Pergola Delivery Essential InformationUpdated 20 days ago
Pergola Delivery
Please note. We currently only offer delivery to addresses on the UK Mainland.
If you require delivery to any other location, please contact us on 0330 808 1744
We understand that sometimes, your pergola may be planned for delivery well before assembly is intended. We also appreciate that plans can change and perhaps the expected delivery date for your items 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.
If you know you will require your order to be placed on hold when you purchase, please add a note in the checkout to alert us.
The process of putting items on hold is different depending on the stock status of your ordered products:
Delaying delivery of 'In Stock' Items
If you have ordered items which are currently 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 after placing your order, there is the chance that your items will have already been dispatched from our warehouse.
Therefore we encourage you to call our customer services team on 0330 808 1744 (rather than email us). We can then check whether your items have already been dispatched.
If your items haven't been dispatched, we will be able to gladly 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' Items
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 would recommend calling our our customer services team on 0330 808 1744 as there is the chance that your items may be being prepared for delivery already.
How do I remove/release my items 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 place the order on hold.
So. when you are 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 7-10 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 to the carton/packaging during transit and to register this damage.
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. 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 the damage has occurred during transit, or any component is missing, we will replace the item or component free of charge.
As we are unable to manage/monitor the handling or storage conditions of your pergola whilst on your premises, after a period of 72 hours from delivery has elapsed, Harbour Lifestyle is unable to process any reports of missing or damaged items/components.
In instances where damage is acknowledged by us and the damage 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 bought to his/her attention before the sale (for example, if purchasing an ex-demonstration item.
A consumer cannot claim for damage he/she causes 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 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.
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.