Our Standard Mainland UK Delivery Service
We aim to deliver all goods within 10-14 days (unless as highlighted as longer on specific products), though as shown by our achieved dispatch speed, delivery times are generally much faster. We guarantee to deliver all orders within 28 days of order. If we are unable to deliver within 28 days we will only proceed with an order with your agreement. Deliveries are made Monday-Friday 8.30am - 5.30pm, and we do not offer a Saturday delivery.
For clarity: the time taken for the goods to reach you is the sum of the time taken for us to dispatch the goods plus the time taken for the courier/post to deliver to you.
* “Working Days” are defined as Mon-Fri, excluding Public Holidays
Delivery Address
We are happy to deliver to any Mainland UK address. For certain products we are also able to deliver to the Scottish Islands, Channel Islands, Isle of Wight, Isle of Man, Isles of Silly and Northern Ireland - please call 01980 621947 to check, and we will arrange carriage on request (an additional surcharge may apply). To ensure that our couriers can deliver, the delivery address should be a full address including postcode.
If you are out, the courier will leave a calling card at your home. You can then telephone the local depot and either re-arrange the delivery or collect yourself from the depot, within 10 working days of the first delivery. After 7 working days the parcel will be returned to our warehouse and our customer services team will contact you. Please note that goods "left safe" upon customer's instructions are left at the customer's own risk.
Delivery procedure
The majority of goods are shipped from our central warehouse.
IMPORTANT: When signing for the delivery, if there is any damage to the box at all please sign for as "damaged" or do not accept the delivery. All items damaged in transit must be notified to us by calling 01980 621947 or sending an email to enquiries@secretgarden.uk.com within 48 hours of delivery. Failure to do this may result in the item not being replaced.
Please note that the vast majority of products on our site are flat-packed so some assembly will be required.
Tracking your order
You are able to track the progress of any order once it has been dispatched by clicking on the Account history link found in the navigation bar along the bottom of every page on our website. This will show you the details of every order you have placed with us. By clicking on the appropriate invoice number you will see the status of your order. Alternatively you can telephone Customer services on 01980 621947, give them the invoice number and find out the order status.
The legal stuff
When you place an order you will receive a confirmation e-mail. This e-mail does not constitute acceptance amounting to a contract; acceptance takes place when the product is dispatched, until which time secretgarden.uk.com are entitled to withdraw the offer.
Secretgarden.uk.com will not be liable for any loss caused to you by late delivery and will not be liable for any loss or damage to goods once they have been delivered in accordance with your delivery instructions.
For further information regarding all aspects of Secretgarden.uk.com's contracts with customers please see our full Terms and Conditions.
The following is for guidance only and does not affect the Terms and Conditions.
1. Our aim
We want you to be delighted with your order, so if you are unhappy with your goods you can return any item in its original condition, for any reason within 14 days of receipt of goods for a replacement or a refund. Transit damages and shortages must be notified within 48 hours.
Please note that if you are returning an item which is not faulty or damaged, only not suitable, then you are liable for the delivery charge to return the item to us. We can arrange a collection (please call customer services on 01980 621947 to establish the cost for return of your order) or you can send the order back via the post office.
2. General
All items must be returned to us before a refund or replacement is issued.
If we have made a mistake we'll also refund the delivery charge.
Refunds will be issued within 7 days of us receiving the goods back from you.
This does not affect your statutory rights as a consumer.
3. How do I return something to Secret Garden?
If we have made an error with your delivery or you wish to return an item for any reason, please call our customer services department on 01980 621947 or e-mail us on enquiries@secretgarden.uk.com and we will organize for your parcel to be collected and a replacement or refund processed.
4. Further information
For further information regarding all aspects of secretgarden.uk.com's contracts with customers please see our full Terms and Conditions.