Primrose London - Water Features

Delivery
Our standard delivery charge is £4.95 per order unless the item you have ordered says free delivery.
Your order will be sent by a courier company such as Parcelforce. If you are not in when they try to deliver, they will either leave your goods in a safe place, or usually leave a card letting you know there has been an unsuccessful delivery attempt and giving you a number to call to rearrange delivery or an address from which you can collect the parcel. If there is a safe place where the items can be left (eg 'round the back' or 'in the garage') , please let us know at the time of ordering. You'll be given a chance in the checkout procedure to leave instructions that we will pass on to the carriers, although please note that we cannot guarantee they will always adhere to them.

- Where do you deliver to?
We can usually deliver to all areas of mainland UK and Northern Ireland for our standard delivery charge of £4.95, however some items may incur an additional charge for Northern Ireland and Scottish Highlands. Please request a price for delivery to the Channel Islands or overseas.
What about outside the UK?
Please request a price for delivery outside the UK. For example, we can usually post small items to Europe for an additional £5 per item, however please see the terms and conditions for non-UK orders at the bottom of this page.

- How quickly do you deliver?
Each item has an estimate of the delivery time in the product description beside the picture.

Next Day Delivery
We offer Next Working Day Delivery on many of our products.
If this option is available, it will be clearly stated in the green text to the right of the picture of the product. Additional charge for Next Day Delivery varies depending on products. Please note: very occasionally, things can go wrong with Next Working Day Delivery. We have about 99% success rate, but sometimes circumstances beyond our control will make it impossible for our couriers to deliver next day. In this event, we will of course refund the additional charge for next day delivery.
Please also note that Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded if you decide to return the goods.
If you order more than one product and Next Working Day Delivery is not available on all products, we may not be able to deliver all products Next Day. In that event, we'll split the order so that the product for which you have paid for Next Working Day Delivery will be delivered Next Day.
If you order more than one product that is available for Next Working Day Delivery, you will only be charged for one Next day Delivery charge - the higher value.
If Next Working Day Delivery is not offered beside a product, it may still be worth giving us a call - we may be able to help.

Sameday despatch by first class post
Some products are marked 'Sameday despatch by first class post'. Royal Mail say that 90% of first class post deliveries will arrive next day and this matches our experience. Larger orders for first class post items may be sent by courier to ensure reliable delivery.

Signing for delivery
- Before you sign for the goods, please inspect the product inside the box to ensure that everything has arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.

Can I ask for the goods to be left round the back?
Please do. There is a box for "Delivery Instructions" when you place your order. Our couriers are usually very helpful. However, they can't always guarantee to deliver to any particular part of your property - with large orders (for example hurdle fence panels) it may not be possible to take them round the back.

- Can I ask for delivery on a specific day or specific time?
If you request delivery on a specific date, we will usually be able to attempt to deliver on that day, however we're dependent on our carriers and therefore we cannot absolutely guarantee delivery on a specific date. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.

- What about delivering at a specific time? Delivering at a specific time is very difficult for a courier company - this facility is available but it is usually very expensive.

- Can the courier call me half an hour before he gets to me - I'm only round the corner? Unfortunately, couriers just aren't set up to give this level of service - it is possible, but it will usually cost us at least an extra £20.

- What about Saturday delivery?
Saturday delivery is usually an extra £20.00. Please call or email for this service.

- How do I track my order? If you have a query about your order please call our customer service team on 0870 499 0220 or email customerservice@primrose-london.co.uk . Please include the word "Primrose" in the subject line to help with our spam filter. Otherwise, you may get an email back asking you to confirm that you are genuine, which may delay our reply.

What if I need to cancel my order before it's been despatched?
You can cancel your order in writing at any time up to the end of 7 working days after the goods arrive. If your order has already been despatched, or we are not able to prevent the despatch of goods, you can always return them under our 7 day returns policy (see below). If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order.
Items ‘made to order’ cannot be cancelled. ‘Made to order’ or ‘bespoke’ items will usually be described as such on the website. In addition, anything where you are specify for example a colour or size that is not described on the website is ‘made to order’. For more information on items 'made to order', see 'Returns'.

Returns - peace of mind guaranteed

We want you to be delighted with your purchases.

We fully comply with the Distance Selling Regulations, which give consumers buying by mail-order the right to examine and test items as they would in a shop.
So, if you're not happy with anything you've bought, simply let us know in writing within 7 working days and send it back to us. We'll give you a complete refund including any standard cost of delivering the items to you. (Unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time.)

How do I notify you?
In writing within 7 working days. Email is fine, and the 7 working days start on the day after your order arrives. We will give you a returns number which will help you confirm that we have been notified correctly. Please put the returns number in your covering letter - this will speed up the returns process.

If you do think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If the original packaging is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to open the packaging to inspect the goods, but please don't dispose of the packaging until you're sure you want to keep it. Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving them. If you return the goods by Royal Mail we recommend you use a service that provides you with proof that the goods have been delivered back to us.

The address to which goods should be returned is:-

Primrose London
5a Stadium Way
Reading
RG30 6BX

We may sometimes ask you to return an item direct to the manufacturer, and we will advise you regarding this when you call us for the returns number.

It is your responsibilty to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.

Damaged items
- Very occasionally, and despite the considerable experience of our despatch team and couriers, items can become damaged in transit.
Before you sign for the goods, please inspect them to ensure that they have arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.

Damages correctly notified will be replaced free of charge. However if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense (see 'Returns' above).

Faults and warranties

All our products have at least a one year manufacturer's warranty. Faults are very rare, but if you consider an item to be faulty please call us immediately. We may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us how the item should be returned. Faulty items will be repaired or replaced.

‘Made to order’
- if there’s been a time delay on a bespoke order, don’t leave it until it’s too late to express your concerns. Items ‘made to order’ cannot be cancelled. ‘Made to order’ or ‘bespoke’ items will usually be described as such on the website, however anything where you are specifying for example a colour or size that is not described on the website is ‘made to order’. Occasional time delays may occur: we will do our best to get bespoke orders completed and delivered within the estimated timescale. However, problems do occasionally arise that cause delays in the manufacture and delivery of ‘made to order items’. This will usually be down to problems with the manufacture. It may therefore be possible for us to cancel the order with the manufacturer due to time delay. However, we’ll need to know in good time if you wish to cancel – once the manufacture has been commenced, we won’t be able to cancel. Please understand that it is your responsibility to contact us to enquire if it’s possible to cancel a delayed bespoke order – if there’s been a time delay, don’t leave it until it’s too late to express your concerns.

Terms and conditions for non-UK orders.
We do not offer to supply non-UK customers. This is because costs of delivery are high, and if there are any problems with the order the cost for us to rectify the problem would exceed the profit we can make.
However, some customers outside the UK are very keen that we supply and are willing to take on the additional risks themselves. Consequently, these are our terms for non-UK orders:
1) You do not have the right to return the item within 7 days as per our normal terms and conditions.
2) If we send by Royal Mail post, the item cannot be tracked once dispatched.
3) The item is sent at your risk – if it doesn’t turn up or we send the incorrect item or it is damaged in transit, you would have to pay the full cost for a replacement item and the cost of delivery (even if we make a mistake).
4) Warranty; for goods sold outside the UK - if there are any warranty or fault issues, you would need to send the item back to us at your cost and we would need to charge you the full carriage costs to send a replacement, even if the item is faulty.