Shipping and Delivery

1. Processing & Cut-off Times: We aim to process and dispatch all ordered Goods promptly. Our daily cut-off time for same-day Order processing is 13:00 (1:00 PM) UK time. Orders placed after this time, or on weekends and public holidays, will be processed on the next working day.

2. Delivery Zones: Standard delivery rates apply to UK Mainland addresses only. Deliveries to the Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight, Northern Ireland, and remote postcodes may be subject to extended delivery times and additional shipping surcharges.

3. Collection-Only Restrictions & Custom Delivery Quotes: Depending on the specific combination of items in your basket, their total dimensions, weight, or your delivery postcode, the checkout system may restrict your options to “Collection” only. If you require delivery but only see a collection option, please contact our team directly. We can often manually arrange custom freight solutions. You can reach us via WhatsApp or phone at 07926 127807, or email us at sales@greenstore.london.

4. Estimated Timeframes & Tradesperson Delays: Delivery dates provided at checkout are estimates only. Time shall not be of the essence for delivery performance. Important: We strongly advise against booking any plumbers, heating engineers, or tradespeople until you have received the Goods in full and thoroughly inspected them for any damage or missing parts. We shall not be liable for any tradesperson costs, site downtime, penalty charges, or consequential losses arising from delayed, missing, or incorrect deliveries.

5. Heavy, Large, and Bulky Items (Kerbside Delivery): Due to the physical weight and dimensions of plumbing and heating equipment (such as boilers, copper cylinders, radiators, and long lengths of pipe), deliveries of heavy items are strictly restricted to kerbside delivery only.

• The delivery driver is not insured, contracted, or required to carry Goods inside a property, up stairwells, or onto a construction site.
• Heavy Goods are typically delivered on a wooden pallet using a tail-lift vehicle and a manual pump truck. The delivery surface must be flat, solid, and accessible (e.g., concrete or tarmac). Pallet trucks cannot operate on gravel, grass, steep inclines, or uneven surfaces.
• It is the Buyer’s absolute responsibility to ensure that adequate personnel are present at the delivery destination to accept, handle, and maneuver heavy items into the property.

6. Access Restrictions: If your delivery address has restricted access for large delivery vehicles (e.g., narrow country lanes, low bridges, parking restrictions, or pedestrianized zones), you must notify us in writing prior to dispatch. Failure to do so may result in an aborted delivery.

7. Failed Deliveries: If a delivery fails because the Buyer is not present at the agreed time, refuses delivery without a valid reason, or the site cannot safely accept the Goods, the items will be returned to the courier’s depot. The Buyer will be strictly liable for any subsequent redelivery charges, storage fees, or return carriage costs incurred.

8. Transfer of Risk: Risk of loss, damage, or destruction of the Goods passes entirely to the Buyer upon delivery to the specified address, or upon collection from our premises if you arrange your own transport.

9. Inspecting Goods Upon Receipt: The Buyer must meticulously inspect all Goods immediately upon delivery before signing the courier’s delivery note.

• Any internal shortages, incorrect items, or concealed physical transport damage must be reported to us in writing (along with clear photographic evidence) within 48 hours of receipt. We accept no liability for discrepancies or transit damage reported after this strict 48-hour window, as we will be unable to claim against the courier.
• If you do not have time to check the items thoroughly while the driver is present, you must clearly sign the delivery terminal/paperwork as “Unchecked”.
• If the outer packaging appears visibly damaged or tampered with, you must sign for the goods as “Damaged” or refuse the delivery entirely.

Contact us at online@greenstore.london for questions related to refunds and returns.