Delivery Information

At Southwood Christmas Shop, we aim to deliver your order quickly, safely, and with full transparency. Please read the information below carefully before placing your order.

WHERE DO WE DELIVER TO?

We offer delivery to most of the UK including Northern Ireland, however some areas are subject to additional delivery fees. Unfortunately we do not offer shipping outside of the UK.

DELIVERY COSTS

We have 2 delivery options:

• Standard Delivery (3-5 working days)- £4.95
• Express Delivery (1-2 working days excluding weekends)- £7.95

This is to England, Wales and selected areas of Scotland only.

FREE delivery on orders over £75 (after any discounts applied).

However delivery to northern areas of Scotland & Northern Ireland will be an extra £12.95. Sent with a 48 hour service. 

Delivery costs are calculated during checkout. Payment for delivery will be collected with the purchase. This price will be the final price for delivery cost to the customer.

If you choose to purchase our express delivery options in order to receive your product the next working day your order must be placed before 12pm (noon). Orders placed after this time may be sent the following working day. 

Please note our couriers don’t generally deliver on non-working days, so please bear this in mind when placing your order. They also do not collect from us on non-working days, so if you ordered on a Saturday with next-day shipping, it would arrive on the Tuesday. 

Once your parcel is with our delivery partner at peak times your order could be delayed we apologise for any inconvenience this may cause. If you receive a message saying it is delayed from them you can contact the courier directly who may be able to help. 

Pallet Deliveries

If you have ordered a large fragile item such as a giant nutcracker. At the checkout it will be described as pallet delivery.

Please note with pallet delivery it will be delivered on a pallet by our courier. This will be kerbside or to nearest hardstanding, meaning if our delivery partner has difficulties accessing the front of the property, the goods will be left kerbside.  

Unfortunately the driver will not be able to bring it into your garden or home for you as it is a pallet delivery. The pallet/s and box will be left with you and it is your responsibility to dispose of them. However please retain them if the item is damaged.

Once your order has been sent you will receive an email from us with a tracking number on along with the link to the TPN Tracking website. You then need to enter the tracking number on the email into the tracking site along with the delivery postcode. 

http://www.tpnconnect.com/Tracking

If your order is delivered on a pallet and it looks damaged when it is unloaded please notify the driver and they will be able to note this on the delivery system. Please then see our returns policy for more information.

DELIVERY TERMS

3.1 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If the order has been dispatched we cannot amend the address on the parcel and you will need to arrange to collect the parcel from the address provided when they order was placed.

3.2 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

3.3 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation with our shipping partner.

4. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

5. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

6. Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

7. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our returns policy.

8.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

8.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

8.3 Parcel left in safe place

Please note, if you select 'leave my parcel in a safe place' with our courier company, the business will not be able to take any responsibility for damaged, lost or stolen items.

8.4 Parcel left with neighbour

Our parcel are sent with a service allowing the courier to leave with a neighbour for you. If your parcel is showing as delivered and you have not received it please first check with your neighbours as they may have accepted it for you. 

If you would not like your order to be left with your neighbour if you are not home you must let us know before it is dispatched so that we can alter the service. By placing an order you are agreeing that your parcel can be left with your neighbour if you are not home. 

9. Customer service

For all customer service enquiries, please email us at info@southwoodgardencentre.co.uk

 

 

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Christmas Delivery

During the Christmas season, delivery networks experience very high demand.

Each year, we publish a recommended order cut-off date for pre-Christmas delivery. While we do everything possible to meet this deadline, delivery before Christmas cannot be guaranteed due to courier volumes and external factors outside our control.

For the most up-to-date Christmas delivery information, please check our website banners or checkout messages during the festive period.

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Delivery to a Safe Place or Neighbour

Where a customer provides instructions to leave a parcel in a safe place, or where a courier reasonably determines a secure location at the delivery address, delivery will be deemed complete once the parcel is left at that location. In such circumstances, responsibility for the goods passes to the customer at the point of delivery.

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Non-receipt Claims

If a parcel is marked as delivered by the courier but reported as not received, we will investigate the matter with the courier. Where the courier confirms delivery to the correct address, including photographic or GPS evidence, we reserve the right to rely on this confirmation when resolving the claim.

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Failed Deliveries & Incorrect Addresses

Please ensure your delivery address is entered correctly at checkout.

We cannot be held responsible for delays or non-delivery caused by:

• incorrect or incomplete address details

• failed delivery attempts where no one is available

• instructions provided directly to the courier by the customer

Additional delivery charges may apply if a parcel is returned to us due to incorrect address details.

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Damaged or Missing Items

All orders are securely packaged for transit.

If your order arrives damaged or with items missing, please contact us within 48 hours of delivery, providing:

• your order number

• a description of the issue

• clear photographs of the damage (including packaging)

This allows us to resolve the issue as quickly as possible.

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Delays & Unforeseen Circumstances

Occasionally, deliveries may be delayed due to factors beyond our control, such as:

• severe weather

• courier network disruption

• peak seasonal demand

While we will always assist where possible, we cannot be held responsible for courier delays once an order has been dispatched.

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Cancellations

Orders cannot be cancelled once they have been dispatched.

If you no longer require an item after dispatch, please refer to our Returns Policy for guidance.

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Contact Us

If you have any questions about delivery or require assistance with an order, please contact us before purchasing and we’ll be happy to help. To get in touch please email us on: info@southwoodgardencentre.co.uk