Delivery Information

 

We are open for business as normal!

 

As per the latest Government announcement and national restrictions commencing 5 November, we are remaining open for business. 

Both our nationwide delivery and click & collect services will continue to operate, however, some delays may be experienced with increased demand and pressure on our couriers during this time.  You will be kept informed about your delivery if this is the case. Please note: next day delivery is temporarily unavailable.

To ensure that delivery can be made please leave a valid phone number or email address - this will allow the courier to contact you to arrange delivery

 

Want to find out more?

Whether you want to call, email, use our live chat service or even send us a letter we are available to assist you.

 


Options

Click & Collect

Standard Delivery

Next-Day Delivery - Unavailable

We are able to offer our click & collect service again!

  • If your items are in stock, your order will be ready to collect the next morning.  If you would like to collect on the same day, please give us a call on 01376 503869 and we will do our best to accommodate you.
  • When you arrive, please park in one of our designated customer parking bays and make your way into reception where we will be able to assist you.  Please wear a face covering and have your order number to hand.
  • The majority of orders can be loaded into your vehicle yourself, however, if you require help please let us know and we will assist in loading your order whilst you wait in your vehicle.
  • If you require a VAT invoice let us know on the day of your collection and we will get it printed and ready for you.

We are able to offer our standard delivery service!

  • You’ll receive your goods within 2 - 4 working days of placing your order.
  • We’ll let you know when your goods have been dispatched.
  • If ordering sleepers, there must be at least two people available to help offload or a forklift.
  • The couriers we use are Royal Mail, DX, UKMail (DHL) and Direct Transport.
  • We rely on our couriers to maintain our high standards of customer services - if you have any feedback regarding the couriers please email us so we can pass on your feedback to the relevant parties.

We are currently unable to offer next-day delivery.

  • You’ll receive your goods within 1-2 working days of placing your order, depending on if you order before our cut-off time.
  • We’ll let you know when your goods have been dispatched.
  • If ordering sleepers, there must be at least two people available to help offload or a forklift.
  • The couriers we use are Royal Mail, DX, UKMail (DHL) and The Pallet Network.
  • We rely on our couriers to maintain our high standards of customer services - if you have any feedback regarding the couriers please email us so we can pass on your feedback to the relevant parties.

 

Any questions please use the live chat, call or email service and we are happy to go over all the points with you.

 


Further Delivery Information

We have two different delivery options available – standard delivery and next working day delivery.

All of our delivery options are Monday to Friday only.

 

1. Standard Delivery 

You’ll receive your goods within 2 - 4 working days of placing your order.

We’ll let you know when your goods have been dispatched.

 

2. Next Working Day Delivery -  Temporarily Unavailable

For an extra £4.99, you can upgrade from our Standard delivery service to our Next Working Day delivery service.

Please note that deliveries will not go out or be made on Bank Holidays or Weekends.

Our cut-off time for next-day delivery of pallets is 2:00 pm.

 

If your order is placed:

Monday - Thursday before 4:00 pm*

Your delivery should be:

Next working day between 8:00am - 6:00pm

If your order is placed:

Friday - Sunday

Your delivery should be:

Monday/Tuesday between 8:00am - 6:00pm

 

Republic of Ireland, Scottish Highlands, and Remote Areas

Next working day delivery is not available for the Republic of Ireland, Scottish Highlands and some remote areas where an additional charge may apply.

Please call 01376 503869 for further details. 

 

Delivery Cost

We pride ourselves on using the most reliable and efficient couriers to ensure you receive the best possible service. 

You can view the estimated delivery cost in your shopping basket. This cost is based on the volume and weight of your order for a mainland UK location.

Delivery to other areas is calculated based on your location in the checkout process.

If you select the Next Day Delivery option, you’ll simply pay £4.99 on top of this to expedite your delivery.

 

Please note that delivery to the postcodes listed below is normally on a 3 - 5-day delivery service only.

The following postcodes may incur higher charges at checkout due to location:

AB1 - 56, BT, CA18-27, DD, DG, EH, FK1 – 20, G, GY, HS1 - 9, IM, IV, JE, K21, KA1 – 28, KW1 - 17, KY, LA15, LA23, ML, PA1 – 61, PH1 - 44, PO31 - 41, TD, TR21 - 25, ZE1 - 3.

 


Problems with your delivery?

If the goods you have ordered are damaged, faulty or incorrect, let us know within 30 days of receiving your order and we will arrange to have the product sent out again free of charge. If for any reason, you would prefer not to receive these new goods, we can issue you a full refund. This does not cover goods that have been used or damaged by the customer. If you do have an issue with anything on your order please let us know at the earliest convenient time and prior to being used, as we cannot guarantee a refund or resend will be issued if the goods have been altered or used.

In the events of any goods within your order being out of stock, we will usually hold the rest of your goods aside until we have a complete order for you. If you wish to have a part delivery arranged (so that you receive the rest of your goods before the out of stock item comes in), please get in touch with us to arrange this. We can also cancel the order if you would prefer. If we have made a rare mistake and forgotten to include something, we will get it sent to you without delay, free of charge.

 

Incorrect Address Failed Delivery Attempts Delivery/Access Restrictions

Should the address be incorrect or outdated, the package is usually returned to us by the carrier.

Please double check your delivery address carefully when placing an order as an error may incur a redelivery charge.

Our couriers will normally leave the goods in a safe place. If you do not wish your goods to be left for any reason, please state this in the "special delivery instructions" on the checkout page. Large orders and pallet deliveries are often unable to be left in a safe location and will require a signature.

If the parcel is unable to be signed for or to be left in a safe place, our courier will leave a card alerting you to the missed delivery. Please contact us or the courier directly to arrange another delivery. The majority of our orders will be redelivered free of charge, however, for pallet deliveries, this will incur a redelivery fee. 

If your delivery address has any vehicular access restrictions that may cause an issue with the delivery, please notify us at the point of ordering so we can advise the carrier and request a smaller vehicle where we can.

Where re-delivery is required due to a restriction of which we have not been notified, an additional charge may be incurred.

* Large orders requiring palletization (normally Planters, Wooden Posts, Timber Sleepers and Grass Reinforcement products) placed close to our 2:00 pm cut-off may be subject to courier space restrictions. To ensure delivery requirements are met for such orders, please call our customer services team well in advance of the 2:00 pm deadline.

 


Click & Collect

We are able to offer our click & collect service again!

If the items are in stock, your order will be ready to collect the next morning.

We are open for collections 7 days a week! Our opening hours are Mon-Fri 8:00-17:30, Sat 8:00-17:00 and Sun 8:00-16:00.

If you would like to collect on the same day, please give us a call on 01376 503869 and we will do our best to accommodate you.

When you arrive, please park in one of our designated customer parking bays and make your way into reception where we will be able to assist you. 

Please wear a face covering and have your order number to hand.

The majority of orders can be loaded into your vehicle yourself, however, if you require help please let us know and we will assist in loading your order whilst you wait in your vehicle.

If you require an VAT invoice let us know on the day of your collection and we will get it printed and ready for you.

 


Returns Policy

At Suregreen, we want you to be happy with your order.

Our Returns Policy* means that if for any reason you are unhappy with the items you have purchased, or you simply don’t need them anymore, you can return them to us in their original condition and packaging within 30 days and we’ll either replace them or issue a full refund (less the collection charge).

Returning your items is easy – use the live chat service and we’ll arrange a collection from either your delivery address or from your site.

Collections will be made on a day that suits you, between Monday and Friday – 7:30 am to 17:00 pm.

If you want to order replacement items of the same value, simply return your unwanted items within 30 days. Once we have received and quality checked them, we will send your new item(s) out on our next working day delivery service. Please make sure you contact us beforehand to check availability and pricing. If the items are not of equal value, please place a new order and return your unwanted items for a refund.

* The amount refunded will not include the original delivery charge. Normally, the collection charge would be the amount you were originally charged for delivery.

Please call our office on 01376 503869 for clarification of collection charges.