Despite our best efforts to provide the best service possible sometimes items can arrive damaged or different to how our customer's expected.
In this blog you can find all the information you need to know if your product arrives damaged or you wish to return it.
Damaged Products Delivered by Pallet Force
Orders over 25kg will generally be delivered in a pallet by Pallet Force. If your pallet order arrives damaged, you should inform us via phone or email as soon as possible ideally within 24 hours of delivery. We recommend if possible checking for damage before signing for your delivery so that you are able to reject the order from the courier if it is damaged.
We will need to know which part of your order is damaged. For example with a bird bath like our BB7 Celtic we would need to know whether the base, top or both parts are damaged.
This rustic, cast stone bird bath is handcrafted using traditional Celtic patterns. The mythical yet timeless stye of this piece makes it perfect for any outdoor area. Its durability and weather resistant material ensures a lifelong addition of style to your garden!
This Celtic bird bath is the perfect ornament to add to your garden and an ideal gift for any keen gardener.
You will also need to email us photos of the following:
* The damage to the item
* The damaged item on the pallet with the original packaging
We advise that you unpack the pallet in the place that it was delivered and do not remove the products from the pallet until you are sure they are undamaged.
Once we have recieved this information and been in touch with Pallet Force, we will contact you with a resolution as soon as possible. Depending on the level of damage and your preference, resolutions can include a full refund, a partial refund and repair kit or even sometimes replacement parts. In general we will not collect damaged orders. Unless you are instructed otherwise, please dispose of the damaged parts yourself.
Damaged Products Delivered by DPD
If you ordered from us before, you may know that we previously worked with Parcel Force/Royal Mail to deliver boxed items, however we are now working with DPD. Similarly to pallet items please inform us if the your order is damaged via phone or email as soon as possible and again ideally within 24 hours of receiving your order.
As with pallet deliveries, we need to know which part is damaged for boxed deliveries. If you were for example to receive our AN16a & AN16b Small Elephant Trunk Down & Up damaged, we would need to know if one or both elephants were damaged.
We will also need you to send us an email with photos of the following:
* The DPD barcode label on the parcel
* The outer packaging
* The damage to the item
* The inner packaging
Once we have recieved this information and been in touch with DPD, we will contact you with a resolution as soon as possible. Depending on the level of damage and your preference, resolutions can include a full refund, a partial refund and repair kit or even sometimes replacement parts. In general we will not collect damaged orders. Unless you are instructed otherwise, please dispose of the damaged parts yourself.
AN16a & AN16b Small Elephant Trunk Down & Up
Two absolutely adorable garden statues of playful elephants, one with it's trunk up and the other with it's trunk down. These exceptionally detailed and sweet garden ornaments are the perfect addition to any animal-lover's garden and will add a charming touch wherever it is placed! These products are finished in a natural effect to be lifelike.
Return Products Delivered by Pallet Force
If you are unhappy with a product delivered by pallet like our BB1 Art Deco (on sale now) we ask that you contact us via email or phone so we can best advise you. If you wish to return your order it will be your responsibility to organise the safe return of the item with no damage. We also ask that you send us the tracking information for your order so that we can let our team know to expect it. We will then arrange your refund.
Please note the customer must pay the delivery and return charge of any items in good condition that they choose to return to us. You will however be refunded the cost of the product provided it arrives undamaged. It is possible for us to organise a return collection with Pallet Force at your request.
It is also worth noting that pallets are kerbside delivery only and that the delivery drivers are not contracted to put products in place. This being the reason for the return of items will not extempt the customer from paying the delivery and return charges.
Created with a rustic, vintage finish, this outdoor bird bath is the perfect balance of minimalism and luxury. Featuring intricate details along both the basin and the column this would make a truly beautiful addition to your outdoor area. The durability and weather resistance of this product ensures that it will provide a lifelong touch of elegance to your garden. This Art Deco bird bath would make an ideal gift for any gardener.
Return Products Delivered by DPD
For the return of boxed items like our PLQ42 Three Wise Cat Plaque (on sale now), we suggest that you contact us via phone or email so that we can best advise you. The safe delivery of returned items will be your responsibility. Please use the original packaging where possible to ensure that the item is protected and arrives undamaged. Once you have sent the order please let us know and provide tracking information if available so our team is prepared for the arrival of your returned order. It is possible for us to organise a return collection with DPD at your request.
As soon as your item is returned to us undamaged, we will refund you the cost of the item minus the delivery and return fee. Please note that even if the cost of delivery was initially free you will still be expected to cover this cost.
This stone plaque is an amusing piece of wall art that would be a lovely addition to your outdoor space. Witty and charming, this stone plaque depicting three wise cats carved on the front is great for hanging on a garden fence, deck, outdoor wall or even somewhere indoors. An amusing nod to the famous saying, 'see no evil, speak no evil'. An adorable ornament that would make the perfect gift for cat owners. This cat wall sign is cast in solid, weather resistant concrete and stone.
Thank you for reading this information. We hope it is helpful!
For further questions and queries please contact us via our email address sales@discountgardenstatues.co.uk or phone number 07903 169 184.