Shipping policy

Shipping & Delivery Policy

Thank you for choosing The Outdoor Living Company. We specialize in sourcing premium, high-ticket outdoor living installations, commercial-grade barbecues, premium pizza ovens, and architectural heating solutions. Because our catalogue features heavy, precision-engineered products, our shipping logistics are distinctly tailored to ensure safe, secure, and professional delivery to your property.

By placing an order on our store, you acknowledge and agree to the logistical protocols outlined below.

1. Shipping Rates & Destinations

  • Standard Delivery: We offer standard curbside shipping across the United Kingdom mainland. Standard items and specific regional manufacturer orders may qualify for complimentary shipping as indicated on individual product pages.

  • Oversized & Freight Surcharges: For exceptionally heavy components (such as concrete masonry, stone fire tables, or fully assembled outdoor kitchens), specific surcharges may apply based on your geographic region or structural offloading requirements. Any applicable fees will be calculated dynamically at checkout or arranged via a concierge logistics consultation.

  • Off-Mainland Delivery: Deliveries to the Scottish Highlands, Northern Ireland, Isle of Wight, Isle of Man, and Channel Islands will attract bespoke freight configurations. Please contact our team at sales@theoutdoorlivingcompany.co.uk for a tailored logistical quote prior to completing your purchase.

2. Dispatch & Order Fulfillment Timelines

Because we operate a direct-to-customer logistics workflow, your items are dispatched directly from our manufacturers' centralized regional hubs. This minimizes handling phases and significantly protects the structural integrity of your order during transit.

  • In-Stock Orders: Standard in-stock orders are processed within 1–3 business days. Estimated transit windows for heavy freight vary by manufacturer, typically spanning 3–7 business days from dispatch.

  • Bespoke & Made-To-Order Items: Select items in our catalog (such as custom gas-configured burners, customized outdoor masonry finishes, or specialized outdoor kitchen frameworks) feature dedicated production lead times. Lead timelines are explicitly marked on specific product pages, and updates are continuously provided to your registered email address.

Please Note: All shipping and delivery timelines provided at checkout or via confirmation emails are strictly estimates. The Outdoor Living Company is not liable for structural project delays, independent installation booking penalties, or external courier variations.

3. Heavy Freight & Palletized Curbside Delivery Protocol

The majority of our premium products are delivered using specialized large-vehicle freight networks and arrive secured onto heavy wooden transit pallets. It is crucial to understand the rules governing freight delivery:

  • Curbside Standard: Delivery is strictly "curbside." This means the delivery driver will offload the pallet using a mechanical tail-lift and hand-operated pallet truck to the nearest safe, flat curb or driveway boundary. Drivers are legally unauthorized to navigate steps, unpaved surfaces, gravel, or move heavy units into rear gardens or properties.

  • Property Access Restrictions: You must ensure that your property is safely accessible via a standard large 18-tonne or 7.5-tonne delivery vehicle. Narrow lanes, sharp low-hanging branches, or weight-restricted residential zones must be communicated to our logistics desk at the point of order.

  • Failed Deliveries: If a delivery truck arrives at your property and cannot safely complete the drop due to uncommunicated access constraints, or because no authorized adult is present to accept and sign for the cargo, a mandatory re-delivery fee will be levied by the carrier network. This charge must be settled before a secondary delivery slot is booked.

4. Mandatory Delivery Inspection & Sign-Off Procedures

Due to the valuable, high-ticket nature of our inventory, you must strictly adhere to the following checklist upon arrival:

  1. Visual Audit: Before signing any delivery paperwork, perform a comprehensive exterior visual audit of the delivery pallet or crates. Inspect for structural compromise, ruptured stretch wrap, or signs of impact.

  2. Documenting Damage: If you detect structural damage, or if the shipment appears incomplete, you must write "DAMAGED UPON ARRIVAL" or "SHORTAGE" directly onto the courier’s physical delivery note or electronic handheld terminal. Do not let the driver rush you through this step.

  3. Photographic Evidence: Take clear digital photographs of the packaging and items before removing them from the structural pallet.

  4. 24-Hour Notification: Notify our sales desk immediately at sales@theoutdoorlivingcompany.co.uk within 24 hours of arrival with your order reference number and photographic evidence. Failure to record damage on the courier's documentation or report it to us within 24 hours significantly impedes our ability to process replacement claims with the manufacturer hub.

5. Order Tracking & Communications

Once your order has been dispatched from the manufacturer's facility, our system will update your Shopify account with tracking details or freight routing references. For oversized pallet shipments, the freight carrier will contact you directly via the phone number or SMS data provided at checkout to arrange a convenient day or multi-hour arrival window.

For any urgent logistical inquiries or custom delivery configurations, please contact our dedicated support team at sales@theoutdoorlivingcompany.co.uk.