Delivery Terms
Last updated: September 2026
These Delivery Terms explain how orders from Quality Garden Supplies Limited are delivered and the responsibilities of customers when receiving those deliveries.
These terms should be read together with our Terms and Conditions of Sale.
1. How We Deliver
The majority of our products are delivered using independent third-party hauliers, couriers and pallet delivery networks.
Most bulk bags, large quantities of bagged products and other heavy products are delivered palletised.
Palletised deliveries are normally made using a large curtain-sided commercial vehicle fitted with a tail lift.
Our standard pallet deliveries are not made using a crane or HIAB.
The pallet is lowered from the vehicle using the tail lift and is then moved using a manual pallet trolley, sometimes referred to as a pallet truck or pump truck.
This method of delivery places important restrictions on where a pallet can safely be unloaded and moved.
Important: One Delivery Attempt Included
The delivery price paid covers one delivery attempt only.
If we or our carrier cannot complete delivery because of incorrect address details, unsuitable access, undisclosed restrictions, nobody being available where required, or another reason within the customer's reasonable control, a further delivery charge will apply before redelivery can be arranged.
2. Kerbside Delivery
All palletised deliveries are sold on a kerbside or roadside delivery basis unless we have expressly agreed otherwise in advance.
Our delivery obligation is therefore to deliver the pallet to a suitable and safe point at the kerbside or roadside immediately adjacent to the delivery address.
The driver is not required to move goods:
- onto your driveway;
- into your garden;
- into a garage;
- behind gates;
- through a property;
- around the side or rear of a building;
- onto grass or gravel; or
- to any other location beyond the normal safe kerbside delivery point.
Where circumstances allow, drivers will often try to place the pallet as close as reasonably possible to the customer's preferred location.
Any movement of a pallet beyond the normal kerbside delivery point is entirely at the driver's discretion and cannot be guaranteed.
The driver's decision as to where the pallet can safely be unloaded is final.
3. Delivery Vehicles
Unless otherwise arranged, pallet deliveries may be made using vehicles of up to approximately 18 tonnes.
These are large commercial vehicles and require substantially more access and manoeuvring space than a car or delivery van.
Typical restrictions which may prevent delivery include:
- narrow roads;
- narrow entrances or gateways;
- parked vehicles;
- weight restrictions;
- width restrictions;
- low bridges;
- low branches;
- low overhead cables;
- tight corners;
- restricted turning space;
- steep roads or driveways;
- weak bridges or surfaces;
- unsuitable road conditions; or
- any other obstruction preventing safe access.
It is your responsibility to tell us about any relevant access restriction before your order is dispatched.
If you are unsure whether access is suitable, please contact us before ordering or as soon as possible after placing your order.
4. Smaller Delivery Vehicles
A smaller 7.5-tonne vehicle may be available on request for some deliveries.
A smaller vehicle must be requested before dispatch and availability cannot be guaranteed.
There are also weight restrictions when using the tail lift on smaller vehicles.
As a general rule, the maximum pallet weight which can be handled by the tail lift on a 7.5-tonne vehicle is approximately 750kg.
This means a 7.5-tonne vehicle may not be suitable for certain products or pallet configurations.
Requesting a smaller vehicle does not change the kerbside nature of the delivery.
5. Surface Required for Pallet Deliveries
Manual pallet trolleys have small solid wheels and are designed to operate on a firm, smooth, level and solid surface.
Suitable surfaces normally include:
- tarmac;
- concrete;
- smooth paving; and
- other similarly firm, level surfaces.
Manual pallet trolleys generally cannot operate safely or effectively on:
- gravel;
- loose stone;
- grass;
- soil;
- mud;
- soft ground;
- uneven paving;
- cobbles;
- steep slopes;
- heavily cambered surfaces; or
- other loose or uneven surfaces.
We cannot guarantee that a pallet can be moved over a gravel drive, grass or other unsuitable surface.
If the surface between the delivery vehicle and your preferred delivery position is unsuitable for a manual pallet trolley, the pallet will normally be left at the nearest safe and suitable kerbside location.
6. Kerbs, Slopes and Obstacles
A loaded pallet can be extremely heavy.
The driver is not required to:
- pull or push a loaded pallet up or down steep slopes;
- move a pallet over raised kerbs;
- negotiate steps;
- move pallets across potholes or uneven surfaces;
- cross soft verges;
- manoeuvre through narrow gateways; or
- attempt any movement which the driver considers unsafe.
Customers should not assume that a pallet can simply be pulled from the road onto a driveway.
Whether this is possible depends upon the weight of the pallet, road level, kerb, slope, surface and other site conditions.
7. Delivery Onto Private Property
Our contracted delivery service is kerbside.
A driver may, at their discretion, agree to move the pallet beyond the kerbside and onto a customer's driveway or other private property where they believe it is safe and practical to do so.
This is not part of the standard delivery service and cannot be guaranteed.
The driver is entitled to refuse any request to enter private property or move goods beyond the normal delivery point.
Customers must not pressure or instruct a driver to undertake an action which the driver considers unsafe.
Where a customer specifically asks a driver to enter or manoeuvre onto private property, the customer should ensure that the route and surface are suitable for both the vehicle and delivery equipment and should identify any hazards of which the driver may not reasonably be aware.
Nothing in these Delivery Terms excludes liability where it would be unlawful to do so.
8. Access Information
When placing your order, you must provide accurate information about the delivery address.
You should tell us about anything which might affect delivery, including:
- restricted access;
- narrow lanes;
- restricted bridges;
- difficult entrances;
- weight restrictions;
- width restrictions;
- steep slopes;
- gravel roads or drives;
- low trees or cables;
- limited turning space;
- roadworks; or
- known access problems for large commercial vehicles.
Where appropriate we may pass this information to the delivery company.
Providing access information does not guarantee that the driver will be able to complete a particular manoeuvre.
The driver remains responsible for deciding what can safely be done at the time of delivery.
9. Failed Deliveries and Redelivery Charges
Our delivery charge covers one delivery attempt only.
Customers are responsible for ensuring that delivery can be completed on the arranged day, including making sure that:
- the delivery address is correct;
- suitable vehicle access is available;
- any relevant access restrictions have been disclosed in advance;
- the delivery point is accessible;
- any gates or barriers are open where required;
- someone is available to receive the delivery where attendance is required; and
- any unattended-delivery instructions provided are clear, safe and suitable.
If the carrier is unable to complete delivery because of a circumstance within the customer's reasonable control, the delivery will be treated as a failed delivery attempt.
Examples include:
- no safe or suitable access for the delivery vehicle;
- undisclosed width, weight, height or other access restrictions;
- an incorrect or incomplete delivery address;
- locked gates or inaccessible premises;
- no authorised person available where a signature or attendance is required;
- unsuitable unloading conditions;
- a customer refusing a delivery which complies with the order and agreed delivery arrangements; or
- the customer asking the driver to deliver to a location which cannot safely or reasonably be reached.
Where a delivery attempt fails, the goods may be returned to the carrier's local depot, supplier or other holding location.
A second or subsequent delivery attempt is not included in the original delivery charge.
If redelivery is required, the customer will be responsible for the reasonable additional redelivery, handling, storage or return transport costs incurred, where permitted by law.
We will normally require any applicable redelivery charge to be paid before a further delivery attempt is arranged.
The amount charged may vary depending on:
- the carrier;
- delivery postcode;
- number and weight of pallets;
- storage time;
- whether the goods have been returned to the supplier; and
- the delivery service required.
Where a delivery fails for reasons which are not within the customer's reasonable control, we will not charge a redelivery fee unless otherwise permitted by law.
Nothing in this section limits any statutory rights available to consumers.
10. Delivery Dates
Where available, customers may select or request a preferred delivery date when ordering.
We will use reasonable efforts to arrange delivery for the requested or confirmed date.
Unless we expressly agree otherwise, delivery dates are estimates and are not guaranteed appointment times.
Transport delays can occasionally occur due to circumstances including:
- traffic;
- vehicle breakdown;
- weather;
- road closures;
- depot disruption;
- pallet-network delays;
- operational problems; and
- other circumstances outside our reasonable control.
If we become aware of a material delivery problem, we will take reasonable steps to keep you informed.
Nothing in this section affects any statutory rights available to consumers relating to delivery times.
11. Standard Delivery
Where stated on the website, our normal standard delivery service is approximately 2–3 working days.
This timescale applies from dispatch or order processing as applicable and is subject to product availability, delivery postcode and carrier capacity.
Orders placed outside working hours, at weekends or on bank holidays will normally begin processing on the next working day.
Some products are dispatched directly by suppliers and may operate to different delivery schedules.
Product-specific information shown at the time of ordering should therefore also be checked.
12. Express Delivery
Where available, an Express or next-working-day delivery service may be selected for an additional charge or included for particular products.
Express delivery normally requires the order to be received and processed before the applicable cut-off time.
For QGS-stocked palletised products, the normal weekday order cut-off is 12:30pm, unless stated otherwise.
Orders placed after the cut-off will normally be treated as having been received on the following working day for dispatch purposes.
Express delivery remains subject to:
- stock availability;
- delivery postcode;
- carrier availability;
- suitable access; and
- circumstances outside our reasonable control.
13. AM and PM Delivery Services
Where offered, customers may purchase an upgraded timed delivery service.
Our normal pallet-network delivery windows are:
AM delivery: approximately 8:30am–1:00pm
PM delivery: approximately 12:00pm–6:00pm
These are delivery windows rather than fixed appointments.
Unless expressly stated otherwise, an AM or PM service does not guarantee delivery at a particular hour within that window.
Availability may vary according to postcode, product and carrier.
14. Saturday Deliveries
Saturday delivery may be available to certain areas by prior arrangement.
Saturday delivery is not part of our normal standard service unless specifically stated.
Please contact us before ordering, or before dispatch, if a Saturday delivery is required.
Additional charges may apply.
15. Delivery Times
Standard pallet deliveries can normally take place at any point during the carrier's normal working day.
Drivers may not always be able to provide an exact arrival time.
Where available, tracking information or estimated arrival information supplied by the carrier is provided for convenience and should be treated as an estimate unless expressly stated otherwise.
Customers should therefore make appropriate arrangements to receive their order.
16. Unattended Deliveries
Where permitted by the delivery service, customers may authorise an order to be left without obtaining a signature.
If you request an unattended delivery, you must provide clear instructions for where the goods should be left.
The requested location must be safe, accessible and suitable for the delivery method.
The driver may refuse to leave goods in the requested location if they reasonably consider it unsafe, inaccessible or inappropriate.
Where the goods are left in accordance with the customer's instructions, they will be treated as having been delivered.
This does not affect your statutory rights if the goods were damaged, faulty, missing or otherwise did not comply with the contract when delivered.
17. Someone Else Receiving the Delivery
A delivery may be accepted by another person at the delivery address on your behalf.
This may include an employee, contractor, family member, neighbour or other person whom you have arranged to receive the delivery.
Customers should ensure that anyone receiving a pallet delivery understands the access and kerbside delivery limitations explained in these terms.
18. Checking Your Delivery
You should inspect the delivery as soon as reasonably possible.
Where practical, please check:
- the number of pallets or packages;
- whether the correct products have been delivered;
- whether there is obvious damage to the products or packaging; and
- whether there are any obvious shortages.
If obvious damage or a shortage is identified while the driver is present, please tell the driver and ask for it to be recorded on the delivery documentation where possible.
We ask that any problems are also reported directly to QGS as soon as reasonably possible.
Photographs of the goods, packaging, pallet and delivery location can be extremely helpful when investigating a delivery issue.
Nothing in this section removes or restricts a consumer's statutory rights.
19. Turf Deliveries
Turf is a living and rapidly deteriorating product and should be treated differently from ordinary palletised goods.
Customers must make arrangements to inspect turf at the time it is delivered.
Any problem which is reasonably apparent on delivery, including obvious damage, deterioration, incorrect quantities or concerns about its condition, should be reported to us immediately and wherever practical before the delivery vehicle leaves.
If you have any concern about the turf, please take clear photographs immediately.
Turf should be laid as soon as reasonably possible following delivery and, wherever practicable, on the day it is delivered.
From delivery onwards, the customer is responsible for the proper:
- handling;
- storage;
- laying;
- watering; and
- ongoing care
of the turf.
Customers should ensure before delivery that:
- the ground has been prepared;
- sufficient people are available to lay the turf;
- appropriate equipment is available; and
- an adequate water supply is available.
Turf must not be left rolled or stacked for longer than necessary.
QGS cannot accept responsibility for deterioration following delivery which is caused by delay in laying, inadequate watering, unsuitable storage, weather conditions following delivery, unsuitable ground preparation, improper handling or failure to follow care instructions.
If a problem was not reasonably apparent at delivery, please tell us as soon as it becomes apparent.
Nothing in this section affects a consumer's statutory rights where the turf was faulty, damaged, not as described or otherwise did not conform to the contract when it was supplied.
20. Customer Assistance During Delivery
Customers must not climb onto the delivery vehicle or operate any carrier equipment unless expressly authorised by the carrier.
Please follow reasonable safety instructions given by the driver.
Drivers may refuse to complete a manoeuvre or unloading operation where they believe there is a risk of injury, damage or unsafe working conditions.
21. Pallet Weight
Pallets of soil, compost, bark and other bulk materials can weigh several hundred kilograms and in some cases substantially more.
Customers should not attempt to manually move a loaded pallet unless they have appropriate equipment and can do so safely.
The inability of a customer to move the pallet after a successful kerbside delivery does not mean that the delivery has failed.
22. Pallets and Packaging
Products may be delivered on wooden or other pallets.
Unless expressly stated otherwise, pallets and packaging supplied with an order do not need to be returned to QGS.
Customers are responsible for appropriately reusing, recycling or disposing of pallets and packaging after delivery.
23. Delivery Charges
Any applicable mandatory delivery charge will be shown as part of the price information presented during the ordering process.
Optional delivery upgrades, such as Express, AM, PM or Saturday services, may be shown separately.
The original delivery charge covers one delivery attempt only.
Additional charges may apply where:
- the customer requests a change to the agreed delivery arrangements after dispatch;
- a delivery attempt fails for a reason within the customer's reasonable control;
- redelivery is required;
- goods need to be returned to a depot or supplier;
- storage or additional handling charges are incurred; or
- another additional carrier service is requested.
Where such charges apply, they will reflect the reasonable additional delivery, handling, storage or carrier costs incurred by us.
24. Circumstances Outside Our Reasonable Control
Delivery services depend upon road transport and third-party carrier networks.
Occasionally delivery may be affected by circumstances outside our reasonable control, including:
- severe weather;
- flooding;
- accidents;
- road closures;
- traffic disruption;
- vehicle breakdown;
- industrial action;
- carrier-network disruption; or
- other comparable events.
Where this happens, we will take reasonable steps to minimise the effect on the customer and rearrange delivery where necessary.
Nothing in this section excludes or limits any statutory rights which a consumer may have.
25. Driver Safety and Final Decision
The driver has the final decision on whether a delivery, vehicle manoeuvre or pallet movement can be carried out safely.
Neither QGS nor the customer can require a driver to:
- enter a location they consider unsafe;
- drive onto unsuitable private property;
- move a pallet across unsuitable ground;
- obstruct a public highway;
- undertake an unsafe manoeuvre; or
- operate equipment contrary to their employer's safety requirements.
A driver's refusal to undertake an unsafe or unsuitable manoeuvre does not mean that the contracted kerbside delivery service has failed where a safe kerbside delivery can still be completed.
26. Contact Us About Delivery Access
If you have any doubt about whether your address is suitable for a pallet delivery, please contact us before dispatch.
Giving us advance warning usually allows us to discuss the available options with the delivery company and helps avoid failed deliveries.
Quality Garden Supplies Limited
Unit 3, Micklow House Farm
Eccleshall Road
Stone
Staffordshire
ST15 0BY
Company number: 07055300
Please remember: pallet deliveries are kerbside deliveries made using a tail lift and manual pallet trolley. A smooth, firm and level unloading surface and suitable access for a large commercial vehicle are required. The delivery price includes one delivery attempt only.