Frequently Asked Questions
Orders, delivery, returns and warranty — the things customers ask us most. If your question is not here, get in touch and we will answer it.
Orders & payment
Add the items you want to your cart, go to checkout and fill in your delivery details. You will get a confirmation email with your order number as soon as the order goes through. If that email does not arrive within a few minutes, check your spam folder before contacting us.
If the order has not been packed yet we can usually change the address, swap an item or cancel it. Contact us with your order number as soon as possible. Once the parcel has left us it has to go through the returns process instead.
All the payment options we accept are shown on the checkout page. If the method you want is not listed, it is not available for your country.
The full price you pay, including any taxes and shipping, is shown before you confirm the order. There are no charges added afterwards by us. Orders shipped across a border may attract import duties set by your own customs authority.
Yes. Your order confirmation email is a valid receipt. If you need an invoice made out to a company name, reply to that email with the details and we will issue one.
Shipping & delivery
The delivery options and estimated times available for your address are shown at checkout before you pay. Larger items such as sheds, gazebos and mowers ship on a pallet or by a two-person service, so they take longer than a small parcel.
Shipping is calculated at checkout based on the size and weight of the items and where they are going. Bulky outdoor equipment costs more to move than small accessories.
Use our order tracking page with your order number and the email you used at checkout. Once the parcel is handed to the carrier you also get an email with a tracking link you can follow door to door.
Tracking only goes live once the carrier scans the parcel, which can be a while after your order is packed. If nothing has changed for several working days, send us your order number and we will chase the carrier.
Do not throw away the packaging. Take photos of the box and the damage, then contact us with your order number within a few days of delivery. We open the claim with the carrier and sort out a replacement or refund for you.
Check with neighbours and around your property first, and look for a card from the driver. If it still does not turn up, contact us with your order number and we will open an investigation with the carrier.
Returns & refunds
Yes. The return window, the condition items need to be in and any exceptions are set out in full on our Refund & Returns Policy page. Read that before starting a return.
Contact us with your order number and tell us which item you want to return and why. We reply with the return address and instructions. Please do not send anything back before you hear from us, or we cannot match the parcel to your order.
Items should come back unused, complete with all parts and accessories, and in their original packaging where possible. Bulky items in particular need the original box to survive the trip back undamaged.
Refunds go back to the original payment method once the returned item has arrived and been checked. Your bank or card provider then takes its own few working days to show the money in your account.
If something is faulty, damaged in transit or not what you ordered, that is on us — contact us and we will make it right at no cost to you. Who covers the cost of a change-of-mind return is set out in the Refund & Returns Policy.
Products, parts & warranty
Most are. Some of our mowers and generators are refurbished, open box or used, and every one of those says so clearly on its product page — in the title, the condition row and the description. We never sell refurbished or used stock as new. If a listing does not state a condition, it is new.
It varies by brand and model, and the term is stated on the product page where one applies. Refurbished, open-box and used items are sold without manufacturer coverage — on those, your protection is our 30-day return policy. Keep your order confirmation, it is your proof of purchase for any claim. Full details are in our Warranty Policy.
Tell us the product and which part you need and we will check what the manufacturer can supply. Availability depends on the brand and how old the model is.
Manuals are included in the box. If yours is missing or you want to read it before buying, contact us with the product name and we will send the PDF.
Key dimensions and specifications are listed on each product page. If something you need is not there, ask us before ordering — it is much easier than returning a bulky item that does not fit.
Account & support
No, you can check out as a guest. Creating an account just makes it easier to see your past orders and track deliveries without digging through your email.
Use the reset password link on the login page and follow the email you receive. If it does not arrive, check your spam folder.
Use the contact page and include your order number if your question is about an existing order. It saves a round of emails and gets you an answer faster.
We only use your details to process and deliver your order and to contact you about it. We do not sell your data. Full details are in our privacy policy.