Japan Garden.co.uk use a variety of carriers with very few problems. PLEASE PLEASE take the time to open boxes and inspect goods as Carriers will NOT accept liability for transit damage later if the goods have been signed for. If you have any difficulty - mark the ticket DAMAGED as a precaution and contact us on 07799 847105 immediately.
We will require photographic proof of damage and also you must retain all carton, wrapping or other materials.
Whilst we endeavour to deliver within a 7-10 working day period, there are times when an item is unfortunately out of stock or stock is delayed. If delay occurs for a period exceeding 20 days then the customer is entitled to an automatic refund in full without any obligation however, the customer may wish to hold until the item is in stock and this is perfectly acceptable.
Items marked FREE DELIVERY UK MAINLAND apply to England, Scotland, Wales MAINLAND only - not any Islands or N or S Ireland.
Delivery costs in the UK are based on weight of items, speed of delivery and volume of order.
Generally carriers will redeliver free if you are not in by using a card system. We reserve the right to charge you for missed deliveries or re-delivery.
There is a minimum delivery, packing and administration charge of £5.50 on small orders
Currently our online shop calculates all UK Mainland Costs. Our charges are based on a single weekday delivery, there are additional charges applicable for timed or Saturday deliveries. If you require these services please contact us. Most carriers are unable to contact you prior to delivery.
The coloured areas below - including Channel Islands, Ireland are calculated at an higher rate. If you are have an order over £500 value, please contact us so we can confirm the delivery charge to you. We are also able to deliver to your nominated third party so you can have goods forwarded on at your cost.
Larger orders may require larger vehicles - please let us know if your location is unsuitable, for example, a narrow street, difficult access, local parking restrictions or a sloping site where tail lift vehicles cannot operate. We are not to be held responsible if a delivery turns up and cannot access your site because of parked cars, skips, or any other onsite problems.
We will confirm delivery charges, estimated delivery time and options to you upon receipt of your enquiry. To make an enquiry about delivery, please use our contact form.
If you need an Urgent Delivery, our experience is that this is normally possible by paying more for the service, but most times it can become a nightmare, especially large deliveries scheduled for Fridays, Weekends, Christmas, Birthdays or anything into Central London.
Delivery Timing - we are increasingly asked to arrange timed deliveries, all of these options, before 0900, before 1000, before noon , next day etc all carry a surcharge which if requested we will investigate. We appreciate that our clients work and that they may need to stay in to receive a delivery. However, our experience is that in 90% of the time carriers do what they say and deliveries are made, but it is an unfortunate fact of life that the delivery which needs to get there is on the lorry that has been delayed.
If you can organise a drop off point or delivery receiver who is working during normal office hours 0900-1700 then that helps. They will be asked to sign for your goods, and if they do so they accept good condition unless they take care to inspect the goods as detailed above.
We use commercial carriers to deliver to you. They will deliver to hard standing by the lorry - usually the heavier items are delivered on a tail lift lorry, although this is not always the case. You are responsible for any offload labour or machinery that may be required.
The Carriers will require a daytime contact number, however the majority of carriers do NOT book in or telephone you to arrange a delivery unless the order is for palletised loads. Drivers do not carry and should not use mobile phones en route.
The Carriers do NOT install or position the items for you. They are NOT allowed to enter your property or deliver up flights of stairs or enter lifts with delivery items. Unfortunately it is against the delivery companies health and safety rules. However, you will find that all delivery drivers are willing to assist as much as they can.
It is for the customer to arrange your own offload handling and moving from the delivery point. This is particularly important in the case of granite statues, lanterns etc. Specimen stones, aggregates and cobbles ordered in quantity and delivered in large tote bags or tonne crates. These deliveries will require assistance from yourself or other labour outside of our control.
We reserve the right to charge an additional cost for delivery should the load or delivery require additional handling on delivery
The large boulders may require mechanical handling - we will confirm this
We can offer "white glove" delivery where a professional company will install the items for you. This is not part of our normal service but is increasingly asked for. It is expensive and we will quote for this service as an option. Please ring Spencer Lane on 07799847105 for more information on this special service.
Note on signing for goods - All goods must be signed for by the recipient, if the goods are signed for by anyone else as in good condition, then no further claims for transit damage or loss can be made. Please sign for the goods yourself, as once the paperwork is signed, we accept this as proof of delivery and no further claims are accepted. Carriers will not be instructed to "Leave Goods" without signature.
Missed deliveries - We try to get the goods to you as soon as possible, in the case of large items, generally the carriers will attempt to contact you if a scheduled delivery has been missed. In the case of smaller items if a delivery is missed, carriers will leave a notification. Generally they will redeliver free of charge, but sometimes a redelivery charge is made. We reserve the right to recharge you for missed deliveries where you have been notified by the carriers and the additional charges involved.
We do our very best to use responsible and professional carriers, however situations occur which are outside of our control as the haulage systems become more and more devolved. The carrier who collects from us will probably not be the same one as delivers to you. If your consignment is delayed let us know immediately on 07799847105 - we are here to help and will do our utmost to resolve any issues.
For the avoidance of doubt, and without detracting from any other provision of these terms, we shall not be liable for any damage or loss whatsoever caused whether direct or indirect (including for the avoidance of doubt any third party) resulting from any delay or missed promised or projected dates in delivery of the goods, or failure to deliver the goods in a reasonable time - whether such delay is cause by our negligence or otherwise howsoever.
We regularly export worldwide, and we will obtain confirmed prices from reliable carriers for your purchases. Any tariff, tax or import duty payable for non-EU deliveries and transactions is the responsibility of the purchaser and NOT Japangarden.co.uk
We do not ship electrical goods to the US or Canada due to voltage differences. All electrical appliances are sold on the strict understanding that they will be installed by professional qualified electricians as the legislation now dictates that outside supplies and installations are to be installed by qualified professional electricians and are no longer a DIY operation.
Click here for Information for Overseas Buyers
Contact us for delivery charges to these areas if applicable