delivering to your door

Delivery & Returns

We offer FREE Standard Delivery on all orders over the value of £1000 within Mainland UK.

Delivery Information:

We offer FREE Standard Delivery on all orders over the value of £1000 within Mainland UK.

 

Furniture, Large & Bulky Delivery Information:

Delivery charges for large & bulky products start at £34.99 for basket totals under £1000 and are calculated on Weight. This does not extend to products that are on sale in store and not listed online. See below for further, more detailed information. once checkout is complete we will notify you within 3-5 days of your estimated delivery date.

Whitehall operates its own fleet of delivery vehicles, please see below for qualifying orders.

 

Delivery Charges for Large & Bulky Items (Non-Local):

For Large & Bulky items (including Barbecues) under £1000, the delivery charges below apply:

Weight Band Delivery Charge
0 to 31kg £34.99
31.1 to 85kg £59.99
85.1 to 115kg £79.99
115.1 to 145kg £94.99
145.1kg to 175kg  £109.99

 

 

Local Delivery:

Delivery charges for Local delivery start at £6.99 for basket totals under £1000 and is distance based on postcode. This does not extend to products that are on sale in store and not listed online. See below for further, more detailed information. Once checkout is complete we will notify you within 3-5 days of your estimated delivery date. This is usually within a week however during peak season this could be slightly longer.

Whitehall operates its own fleet of delivery vehicles. Delivery is available locally to the Garden Centre at Lacock. Delivery addresses outside the local radius of the store are automatically calculated with our delivery partner Panther, this is performed at checkout based on a postcode check.

 

Delivery Charges for Local Delivery:

For Local Delivery of compost & furniture (including Barbecues & Christmas Trees) under £1000, the delivery charges below apply:

Delivery Band Delivery Charge
Band A £6.99
Band B £9.99
Band C £12.99

 

 

Standard Delivery Terms:

For all items not classed as Large & Bulky standard delivery charges apply, this carries am maximum weight limit of 25kg. Shipping charges are calculated automatically at checkout. All items sent via our Standard delivery service are sent on a next day tracked delivery service via APC Overnight. Please allow 1-2 days processing time. Upon dispatch your consignment number will be emailed to you to allow tracking of your item.

What Time Will My Delivery Arrive?

During checkout if you have supplied a mobile number or email address these will be used by our courier to update you on the delivery status of your order. On the day of your delivery you will get an estimated delivery time sent in the morning.

What if I Cannot Be Home To Accept The Delivery?

If you cannot be home to accept your delivery and you have specified a safe space your order will be left there. If there is no safe space or there is a risk of the order being damaged the courier may prefer to leave a ‘while you were out card’, you may rearrange delivery via this calling card. APC Overnight will attempt to deliver an item up to 3 times before sending it back to us.

What If I Don’t Rearrange Collection/Redelivery?

If APC Overnight has attempted to deliver up to 3 times, or a redelivery request wasn’t requested your order will be sent back to us. At this point we will process a refund for the goods.

Can I Select A Separate Delivery Address?

It is possible to select a different delivery address if required, there is an option to select this after completing the cardholders address.

 

Gift Card Delivery:

All gift cards and experiences are sent out via Royal Mail Signed For service to ensure door to door delivery.

What Time Will My Delivery Arrive?

Royal Mail aim to deliver 1st class post the next working day in 93% of cases, during busy periods this can take slightly longer. If you would like to ensure delivery on a specific day, Royal Mail Special Delivery option is available.

What if I Cannot Be Home To Accept The Delivery?

Gift Card & Experience orders are letterbox friendly and don’t require anyone to be home to accept the delivery.

Can I Select A Separate Delivery Address?

It is possible to select a different delivery address if required, there is an option to select this after completing the cardholders address.

 

Problems with your order?

We try very hard to ensure that you receive your order in pristine condition. If there is an issue with your order, please e-mail us at orders@whitehallgardencentre.co.uk 

In the unlikely event that a product arrives damaged or faulty, please contact us at onlinecustomercare@whitehallgardencentre.co.uk

 

Returns:

Online Returns:

You may return or exchange products, subject to the cancellation rights given in the section above, within 28 days of the despatch date. Products must be returned in their original packaging. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

To return products, please contact our Customer Service Team on onlinecustomercare@whitehallgardencentre.co.uk. Our Customer Service Team will then arrange for a third party carrier to collect the products from you free of charge.

 

In-Store Returns:

You may return or exchange products within 28 days of the purchase date on the receipt. Products must be returned in their original packaging, unused & with tags. To return products, please speak to our customer services desk.

Items returned with an expired receipt or without a receipt will be issued a credit note to the value of the last known selling price.

 

Refunds:

Online Refunds:

On cancellation or return of products, we will make a refund to you of the full value of the payment made to us, excluding delivery charges, where applicable. A refund of the original delivery charge will be given (if applicable) in the instance of incorrect, damaged or faulty goods or if your order is cancelled within 7 (seven) working days from the day after which you have received the goods .

Where you paid for products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited. Where you paid for products using gift vouchers, refunds will be made in gift vouchers of equivalent value. Where you part-paid for products using gift vouchers and the remainder by payment card, the amount charged to your payment card will be re-credited to your payment card account and the amount paid in gift vouchers refunded by gift vouchers of equivalent value. 

All refunds will be made within 14 working days either:

  • (where products have not yet been shipped to you) of our confirmation in writing to you that your order has been cancelled; or
  • (where products have been shipped to you) of receipt of the returned products by us.

 

In-Store Refunds:

On return of products, we will make a refund to you of the full value of the payment made to us, excluding delivery charges, where applicable providing the item is in its original packaging, unused & with tags (where applicable).

Items returned with an expired receipt will be issued a credit note to the value of the last known selling price.

Where you paid for products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited. Where you paid for products using gift vouchers, refunds will be made in gift vouchers of equivalent value. Where you part-paid for products using gift vouchers and the remainder by payment card, the amount charged to your payment card will be re-credited to your payment card account and the amount paid in gift vouchers refunded by gift vouchers of equivalent value. 

Damaged goods:

Online Sales:

Please check your delivery as soon as possible after it arrives. In the unlikely event your delivery has arrived damaged please contact via email on onlinecustomercare@whitehallgardencentre.co.uk or call our Customer Care on 01249 730204 between 9.00am and 5.30pm Monday to Friday, 9.00am to 5.30pm Saturday and 10:30am to 4:30pm Sunday.

In-Store Sales:

In the unlikely event your purchase is damaged please contact Customer Care on 01249 730204 between 8:30am and 8pm Monday to Friday, 9.00am to 5.30pm Saturday and 10:30am to 4:30pm Sunday for next steps.