CREATIVE GARDENS CONTACTLESS DELIVERY FAQ
We are hopeful that there is light at the end of the tunnel, but it is still hugely important to us that our staff and customers are kept safe during this worrying time. For a complete list of our delivery zones please click here. In order to ensure this is the case we ask that all customers understand we are operating a contactless delivery service; please see below for details:
1. What do we mean by contactless delivery?
In order to reduce the chances of virus spread we will deliver your items to your driveway at the front or side of your property.
2. Can we construct your furniture or barbeque?
We are unable to construct furniture and barbeques at this time, we will normally deliver them boxed ready for you to construct, but may un-box them if this makes delivery with one person easier.
3. Can we carry your items into the house or back garden?
Unfortunately whilst we love to be helpful, at this time we ask for our customers understanding - all items delivered need to be left in a safe location on the driveway of your address. We seek to minimise contact where possible so please bear this in mind.
4. When I've selected my items and enter the my postcode, the website tells me that you do not deliver to my area.
We are currently delivering mostl items with our own vehicles, this means we can only cover a selection of postcodes. A list of the codes can be seen here. If we don't yet cover your post code and you would love us to then please drop us an email to firstname.lastname@example.org and we will do our best to help, it may be possible for us to quote for delivery to your location or send your items with a courier.
5. How much is delivery?
Your items are usually delivered by the centre closest to your post code. The charges range from £5 to £35 depending on how far you live from your nearest centre. Delivery is free to £5 zones when you spend over £50, £10 Zones when you spend over £100, £15 zones when you spend over £150 and £20 zones when you spend over £200. A full breakdown is available here.
6. I have a question about my order but when I call nobody is answering, how do I speak to you?
Unfortunately at the moment to minimise staff on each site we may not always be able to answer calls. We do have emails constantly monitored Mon-Friday during working hours and the best way to contact us is to email email@example.com and we will reply as soon as possible.
7. Do you offer Click and Collect?
During the current lockdown, click and collect is nor permitted. We are operating our home delivery from 4 locations we are able to offer home delivery more efficiently. Please do not order and then arrive at one of our centres as this is not permitted and the team at each location may not be aware of your order automatically.
8. Can I order over the phone, email or Facebook?
Sorry, but we are unable to take orders via email or social media. In order to offer you the best service possible and to streamline payment processing all orders must be made via our website, however we have got stock of may items not listed on our website, so if there is something you'd like please call your nearest location and we will take orders over the phone for home delivery.
9. When will I receive my order?
We are hoping to deliver items between 2 and 5 working days, however this may depend on your location and the items you've ordered and how busy we are. Some items may take longer if they require transferring from a different location, this can add up to 5 working days.
10. Do you stock all the items listed on the website?
Yes, we hold good stock of all the items listed online at each centre unless the item is marked as Pre-Order. Pre-Order items are already on route to us from our suppliers and we don't expect any problems to arise with delivery of your items, however the length of time is estimated as per each listing and subject to change if there are delays.
11. I would like to order some plants or items not listed on your website which I know you have in stock, is this possible?
This may be possible - Please let us know what you would like by emailing firstname.lastname@example.org and we will do our best to deliver this to you.
12. Will I get my club points when I order online?
You can register on our website using your club card details, this will ensure you receive your points.t If you register without using your card details we will endevor to assign the order to your loyalty account to ensure you get your points, so providing you've registered your card to the same address as your online order you will automatically get your points.
13. What if something is wrong with my item?
If anything is wrong with your delivery please contact us at email@example.com straight away and we will sort it out. Alternatively you can call 028 9188 3603