Christmas & New Year Delivery
The festive season will cause some disruption to our delivery service. To ensure a smooth and efficient service over the holiday period, please see below for our delivery policy, including last order dates.
Please note our office is closed on bank holidays and any correspondence will be dealt with on the next working day.
Your recommended last order date for pre-Christmas delivery is:
Tuesday 17th December 2024
Orders placed after this date may still be delivered before Christmas, but due to seasonal delays we suggest all orders are in by the 17th.
Delivery Information
Standard Delivery & Large / Heavy Item Delivery
The following delivery rates are for standard & heavy items purchased on our website. Non-standard items such as "local delivery" products are charged at a different rate.
FREE for orders £49.99 and over
£4.99 for orders £49.98 and under
An additional charge of £5.50 or £10.00 for standard delivery and £7.50 - £22.00 for heavy goods delivery will be applied to orders being delivered to North Scotland, Scottish Highlands & Island delivery zones, please see the below section for more details.
All delivery charges will be displayed at the time of purchase. Please note some products such as those labelled "Local Delivery", "Collect In Store Only" or "In Store Only" are excluded from our standard delivery option.
Local Delivery
£25 - £30 on items purchased on our website labelled as "Local Delivery". Orders containing one or more of these items do not qualify for Standard Delivery (and are not eligible for free delivery over £49.99). This pricing does not apply to the delivery of products purchased in-store.
In Store Purchases
The prices listed above do not apply to items purchased in store and delivery of those items is not free if £49.99 or over. Availability of, and prices for delivery of in-store purchases will vary depending on the items purchased and store purchased from. Please ask in-store for more information.
Standard Delivery
Our Standard Delivery service is normally delivered in up to 3 working days, Monday - Friday (Excluding Bank Holidays & Public Holidays) for all orders received before 1pm.
Please note Orders placed after 1 pm on Fridays, and on weekends will not be processed until the next working day and then delivered 3 working days from then.
This delivery time frame is provided as a guide and the vast majority of orders are delivered within this, however, sometimes it is unfortunately not achievable. Occasionally stock is unavailable in one of our packing locations, requiring stock to be transferred from one of our stores, which takes additional time; for orders with multiple items or large quantities, we may need to transfer stock from multiple stores. If, for any reason, our courier cannot deliver on their first attempt they will leave a card and try again on the next working day.
Exceptions
The timing of delivery may differ from the 3 working days standard delivery for local delivery items, please see the section below to find more information.
Some items on our website will be marked as a "Large / Heavy Item".
This is a curb-side delivery service and customers must be available at the delivery address on the day of the delivery to receive their item(s) and take them onto their property. Please consider this and plan where you will move the item to & how. For very heavy items we recommend having two people receive the delivery.
Some items on our website will be marked as "Local Delivery only". We deliver these items ourselves and can cover most of Norfolk, on a selected postcode basis. Please check your delivery address corresponds with one of the postcodes we can deliver to before placing your order.
Local Deliveries are charged at the following rates;
£25
NR1
NR2
NR3
NR4
NR5
NR6
NR7
NR8
NR9
NR10
NR11
NR12
NR13
NR14
NR15
NR16
NR17
NR18
NR19
NR20
NR21
NR22
NR23
NR24
NR25
NR26
NR27
NR28
NR29
NR30
NR31
NR32
NR33
NR34
NR35
£30
IP17
IP18
IP19
IP20
IP21
IP22
IP23
IP24
IP25
IP26
IP31
PE32
PE37
Once you have placed your order we will need to contact you to arrange a suitable delivery date & time. For this reason it is important that the contact details you provide when placing your order are correct and the best way to contact you. We aim to contact all customers within 24 hours of placing their order to arrange their delivery.
Please note that some items may require some self-assembly after they have been delivered.
Some areas of the UK due to their location are charged an additional surcharge on top of the normal delivery fee (including orders that would normally qualify for free standard delivery). This is due to additional charges we incur from couriers to deliver to those areas.
Standard Delivery
Isle of Wight
The following postcodes will incur a £5.50 delivery surcharge:
PO30-PO41
Industrial Scotland, Scottish Grampians, Highlands & Isle of Skye
The following postcodes will incur a £10.00 delivery surcharge:
AB35-AB38
AB54-AB56
FK18-FK21
IV1-IV63
KW1-KW14
PA21-PA38
PA80
PH17-PH26
PH30-PH41
PH49-PH50
Heavy Goods Delivery
Isle of Wight & Industrial Scotland
The following postcodes will incur a £7.50 delivery surcharge:
DD1-DD11
DG1-DG14
DG16
EH1-EH55
EH91
EH95
EH99
FK1-FK21
KA1-KA26
KA29
KA30
G1-G84
G90
KY1-KY16
KY99
ML1-ML12
PA1-PA19
PA21-PA36
PA37
PA80
PH1-PH16
TD1-TD15
Scottish Grampians
The following postcodes will incur a £9.00 delivery surcharge:
AB10-AB16
AB21-AB99
North Scotland & Highlands
The following postcodes will incur a £22.00 delivery surcharge:
IV1-IV28
IV30-IV36
IV40
IV52-IV54
IV63
KW1-KW3
KW5-KW14
PA33
PA38
PH17-PH26
PH30-PH41
PH49
PH50
Any additional surcharges will be displayed for approval at checkout. In rare circumstances we may be unable to fulfil some orders based on the delivery location and/or the size & weight of the item, if this is the case we will notify you as soon as possible and refund your order.
We reserve the right to amend these selected postcodes at our discretion.
If you do not see your postcode in the above list you are either eligible for standard delivery or we are unable to deliver to your address, please see the Restrictions section for more information or contact us if you have additional questions.
What can I have delivered to the store?
Our Click & Collect option is available on all items and orders placed via Highwaygardencentre.co.uk, excluding livestock.
Delivery to the store by Click and Collect is FREE.
How long will it take before I can collect my order?
It can take up to 5 days for your item to be delivered to your chosen store however if the item is available in your chosen store you will be able to collect on the day purchased (purchase must be made by 2pm).
How will I know when I can collect my order?
You will be sent an email letting you know when your item/s are available to collect. You will need this email as proof of purchase when collecting. Please bring this on a mobile device or printed out.
Where do I collect my Item?
Your item/s will be available to collect from the customer service desk in your chosen store, this will have a sign above it saying “Customer Collections”.
Can someone else collect on my behalf?
Someone else may collect on your behalf however they will need to bring your Ready to Collect email on a mobile device or printed out AND a valid form of ID (Driving license, passport, debit, credit card) of the person collecting.
Age Restricted Items
If your order includes items such as knives or solvents you will be expected to show proof of age on collection. If anyone is collecting on your behalf they also must bring proof of ID. We operate under the Challenge 25 policy.
ID that we accept are a passport, an EU photo-card driving licence, A Photographic Identity card bearing the national Proof of Age Standard Scheme (PASS hologram), A national identity card issued by a European Union member state (that carries hologram and UV marks)
If you are unable to provide proof of age then we will refuse to give you the order and you will be refunded.
How long do I have to collect my order?
You have 7 days on receipt of your Ready to Collect email to collect your order. If you do not collect within these 7 days then your order will be cancelled and refunded.
What if I do not want my order anymore?
If you change your mind about wanting your order prior to collecting you will need to call the store on 01508 494665 with your order number and they will be able to cancel this and process a refund. If you change your mind at the point of collection our till operators will be able to offer you a refund for your unwanted items.
For all orders placed, we try to ensure that your order is well secured, packed to avoid damage during transit, and delivered on time.
Our trained packing staff, Customer Service team, and Delivery Agent all work in unison, to deliver your parcel to the best of our ability. Should you have any comments, queries or even complaints regarding the packaging or delivery of your parcel, please do not hesitate to contact us, as all feedback helps to improve our standards to give you, our Customer, a better service.
Please see our Contact Us page.
If you need to change the date of your delivery, this must be amended online at our carriers tracking site DX Tracking. Please enter your tracking number, which you can find in your 'order has been packed' email, and follow the instructions onscreen. We cannot arrange these services on your behalf and must be arranged on the DX website.
Should the delivery not be successful, your driver will leave a card advising how to rearrange your delivery.
Unfortunately, at this time we are unable to deliver to Northern Ireland, British overseas territories, internationally and to some of the more remote areas of the UK.
The full list of postcodes we cannot deliver to are:
BT1-BT71
BT74-BT82
BT92-BT94
D1-D99
IM1-9
IM86-IM87
IM90
GY1-GY10
HS1-HS9
JE1-JE5
KA15-KA17
PA41-PA49
PA60-PA78
PH42-PH44
TR21-25
ZE1-ZE3
Additionally, Heavy Goods Deliveries are not available to:
IV41-IV49
IV51
IV55-IV56
Please see our Returns and Refunds page for details on our latest Returns policy. We reserve the right to amend our Returns policy in line with updated regulations, or changes to our Internal Policy at any time without notice - Please ensure you are happy with this before purchase.
We use DX courier service for delivery of all of our parcels, for which we provide a dedicated tracking service for the vast majority of our deliveries. In the unlikely event that your parcel is lost in transit, and once your agreed delivery date has elapsed, we must be notified either by phone, or by email within 24 hours of your estimated delivery date. We will then track the parcel for you with our carrier and will contact you regarding the status of the parcel. Should the parcel be lost in transit and un-retrievable, your order will be refunded in full, including your purchase cost, and initial postage price to your original payment method or replaced after consultation with you. Our policy is to extensively track all parcels notified as lost to us.
While we endeavour to keep our stock levels accurate on our website, there are occasions when items have been sold/removed and have not been removed from sale online. If an order is placed and we find the product is unavailable or undeliverable, you will be refunded for that item. We do not offer substitutions for out-of-stock items.
Please note that our office and packing facility do not operate on weekends and bank holidays, therefore orders will only be processed on weekdays.
During Public Holidays and Bank Holidays there may be a small delay in the processing and delivery of your order. Our Office and packing facility are not open during these times, but we endeavour to process all orders as soon as possible upon our return. If you have any queries regarding your order, contact us, and we will be happy to help.
Contact
For all queries, if you would like to speak to a member of our Online Customer Service team, there are several methods of getting in contact:
- Email us at [email protected] with a direct message.
- Call us on 0800 6681155 to speak to a member of our website sales team.
- Use our contact form to send us a message without leaving the website.
Please note that our offices are only manned during normal office hours (Monday to Friday, 9.00am to 5.00pm). All queries made outside of this time with be answered as soon as possible on the next working day.