Shipping policy
Shipping & Delivery Policy
This Shipping & Delivery Policy applies to all orders placed with Jan Click Flooring Wholesale Ltd, trading as The Artificial Grass Company Nationwide, via our website or by telephone.
Please note: This policy does not apply to Composite Decking orders, which are subject to separate terms.
https://theartificialgrass.co.uk/pages/terms-conditions-composite-decking
1. Delivery Areas
We currently deliver to:
• England
• Wales
• Scotland (extended delivery times apply)
For deliveries to Northern Ireland, Isle of Man, Channel Islands, or remote areas, please contact us before placing your order, as additional charges and arrangements may apply.
2. Delivery Times
All delivery times are estimates only and are not guaranteed.
Typical delivery times are:
• England & Wales: 1–10 working days
• Scotland: 1–14 working days
We aim to dispatch orders within approximately 1–3 working days of cleared payment, subject to stock availability and order checks.
Delivery dates are confirmed after dispatch via email or telephone.
Once your order has left our warehouse, delivery is managed by either our own transport or third-party courier services. We are not responsible for delays caused by couriers, traffic, weather, or other events outside our control.
3. Delivery Time Windows
Deliveries may take place between:
6:00am – 9:00pm, Monday to Sunday
We are unable to guarantee specific delivery times unless agreed in writing in advance.
4. Delivery Process
It is your responsibility to ensure that:
• access to the delivery address is suitable
• any restrictions (narrow access, gates, parking limits, etc.) are declared at the time of order
• someone is available to receive the delivery where required
If access is restricted or delivery cannot be completed safely, the driver will deliver to the nearest safe and accessible point.
Delivery drivers are not required to enter your property. If they do so at their own discretion, this is entirely at their own risk and we accept no liability for any resulting damage.
5. Unloading Assistance
Artificial grass, particularly 4m and 5m wide rolls, can be heavy and may require assistance.
Where necessary, the customer must ensure that suitable help is available to safely unload goods upon delivery.
Failure to provide assistance may result in delayed delivery or re-delivery charges.
6. Delivery Charges
Delivery charges are calculated based on location, order size and product type.
Typical delivery charges are:
• England & Wales: £9.99 – £69.99
• Scotland: £9.99 – £89.99
Delivery charges are clearly displayed at checkout before payment is completed.
7. Failed Deliveries
If delivery cannot be completed due to:
• no one being available to receive goods (where required)
• incorrect delivery information
• restricted access
• refusal to accept delivery
• failure to provide required assistance
we reserve the right to charge for re-delivery.
8. Delivery Confirmation
We currently use photographic proof of delivery instead of customer signatures.
Drivers may take photographs of:
• delivered goods
• delivery location
• surrounding area
This is used as proof of successful delivery.
9. Risk and Responsibility
Responsibility for the goods passes to you upon delivery to the address provided.
It is your responsibility to inspect goods as soon as reasonably possible after delivery.
Any issues such as damage, shortages, or incorrect items must be reported promptly in accordance with our Terms & Conditions.
10. Photo ID Verification
To protect our customers and prevent fraudulent transactions, we reserve the right to request identification before or at the time of delivery in certain circumstances.
This may include:
• high-value orders
• mismatched billing and delivery details
• suspected fraudulent activity
• unusual order patterns
• additional security checks
Accepted Identification
One of the following:
• UK Driving Licence
• UK Passport
• Other government-issued photo identification
The name on the ID must match the order details.
Failure to Provide ID
If valid identification cannot be provided when requested, we may:
• delay delivery until verification is completed; or
• refuse delivery until identity is confirmed
Where identity cannot reasonably be verified, we may cancel the order and issue a refund in accordance with our Terms & Conditions and applicable UK consumer law.
Re-delivery charges may apply where delivery is delayed due to failure to provide identification.
Data Protection
Any identification provided will be:
• used solely for identity verification and fraud prevention
• accessed only by authorised personnel
• stored securely for no longer than necessary
• deleted or destroyed once verification is complete unless legally required to retain it
We do not use identification for marketing purposes and do not share it with third parties except where required by law or for fraud prevention.
11. Liability for Delivery
We are not liable for:
• delays caused by third-party couriers
• weather-related disruption
• traffic delays
• access restrictions not disclosed at the time of order
• indirect or consequential losses caused by delivery delays
Nothing in this policy affects your statutory rights under UK consumer law.
12. Contact Us
If you have any questions about delivery or your order:
Jan Click Flooring Wholesale Ltd
Trading as The Artificial Grass Company Nationwide
Unit 17/18 Owen Road Industrial Estate
Willenhall
West Midlands
WV13 2PY
Email:
sales@theartificialgrass.co.uk