*COVID19 UPDATE: All of our partners are operating with enhanced safety measures and order fulfillment is continuing unaffected.*
- All of our prices are inclusive of free shipping, UK VAT, and any import charges.
- You will receive an order confirmation when your order is placed with us.
- Orders are shipped within 3 business days of ordering (usually 1-2 days), with the exception of Chimeneas (see below).
- We email you your tracking number(s) when your order is dispatched.
- We use Yodel, DPD, GLS and DX for our shipments.
- Shipping time is 2 to 5 business days (except chimeneas- see below). Expedited delivery is not currently available.
- The combined order processing and delivery time is 3 to 8 business days.
- All of our products are dispatched from warehouses in the UK and the Netherlands.
- Due to their unique nature, Chimeneas are shipped using a specialist courier service. Processing time before dispatch is 3 to 8 business days and delivery time is 1 business day. You will be emailed your delivery details when your chimenea is dispatched.
- Unfortunately we cannot deliver to the Channel Islands, Isle of Man or Scottish Islands.
- Cut off time for order processing is 6.00pm each business day.
- Our business/ working days for shipping are Monday to Saturday excluding public holidays, with the exception of chimeneas which are Monday to Friday excluding public holidays.
Patio Eden cannot be held responsible for items that do not arrive due to errors made when entering your address and contact details. Please ensure that all order details are correct before confirming an order.
Please note that the address must be accessible to courier drivers and if no delivery instructions are left the customer must ensure that there is someone at the address to receive the package.
The order is the customer’s responsibility once the package(s) arrive at the address supplied when making the order. Patio Eden cannot be held responsible if the package goes missing once delivered at the address.
Please also note that deliveries made to business addresses or a place of work are considered received once they arrive at the address. It is the customer’s responsibility to ensure the item is safely received.
If you wish to cancel your order before it has dispatched please let us know by emailing email@example.com. Please provide your order number, full name and telephone number and purchase confirmation email.
Providing that the order has not been dispatched we will refund the account that you used to make your order.
If your order has already been dispatched, we will make arrangements for the return of your order in advance of its arrival at your delivery address.
If the specific item is listed as having a free return for any reason, the return will be free of charge. If this is not the case, you will be liable for the cost of return shipment.
Please note that we cannot refund the costs associated with not following our returns process.
To receive a full refund, it is important to return the item(s) in their original state. They must be in new condition, unworn or unused, with tags, original packaging and not damaged in any way. The customer must also ensure that the item(s) are sufficiently protected to avoid damage during return transit.
If your order does not arrive
All of our orders are provided with full tracking information which is emailed to you upon dispatch. This means that the status of your order is easily accessible while in transit and also when it is successfully delivered by the courier.
Due to this there is very little chance that your order will not arrive without us knowing. However if this is the case please email us at firstname.lastname@example.org in the first instance.
Please be aware that the order is the customer’s responsibility once it arrives at the address provided when making the order. Patio Eden cannot be held responsible if the package goes missing once delivered to the address.