Can I add delivery instructions or request a delivery time?

You can add delivery instructions when placing your order, and some products may also offer the option to select a delivery time slot.

The options available will depend on the products and delivery service for your order.

Can I add delivery instructions or request a delivery time?

You can add delivery instructions when placing your order. Depending on the products and delivery service, you may also be offered the option to select a delivery time slot.

If a time slot is not offered during checkout, we cannot guarantee delivery at a specific time.

How do I add delivery instructions?

During checkout, use the Delivery Notes section to provide information that may help us complete your delivery.

This could include details such as:

• Vehicle or property access restrictions
• Gate or entrance information
• Parking restrictions
• Useful directions for finding the delivery address
• A request for the driver to call before arrival

If you've already placed your order and need to add important delivery instructions, please contact our Online Customer Service Team as soon as possible.

We can only add delivery notes before your order has been dispatched.

When contacting us, please provide your ORD or SHP Order Reference.

Can I request a specific delivery time?

Some products and delivery services offer the option to select a delivery time slot.

Where a time slot is available, it will be shown as an option during checkout.

If no time-slot option is shown, your order will be an all-day delivery and we cannot guarantee delivery at a specific time.

Can I add a preferred time to my delivery notes?

You can include a preferred delivery time in your Delivery Notes, but this does not guarantee that your order will arrive at that time.

If you need a specific time slot, only the time-slot options offered during checkout should be treated as available for your order.

Can I ask the driver to call before delivery?

Yes. You can request that the driver calls you before arriving by adding this to your Delivery Notes.

If you've already placed your order, contact our Online Customer Service Team before the order is dispatched and we'll try to add the request for you.

A call before delivery is a request only and cannot be guaranteed.

What access restrictions should I tell you about?

Please tell us about anything that could affect the delivery vehicle's ability to safely reach your delivery address.

This can include:

• Narrow roads or entrances
• Width or weight restrictions
• Low bridges
• Controlled or restricted access
• Parking restrictions
• Gates or access codes
• Any other restriction that may prevent a large delivery vehicle from reaching the delivery point

Please provide this information before your order is dispatched.

A particular vehicle type or unloading method cannot be guaranteed, so please do not use the Delivery Notes to request a specific type of vehicle.

For more information, see What is Kerbside Delivery?

Can I add delivery instructions after my order has been dispatched?

No. Once your order has been dispatched, we're unable to add new delivery notes to the order.

If you need help with a delivery that is already on its way, please contact our Online Customer Service Team and we'll advise you of any options available.