Pergola DeliveryUpdated 10 hours ago
Pergola Delivery
We offer free delivery to most locations on the UK mainland, excluding certain remote areas of Scotland. We are unable to deliver to Northern Ireland, Scottish islands (including Isle of Skye), the Channel Islands (including Isle of Wight, Jersey, Guernsey), or any other islands around the UK (including Isle of Man).
If you live in a remote location, please contact us on 0330 808 1744 before placing your order to confirm we can deliver to your address. If after placing your order we are unable to deliver to your address, we will contact you within 48 hours. This is exceptionally rare.
Standard Delivery
For 'in-stock' pergolas, we aim to get orders delivered within 7–10 working days. If your order contains 'pre-order' items, delivery will be arranged when all items in your order are in stock. If you would like us to deliver 'in-stock' items before 'pre-order' items become available, please contact us on 0330 808 1744.
Although we will do everything to deliver your order quickly, during busy times it is possible that deliveries may sometimes take longer than 7–10 working days.
Assembly & Installation Services
If you have purchased professional installation from Harbour Lifestyle: Your pergola will be delivered and assembled by our team on the same day. Installation is typically scheduled within three weeks of your order being placed. Our team will be in touch to arrange a date that works for you.
If you have not purchased installation from Harbour Lifestyle: We are responsible for delivery only. Any assembly arrangements — whether self-assembly or using a third-party contractor — are entirely separate from and independent of your delivery. Harbour Lifestyle has no involvement in or knowledge of your installation plans.
Preparing your installation area
Whether you are having your pergola professionally assembled or building it yourself, the ground preparation requirements are the same. Your surface needs to be ready before your pergola arrives.
If you've booked our assembly service
Please ensure the installation area is fully prepared and accessible before our team arrives.
Important: If the area isn't suitable, or anything prevents our team from completing the installation, any return visit will be chargeable at £150. If you decide to reject the installation and return your pergola for whatever reason, a failed assembly charge of £300 applies and will be deducted from your refund.
If you're self-assembling your pergola
The installation area must be correctly prepared beforehand. This is particularly important for the bolt-down, as it must be completed correctly to ensure your warranty remains valid.
Please note: If you've self-assembled your pergola and require our team to return to rectify an installation issue, this will be chargeable. Any replacement parts required as a result of an installation error may also incur a charge.
Delaying Delivery
We understand that sometimes your pergola may be ordered and planned for delivery well before assembly is intended. We also appreciate that plans can change and perhaps the expected delivery date for your pergola may not now be suitable. That's why we offer the flexibility to place orders on hold, free of charge, for delivery at a more suitable time.
The process of putting items on hold is different depending on the stock status of your ordered products:
Delaying delivery of 'In Stock' pergolas
If you have ordered a pergola which is shown as 'In Stock' on our website, please get in touch with us immediately upon placing your order. If you wait too long to get in touch, there is a chance your pergola will have already been dispatched and it will not be possible to delay delivery.
We encourage you to call our customer services team on 0330 808 1744 (rather than email us). We can then check whether your pergola has already been dispatched.
If your items haven't been dispatched, we will be able to place your order on hold until you are ready to accept delivery. If your items have already been dispatched and you require us to cancel delivery, this will incur a charge for us to return the items to our warehouse.
Delaying delivery of 'Pre-Order' pergolas
If your order contains items which are on 'pre-order', please send an email to our customer services team at [email protected]. If your items are on pre-order but the pre-order due date is only a few days away, we'd recommend calling us on 0330 808 1744 as there is a chance your items may already be being prepared for delivery.
How do I remove/release my pergola from being on hold?
Please note: you will not have been able to specify a date you wished us to release your order for delivery when you originally placed the order on hold.
When you're ready to accept delivery of your items, please notify our customer services team via email or phone. Once we release your order, the delivery process will begin and orders will take 7 working days (excluding bank holidays and weekends) to be delivered to your address.
When your pergola is delivered
Carton/Packaging Damage
It is the responsibility of the recipient to check for any damage sustained by the cartons/packaging during transit and to register this damage with us.
Important: Damaged cartons/packaging must be reported on the proof of delivery which you will be asked to sign, and then reported to us by email at [email protected] within 24 hours of delivery. You could write 'box damaged, box opened, box punctured' etc. on the proof of delivery.
If the carton/packaging is clearly damaged on delivery, it is essential that you take photographs of the unopened damaged packaging and email them to [email protected].
Product or Component Damage / Missing Components
You must check all pergola components are present and free of damage upon delivery.
Important: Any missing or damaged components must be reported to us at [email protected] with a full description & photographs of the damage within 72 hours of delivery.
If damage has occurred prior to delivery, or any component is missing, we will replace the item or component free of charge.
As we are unable to manage or monitor the handling or storage conditions of your pergola prior to installation while it is stored on your premises, after a period of 72 hours has elapsed following delivery, Harbour Lifestyle is unable to process any reports of missing or damaged items/components.
In instances where damage is acknowledged by us and is substantial enough to require a refund against your order, we are under no obligation to collect the product and may request that disposal be made by you.
All our products are of a high quality and, with correct use, should not experience any problems other than from general wear and tear. A consumer has no rights with respect to defects that are brought to their attention before the sale (for example, if purchasing an ex-display or ex-demonstration item).
A consumer cannot claim for damage they cause either by neglect or misuse.
Claims for losses associated with delayed/rescheduled deliveries or missing/damaged items/components
If you are opting for self-assembly or are hiring a local contractor to assemble your pergola for you, please allow adequate time between delivery of your pergola and your scheduled assembly during which all items/components can be thoroughly checked to be present and free of damage. Any missing or damaged items/components reported to us within 72 hours of delivery will be replaced. We aim to deliver replacements within 7–10 working days of receipt of your report. We will advise you if there will be any delay to the delivery of replacements.
On rare occasions, deliveries can be delayed for a number of reasons or, for operational reasons, we may need to reschedule your delivery.
Please note: Regardless of whether you have chosen to select one of our assembly services or are planning to self-assemble or use an external contractor/landscaper, Harbour Lifestyle cannot accept responsibility for any costs associated with delays to your pergola delivery or assembly. This includes, but is not limited to, contractor costs & time taken off work.
Have any other questions?
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