Delivery InformationUpdated 16 days ago

1. Where we deliver

We offer delivery to most locations on the UK mainland, excluding certain remote areas of Scotland. We are currently unable to deliver to Northern Ireland, Scottish islands, the Channel Islands or other UK islands.

If you live in a remote location, please contact us before placing your Order so that we can confirm whether delivery is available to your address. If, after you place an Order, we discover that we cannot deliver to your address, we will contact you as soon as reasonably possible.

2. Delivery charges and services

Standard delivery is free on Orders over £50. Orders under £50 are charged at £4.99.

Where available at checkout, we may offer enhanced delivery services, including:

• Platinum Delivery - £179: delivery, full assembly and removal of packaging for recycling. This service does not include assembly of pergolas or awnings; where available, assembly for these Products is a separate service.
• Packaging Removal Service - £75: delivery and removal of packaging for recycling; assembly is not included.

Where you ask to add Platinum Delivery or Packaging Removal after placing your Order, please contact us as early as possible. These services must normally be requested at least 3 days before the confirmed delivery date, are subject to availability, and are not added to your Order until we confirm this to you in writing.

The services available for a particular Product or postcode may vary.

3. What happens after you order

Where an Order contains several Products or packages, it may be delivered in more than one shipment. Where tracking is available, separate tracking information may be provided for each shipment.

For in-stock items, we aim to deliver within 7-10 working days unless a different timescale is shown or agreed. During exceptionally busy periods or where circumstances affect the delivery network, delivery may take longer. We will keep you informed of material delays.

4. Pre-orders and stock awaiting arrival

We may offer Products for sale before they have arrived at our warehouse, including while stock is being manufactured or transported to us.

Expected Stock Availability Dates are based on information reasonably available to us and may change because of manufacturing, shipping, port operations, customs clearance, weather, transport disruption or other circumstances affecting the movement or release of stock.

We will update you if we become aware of a material change to the expected availability of your Order. Once the stock becomes available to us, we will arrange delivery in accordance with the applicable delivery service.

If the expected availability changes and you no longer wish to wait, please contact us. Where you are entitled to cancel, we will cancel the Order and refund the amount due to you.

A change to an estimated or expected stock availability date does not, by itself, create an entitlement to compensation for inconvenience, loss of time or other costs arising from the delay.

Where an Order contains both in-stock and pre-order Products, we will normally arrange delivery when the Products required for the Order are available. Split delivery is not automatic. If you would like available Products delivered earlier, please contact us; where operationally possible, we may arrange a split delivery.

5. Standard and enhanced delivery

Standard Delivery

Deliveries are normally made Monday to Saturday between 7am and 8pm, occasionally up to 9pm, excluding public holidays.

Outdoor Products are normally delivered to your garden. Indoor Products are normally delivered to your room of choice. Our team can carry suitable items up one flight of stairs. Standard Delivery does not include assembly or packaging removal.

If delivery requires more than one flight of stairs, a lift, unusually difficult access or another special arrangement, please contact us before delivery.

Platinum Delivery

Where purchased and available, our team will deliver and assemble the Products, place them in the agreed location within the service limits, and remove the packaging for recycling.

Packaging Removal Service

Where purchased and available, our team will deliver the Products and remove the packaging for recycling. Assembly is not included.

6. Choosing your delivery date and delivery time

We cannot normally confirm a specific delivery date or time at the point of ordering. When your delivery is scheduled, you will receive confirmation by text, email or another agreed communication channel. If the proposed date is unsuitable, please use the contact details provided to rearrange it as soon as possible.

On the delivery day, we or our carrier may provide an estimated arrival window or live tracking. These estimates are indicative and can change because of traffic, route changes and earlier deliveries. Unless we expressly agree otherwise, a particular arrival time is not guaranteed.

7. Preparing for delivery

Before delivery, please:

• clear a suitable route from the entrance to the place where you want the Product delivered;
• make sure a responsible person aged 18 or over is present to receive the Order;
• secure pets away from the delivery and installation area;
• make sure the delivery area is reasonably ready, safe and accessible; and
• tell us in advance about any access, parking or site condition that may affect delivery.

If garden access is through a side gate or narrow passage, please measure it in advance. As practical guidance, tell us before delivery if the available width is less than 90cm so that we can assess the delivery arrangements.

We do not normally leave large Products unattended or in a nominated safe place.

8. Access to your property

You are responsible for telling us before delivery about any access restriction or condition that you know, or reasonably should know, could affect our ability to reach your property or complete the delivery safely.

This includes narrow roads or entrances, width, height or weight restrictions, low bridges or branches, restricted parking or loading, controlled-access roads, steep or unsuitable surfaces, gates, steps, lifts, restricted turning space, roadworks, permits or other unusual access conditions.

Our delivery vehicles vary according to the Product and service and may include vehicles up to 7.5 tonnes. If you are unsure whether access may be suitable, please contact us before delivery so that we can discuss it with you.

9. Parking permits, suspensions and local permissions

You are responsible for telling us before delivery if a parking permit, visitor permit, parking dispensation, bay suspension, access permit or other local permission is required to enable us to deliver or install at your property.

Where the permission must be obtained by the resident, property owner or occupier, you are responsible for arranging it, paying any associated charge and allowing sufficient time for it to be in place on the agreed date.

Where an application requires information from us, such as a vehicle registration number or vehicle details, please contact us as early as possible and we will provide the information reasonably available to us.

10. Restricted or difficult access

Our delivery or installation team will decide whether they can safely access your property and delivery location.

If the team identifies restricted or difficult access that creates a foreseeable risk of damage to the goods or your property, they may decline to proceed.

Where the team considers that delivery can still be attempted safely but there is an increased risk of minor damage because of the restricted access, we may explain the specific risk to you and ask whether you still want us to proceed.

If you ask us to proceed after that risk has been explained, we may ask you to confirm your request in writing. You accept the risks that have been specifically identified and that arise from proceeding through the restricted access at your request.

11. Flats and apartments

We can deliver to an upper floor where there is a suitable lift large enough and appropriately rated for the Product in its packaging. Our delivery team may assess the lift on arrival and will not use it if they reasonably consider it unsuitable.

We can normally carry suitable items up one flight of stairs. If your property requires delivery beyond one flight without a suitable lift, please contact us before ordering or before delivery so that we can confirm what is possible.

12. Delivery to a business address

We can deliver to business addresses. A responsible person must be available to receive and sign for the goods. We may be unable to leave large goods in an unmanned reception, communal area or other location where they would be unattended or insecure.

Business-address deliveries are normally available Monday to Friday. If you have specific business access or opening-hour requirements, please tell us before delivery is arranged.

13. Changing the delivery address

For security and fraud-prevention reasons, we do not normally change the delivery address on an existing Order.

If you have made a simple address error, contact us immediately. If the Order has not been dispatched, we will do our best to correct it.

In exceptional circumstances, such as where you have moved to a new property and the new address was not known when you ordered, we may consider a change following appropriate verification. Any change remains subject to our security checks and ability to deliver to the new address.

14. Customer collection

We do not currently offer customer collection from our warehouse. Orders are delivered through our delivery network.

15. Cancelling an Order that has already been dispatched

If you wish to cancel your Order, please contact us as soon as possible.

Once your Order has been picked, dispatched or passed to our delivery partner, we may be unable to stop the delivery before it reaches you. This does not prevent you from cancelling your Order, but we may need to recover the goods through the delivery or returns process.

Where possible, we may ask you to refuse the delivery when it arrives so that the goods can be returned with the delivery vehicle or through our carrier network. In other circumstances, we may ask you to accept delivery and arrange a collection with us.

Please follow the instructions we give you. This allows us to recover the goods in the safest and most efficient way and may avoid a separate collection from your property.

Where you are responsible for the cost of returning the goods, the applicable return or collection cost may be deducted from your refund, including where we have instructed you to refuse the delivery and incur a cost returning the goods to us.

16. Delivery and return charges following cancellation

Where you exercise a statutory right to cancel an online Order, we will refund any standard outbound delivery charge you paid. If you chose an enhanced or premium delivery service costing more than our standard delivery option, we will refund the cost of standard delivery but not the additional amount paid for the enhanced or premium service.

Where standard delivery was free, there is no outbound delivery charge to refund. This does not mean that the cost of returning or collecting the goods is free.

Unless goods are faulty, incorrect or otherwise being returned because of something for which Harbour is responsible, you are responsible for the direct cost of returning the goods to us. Where we arrange the return or collection, the applicable return or collection charge may be deducted from your refund.

Additional costs caused by something you are responsible for - such as nobody being available for an agreed delivery or an undisclosed access restriction - are separate from the original standard delivery charge and may be charged or deducted where applicable.

17. Customer-caused failed deliveries

If we are unable to complete delivery because of something you are responsible for, the applicable failed-delivery or redelivery charge shown in the Charges section of this Policy may apply.

This includes, for example, where:

• nobody is available to receive the Order on the agreed date or during the applicable delivery period;
• you refuse delivery other than in accordance with an agreed cancellation or return;
• an access restriction or parking requirement that you knew, or reasonably should have known about, prevents safe delivery; or
• the property, delivery area or installation area is not reasonably ready or accessible.

We do not charge a customer-caused failed-delivery fee where the failure was caused by us or our delivery partner, or where you were not reasonably responsible for the circumstances preventing delivery.

18. Missed or delayed delivery

If we or our delivery partner are unable to complete delivery on the agreed date for a reason for which we are responsible, we will arrange a new delivery at no additional delivery charge to you.

Where you paid for an enhanced delivery service that we did not provide, we will refund the applicable additional delivery charge where appropriate.

Harbour is not responsible for loss of earnings, loss of annual leave, time off work or other costs arising solely because you chose to make personal or work arrangements to receive a delivery.

19. Inspecting your delivery

Prompt reporting is important because it enables us to establish the condition and completeness of the goods at the point of delivery. Where an issue is reported later, we may require additional information or evidence to determine when and how the issue occurred.

Where damage or a missing component could not reasonably have been identified at delivery, please report it as soon as reasonably possible after discovery.

For large multi-box Orders, we do not expect every internal component to be fully unpacked while the delivery team waits. At delivery, please check the package count, obvious packaging damage, obvious visible damage and whether the Products appear to be the correct items. Complete a reasonable contents/component check as soon as practicable afterwards and before third-party installation or assembly.

20. Missing items or components

Before reporting an item or component as missing, please check all packaging carefully, including internal cardboard, protective foam and boxes packed inside larger items, and check the assembly manual or parts list where applicable.

When reporting a missing item, please provide your Order number, a description or part number where available, and photographs of the packaging and goods received where helpful.

We treat genuine missing items and components as a priority and will investigate and arrange the appropriate remedy as quickly as reasonably possible, subject to stock availability.

21. Customer-appointed installers and assemblers

If you appoint your own installer, assembler or other contractor, you are responsible for their appointment, timing and charges. You must allow sufficient time after delivery to check that the correct goods and components have been received and that there is no apparent damage, defect or missing item that would prevent the work proceeding.

If an issue becomes apparent during installation or assembly that means the work cannot reasonably or safely continue, work must stop and you should contact Harbour before further work is carried out. Harbour is not responsible for additional costs or damage caused by continuing work after such an issue was, or reasonably should have been, identified.

22. Delivery records and proof of delivery

We and our delivery partners may create records of a delivery or attempted delivery. These may include the date and time of attendance, GPS location, delivery status, signatures, photographs and, where appropriate, video.

Photographs or video may be taken where reasonably necessary to record the condition or location of the goods, confirm delivery or attempted delivery, record an access issue, or document an incident or damage.

Where nobody is available to receive a delivery, photographs or other records may be taken to evidence our attendance at the delivery address.

These records may be used to investigate delivery queries, complaints, damage, loss or other disputes. Further information about how we use and retain personal information is available in our Privacy Notice.

23. Goods that need to be collected

If goods have been delivered to you in connection with your Order but need to be returned because we delivered incorrect or duplicate goods, or otherwise made an error, we will arrange collection at no cost to you.

You must take reasonable care when opening and inspecting the goods and must retain the original packaging. You should only unpack or handle the goods to the extent reasonably necessary to identify and inspect them.

Once you become aware that goods have been delivered incorrectly or need to be returned to us, you must not assemble, install, use or otherwise handle them beyond what is reasonably necessary to keep them safe and make them available for collection.

Until collection takes place, you must take reasonable care of the goods and their packaging and keep them safe, dry and reasonably protected from damage, deterioration, loss or theft. Goods should not be left outside or in an unsecured location where there is a foreseeable risk of damage or loss.

You must make the goods reasonably available for collection and cooperate with us in arranging access. We will arrange collection within a reasonable period and will not expect you to store the goods indefinitely.

If the goods or their packaging are lost, damaged or materially deteriorate because you have not taken reasonable care of them, we may take this into account when determining any refund or other amount due to you.

24. Responsibility for goods after delivery

Risk in the goods passes to you when the goods are delivered into your physical possession, or into the possession of a person you have identified to receive them on your behalf.

Where delivery and installation form part of the same service, delivery of the goods and completion of installation are separate for this purpose. If the goods have been delivered to your property but installation cannot start or cannot be completed, you are responsible for keeping the goods safe and protected while they remain at your property.

This includes protecting the goods from theft, loss, weather, accidental damage and other foreseeable risks.

If installation cannot proceed because of something you are responsible for, the applicable missed installation or assembly charge may also apply.

25. Placing your Order on Hold

After placing your Order, you may ask us to hold it for up to three months without a storage charge, provided it has not already been dispatched. You must request the hold using the Order Hold form on our website. Your Order is not on hold until we confirm this by email.

When you are ready to receive your Order, please use the Order Release form to let us know. We will then arrange delivery in accordance with delivery availability at that time. Placing an Order on hold does not reserve a particular future delivery date.

If the three-month period expires without you arranging release, we will attempt to contact you using the contact details provided with your Order.

If we cannot contact you, we may cancel the Order and return the goods to available stock. In these circumstances, a storage charge of £10 per week will apply for the period during which we stored the Order for you. We will deduct this charge from the amount paid and refund the remaining balance to you.

If we are able to contact you, we will agree delivery or, at our discretion, expressly agree any further hold arrangement.

26. Delivery, collection and attendance charges

The following charges apply where the relevant cost is your responsibility under this Policy. We do not charge these fees where the delivery, collection or failed attendance results from something for which Harbour is responsible.

We will tell you the applicable charge before arranging a chargeable collection, redelivery or replacement appointment wherever reasonably practicable.

26A. Delivery to a UK freight forwarder

With your authorisation, we may agree to deliver to a UK freight forwarder for onward transport outside the UK. Our delivery obligation is completed at the agreed UK delivery point. You are responsible for arranging and paying for onward transport, insurance, customs, import requirements and any other arrangements after delivery to the freight forwarder.

The goods should be inspected at the UK delivery point before onward shipment. Visible damage, missing packages or other apparent issues should be reported to us as soon as reasonably practicable, preferably within 24 hours, with photographs where possible. A later report does not by itself remove any statutory rights, but onward shipment may make it more difficult to establish when or how damage occurred.

27. Your statutory rights

Nothing in this Delivery Policy excludes or limits any rights or remedies you have under applicable consumer law, or any liability that cannot lawfully be excluded or limited.

28. Severability

If any provision of this Policy cannot lawfully be enforced, it will not apply to the extent that it is unenforceable. The remaining provisions will continue to apply.

29. Contacting us

If you need to discuss delivery, access, a missing item, cancellation or another delivery issue, please contact Harbour Lifestyle using the contact details shown on our website or in your Order communications.

30. Installation services

Where you purchase an installation or assembly service from Harbour, we will perform the agreed service with reasonable care and skill and in accordance with the scope confirmed for your Order.

Installation is limited to the service we have agreed to provide. Unless we expressly agree otherwise in writing, it does not include planning, surveying, structural design, electrical installation, plumbing, drainage, groundworks, landscaping, alterations to buildings or finished surfaces, or making good following third-party works.

Delivery of the Product and completion of installation are separate. Where goods have been delivered to your property but installation cannot start or cannot be completed, section 24 of this Policy applies.

31. Preparing the site for installation

Before the agreed installation date, you must make sure that the installation area is reasonably ready, safe and accessible and that any preparations identified in your Order communications or installation requirements have been completed.

You are responsible for ensuring that the proposed location, base, surface and surrounding area are suitable for the Product and the installation method. Where we have specified dimensions, clearances, foundation requirements or other site conditions, these must be in place before our team attends.

You must provide reasonable access for our team, tools and equipment and keep the installation area clear of people, pets, furniture and other obstacles.

32. Permissions, consents and property restrictions

You are responsible for investigating and obtaining any permissions, consents or approvals required for the Product, its position or its installation. Depending on your property, this may include planning permission, permitted-development compliance, listed-building or conservation requirements, landlord or freeholder consent, leasehold restrictions, covenants, easements, wayleaves, Tree Preservation Orders or permissions relating to neighbouring or third-party rights.

Harbour does not provide planning, surveying, legal or property-title advice and does not accept responsibility for deciding whether a proposed Product or location complies with those requirements.

If a required permission or consent has not been obtained and this prevents safe or lawful installation, we may decline to start or may suspend the installation. A missed-installation or re-attendance charge may apply where the issue is your responsibility.

33. Services, cables, pipes and other hazards

You must tell us about any known or reasonably identifiable cables, pipes, drainage, services, structures or other hazards that may affect the installation. Where relevant, you must ensure that appropriate service information and safe access are available to our team.

Our installation service does not include locating, moving, altering or repairing concealed services unless we have expressly agreed this as part of the service.

If our team identifies an unexpected condition or hazard that makes it unsafe or unreasonable to continue, they may stop work until the issue has been assessed or rectified.

34. Electrical supplies and electrical work

We do not carry out electrical installation work unless we expressly agree otherwise in writing as part of your Order.

Where a Product requires an electrical supply, you are responsible for arranging any required electrical supply, connection or electrical work through an appropriately competent person and for ensuring that it is safe, suitable and compliant.

Our team may assemble or position electrical Products within the agreed installation scope, but this does not mean that Harbour has inspected, certified or approved your property's electrical installation.

35. Drilling, fixing and finished surfaces

Installation may require drilling, cutting or fixing into paving, tiles, masonry, walls or other finished surfaces.

Even where reasonable care and skill is exercised, localised cracking, chipping, marking or cosmetic variation can sometimes occur when drilling or fixing into these materials. Installation proceeds on that basis. Where practicable, we recommend that you retain suitable spare tiles, paving or matching materials.

A localised crack or chip that can reasonably occur during normal drilling or fixing will not automatically require the installation to stop. If you ask us to suspend the work and return after replacement materials have been fitted, a reasonable re-attendance charge may apply where the need to return was not caused by our failure to exercise reasonable care and skill.

Unless expressly included in the agreed installation scope, Harbour does not provide decorative making-good, replacement paving or tiles, painting, plastering, landscaping or other remedial finishing work.

36. Safety and authority to stop work

Our installation team is responsible for deciding whether the work can be carried out safely. A customer request to continue does not override a safety decision.

We may refuse to start, pause or stop installation where the team reasonably considers that access, weather, the condition of the site, a hidden or unexpected hazard, a missing permission, or another circumstance makes it unsafe or unreasonable to continue.

Where the cause is something for which Harbour is responsible, we will arrange the appropriate next step without a customer-caused re-attendance charge. Where the cause is something for which you are responsible, section 37 applies.

37. Missed, prevented or suspended installation

If installation cannot start because the site is not ready, access is unavailable, required permissions or preparations have not been completed, or another customer-caused issue prevents safe installation, we may remove any undelivered or unassembled Products from the Site and apply the relevant missed-installation or re-attendance charge.

If installation has already begun and must be suspended because of a matter for which you are responsible, we may leave the Product or partly assembled Product at the Site. We will take reasonable steps to leave the Site and Product in the safest condition reasonably practicable in the circumstances.

You are responsible for keeping goods left at your property reasonably safe and protected from theft, loss, weather, accidental damage and other foreseeable risks. You must rectify the issue preventing installation within a reasonable period and cooperate with us in arranging re-attendance.

For a customer-caused missed pergola installation or assembly appointment, the current charge for the Order is £175, as shown in section 26. If a different installation service has a specific attendance charge, that charge will be communicated or published for the Order before it is applied.

We do not charge a customer-caused missed-installation fee where the failure was caused by Harbour or our installation partner, or where you were not reasonably responsible for the circumstances preventing installation.

38. Changes, additional work and customer requests

Our team will install the Product in the location and configuration agreed for the Order, subject to the site being suitable.

If you ask for a material change to the agreed location, configuration or scope on the installation day, our team may decline the change where it is unsafe, impracticable or outside the agreed service.

Where we agree to additional work, a further charge may apply. We will explain the additional work and charge before proceeding wherever reasonably practicable.

39. Completion, inspection and sign-off

When installation is complete, we may ask you or a responsible person at the property to inspect the installation and confirm completion.

Please raise any visible installation concern with the team before they leave where reasonably possible. If you identify an issue afterwards, contact Harbour as soon as reasonably practicable and provide photographs or other information where helpful.

Signing or confirming completion does not remove any statutory rights or prevent you from reporting a defect that was not reasonably apparent at the time.

Where appropriate, our team may provide a basic demonstration of the Product or controls. You remain responsible for reading and following the Product instructions, safety information and applicable care guidance.

40. Installation records and evidence

We and our installation partners may create reasonable records of an installation or attempted installation. These may include the date and time of attendance, the condition of the site and Product, photographs or video, completion records, signatures and notes explaining why work could not proceed or was suspended.

These records may be used to evidence completion, investigate faults, complaints, damage or disputes, and manage re-attendance. They will be handled in accordance with our Privacy Notice.

41. Damage and problems arising during installation

If you believe our installation work has damaged your property, please identify the issue to the installation team before they leave where reasonably possible and contact Harbour as soon as reasonably practicable with photographs or other evidence.

We will investigate the circumstances and, where damage was caused by our failure to exercise reasonable care and skill, provide the remedy required by applicable law.

We are not responsible for pre-existing damage, inherent weakness or deterioration in a surface or structure, or for damage that results from a specific increased risk that was explained to you and which you asked us to proceed with, except to the extent that the damage was caused by our breach or negligence.

42. Customer-appointed trades and work after installation

If electrical, plumbing, landscaping, building or other work is required after Harbour's installation, you are responsible for appointing and paying the relevant competent contractor unless that work was expressly included in your Order.

Harbour is not responsible for damage, faults or additional costs caused by work carried out by a third party after our installation, except to the extent that the underlying issue was caused by Harbour.