Delivery Information

Delivery Fees & Times

If a single basket contains products with multiple delivery fees, only the highest delivery fee will apply, even if the order is being split into multiple deliveries and delivery providers.

We always aim to deliver within the quoted time frame but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, we or our courier will contact you to advise you that the delivery date will be extended.

Delivering Multiple Items

We will always aim to combine your order into a single delivery, but on occasion, some deliveries may not arrive together, depending on the type of products ordered and the most appropriate delivery methods available. How to expect your delivery to arrive will be communicated to you with your order communications.

Your order shipment date is determined by the item with the longest availability lead time i.e. if an item has a 2-week lead time such as furniture, your order may be held until all items are available to be shipped together in one consignment. 

Delivery Locations

We can deliver to all UK mainland addresses. We can also deliver to the following, but an exceptional item surcharge will apply: Northern Ireland, Scilly islands, Jersey, Guernsey, Isle of Wight, Isle of Man and Scottish Highland and Islands.

We are unable to deliver internationally or to BFPO addresses.

Please be aware we have special delivery criteria for furniture and barbecues – please see below.

We will deliver your consignment to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the consignment left if you are out when we deliver. We cannot accept any liability for any loss or damage once the consignment has been delivered in accordance with your delivery instructions.

Packing and Unpacking

At Hillier we promise to send you first rate products and nursery fresh plants, just as good as you’d find in our garden centres. Our team will inspect everything carefully before it leaves us to make sure it’s in excellent condition. 

Plants will be placed in a waterproof bag and packed in purpose designed pot holding boxes. This ensures plants arrive in good condition. Please unpack as soon as possible after receipt. If not planting immediately please give your plants fresh air, a little water if required and allow them a few days to acclimate to their new environment.

Garden Furniture & Barbecue Orders

Delivery Locations

Large items such as garden furniture & barbecues are delivered by our Hillier team and can be delivered to addresses in Bedfordshire, Berkshire, Buckinghamshire, Dorset, Devon, East Sussex, Essex, Gloucestershire, Hampshire, Herefordshire, Hertfordshire, Kent, London (addresses within the congestion charge zone will incur a surcharge) Northamptonshire, Oxfordshire, Somerset, Surrey, Warwickshire, West Midlands, West Sussex and Wiltshire.

For any locations outside of this, we are still able to deliver, but please contact us at onlineshop@hillier.co.uk for a bespoke delivery estimate. 

Arranging a Delivery Date

Once your order is confirmed, we will contact you to agree specific arrangements for the date of delivery. We aim to call customers within 48 hours to arrange a suitable delivery date but cannot guarantee this. Wherever possible, delivery will be made on the first vehicle in your area following your order. Wherever possible, we will try to be flexible with our delivery times to suit you, however we are unable to store your order for delivery at a later date.

Unloading Your Order

On the delivery day our delivery drivers will unload your furniture or barbecue and carry it to the desired location within your home or garden – this includes your back garden.

If you have narrow passageways or sharp corners between where the vehicle will need to offload and your desired location for the furniture, please discuss this on the telephone when you are contacted to arrange delivery.

Building Furniture

Some aspects of our garden furniture will arrive flat packed. We regret that our drivers are unable to build any furniture sets or items for you on delivery.

Removing Packaging

We can take away packaging. Please ask the delivery driver to help you should you wish to dispose of the packaging of your garden furniture.

Tracking Your Order

When your consignment has been dispatched you will receive an email from Hillier and your online account will be updated. 

If your item is being delivered by APC, you will also be sent a ‘tracking number’, this can be used to track progress via our courier’s (APC) website or their useful mobile app. You will receive advance notification from the courier by either text message (if a mobile number has been provided) or email, giving you a one-hour delivery window so you know when to expect your items. Consignments may be left at your property or with a neighbour. If the first delivery attempt fails, the courier will try on a second occasion, if that attempt fails, they will notify you of a local facility where you can collect your parcel.

Delayed Orders

We will deliver the goods to you as soon as reasonably possible. We always aim to deliver within the quoted time frame but delivery times are not guaranteed.

We are not responsible for delays outside our control. If delivery is delayed due to any cause beyond our reasonable control, we or our courier will try to contact you to advise you that the delivery date will be extended and we will take steps to minimise the effect of the delay.