Shipping policy
How your greenhouse gets from our workshop to your door — lead times, delivery method, what to do on delivery day, and what's not covered.
1. Where we deliver
| Area | Delivery | Charge |
|---|---|---|
| UK mainland (England, Wales, Scottish lowlands) | Yes — standard service | Free |
| Scottish Highlands (postcodes IV, KW, PA, PH, FK17–21, AB30–63) | Available — contact us before ordering | Quoted on request — typically £75–£150 |
| Outer Hebrides, Northern Isles (HS, KW15–17, ZE) | Available — contact us before ordering | Quoted on request — ferry surcharge applies |
| Northern Ireland | Available — contact us before ordering | Quoted on request |
| Channel Islands, Isle of Man | Available — contact us before ordering | Quoted on request; VAT may differ |
| Republic of Ireland, EU, rest of world | Not currently offered via the website — contact us | Bespoke quote |
If your postcode falls outside UK mainland, please email support@waldenhaus.uk with the full address before placing your order. We confirm the carrier, lead time and additional charge in writing within 2 working days.
2. Lead time
You receive three updates by email:
- Order acknowledgement — immediately after checkout
- "In production" — within 5 working days; contract is formed at this point
- "On its way" — when the pallet leaves our warehouse, with carrier tracking and a 24-hour heads-up of the delivery window
3. Delivery method
All greenhouses ship on a single europallet via a UK pallet network (Palletways, Pallet-Track, or equivalent). Default service:
- Kerbside drop — driver places the pallet at the nearest accessible kerb to your delivery address. The driver is not insured to bring the pallet onto private property, into a back garden, through gates, or up steps.
- One-person delivery with tail-lift truck. The pallet is wheeled off on a pallet truck.
- 4-hour delivery window confirmed the day before by the carrier (typically by SMS).
- Signature on arrival required. See "On delivery day" below.
NORDIC pallet: 1.2 m × 0.8 m × 1.6 m tall, 120–200 kg depending on size.
SteelRoot pallet: 1.2 m × 0.8 m × 2.1 m tall, 55–105 kg depending on length.
Please make sure the kerb is accessible to an 18-tonne lorry. If access is restricted (narrow lanes, low bridges, weight limits, weekend parking restrictions), let us know at order time and we will arrange a smaller vehicle or alternative drop-off — charges may apply.
4. Optional upgrades (extra charge — quoted on request)
- Two-person delivery — driver plus mate, helps move the pallet from kerb to a single agreed point (typically £45–£75)
- Booked time-slot beyond the standard 4-hour window — typically £25
- Saturday delivery — typically £45 (where carrier coverage allows)
Email us to add any of these before despatch.
5. On delivery day
- Be there to sign — or nominate someone able to inspect and sign on your behalf. Carriers cannot leave unsigned pallets.
- Inspect the pallet before the driver leaves. Walk around it — look for crushed corners, splits in the kraft wrap, punctures, or any sign the pallet was dropped or knocked over.
- If anything looks damaged — sign the proof-of-delivery as "damaged". Photograph the wrap, the corners, the strapping. This single step is the difference between a free replacement and a dispute.
- Open and check contents within 48 hours of delivery. If panels, brackets or fasteners are damaged inside, photograph everything and email support@waldenhaus.uk with your order number. We arrange a free replacement under our delivery promise — see refund policy.
6. Failed or refused delivery
- If no one is available to sign, the carrier attempts redelivery the next working day (one free re-attempt).
- If two attempts fail, the pallet returns to the depot. We re-book on your request; redelivery from depot may incur a £45 carrier fee.
- If the address is unreachable due to information you provided incorrectly (wrong postcode, access denied), the return-to-sender + redelivery fee is passed on at cost.
7. Damaged in transit
Handled under our delivery promise, not as a return:
- Sign POD as "damaged" if visible damage on arrival.
- Photograph carton, contents, and any affected components within 48 hours of delivery.
- Email support@waldenhaus.uk with order number.
We replace damaged components free of charge and pay all shipping. No need to return the full order.
8. Cancellation
Cancellation rules — including pre-production and post-delivery 14-day returns — are set out in our Refund Policy.
9. Risk and title
- Risk passes to you on delivery to the address you provided (or when goods are handed to your nominated recipient).
- Title passes to you when we have received full payment.
10. Force majeure
If delivery is delayed by events outside our reasonable control (extreme weather, named storms, fire, flood, strike, port closure, fuel shortage, pandemic, public health restriction), we contact you with an updated lead time. If the delay exceeds 30 days from the original estimate, you may cancel for a full refund.
11. Contact
For any delivery query: support@waldenhaus.uk · +44 7861 751995 (UK working hours).