Delivery & RETURNS

UK Mainland Delivery (excludes Island & Highlands)

Delivery Times
We aim to deliver all orders in 3-5 working days but should there be a delay in dispatching your order to you for any reason, we will contact you with an updated delivery date.

Please advise us in the delivery notes section when placing your order if there are any restricted access for large vehicles. Further details on our delivery vehicle sizes can be supplied if required.

The delivery driver will not be able to carry any large items up or down steps, carry the barbecue through a property, wheel the pallet across a gravel driveway or up particularly steep driveways. Unfortunately, the delivery company will be unable to remove items from the pallet or take the pallet away with them. The driver will normally only be able to wheel the pallet as far as physically possible which may even be the kerbside.

Delivery Charges

We will always try to find the most cost-effective method of delivery and will advise you of the applicable cost when confirming your order.

All orders over £950 will be free of delivery charge.

Anything under £950 will be charged either at £55 pallet for BBQs and £12.50 for smaller parcels. 

When your Delivery Arrives

We take great care to ensure your goods are packaged well so that you receive them in good condition. However, we do suggest that you check the package on arrival for damage and make a note of this when signing if required. Please only sign as received in good condition if that is the case. If the goods have obviously been damaged in transit, please refuse delivery and call us on 01638 476764.

If you are out when the courier arrives, they will leave a card. Please contact the courier directly to arrange a convenient time for re-delivery. If they are still not able to deliver after three attempts, they may request you collect the order from their depot or return them to our warehouse. In these circumstances additional delivery charges may be required.

RETURNS & REFUNDS

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@customoutdoorliving.co.uk.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.