THE FOLLOWING INFORMATION WILL ANSWER ANY QUESTIONS YOU MAY HAVE – PLEASE READ

We are a family run business (since 2006) and we pride ourselves in being very different to our competitors when it comes to delivering and installing our Pergolas and Our Premium Garden Furniture ranges. Below are some very important pieces of information which explain exactly what to expect from us, as well as clarifying what we need from you to ensure that Delivery/Installation of your items runs smoothly. If you have any questions please contact us before we arrange delivery of your items and we will be happy to assist you.

WE WILL ONLY CALL YOU A DAY OR TWO BEFORE DELIVERY TO CONFIRM YOUR TIME SLOT – WHY?

We avoid using 3rd party couriers/delivery companies where possible, this is due to our vast experience and means that any damaged items or missed deliveries are virtually non existent ! Unfortunately many of our competitors are aware that 3rd party companies do not care about your goods, and actually allow for a percentage of issues. This is NOT acceptable to us at Crownhill, however sometimes means that we may take a little longer than our competitors to deliver, because we cover the entire UK mainland with our own small fleet of vehicles, and our own dedicated delivery and installation team who work solely for us and have vast knowledge of our products.

There are many reasons why we only call a day or two before to confirm your delivery slot, most importantly the health and safety of our staff and customers of course and we speak to our teams daily to check that they are fit and well, and that their vehicles are running smoothly before we confirm the following days deliveries. We also believe in making sure that each of our team are given the tasks that play to the strengths of their individual skill sets to ensure that you are given the best possible service when your items are installed. Among the other reasons are distance, driver hours and weather in particular areas.

ESTIMATED DELIVERY & INSTALLATION TIMES EXPLAINED

We always give an ‘estimated’ delivery before any money changes hands, this is based on what we expect at this time. We deliver/install within our estimated delivery times a very high percentage of the time, but occasionally due to unforeseen reasons your delivery may take a little longer than the ‘estimate’ given – please be aware that we do not hold on to goods any longer than needed (why would we? We need warehouse space!)

If we contact you within your estimated delivery time, we urge you to try and accommodate the slot we suggest and although we understand that you may not be able to, we will always aim to rearrange at the soonest available date but also expect you to understand that the more flexibility you give us the faster we can complete your delivery. If you refuse a delivery date or are not ready to receive your items, this may result in your delivery taking longer than the ‘estimated delivery’ quoted.

IT IS YOUR RESPONSIBILITY TO CHECK THAT YOU HAVE SUFFICIENT ACCESS FOR THE ITEMS YOU ORDER

As part of our delivery/installation when carried out by our own teams we will take the items through to the garden providing there is sufficient access, if you are unsure then please ask before you purchase, it is your responsibility to provide access for the items you purchase. If opting for our ‘optional installation’ service (for a small charge) this includes unpacking, assembly and removal of all packaging materials, this may help if you have limited access.

PERGOLA DELIVERY & INSTALLATION – WHAT WE NEED FROM YOU? (VERY IMPORTANT)

  • It is your responsibility to measure your space correctly – please ensure this is correct
  • Access needed – some of the boxes are 4-5 metres long please ensure you have sufficient access
  • Area must be as clear as possible, please ensure you inform us of anything which may be in the way?
  • Know your surface – we will ask a number of questions to ensure your installation goes as smoothly as possible
  • Are you ready? When we ask this question, please answer honestly, if you are not ready we are happy to hold on to your items in our warehouse until you are 100% ready at which point we will aim to deliver as soon as possible.
  • Contact details – please check your order confirmation and ensure that your telephone number and email address are correct, if we cannot contact you we cannot deliver!

WE DO NOT SELL PRIVACY SCREENS, LOUVRED WALLS ETC… SEPARATELY FROM OUR PERGOLAS – WHY?

Please ensure that before we deliver / install your Pergola, that you have chosen the correct accessories to suit your needs? Privacy Screens, Louvred Walls, Sliding Doors, Glass Doors, Heating & Lighting are all available to add to most of our Pergolas and will all be delivered and installed at the same time as the Pergola. 

There are many reasons why it is not the best option to attempt to add accessories to your Pergola once it has been delivered/installed including the following.

  • Each accessory is tailor made for each individual Pergola range and they WILL NOT fit another Pergola.
  • We do not factor in a delivery cost to our accessories, which means we are cheaper with these items than most of our competitors, this benefits you at point of order but also means that there would be a cost involved if delivering these items after.
  • There can also be ‘batch variations’, when we produce our stock for the current year all accessories are manufactured to precisely fit the current batch of pergolas.

Reading back through all of the above it is a little painful for us as a family run business to find the need to explain these points, and we absolutely do not wish to become another business with endless terms and conditions, however unfortunately a small percentage of customers have unfortunately complained that ‘nobody told us that’ so we now feel the need to post this information for everyone to read through.

The most important point of all is that we do everything possible to ensure that you enjoy your products for many years to come!

 

The team at Crownhill