Shipping policy

OVERVIEW
At FlexPatio, we are committed to delivering our premium outdoor solutions to your home safely and efficiently. This Delivery Policy outlines our procedures, timelines, and your responsibilities to ensure a seamless experience from our warehouse to your garden.
All delivery charges mentioned are in Pounds Sterling (£) and include UK VAT where applicable.

1. DELIVERY COVERAGE & RATES

We provide delivery services across the United Kingdom.
  • Mainland UK Standard Delivery: We offer Free delivery on all pergolas to most addresses in Mainland England, Scotland, and Wales.
  • Deliveries to the Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isle of Wight, and the Channel Islands may incur a shipping surcharge and extended lead times. Surcharge postcodes typically include (but are not limited to): AB, IV, KW, PA, PH, HS, KA, ZE, BT, IM, TR. Please contact our support team  for a precise quote.

2. ORDER PROCESSING & LEAD TIMES

  • In-Stock Items: Orders are typically processed within 2-3 business days.
  • Estimated Delivery Window: Once dispatched, standard delivery for pergolas usually takes 5-10 business days within Mainland UK.
  • Pre-Orders: For items marked as "Pre-Order," the estimated arrival date at our UK warehouse is provided on the product page. Please note these dates are subject to global logistics stability.

3. THE DELIVERY PROCESS (CURBSIDE DELIVERY)

Our pergolas are heavy, oversized items and require specialist handling.
  • Courier Contact: Our dedicated heavy-goods courier will contact you via SMS or Phone at least 24-48 hours before delivery to provide a delivery window.
  • Curbside Delivery: Delivery is strictly "Curbside." This means the driver will unload the pallets at the nearest accessible point to your property (e.g., driveway or kerb).
  • Safety Notice: Due to health and safety regulations and insurance limitations, drivers are not permitted to carry items into your garden, backyard, or upstairs. We recommend having at least two able-bodied persons available to move the components to your staging area.

4. ACCESS REQUIREMENTS

Our delivery vehicles can be as large as a 17-tonne lorry. You must inform us if your delivery address has:
  • Narrow lanes or low bridges.
  • Weight-restricted roads.
  • Strict parking/loading restrictions (Red Routes).
If a delivery fails because of undisclosed access issues, a redelivery fee may be applied.

5. INSPECTION & DAMAGE REPORTING

Upon arrival, you must inspect the packaging for any visible signs of damage.
  • Noting Damage: If the boxes are punctured, crushed, or wet, you must sign the delivery note as "DAMAGED" or refuse the delivery.
  • 48-Hour Reporting Window: You must unbox and inspect all components within 48 hours of delivery. Any manufacturing defects or transit damage must be reported to [Your UK Email] with photographic evidence within this timeframe to facilitate a swift replacement.
  • Note: Under the Consumer Rights Act 2015, your statutory rights remain protected, but immediate reporting is crucial for logistics claims.

6. ORDER TRACKING

Once your order has left our UK warehouse, you will receive a dispatch confirmation email containing a tracking link or contact details for our logistics partner.

7. MISSING OR INCORRECT ITEMS

If your order arrives incomplete or with incorrect components, please notify us immediately. We will prioritize the dispatch of the correct parts at no additional cost to you.