Our delivery service is kerbside only. This means your order will be delivered as close as safely and legally possible to the delivery address, subject to vehicle access.
It is the customer's responsibility to arrange for the goods to be unloaded from the delivery vehicle.
What does kerbside delivery mean?
Kerbside delivery means the driver will stop the delivery vehicle as close as safely and legally possible to your delivery address.
The delivery does not include carrying or moving goods into your home, building, garden, garage or specific area on site.
Where will my order be left?
Where the goods can be unloaded will depend on the delivery location, vehicle access and whether it is safe and legal for the vehicle to stop and unload.
Drivers cannot always unload directly outside your property.
Who is responsible for unloading?
You are responsible for arranging sufficient manual assistance to safely unload your order from the vehicle.
For large, heavy, long or bulky products, please make sure you have enough able-bodied people available to safely unload the goods.
Please do not assume that the driver will be able to assist with manually unloading your order.
What type of vehicle will deliver my order?
The type and size of vehicle used will depend on your order and the delivery service being used.
Unless we're informed of access restrictions in advance, your delivery may arrive on any suitable vehicle available, including a large or articulated vehicle.
A specific type of vehicle or unloading equipment cannot be guaranteed.
What if there are access restrictions?
Please tell us about any access restrictions before your order is dispatched.
This may include:
- Narrow roads or entrances
- Low bridges or height restrictions
- Weight restrictions
- Parking or loading restrictions
- Restricted access roads
- Other circumstances that could prevent a large delivery vehicle from reaching your address
Providing this information in advance gives us the opportunity to check whether any alternative arrangements are required.
What should I do before my delivery arrives?
Before your delivery is due, please make sure:
- Someone is available to receive the order.
- You have enough people available to safely unload the goods.
- The unloading area is accessible and safe.
- You have told us about any vehicle access restrictions.
- You are prepared to receive large, heavy or bulky products where applicable.
If your order is due today, see When will my order arrive? for more information about delivery updates.
What happens if the delivery cannot be completed?
If a delivery cannot be completed because access restrictions were not provided in advance or sufficient assistance is not available to unload the goods, the delivery may be unsuccessful.
Additional delivery or redelivery charges may apply where a delivery cannot be completed for these reasons.
Please make sure you understand the kerbside delivery requirements and tell us about any relevant access restrictions before your order is dispatched.
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