Shipping & Returns
How do you deliver?
While every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. In the event a product chosen is out of stock you will be contacted in regards to other alternatives/upgrades available.
Due to the varying difference in weight and dimensions of our products some items will be delivered quicker than others but we aim to have your items with you within 3-5 working days. (Excluding large, made to order, bespoke or cut to size items, such as; Artificial Grass, Decking, Corten Steel products or Shade Sails or any other product that has been altered in any way with your agreement and to your specification).
The Grass Yard deliveries are not made by our own vehicles, we use a third party company - typically Royal Mail, Parcelforce or Tuffnells. Any delays that may occur that lead to customers incurring costs, The Grass Yard accepts no liability. We advise you only book in trades, landscapers, tool hire equipment etc. once you have received your goods: if advanced booking of such services are made and your delivery is delayed The Grass Yard accepts no liability for any incurred cost.
For orders delivered via Courier
Time for the delivery shall not be of the essence of any contract and we shall not be liable for any loss, cost damages or expenses that may be caused directly or indirectly by any delay in the delivery of the goods ordered. We always advise to arrange installers after the order has been received.
If you sign for the item without checking, you are stating that the goods have been delivered undamaged and in good order. This means we cannot claim from the courier on your behalf if the item is damaged. Any replacement goods will have to be paid for in full.
Please be aware we offer a kerbside delivery only – the customer is responsible for moving the order into a safe location, the drivers may help at their own discretion. The driver will require assistance on larger / heavier items. We are unable to deliver items above the ground floor (i.e in a flat).
In the event of using a courier any special instructions provided will be passed onto them, however, we cannot guarantee that their drivers will adhere to them.
At the moment, due to the Covid-19 pandemic, all couriers are experiencing exceptionally high demand and oversize items in particular are taking longer than usual to move through courier networks. Once we have dispatched an order you will be sent a tracking link which will enable you to contact the relevant courier company directly with any queries.
Where do we deliver?
Delivery fees are based on UK deliveries only. For bespoke, made to order or cut to size, large or heavy items or for shipping outside the UK please contact us for a quote.
What if I change my mind?
See returns for Grass, Decking & bespoke/made to order at the bottom of this page.
For all other items we offer a 7-day returns policy. You can change your mind at any time once your order is placed. Simply contact us and we will cancel your order. If the order has already left us simply send it back to us. You are liable for the cost of the return. Please get in touch if you would like our return details.
What if my items arrive damaged?
We go to great lengths to protect our items whilst packing. In the unlikely event that your goods are damaged on arrival please contact us with a picture of the damage as soon as possible so we can raise this with our delivery partners and resolve as quickly as possible.
If you can see some of the delivery has arrived damaged, we ask you to sign for it as “damaged” on arrival. You must then also notify us within 7 days of this to arrange collection or replacement of the damaged items. Failure to do so within this period of time means we are unable to proceed with a claim from our couriers and any replacements or refunds will then be at our discretion.
If you sign for the item without checking, you are stating that the goods have been delivered undamaged and in good order. This means we cannot claim from the courier on your behalf if the item is damaged. Any replacement goods will have to be paid for in full.
We reserve the right to deduct an amount from the refund should there be any damage caused to the item by the client that would make it unsaleable.
Grass, Decking & bespoke Returns
We have a separate policy for returns for these items. Please read here for further information.