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Delivery Information

 

***Please leave a valid phone number or email address – this will allow the courier to contact you to arrange delivery of your goods***

 


 

Delivery of landscaping goods can often be difficult and expensive due to the large and bulky nature of the goods. With that being said, we have been working very hard behind the scenes to make delivery cheaper and are now offering FREE standard delivery (up to 7-days lead time) on orders over £99 in applicable south east postcodes. These postcodes are as follows:

AL1-AL99, B1-B99, BR1-BR99, CB1-CB8, CB10-CB10, CB11-CB99, CB9-CB9, CM0-CM0, CM1-CM5, CM18-CM20, CM6-CM7, CM77-CM77, CM8-CM16, CM92-CM99, CO1-CO5, CO10-CO10, CO11-CO99, CO6-CO6, CO7-CO7, CO8-CO8, CO9-CO9, CR0-CR99, CV1-CV99, DA1-DA99, DE1-DE99, E1-E99, EN1-EN99, GL1-GL99, HP1-HP99, IP1-IP99, KT1-KT99, LE1-LE99, LN1-LN99, LU1-LU99, ME1-ME99, MK1-MK99, N1-N99, NG1-NG99, NN1-NN99, NR1-NR99, NW1-NW99, OX1-OX99, PE1-PE20, PE26-PE29, PE30-PE31, PE32-PE34, PE37-PE99, PO1-PO29, RG1-RG99, RH1-RH99, RM1-RM99, SE1-SE99, SG1-SG99, SL0-SL99, SL1-SL99, SN1-SN99, SO1-SO99, SP1-SP99, SS0-SS99, SW1-SW99, TN1-TN99, TW1-TW99, UB1-UB99, W1-W99, WD1-WD99, WR1-WR99

Please note, there will be a £25 delivery surcharge for London Congestion Charge zones.

 

Please note, if collecting, you may be required to show ID.


 

Delivery Options

 

Standard Delivery

Next-Day Delivery

(Currently Unavailable)

We aim to deliver within 3-7 working days NATIONWIDE, using our couriers Royal Mail, UKMail (DHL), DX, Hermes, DPD, Direct Transportation and Tuffnells. We will let you know via email when your goods have been dispatched.

  • If you are ordering large and heavy items, please leave a valid phone number or email address so that the courier can contact you to arrange delivery.
  • Please note, if you are ordering sleepers, there must be at least two people present to help offload, or a forklift.
  • We are now offering FREE standard delivery on orders over £99 in selected zones in the south east, with a lead time of up to 7 days. For postcodes within the London Congestion Charge zone, there will be a £25 delivery surcharge.

 

We are currently unable to offer next-day delivery during the COVID-19 pandemic.  When the service is available again, the same information will apply as our standard delivery service, but with a delivery timeframe of 1-2 working days.

  • Our cut-off time for pallets on next-day delivery is 2pm.  For all other orders, the cut-off time is before 4pm Monday to Thursday.  If you place an order Friday to Sunday by 6pm, your order will be delivered on Monday.

 

 


 

Delivery Costs

 

We want to be as open and transparent as possible with you, meaning we keep our product prices and delivery costs separate, so you know what you are really paying for.  Our product prices are competitive, and our delivery costs are calculated by our nationwide couriers based on the size/weight of the items and your location.  If you add the product price and the delivery cost together, we are confident that the price per unit will remain competitive.

If you are ordering small items such as plant markers or kneeling mats, they will be sent via UKMail (DHL), Royal Mail, Hermes or DPD.  If you are ordering bulkier items such as a pallet of railway sleepers (with each softwood sleeper weighing approx. 25Kg!), your order will be delivered by our national pallet network partner.  The delivery cost will reflect this and will, therefore, vary depending on the goods you are ordering, the quantity and your location.

 

See what our customers are saying…

Best price on the net even with Highlands and Island delivery charges, this was considerably cheaper than buying local.” – Chris

“Brilliant service. Speedy delivery and great products. Much cheaper than local suppliers.” – Jenny

“Great product offered at the cheapest price online than anywhere else. Speedy delivery. Would use again.” – Kelly

“Purchased a few times from these guys, always fast delivery and top-quality products at a very competitive price!” – Paul

“Top quality timber at a great price and fast delivery.”­ – Mark

 

PLEASE NOTE: Delivery to 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, KY, LA15, LA23, ML, PA1-61, PH1-44, PO31-41, TD, TR21-25, ZE1-3.

 


 

Delivery & Collection FAQs

 

The item says pre-order on your website, what does this mean?

If an item says ‘pre-order’ this means that the item is currently out of stock.  In this case, we will hold the rest of your goods aside until we have the complete order for you.  For an estimated arrival date for the goods coming back in stock, please get in touch.  If you wish to have a part-delivery arranged (so that you receive the rest of your order before the out of stock item comes in), please get in touch with us on 01376 503869.

 

Do you deliver nationwide?

Yes! We can deliver nationwide using our chosen couriers Royal Mail, UKMail (DHL), DX, Hermes, DPD and our pallet network partner. We also deliver locally to Essex and surrounding counties using our own HIABs and vans.

 

How will I know my goods have been dispatched?

We will let you know via email when your goods have been dispatched.  If you are ordering bulkier items such as sleepers, please leave a valid phone number or email address so that the courier can contact you to arrange delivery.

 

Do I need to be present for delivery?

We advise that you are present for all deliveries.  If you are ordering sleepers, there must be at least two people available to help offload, or a forklift.

 

Which couriers do you use?

We use Royal Mail, UKMail (DHL), DX, Hermes, DPD and our national pallet network partner.  We rely on our couriers to maintain our high standards of customer service; if you have any feedback regarding the couriers, please email us on customercare@sure-green.com so we can pass your feedback on.

 

What happens if I put the wrong delivery address on my order?

Should the address be incorrect or outdated when delivery is attempted, the package is usually returned to us by the courier.  Please double check your delivery address carefully when placing an order and if you notice an error, contact us at your earliest convenience.  Please note that any errors once the order has been dispatched to the couriers may incur a redelivery charge.

 

My road/site has access restrictions for large vehicles, what should I do?

If your delivery address has any vehicular access restrictions that may disrupt delivery, please notify us at the point of ordering so we can advise the courier and request a smaller vehicle where possible. Where redelivery is required due to a restriction we have not been notified about, an additional charge may be incurred by the couriers.

 

What will happen if I miss the scheduled delivery?

For smaller items, our couriers will normally leave the goods in a safe place. If you do not wish for 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 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.  Most orders can be redelivered by the couriers free-of-charge, however, pallet deliveries will incur a redelivery charge.

 

My order arrived damaged/faulty/incorrect, what should I do?

If your goods arrive damaged, faulty or incorrect, please let us know within 30 days of receiving your order and we will arrange for the product to be sent out again free-of-charge.  If for any reason you would prefer not to receive a replacement, we can issue a full refund. 

This does not cover goods that have been used or damaged by the customer.  If the goods have been altered or used, we cannot guarantee a refund or resend so please let us know at your earliest convenience.

 

How do I return an item?

To return an item, simply use the live chat service on our website and we will arrange a collection from your delivery address or site.  Collections will be made on a day that suits you, between Monday and Friday – 7:30am to 5:00pm.  For more information, please see our Returns Policy.

 

Can I get a VAT invoice?

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

 


 

Returns & Refunds Policy

 

At Suregreen, it is our priority to ensure you are 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 do not need them anymore, you can return them to us in their original condition and packaging within 30 days and we’ll replace them or issue a full refund (less the collection charge).  Refunds will be issued back to the payment method used at the time of purchase.

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

Collections will be made on a day that suits you, between Monday and Friday – 7:30am to 5:00pm.

*The amount refunded will not include the original delivery charge. Normally, the collection charge would be the same amount that you were charged for delivery. For more information on collection charges, please contact our dedicated service team on 01376 503869 or customercare@sure-green.com.

Delivery Information

Delivery Zones

Delivery of landscaping goods can often be difficult and expensive due to the large and bulky nature of the goods.

With that being said, we have been working very hard behind the scenes to make delivery cheaper and are now offering FREE standard delivery (up to 7-days lead time) on certain eligible orders in applicable postcodes.

We have 4 delivery zones (see map):

  • Zone 1 | Blue - Deliveries in this zone are FREE over £99. The delivery cost on orders that are below £99 inc. VAT are calculated at the basket stage based upon the basket contents and once a postcode has been provided.
  • Zone 2 | Yellow - Deliveries in this zone are capped at £25 on orders over £99. The delivery cost on orders that are below £99 inc. VAT are calculated at the basket stage based upon the basket contents and once a postcode has been provided.
  • Zone 3 | Red - Deliveries in thiz zone are FREE on orders over £500. The delivery cost on orders that are below £500 inc. VAT are calculated at the basket stage based upon the basket contents and once a postcode has been provided.
  • Zone 4 | White - This delivery zone covers the remaining areas of the United Kingdom that are not specified in Zones 1, 2 or 3. The delivery cost is calculated at the basket stage based upon the basket contents and once a postcode has been provided.

 

For further information please reach out to our customer care team - customercare@sure-green.com


The postcodes that are eligible for free delivery on orders over £99 inc. VAT are as follows:

A to E: AL0-AL99, BN0-BN99, CB0-CB99, CM0-CM99, CO0-CO99

F to N: GU0-GU99, HP0-HP99, IP0-IP99, LU0-LU99, ME0-ME99, MK0-MK99, N0-N99, NN0-NN99, NR0-NR99

O to S: OX0-OX99, PE0-PE99, RG0-RG99, RH0-RH99, RM0-RM99,  SG0-SG99, SL0-SL99, SM0-SM99, SS0-SS9

T to Z: TN0-TN99, WD0-WD99

The postcodes that are eligible for capped £25 delivery on orders over £99 inc. VAT are as follows:

A to E: BR0 - BR99, CR0 - CR99, DA0 - DA99, E0 - E99, EC0 - EC99, EN0 - EN99

F to N: HA0 - HA99, IG0 - IG99, KT0 - KT99, N0 - N99, NW0 - NW99

O to S: RM0 - RM99, SE0 - SE99, SM0 - SM99, SW0 - SW99

T to Z: TW0 - TW99, UB0 - UB99, W0 - W99, WC0 - WC99, WD0 - WD99

The postcodes that are eligible for free delivery on orders over £500.

A to E: B0 - B99, CT0 - CT99, CV0 - CV99, DE0 - DE99

F to N: GL0 - GL99, LE0 - LE99, LN0 - LN99, NG0 - NG99

O to S: PO0 - PO99, SP0 - SP99, SO0 - SO99, SN0 - SN99

T to Z: WS0 - WS99, WR0 - WR99

The postcodes we are able to offer standard delivery on:

A to E: AB0 - AB99, BA0 - BA99, BB0 - BB99, BD0 - BD99, BH0 - BH99, BL0 - BL99, BS0 - BS99, BT0 - BT99, CA0 - CA99, CF0 - CF99, CH0 - CH99, CW0 - CW99, DD0 - DD99, DG0 - DG99, DH0 - DH99, DL0 - DL99, DN0 - DN99, DT0 - DT99, DY0 - DY99, EH0 - EH99, EX0 - EX99

F to N: FK0 - FK99, FY0 - FY99, G0 - G99, GY0 - GY99, HD0 - HD99, HG0 - HG99, HR0 - HR99, HS0 - HS99, HU0 - HU99, HX0 - HX99, IE0 - IE99, IM0 - IM99, IV0 - IV99, JE0 - JE99, KA0 - KA99, KW0 - KW99, KY0 - KY99, L0 - L99, LA0 - LA99, LD0 - LD99, LL0 - LL99, LS0 - LS99, M0 - M99, ML0 - ML99, NE0 - NE99, NP0 - NP99

O to S: OL0 - OL99, PA0 - PA99, PH0 - PH99, PL0 - PL99, PR0 - PR99, S0 - S99, SA0 - SA99, SK0 - SK99, SR0 - SR99, ST0 - ST99, SY0 - SY99

T to Z: TA0 - TA99, TD0 - TD99, TF0 - TF99, TQ0 - TQ99, TR0 - TR99, TS0 - TS99, WA0 - WA99, WF0 - WF99, WN0 - WN99, WV0 - WV99, YO0 - YO99, ZE0 - ZE99


Standard Delivery


We are now offering FREE standard delivery on *qualifying orders, with a lead time of up to 7 working days.

*Please see the delivery zones for more information

We aim to deliver within 3 - 7 working days nationwide, using our own vans or one of our delivery partners, UKMail (DHL), Evri, DPD, Tufnell’s and Direct Transportation (The Pallet Track).

We will let you know via email when your goods have been dispatched and which delivery network will be used, as well as relevant tracking information. If an order is on pre-order we will hold the rest of your goods aside until we have the complete order for you and the order will be despatched then.

Next Day Delivery 


For in-stock items, Next Day delivery may be available. The order would need to be placed before 12pm and is only available on our Pallet Network. Call or email one of our customer care team for a quote.

 01376 503869
 customercare@sure-green.com

 

Large & Bulky Items


Whenever possible, we will attempt to make any deliveries within a 2-hour radius from our warehouse in Finchingfield using one of our own craned vehicles. 

If we are unable to make the delivery within the allocated time frame, your delivery may be delivered by our Pallet Track Network courier. If you are within our radius and specifically require a craned delivery, please give one of our customer care team a call and they will endeavour to arrange this for you.

Please note, if you are ordering large and bulky items, and it is not being delivered by our Suregreen vehicles, there must be at least two people present to help offload. We use the pallet network to deliver these items so a large lorry may make your delivery. If you think this may cause problems when trying to offload, please contact us prior to shipping.

Please leave a valid phone number and email address so that the pallet courier can contact you to arrange delivery.

Delivery Costs


We want to be as open and transparent as possible with you, meaning we keep our product prices and delivery costs separate, so you know what you are really paying for.

Our product prices are competitive, and our delivery costs are calculated by our nationwide couriers based on the size/weight of the items and your location. We continue to monitor courier costs and fuel surcharges to ensure we keep our delivery costs as low as possible. If you add the product price and the delivery cost together, we are confident that the price per unit will remain competitive.

If you are ordering smaller items, they will be sent via UKMail (DHL), Evri or DPD. Slightly larger items are delivered with Tufnell’s and if you are ordering bulkier items such as a pallet of railway sleepers (with each softwood sleeper weighing approx. 25kg), your order will be delivered by our national pallet network partner.  The delivery cost will reflect this and will, therefore vary, depending on the goods you are ordering, the quantity and your location.

Returning An Order


At Suregreen, it is our priority to ensure you are 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 do not need them anymore, you can return them to us complete, packaged and palleted as delivered, in an unused and undamaged condition within 30 days of receipt.

A refund, minus the cost of the return if we have collected the items, will be issued back to the payment method used at the time of purchase. Please be aware that the cost to return will vary depending on your postcode and the nature of the goods you are returning.

Returning your items is easy – simply use the contact us and we will arrange a collection from your delivery address or site.

For more information on collection charges, please contact our dedicated service team on 01376 503869 or customercare@sure-green.com.

Returning A Faulty Item


If you wish to return items you deem faulty or damaged, or where Suregreen has not supplied the correct goods, you should contact Suregreen within a reasonable timeframe of discovering the fault or error, but in any case, within seven days. 

The customer care team may ask you to send us clear photographs of the product(s) and any faults, damages, or issues of quality.


At Suregreen, it is our priority to ensure you are 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 do not need them anymore, you can return them to us in their original condition and packaging within 30 days and we’ll replace them or issue a full refund (less the collection charge).  Refunds will be issued back to the payment method used at the time of purchase.

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

Collections will be made on a day that suits you, between Monday and Friday – 7:30am to 5:00pm.

*The amount refunded will not include the original delivery charge. Normally, the collection charge would be the same amount that you were charged for delivery. For more information on collection charges, please contact our dedicated service team on 01376 503869 or customercare@sure-green.com.

Cancelling An Order


This policy sets out your rights to cancel your order and return the Goods.

You have the right to cancel or return goods within 14 days of receipt.

Please confirm your intention to cancel the order either by telephone on 01376 503869 or by emailing customercare@sure-green.com.

Goods must be returned complete, packaged and palleted as delivered, in an unused and undamaged condition.

Once you have notified us that you are cancelling your order, we will refund you as soon as possible, and in any event within 21 days of receiving your notice of cancellation provided that the items from your order are returned and received by us in the condition they were in when delivered to you. All refunds will exclude returns costs if we have arranged for a courier return of the goods.

If you wish to cancel your order after dispatch, but before the order has been delivered, we can arrange a ‘return to sender’ and you will receive a refund for goods minus shipping costs incurred in returning the item back to us. You will receive an email alerting you once your order has been dispatched.

If you do not return the items or do not pay the costs of return delivery yourself, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be repaid to you. Should you wish Suregreen to arrange a ‘return to sender’ or a collection from your delivery address or site you can do so by either telephoning us on 01376 503869 on or by emailing customercare@sure-green.com.

Please note that the cost to return will vary depending on your postcode and the nature of the goods you are returning.

 


Frequently Asked Questions

The item says pre-order on your website, what does this mean?


If an item says ‘pre-order’ this means that the item is currently out of stock. 

In this case, we will hold the rest of your goods aside until we have the complete order for you.  

For an estimated arrival date for the goods coming back in stock, please get in touch.  

If you wish to have a part-delivery arranged (so that you receive the rest of your order before the out of stock item comes in), please get in touch with us on 01376 503869.

 

Do you deliver nationwide?


Yes! We can deliver nationwide using our chosen couriers Royal Mail, UKMail (DHL), Hermes, DPD and our pallet network partner.

We also deliver locally to Essex and surrounding counties using our own HIABs and vans.

We rely on our couriers to maintain our high standards of customer service; if you have any feedback regarding the couriers, please email us on customercare@sure-green.com so we can pass your feedback on.

How will I know my goods have been dispatched?


We will let you know via email when your goods have been dispatched. 

If you are ordering bulkier items such as sleepers, please leave a valid phone number or email address so that the courier can contact you to arrange delivery.

Do I need to be present for delivery?


We advise that you are present for all deliveries. 

If you are ordering large and bulky items, there must be at least two people available to help offload, or a forklift.

What happens if I put the wrong delivery address on my order?


Should the address be incorrect or outdated when delivery is attempted, the package is usually returned to us by the courier. 

Please double check your delivery address carefully when placing an order and if you notice an error, contact us at your earliest convenience. 

Please note that any errors once the order has been dispatched to the couriers may incur a redelivery charge.

My road/site has access restrictions for large vehicles, what should I do?


If your delivery address has any vehicular access restrictions that may disrupt delivery, please notify us at the point of ordering so we can advise the courier and request a smaller vehicle where possible.

Where re-delivery is required due to a restriction we have not been notified about, an additional charge may be incurred by the couriers.

 

What will happen if I miss the scheduled delivery?


For smaller items, our couriers will normally leave the goods in a safe place. If you do not wish for 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 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.  Most orders can be redelivered by the couriers free-of-charge, however, pallet deliveries will incur a redelivery charge.

My order arrived damaged/faulty/incorrect, what should I do?


If your goods arrive damaged, faulty or incorrect, please let us know within 30 days of receiving your order and we will arrange for the product to be sent out again free-of-charge.  If for any reason you would prefer not to receive a replacement, we can issue a full refund. 

This does not cover goods that have been used or damaged by the customer.  If the goods have been altered or used, we cannot guarantee a refund or resend so please let us know at your earliest convenience.