Shipping policy
Shipping & Delivery Policy
Last Updated: 7 September 2026
At Love Thy Garden Ltd, we want ordering for your outdoor space to be simple, transparent and reassuring.
We work with a carefully selected network of UK manufacturers, suppliers and fulfilment partners. As a result, delivery arrangements, delivery times and available postcodes can vary depending on the product and supplier.
This policy explains how delivery works when you order from Love Thy Garden Ltd ("LTG", "we", "us" or "our").
1. Delivery Areas
We currently deliver to eligible addresses within Great Britain, subject to product and postcode restrictions.
Our standard delivery area generally includes:
- England
- Wales
- Mainland Scotland
However, not every product can be delivered to every postcode within these areas.
Certain products, suppliers or delivery services may exclude specific postcode areas, including parts of:
- Scottish Highlands and Islands
- Scottish offshore islands
- Other remote or restricted postcode areas
- Areas where the relevant supplier or courier does not provide a delivery service
Where a product has specific postcode restrictions, these will be communicated on the relevant product page, during checkout or before the order is accepted.
We currently do not offer standard delivery to:
- Northern Ireland
- Isle of Man
- Isle of Wight
- Channel Islands
- Isles of Scilly
- BFPO addresses
- International destinations
If you are unsure whether we can deliver a particular product to your postcode, please contact us before placing your order.
2. Delivery Charges
Where a product is advertised as including free delivery, the applicable standard delivery service is included in the advertised product price.
Delivery availability and any applicable delivery charges will be clearly communicated before you complete your purchase.
Some products may have different delivery arrangements because of their size, weight, destination or the delivery service required.
Where an additional delivery charge applies, we will make this clear before you place your order.
We will not introduce unavoidable delivery charges after you have completed your purchase.
3. Supplier-Specific Delivery Restrictions
Because LTG works with multiple manufacturers and distribution partners, delivery arrangements can vary between products.
For example, some suppliers may:
- Deliver only to mainland UK;
- Exclude specific postcode areas;
- Offer delivery to England and parts of Scotland only;
- Use one-person or two-person delivery services;
- Require a delivery appointment;
- Deliver products separately where an order contains products from different suppliers.
Where a product has specific delivery restrictions or requirements, these will be communicated before you complete your purchase.
4. Delivery Times
Delivery times vary according to the product, supplier and delivery service.
The estimated delivery timeframe will be displayed on the relevant product page wherever this information is available.
Typical delivery times may range from approximately 2 to 10 working days, although some larger, specialist, made-to-order or bespoke products may take longer.
Examples of typical supplier delivery timeframes include:
- Smaller products: approximately 2–5 working days
- Larger products requiring specialist delivery: approximately 5–10 working days
- Made-to-order or bespoke products: as stated on the individual product listing
Delivery estimates are provided in good faith and are not guaranteed unless a specific delivery date has been expressly agreed with you.
If a product has a longer lead time, this will be communicated before you complete your purchase.
Where we become aware of a significant delay, we will contact you and provide an update wherever reasonably possible.
5. Order Processing
Orders are normally processed within 1–2 working days.
Orders placed on weekends or UK public holidays will normally be processed on the next working day.
Some products may be processed directly by the relevant supplier or fulfilment partner. In these circumstances, the processing and dispatch times may differ from our standard timeframe.
Once your order has been dispatched, you may receive tracking information or delivery updates from the relevant courier, supplier or fulfilment partner.
6. Delivery Appointments
Some larger products require a specialist one-person or two-person delivery service.
Where an appointment is required, the relevant delivery provider may contact you by telephone, SMS or email to arrange a suitable delivery date.
You should ensure that someone is available to receive the delivery where an appointment or signature is required.
If a delivery appointment is missed or a delivery cannot be completed because reasonable access has not been provided, a further delivery attempt may result in an additional charge where the courier or supplier charges us for the failed delivery.
Any applicable charge will be communicated to you before a redelivery is arranged.
7. Large, Heavy and Specialist Deliveries
Products such as:
- Garden furniture sets
- Pergolas
- Gazebos
- Garden rooms
- Outdoor structures
- Large timber products
- Other bulky or heavy items
may require pallet, kerbside, one-person or two-person specialist delivery.
Unless otherwise stated, delivery of large or heavy products will normally be made to the nearest safe and reasonably accessible location available to the delivery vehicle.
Delivery drivers may not be able to carry large or heavy products through buildings, up stairs, over walls, through narrow access routes or into rear gardens.
Please check that there is suitable and safe access for the delivery vehicle before ordering.
If you have any concerns about access, please contact us before placing your order.
8. Split Deliveries
If your order contains products supplied by different manufacturers or fulfilment partners, your order may arrive in separate deliveries.
You may therefore receive different tracking information and delivery notifications for different products within the same order.
Where this happens, you will not be charged an additional delivery fee where the product was advertised as including free standard delivery.
9. Delivery Address
Please carefully check your delivery address before completing your order.
We cannot accept responsibility for delays or additional costs caused by incorrect or incomplete delivery information supplied by the customer.
If you realise that you have entered an incorrect delivery address, please contact us as soon as possible at:
We will try to assist, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.
10. Failed or Refused Deliveries
If a delivery cannot be completed because:
- Nobody is available where an appointment or signature is required;
- Access to the property is unavailable or unsuitable;
- Incorrect delivery information has been provided;
- The delivery is refused without a valid reason; or
- A customer requests a further delivery attempt,
the supplier or courier may charge for a further delivery attempt or return of the goods.
Where such charges are genuinely incurred as a result of the circumstances above, we may ask you to pay the applicable charge before arranging a further delivery.
We will provide details of any applicable charge before requesting payment.
This does not affect your statutory consumer rights.
11. Delays Outside Our Control
Delivery times can occasionally be affected by circumstances outside our reasonable control, including:
- Severe weather;
- Road closures or transport disruption;
- Courier disruption;
- Supplier or manufacturer delays;
- High seasonal demand;
- Public holidays;
- Industrial action;
- Unexpected logistical or operational issues; or
- Other events outside our reasonable control.
Where a significant delay occurs, we will keep you informed where reasonably possible.
Nothing in this section limits your statutory rights where goods are not delivered within an agreed timeframe or within the period required by law.
12. Checking Your Delivery
Please check your delivery as soon as reasonably possible after it arrives.
Where practical, we recommend checking the external packaging for obvious signs of damage before accepting delivery.
If damage is visible, please photograph the packaging and the affected goods before disposing of any packaging materials.
You should retain the original packaging for a reasonable period where a product may need to be returned.
However, failure to report damage within a particular number of hours or days does not automatically remove your statutory rights.
13. Damaged, Faulty, Missing or Incorrect Items
If your order arrives:
- Damaged;
- Faulty;
- Incomplete;
- Missing parts; or
- Different from what you ordered,
please contact us as soon as reasonably possible at:
Please provide:
- Your order number;
- The product name;
- A description of the problem; and
- Photographs or videos where appropriate.
Photographs and videos can be extremely helpful when investigating damage or missing components and may allow us to resolve the issue more quickly.
Depending on the circumstances, we may arrange a replacement, replacement part, repair, return or refund.
Your statutory rights are not affected by our request for photographs, videos or other information.
14. Returns and Your Right to Cancel
If you are a consumer purchasing online, you generally have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you will normally have a further 14 days to return the goods.
Where you exercise your statutory cancellation rights, we will refund eligible payments in accordance with applicable consumer law.
If you paid for standard delivery, the standard delivery charge will normally be refundable. Any additional amount paid for an upgraded delivery service may not be refundable beyond the cost of the least expensive standard delivery option available.
The cost of returning unwanted goods is normally the customer's responsibility where this has been made clear before purchase.
However, where goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, we will deal with the matter in accordance with your statutory rights.
15. Condition of Returned Goods
When exercising your right to cancel, you may handle goods to the extent necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to in a shop.
You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.
For large, heavy or specialist products, we may need to arrange an appropriate collection service.
We will provide instructions regarding the return or collection of the relevant product.
16. Products Excluded from the Standard Cancellation Right
Certain products may be excluded from the statutory cancellation right, including certain:
- Bespoke or personalised products;
- Made-to-order products manufactured to your specifications; and
- Other products or contracts for which an exemption applies under applicable consumer law.
Where a product is subject to a statutory cancellation exemption, this will be made clear before you place your order.
This does not remove your statutory rights in respect of faulty, damaged or incorrectly supplied goods.
17. Refunds
Where a refund is due, we will process it in accordance with applicable consumer law.
For cancelled online orders, refunds will normally be made using the original payment method.
Where goods are being returned, we may withhold the refund until:
- We have received the goods back; or
- You provide evidence that the goods have been returned,
whichever occurs first, where permitted by law.
Where goods are returned in a condition that has resulted in diminished value because they have been handled beyond what is reasonably necessary to inspect them, an appropriate deduction may be made where legally permitted.
We will not make deductions from refunds that are prohibited by law.
18. Supplier and Manufacturer Fulfilment
Some LTG products are fulfilled directly by the manufacturer, supplier or distribution partner on our behalf.
This means that:
- Your order may be dispatched directly from the supplier;
- The supplier or courier may contact you regarding delivery;
- Packaging may carry the supplier or manufacturer's branding;
- Tracking information may come directly from the supplier or courier; and
- Different products within the same order may arrive separately.
Regardless of which supplier fulfils your order, Love Thy Garden Ltd remains your point of contact for your purchase from LTG.
If you experience a problem with an order, please contact us rather than contacting the supplier directly unless we have specifically instructed you otherwise.
19. Product-Specific Delivery Information
Where a product has delivery requirements that differ from this general policy, the product page and/or checkout information will provide the relevant details.
This may include:
- Different delivery areas;
- Longer delivery times;
- Specialist delivery arrangements;
- Delivery appointments;
- Additional delivery charges;
- Product-specific return arrangements; or
- Other important information relating to the product.
Where product-specific information applies, it will be provided before you complete your purchase.
20. Questions About Delivery
If you have any questions about delivery, postcode restrictions, delivery times, access requirements or returns, please contact us before placing your order.
Love Thy Garden Ltd
Email: hello@lovethygarden.co.uk
Telephone: 0161 706 3545
Address: 16 Overlinks Drive, Salford, M6 7PF, United Kingdom
We are always happy to help you confirm whether a particular product can be delivered to your address before you order.