Frequently Asked Questions
Below are some of the most FAQs we hear. If your question is not answered in the list below then please dont hesitate to give us a call on 0844 855 4704 or alternativley fill in our direct contact form on our contact page.
What is the expected delivery time of my order?
In the unlikely event of your order being out of stock you will be advised of this immediately.
Orders received before 3pm Mon - Fri will be despatched sameday
Delivery times are usually:
Roll widths of 1m or 2m = Overnight (Express UK Mainland)
Roll widths of 3m or 4m = 1-2 Working Days (Freight UK Mainland)
For further information or international delivery times please see delivery price page
Can I collect my order from you directly?
We offer our Artificial Grass on a Cash & Carry basis from our warehouse in Kent.
End of Rolls and Clearance Bargains are always available.
If you have a particular product you wish to collect just give us a call before you travel.
Our warehouse is closed on Sundays
What happens if I’m out when you attempt delivery?
If you think you may have missed our delivery please visit our order tracking page.
Here you can track & trace the exact location of your order using your customer reference as well as arranging:
*Collection from the courier's local depot
*Re-deliver to original address
*Delivery to an alternative address
*Instructions to leave in a safe location in my absence
PLEASE NOTE
If delivery is unsuccessful the second time, it will be your responsibility to collect your order from the couriers depot.
Deliveries uncollected for 7 days may be returned, re-delivery charges may then be charged.
Can I have my order delivered to a friends address or my work?
Your card details will be checked against the delivery address.
If they do not match we may need to contact you for further details.
You may need to ask your card issuer to register an additional delivery address
It will then be possible for us to process your order & make a delivery at this address.
I have placed an order with you but you haven’t charged my card?
We do not make any charges to your card until your order is despatched.
We may however obtain pre-authorisation that funds are available & conduct security checks with the card issuer.
I ordered 4 items but have only received 2. When will they arrive?
Please locate the address label on the package/s you have received.
It will show how your order was packed when it was despatch from our warehouse.
It may be less packages than you were expecting as items may have been rolled together.
If you are still missing items please contact us quoting either your customer reference or consignment number.
I've measured my area incorrectly and have not ordered the right amount, what can I do?
You're not the first and won't be the last!
As long as you have not laid or cut the material we can arrange for it to be collected and replaced. The cost for this will be dependant on the quantities involved.
Please call us and we will quote you a price.
I would like to return damaged or faulty item, how do I do this?
Once the item/s have been signed for "Received in good condition" the courier will not except claims for damages.
Its is therefore important that any packaging that is ripped,cut,stained or bent is reported to the driver and marked as such on their paperwork.
Manufacturing faults that are found within the product must be reported to us before the material is cut or installed.
We will make arrangements to collect and replace the item/s upon receipt of a photograph showing the damaged area.
