Shipping policy

Shipping & Delivery Policy

 

Please Note: This policy does not apply to Composite Decking orders. Please read our Composite Decking Terms & Conditions before placing your order.

Terms & Conditions - Composite Decking

 

Delivery Information

To ensure a smooth delivery, please inform us of any parking restrictions, narrow access, gated entrances, or other access difficulties when placing your order. We will pass this information to the delivery company.

If access to your property is not possible, the driver will unload your order at the nearest safe and accessible location.

  • Delivery drivers are not permitted to enter your property.
  • If a driver enters your premises as a gesture of goodwill, The Artificial Grass Company accepts no responsibility for any damage that may occur.

 

Delivery Times

Our standard delivery window is between 6:00am and 9:00pm, Monday to Friday.

Unfortunately, we cannot provide an exact delivery time unless this has been specifically agreed in advance by email or telephone.

  • Standard delivery: 1–10 working days (England & Wales)
  • Scotland: 1–14 working days
  • Delivery dates are arranged after dispatch via email, so please ensure your email address is correct when ordering.

While we always aim to dispatch orders within 3 working days of receiving cleared payment, delivery times are estimates only. Once goods leave our warehouse, delivery is handled by either our own vehicles or third-party freight carriers. We cannot be held responsible for delays beyond our control, and compensation cannot be offered for delivery delays.

 

Delivery Charges

England & Wales

  • Standard Delivery: £9.99 – £69.99

Scotland

  • Standard Delivery: £9.99 – £89.99

Northern Ireland

Please contact us before placing your order, as deliveries must be arranged in advance.

 

 

Assistance Required for Larger Orders

Artificial grass supplied in 4m and 5m widths is heavy and difficult for one person to handle safely.

For these deliveries, the driver may require assistance unloading your order. Please ensure someone is available to help on the day of delivery.

 

 Delivery & Proof of Receipt

Drivers are allocated a maximum of 15 minutes to unload your order and complete the delivery.

Current Delivery Procedure

At present, drivers are not obtaining customer signatures. Instead, they will take photographs of the delivered goods and the surrounding area as proof of successful delivery.

 

 

Photo ID Verification

To help prevent fraudulent transactions and protect both our customers and our business, we reserve the right to request proof of identity before or at the time of delivery where we reasonably believe additional verification is required.

Identification may be requested by our office before delivery or by the delivery driver on the day of delivery.

Accepted Identification

Please provide one of the following:

  • Valid UK Driving License
  • Valid UK Passport
  • Another government-issued photo ID that matches the purchaser’s name

If satisfactory identification cannot be provided when requested, we reserve the right to postpone or refuse delivery until verification has been completed.

Any failed delivery or redelivery resulting from the inability to provide the requested identification may be subject to an additional delivery charge.

Where photo identification is provided to our office, it will be used solely to verify the purchaser’s identity. Once verification has been completed, any copies will be securely destroyed in accordance with our data protection obligations.

 

Contact us
For more information about our policies or if you have questions, please contact us by e‑mail at sales@theartificialgrass.co.uk