Find all delivery information on this page relating to our composite decking, artificial grass, outdoor carpet, samples and accessories. We outline prices, delivery times and couriers as well as alternative options like collection. If you are looking to cancel, amend or return your order, please read the terms of this page carefully to gather whether you are entitled to this based on your individual order. If your queries are left unanswered after reading through this information, please don't hesitate to contact our customer service team for further information.
Email: firstname.lastname@example.org | Phone: 0333 1234 581
Please be aware, that although we aim to deliver within the specified timeframes, our delivery times are only estimates that will be upheld where possible. Therefore, we cannot be held accountable for any charges incurred by those who have booked fitters in advance before receiving their order. We ask that you please contact us directly at the time of purchasing to discuss any special requirements in relation to your delivery. This could include any height and weight restrictions in your area, or any other concerns you have that may cause issues when attempting delivery. We will do our best to cater to all individual needs to ensure the safe and efficient delivery of your order.
We offer a one man-kerbside delivery, during which our drivers are under no obligation to carry any orders onto the property. However, some drivers may do so at their own discretion but are not liable for any damages to the customers property should these occur, it is at the customer’s risk only. Please ensure the inspection of your goods on arrival as any damages must be noted on the courier documentation and refused at the point of delivery for claims to be upheld. Deliveries refused at this point, for reasons other than damage, will result in liability for the full cost of delivery, return and re-delivery charges. Our delivery vehicles do not have crane attachments, so we advise for two people to be in to receive the delivery, wearing protective clothes and gloves to guarantee the safe transfer of goods onto the property. Our composite decking deliveries usually arrive on pallets, secured with the necessary packaging to safely deliver our products. These materials are essential to the delivery of our goods and are the customers responsibility to dispose of.
The option to collect your composite decking from our warehouse is permitted, assuming the customer can provide a suitable vehicle on which to transport the goods. In this situation, our warehouse team will be happy to assist you with loading the goods onto the vehicle. We recommend two people come to assist with the collection of the decking. Please contact us directly to arrange the collection date and time to ensure your order is packaged and ready for dispatch. On arrival, please see a member of staff who will advise you on where to collect your order. It is that of the customers responsibility to ensure all conditions of the collection process are adhered to.
Delivery Fees and Couriers
Offering samples, accessories, decking and artificial grass, our delivery information varies for each product ordered. We use additional third party couriers as well as our own fleets of transport, meaning not all orders will have allocated tracking information. Please note, deliveries to the Highlands and offshore postcodes may incur an additional surcharge dependent on the items ordered, so please contact us to clarify prior to placing an order.
All orders will be delivered between the hours of 8am and 6pm on weekdays only. The specified delivery date will be communicated directly to the customer by Decking Direct prior to the first attempted delivery.
We offer FREE delivery of up to 4 samples of decking and grass. Order your samples here.
Ensure you allow up to 1-2 working days for delivery from the time of ordering.
All samples are delivered by Royal Mail 1st class but unfortunately no tracking is provided
FREE delivery on all artificial grass and composite decking accessories.
Allow for between 1-2 working days for delivery after the time of purchasing.
Hermes deliver all accessories. The tracking information provided begins with 2 letters followed by 16 digits.
A fee of £16.95 applies for orders under £100. We offer FREE delivery for grass orders over this threshold.
Orders will be dispatched within 1 working day while delivery may take up to 3-5 working days.
Use the code beginning with X to track you X delivery. Orders over 50kg will be delivered using our own fleet of transport.
Cancellations and Amendments
Once placing your order, the customer must contact Decking Direct immediately to make any cancellations or amendments to their order. Our swift turn-around period in which we receive an order and process it ready for dispatch, means that your order will be dealt with almost instantly. It is, therefore, imperative that you contact us ASAP with any amendments to your order along with potential cancellations. Failure to do so may result in additional fees being charged to the customer. For any orders that include bespoke cuts or products, the customer may be required to pay a restocking fee if any cancellations, amendments or returns impact Decking Direct financially. Any extra costs to be incurred by the customer will be communicated over the phone once contacting Decking Direct on 0333 1234 581.
Returns and Refunds
We operate under a 30 day returns policy. During which, the customer is entitled to return their goods to us at their own cost, providing that the products are still in their original condition and packaging. The products must be returned via a signed and tracked delivery - we strongly recommend using a company that provides insurance. The customer is responsible for any loss or damage of items that occurs during the return transit. We do not accept the return of any items that have been stored outside. A refund will only be provided once the items have returned safely and inspected upon arrival which may take up to 10 working days.
Please allow for 3-5 working days for refunds to be processed. We offer free samples on over 95% of our products, so we accept no responsibility for orders that do not match your specification where a sample has not been ordered beforehand. We therefore, reserve the right to deduct any original delivery costs incurred by ourselves before considering refunding your order.
To assist us in processing your return as efficiently as possible, please provide a covering letter with detailing your name, order reference and date, with a brief explanation of the reason for your return. Please email us at email@example.com for our return address and information where we will provide you with a return number to add to your parcel.