Delivery & Returns
Buying from us is easy, whether it’s items from our online shop or tickets to one of our exclusive events, we want that process to be as straightforward as possible. You can find out all you need to know about ordering, delivery, returns and refunds. Please note, we only accept UK credit / debit cards as payment.
Please note that some of our items are dispatched directly from our garden centres if you live within a postcode catchment area from it. If you live outside of one of these areas, you may find that you can only order certain items from our website. Larger items such as garden furniture may be available via our partner courier service.
You will be advised of your options during the adding to basket and checkout process.
Unfortunately, we are unable to deliver to UK Highlands, Offshore Islands, Northern Ireland, or Channel Islands.
Garden Centre Delivery
(All products excluding large items & those delivered directly from our suppliers)
Standard delivery is FREE over £100, if under £9.99
Delivery can be expected within 4 - 5 working days.
Unsure of your orders delivery cost? Just pop it in your basket and once you've added your postcode your delivery cost will be added to the basket.
Garden Furniture Deliveries
We offer a convenient home delivery service, fulfilled by our trusted delivery partner, DX.
Delivery is FREE over £100, if under £125
Delivery can be expected within 3 - 4 working days.
Your Delivery Journey
• Within 3 working days of placing your order, you will receive a text message confirming your delivery date. If the proposed date is unsuitable, you can reschedule by clicking the link in the message to access the DX Customer Portal.
• The day before your delivery, you will receive a text message with a 2-hour delivery window.
• On the morning of your delivery, you’ll receive another text message with a tracking link, allowing you to follow your delivery in real time.
• The delivery team will give you a call when they are around 30 minutes away. (2-man deliveries only)
• The delivery team will assess the best access route and carefully deliver your item to your chosen area. They will remove and recycle all packaging. If you accept this service, please note that your furniture will be considered used and therefore non-refundable.
• Once you're happy with your delivery, they will ask for a signature and take a photo of the items in place using a handheld device. A Proof of Delivery (POD) will then be available on the DX Customer Portal.
Important Information
• Deliveries are carried out by our third-party partner, DX. Their friendly team will arrive in DX-branded uniform.
• To ensure safe handling, they may use manual handling equipment and protective landing mats to protect your flooring.
• On arrival at the property DX will complete a risk assessment if they deem it unsafe to deliver your furniture to the desired location they have the right to refuse delivery.
• All packaging will be removed and responsibly recycled.
• If you need support, DX’s dedicated Customer Experience Team is on hand to assist with any queries or delivery issues.
We understand that sometimes plans change. If you're unexpectedly unavailable on the day of delivery:
• The team will send you a text and email notification approximately 15 minutes after your scheduled delivery window.
• You then have until 9:30pm to reschedule your delivery for a future date through the Customer Portal.
Click and Collect
- We aim for your order to be ready within 24 hours
- We will email you when your order is ready for collection
*Please do not visit the centre until you have received this email* - Please bring your order confirmation with you for collection
Direct from Suppliers
Some items are delivered directly from a supplier using their preferred delivery method – usually a courier, or occasionally their own delivery team. The supplier will contact you directly and will give you a delivery estimate accordingly
Digital Gift Cards
Security
Online security is very important to us and you can be confident you are shopping in a safe and secure environment please see our Privacy Policy for more information.
Refunds and Exchanges
For all items that are purchased online, that require a refund or exchange, you can return these to any of your local garden centres.
If you are outside of a local garden centre area, please visit our online help centre and send us an enquiry. One of our team will get back to you within 7 days.
Cancellation & Returns Policy
We aim to offer a no hassle returns policy however our cancellation and return policy varies slightly between our many varied products ranges as set out below:
If you wish to cancel your order please contact our customer services team on 0800 368 8682. Any order cancellation must be confirmed by email prior to despatch and once despatched the returns policy is as set out below in for the various product categories.
So as to comply with the UK Consumer Contracts Regulations, all orders (except custom made products i.e. Bespoke Concrete Firepits) have a ‘14 Day Cooling Off Period’. The cardholder is liable for all return shipping costs under this right, please contact our team for advice if you wish to exercise this right.
Unless confirmed in writing from Blue Diamond limited, all orders must be paid for before delivery. In the event of a custom-made item being ordered, this must be paid for in full prior to delivery. Any shortage of payment will result in the products not being dispatched and Blue Diamond Limited reserves the right to charge associated costs incurred in time, carriage (including aborted deliveries), and for the custom made product ordered.
In addition, all returned/exchanged products including the boxes must be in their ORIGINAL CONDITION i.e. NOT WORN, ALTERED or WASHED, and they must be in their ORIGINAL PACKAGING. N.B. - DO NOT TAPE UP, OR WRITE ON BOXES. Any damage to goods/boxes, or sign of use may result in a reduced refund to the customer.
Should an item arrive damaged, the customer must inform Blue Diamond Limited in writing within 1 working day of receipt. Blue Diamond Limited will then advise if the customer if they are to return the goods for exchange (in which case we will advise the most efficient transit method for return and the appropriate cost we will reimburse) or if we are to arrange an exchange via our courier Or transports team. All damages/defects must be reported within 1 working day from the date of delivery.
Cancellation & Return
If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Blue Diamond Limited will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
“I want to cancel the order prior to dispatch:” by law, you are permitted to cancel your order prior to dispatch but please contact Blue Diamond limited as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
“I want to cancel a custom-made order:” Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
“I want to return damaged or incorrectly supplied products:” If the products you receive are damaged or incorrectly supplied on delivery, you should notify Blue Diamond limited within 24 hours so that we can organise the collection and send out to you replacement without charge to you. We do not make exceptions for instances when the goods have not been opened and/or checked by the customer within the allocated time.
“I have changed my mind on products I’ve received:” If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform Blue Diamond limited within seven working days following the date of receipt in accordance with the Distance Selling Regulations. You should be advised that cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
Customer Organised Returns
If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring an action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis but examples include:
Returned products are damaged in transit: If products on the return are lost or damaged in transit, we reserve the right to seek direct costs from you.
Returned products are not suitable for resale: On receipt of the returned goods, Blue Diamond limited will inspect and assess the suitability of products for resale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.
Please note, Blue Diamond limited will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance.
Product Specific Returns
Any returns due to defects or damages must be notified within 24 hours following from delivery. The damaged items will be replaced within a reasonable period of time and at no cost to the customer. We will require photographic evidence of the damage/defect before any replacement/collection can be instigated.
A customer can exercise their right to return the product under the 14-day return procedure Blue Diamond limited will provide an address for the goods to be returned to, but the customer needs to arrange their own transport for the goods. Typically, with furniture and garden furniture, the return cost could be £60-£120, but this is a guide only and will vary depending on the nature and location of the goods. Upon receipt, the goods will be checked and if not damaged, a full refund will be processed. Should there be any damage to the returned goods, Blue Diamond limited will contact the customer and provide images to confirm the damage and provide an indication of the repair cost before processing a partial refund. Blue Diamond limited may be able to arrange collection of the goods, the cost of which will be debited from the original amount paid prior to any refund and will be quoted at cost including VAT.
All returned garden furniture items must be suitably packaged in their original packaging and if delivered on a pallet, must be collected on the same size pallet.
Rattan Garden Furniture Note:
All our rattan garden furniture has been carefully hand woven and is crafted from synthetic all-weather rattan weave. As the material is synthetic, woven table tops may move during hot weather which is due to the natural expansion of the material and is perfectly normal. As is cools down the weave will return back to the original taught finish. This is not a defect of the product and will happen with all brands of rattan garden furniture.
Fires, BBQs & Braziers
Any item used for burning any fuel may be liable to discolouration due to heat and this should be expected and does not affect the structural integrity of the product. If discolouration does occur with any product used for burning, we advise the use of fire stove paint for touching up to keep the 'as new' look.
Please contact our customer service team who will assist in these instances.