Shipping policy

How Quickly Will My Order Ship?

Everything listed on our website is held in stock and ready to go — we do not sell items on a pre-order or backorder basis. Our warehouse processes outbound shipments at 11:00 am each working day (Monday through Friday, excluding UK bank holidays).

In practice, this means an order confirmed before 11:00 am on a working day leaves our warehouse that same day via express courier. Anything confirmed after the 11:00 am cut-off, or over a weekend or bank holiday, ships on the following working day.

Need us to hold your order for a specific date? No problem — just drop us an email or give us a ring straight after checkout and we’ll schedule dispatch to suit you.

Where Can You Deliver?

We ship to addresses across mainland Great Britain and the majority of UK islands. There are a small number of locations we may be unable to reach for certain products, including some Scottish islands, the Isle of Man, BFPO addresses, and the Channel Islands. If your address falls into one of these areas we’ll let you know as soon as we spot it and refund you in full, no questions asked.

Are There Extra Charges Outside England & Wales?

Standard delivery pricing applies to all addresses in England and Wales. For shipments to Scotland, Northern Ireland, the Republic of Ireland, the Isle of Wight, and other island destinations, a supplementary delivery charge may be required depending on the size and weight of your order. Express next-working-day service is generally unavailable to these locations.

We don’t always add surcharges automatically at checkout because we can often secure a better rate by quoting individually. If you’re based in one of these regions, feel free to get in touch before or after ordering and we’ll confirm the exact cost. Alternatively, sit tight after placing your order and we’ll reach out to agree the delivery charge before anything ships.

Delivery Address Verification

As a fraud-prevention measure, card payments may be restricted to delivery at the cardholder’s registered billing address. If you’d like your order sent somewhere else — a workplace, a second home, a gift recipient — please contact us at [support email] or by phone and we’ll do what we can to help.

Anything We Should Know Before Delivery?

If your property has a long or narrow driveway, limited turning space, height restrictions, or anywhere the courier might struggle with a large vehicle, please mention this when you order. Flagging access issues early helps us avoid failed or delayed deliveries.

What to Expect on Delivery Day

We use an express working-day courier service for all outdoor furniture orders. Deliveries can arrive at any point during standard business hours, so somebody will need to be present at the address to accept the goods and sign for them.

Once your order leaves our warehouse we’ll send you a confirmation email containing a tracking reference and the courier’s contact details, so you can monitor progress in real time.

Missed Deliveries

If the courier calls and nobody is home, they will typically leave a calling card with details of your nearest depot. You can then contact the depot to rebook a convenient delivery slot. If you don’t hear anything by your expected delivery date, we’d recommend getting in touch with the courier proactively using the tracking details we sent — it’s likely an attempt was made. Couriers will usually hold a consignment at their local depot for around 4–5 working days; after that, undelivered items are returned to us automatically and a redelivery fee will apply.

Please also be aware that if a specific delivery slot has been agreed and no one is available to meet the driver, the courier reserves the right to charge for the wasted journey. We will pass this cost on to you.

A Note on Courier Reliability

Our chosen courier partners maintain consistently high delivery success rates. That said, they operate independently of RWS Home Ltd and we cannot guarantee their performance, arrival windows, or specific time slots.

Checking Your Order on Arrival

Every shipment is insured against transit damage, but acting quickly when you spot a problem makes the claims process far smoother for everyone.

Visible damage to outer packaging: Before you sign, write “packaging damaged” (or similar) on the driver’s handheld device or paper delivery note. If the driver cannot wait while you open everything up, record “packaging damaged — contents unchecked” alongside your signature. If no note is made, the courier will treat the consignment as received in good order and any subsequent claim becomes much harder to pursue.

After the driver has left: Open and inspect everything as soon as you can. If you discover damage, shortages, or an incorrect item, report it to our customer service team within 48 hours of delivery. Photographs of the issue are extremely helpful and will speed up the resolution.

This 48-hour reporting window is designed to support efficient claims handling and does not limit your statutory rights under the Consumer Rights Act 2015.

A Word on Packaging

We pack our products robustly to survive the rigours of courier transit. Please take care when opening boxes and wrapping — not only to protect the furniture inside, but also because the original packaging is the safest way to return goods to us should you need to. We recommend keeping all packaging until you’re completely happy with your purchase.

Returns & Cancellations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason within 14 days of delivery. Our full cancellation process, including how we calculate refunds and who covers return shipping, is set out in our Terms and Conditions of Sale.

To start a return, contact us at [support email] or call our customer service team. We’ll confirm the return address and walk you through the next steps.