland, and other offshore locations where surcharges apply or delivery is unavailable.

Delivery Partners
We use third-party couriers, including Royal Mail, Yodel, and DX. Free standard delivery can take up to 7 working days, although we aim to deliver your order as quickly as possible. Expedited delivery options may be available for certain postcodes and will be offered at checkout.

Delivery Timeframes
All delivery timeframes are based on working days and apply to orders placed before 2pm. We do not dispatch orders on weekends or bank holidays. Please note that delivery timeframes are estimates and not guarantees.

Customer Information Sharing
By placing an order with Garden Olympia, you consent to us sharing your name, delivery address, phone number, and email with our third-party couriers for the purpose of delivering your order. In the event of a delivery issue, you also agree to us resending this information to assist in locating the delivery or processing claims for lost items.

Shipping Notifications
Once your order is dispatched, you will receive an email with a shipping notification, including tracking details and delivery information.

Out of Stock or Delivery Issues
If there is an issue with your order, we will notify you as soon as possible. Please ensure you provide a correct phone number and email address. If an item is out of stock, we will first attempt to contact you by phone, then follow up by email. If we don’t receive a response within 48 hours, we will issue a full refund to your original payment method (please allow 3–7 days for the refund to process, depending on bank procedures).

Third-Party Courier Delays
As with any online retailer, we have no control over delays caused by third-party couriers. While we understand the frustration delays can cause, we cannot be held responsible for delays in transit and, therefore, cannot offer discounts or compensation for late deliveries.

Failed Deliveries
If a delivery is missed on a confirmed day, and a redelivery is required, a redelivery charge of 50% of the original delivery cost may apply.

Delivery Hours
Deliveries typically occur between 8am and 8pm, Monday to Friday. We do not dispatch or deliver on weekends or bank holidays. Orders with 48-Hour Delivery selected that are placed after 2pm or on weekends/bank holidays will be dispatched the next working day.

Safe Place for Delivery
If you anticipate being unavailable for the scheduled delivery, and you have a safe place for the driver to leave your order, please contact our customer service team in advance. You can reach us by phone at 0788 177 3486 or via email at sales@gardenolympia.co.uk.

Failed Deliveries
In the event of a failed delivery, we will need to reschedule your delivery. Please note that this may cause delays, particularly during busy periods.

Checking Your Order
Most of our orders are sent via third-party couriers. It is your responsibility to inspect your order upon receipt. If there are any missing parts or damage, please notify us as soon as possible so we can assist you.

Inspect Your Order
Upon delivery, please check the contents of your order immediately for any missing parts or damage. If there are any issues, you must notify us within 3 days of delivery. If you fail to report the issue within this timeframe and later contact us, you will not be eligible for a refund. In such cases, we may provide replacement parts or offer a repair at our discretion.

Responsibility for Checking
It is your responsibility to ensure that your order is correct and undamaged upon delivery. Even if you intend to store the item before use, please check that it is complete and in good condition within 3 days of delivery.

Damaged or Missing Items
If your item is damaged or parts are missing, please contact us immediately at sales@gardenolympia.co.uk. Be sure to include your order number and delivery address, along with a description of the damage. Providing photos of the damage will help us resolve the issue more quickly and get your item sorted as soon as possible.

If you do not receive your order as expected, please contact us within 30 days of the dispatch email to allow us to track your order and assist with resolving the issue. You can reach us via email at sales@gardenolympia.co.uk or by phone at 0788 177 3486.

Step 1: Check with Neighbours
Before contacting us, please check with your neighbours to see if they have accepted the delivery on your behalf. In many cases, couriers will leave packages with neighbours to ensure timely delivery and avoid the need for redelivery.

Step 2: Steps to Report a Missing Order
If your order has not been received, we will ask you to take the following steps:

1. Confirm the delivery address, including the postcode.
2. Complete and sign a non-receipt form, which we will send to you.
3. If tracking shows that your order was delivered to the correct address, we may ask you to obtain a police reference number.

Step 3: Courier Investigation
Once we receive your completed non-receipt form, we will contact the courier to investigate. This includes requesting the latest Proof of Delivery (POD) and GPS tracking data. If the courier confirms that the item was delivered to the correct address, we will request that the driver be interviewed to investigate the matter further.

Step 4: Replacement Item
If the courier confirms that your item is missing, we will dispatch a replacement on the fastest available delivery service. Please note that we do not issue refunds for non-receipt items.

Once an order has been placed, we are unable to change the delivery address. If you encounter any issues when entering a different delivery address during the checkout process, please contact our customer service team, and we will be happy to assist you. 

If a customer refuses delivery or misses multiple delivery attempts, resulting in the item being returned to us as undelivered, we are happy to either refund or resend the order. However, please note that a charge will apply to cover the attempted delivery costs, return shipping, and any associated administrative fees. 

Before Dispatch
If you wish to cancel an order that has not yet been dispatched, please contact us immediately. As we aim to process orders quickly, if you do not contact us within 15 minutes of placing the order, we will be unable to stop the dispatch. We recommend calling our customer service team directly for the fastest response. If we are able to prevent dispatch, you will receive a full refund.

After Dispatch
If your order has already been dispatched, cancellation will no longer be possible. You may return the goods to us, but please note that returns charges will apply, in addition to an administrative fee. Return charges vary depending on the size and weight of the product and are determined by our courier. You will be informed of the return cost once the item is on its way back to our warehouse, and the charge will be deducted from your refund.

Certain shipments to areas such as the Scottish Highlands, Northern Ireland, Republic of Ireland, and other remote or offshore locations may take an additional day or two to arrive. These areas are also subject to an additional "Excess" delivery charge imposed by our couriers. You will be notified of this charge prior to dispatch.

While we strive to include all affected postcodes in the list below, please be aware that additional charges may apply depending on the courier used for your order. If you live in an area that typically incurs extra delivery costs, please contact us before placing your order to confirm any potential charges.

Direct Dispatch from Manufacturer
Please note that Norlog products are dispatched directly from the manufacturer. As such, there are some delivery restrictions to locations outside of Mainland UK. Even if your order is accepted at checkout, this does not guarantee we can deliver to your postcode, nor that the delivery charge is accurate. Our checkout system is automated and may not account for individual manufacturer delivery restrictions.

Additional Delivery Charges
If we are able to arrange delivery to restricted areas, an additional delivery charge may apply. We strongly recommend contacting our customer service team for a delivery quote before placing your order to avoid any surprises.

Notification of Extra Charges
If any additional charges apply to your delivery, we will contact you as soon as possible after receiving your order to inform you of the extra payment required.

Large Items & Offshore Delivery Restrictions
Please note that some of our larger items, including those shipped directly from suppliers, may not be available for delivery to certain offshore or remote locations in the UK. If there is an additional delivery surcharge for these items, you will be notified promptly after we receive your order.

Delivery to Postal Address
Goods will be dispatched to the postal address provided in your order. We do not dispatch to PO Box addresses. If no one is available to take delivery, the courier will leave a card with instructions on how to reschedule the delivery at a more convenient time.

Direct Dispatch from Manufacturer
Please note that Poppy Forge products are dispatched directly from the manufacturer. Due to delivery restrictions outside of Mainland UK, it may not always be possible to deliver to certain postcodes. Even if your order is processed at checkout, this does not guarantee that delivery can be made to your postcode or that the delivery charge is accurate, as our checkout system is automated and does not account for individual manufacturer delivery policies.

Additional Delivery Charges
If we can arrange delivery to restricted areas, an additional delivery charge may apply. We recommend contacting our  before placing your order to receive a delivery quote for your specific location.

Notification of Additional Charges
If there are any extra delivery charges required, we will contact you promptly after receiving your order to inform you of the additional payment needed.

Larger Items & Offshore Delivery Restrictions
Some larger items, as well as certain products shipped directly from our suppliers, may be unavailable for delivery to offshore or remote locations within the UK. These items may also incur an additional delivery surcharge. We will notify you of any extra charges as soon as possible following receipt of your order.

Delivery Address
Goods will be dispatched to the postal address provided in your order. We do not dispatch to PO Box addresses. If there is no one available to receive the delivery, the courier will leave a card with instructions on how to reschedule the delivery.

Made-to-Order Dispatch Times
All Poppy Forge products are made to order, and as such, dispatch times may take up to 15 working days. You will receive an email with tracking details once your items have been dispatched. If you need any updates, our customer service team will be happy to assist you.

Direct Dispatch from Manufacturer
Please note that Churnet Valley Garden Furniture products are dispatched directly from the manufacturer. There are certain delivery restrictions to areas outside of Mainland UK, and it may not be possible to deliver to all postcodes. Even if your order is processed at checkout, this does not guarantee delivery to your postcode or that the delivery charge is accurate, as our checkout system is automated and may not reflect individual manufacturer delivery policies.

Additional Delivery Charges
If we are able to deliver to restricted areas, an additional delivery charge may apply. We recommend contacting our customer service team before placing your order for a delivery quote specific to your location.

Notification of Additional Charges
We will contact you as soon as possible after receiving your order if any additional payment is required for delivery.

Offshore or Remote Delivery Restrictions
Some larger items, as well as products shipped directly from suppliers, may not be deliverable to certain offshore or remote locations within the UK. Additionally, such items may incur an extra delivery surcharge. You will be notified of any additional charges following receipt of your order.

Delivery Address
Goods will be dispatched to the postal address provided in your order. We do not dispatch to PO Box addresses. If no one is available to accept the delivery, the courier will leave a card with instructions for rescheduling the delivery.

Packaging & Assembly
Some Churnet Valley Garden Furniture products will arrive in a parcel and may require assembly (please refer to the product description for details). Other items may arrive fully assembled or part-assembled. Expected delivery time is 1-2 weeks.

Pallet Deliveries
Certain products will be delivered on a non-returnable pallet, some of which will be fully assembled and others part-assembled. The delivery driver will leave the pallet at the front of your house (either on the driveway or in the front garden) provided there is adequate access and suitable surfacing for the use of a pump truck. If access is restricted or unsuitable, it is advisable that you are present to assist the driver in unloading the pallet at the kerbside and moving the product to a safe location.

The delivery vehicle will typically be the size of a dustbin lorry or larger, as these deliveries require a tail-lift vehicle to offload the pallet. It is important to assess your access and inform us in advance to avoid any issues.

Restricted Access & Delivery Fees
If there are any access issues (e.g., narrow driveways, gates, or other obstacles), please inform us before your delivery date so we can inform the relevant courier. This will help us arrange a smaller vehicle if necessary and prevent additional delivery costs. If the courier arrives at the agreed delivery appointment but is unable to make the delivery due to access issues, we reserve the right to charge a £45 redelivery fee to arrange an alternative vehicle.

Additional Fees
Please be aware that any fees incurred due to inadequate access or failure to provide the correct information will be passed on to the customer.

Direct Dispatch from Manufacturer
Please note that Squelch products are dispatched directly from the manufacturer and are currently available for delivery within the UK only.

Delivery Service
Squelch aims to deliver your order as quickly as possible, using a 48-hour UK delivery service as standard to ensure your items arrive reliably.

• Royal Mail is used for parcels weighing under 3kg.
• Parcelforce is used for parcels weighing over 3kg.

Delivery Timeframes
Please note that all delivery timeframes refer to working days only. Orders placed before 10am will be dispatched the same day, but we do not dispatch orders on weekends or bank holidays.

Estimated Delivery
Delivery times are estimated and not guaranteed. While we strive to deliver within the expected timeframe, delays can occasionally occur.