At Allisons Home and Garden, we use trusted third-party pallet carriers to deliver your goods safely and efficiently. Most orders are delivered kerbside via a pallet network, involving multiple depots and vehicles. Please read the information below to help ensure a smooth delivery experience.
We never dispatch without speaking to you first. Our products are often large and heavy, so it’s important we confirm delivery details with you.
Expect a call shortly after placing your order (during working hours). If your order is urgent, please call us directly to avoid delays.
Vehicle Size: The standard delivery vehicle is an 18-tonne lorry (similar to a large refuse truck). Please ensure there is suitable access to your property.
Restricted Access? Let us know if you need a smaller vehicle – this is subject to availability and may incur a surcharge.
Accurate Address: Check your delivery address is correct and complete. Include clear landmarks if it’s a named property.
Someone Must Be In: Deliveries take place between 9am and 5pm. Someone must be available to receive the goods – missed deliveries will incur re-delivery fees.
Surface Requirements: Pallet pump trucks require flat, solid surfaces (e.g. tarmac or concrete). Deliveries cannot be made on gravel, grass, slopes, or uneven ground.
Please provide a mobile number for delivery updates by text if and when available by the third party carrier.
Drivers have up to 15 minutes to complete each delivery.
Delivery is kerbside only. Drivers are not required to offload manually or enter your property.
If you require goods moved closer to your premises, this is entirely at your own risk and at the driver’s discretion.
Standard delivery excludes some areas of the UK. For certain postcodes, a surcharge may apply.
Surcharges are not shown at checkout – we will contact you after placing your order with the delivery cost.
For a quote, call us on 01977 603344.
Orders from stock are usually delivered within 3 to 5 working days (Monday to Friday, excluding bank holidays).
Supplier-direct deliveries may take up to 10 working days or longer depending on current availability.
We’ll contact you to arrange a convenient delivery date.
Delivery window: 8am to 5pm.
If your order hasn’t arrived by 3pm, please contact us for an update.
While we aim to meet agreed dates, we cannot be held responsible for delays caused by weather, traffic, vehicle breakdowns or other unforeseen circumstances.
If no one is available to receive your order, it will not be left unattended. Re-delivery charges will apply.
Once your order has left our premises or supplier, it is classed as “in transit”. Cancellations at this stage may result in return haulage fees, which will be deducted from your refund.
Please contact us before refusing a delivery, as refusal may also incur return or re-delivery charges.
Accessory items (e.g. sealers or jointing compounds) are securely packed with your main delivery. Please check they are included before signing.
Minor breakages are sometimes unavoidable. We recommend ordering a minimum of 10% extra to account for cuts and small damages in transit.
If breakage exceeds 15%, contact us within 5 working days and we will do our best to help.
If items appear damaged or tampered with, sign the delivery note as “Damaged” or “Unchecked”.
Claims cannot be processed if the delivery is signed as received in good condition without notation.
Plan where the delivery should be placed and ensure there is space for the vehicle to park.
Use your own or a neighbour’s car to help reserve a space if needed.
Be available at the delivery address and keep your phone switched on.
Share any potential access issues with us in advance.
Please do not go out on your delivery day – deliveries often arrive when you’re away, even briefly.
All prices shown exclude VAT, which will be added at the current rate at checkout.
Delivery costs are calculated separately and may vary depending on location.
If you have any questions or need assistance, please contact us on 01977 603344 or via our contact page.
