Shipping policy

PLEASE NOTE: Because of the changes to Customs requirements that are needed due to the UK leaving the European Union we are unable to deliver to Northern Ireland or Europe until the details are finalised with our courier partners and all necessary changes can be implemented. Any orders that are placed to an address in Northern Ireland or Europe will be cancelled and refunded, we are sorry for any inconvenience and will update the website as soon as we are able to resume shipping to these addresses.

STANDARD DELIVERY TERMS CURRENTLY NOT VALID DUE TO COVID-19

 

We and our courier partners are working hard to ensure deliveries stay on schedule and avoid disruption as much as possible but we have to put the health of our customers and staff first so please keep in mind that slight delays may happen but we will be doing everything in our power to try to prevent these and we ask for your patience. The new lockdown will again be putting major strain on the courier networks but, unfortunately, they have had many months of practice in dealing with these new restrictions and will be working hard to minimise disruption.

We try to display the worst-case scenario as the lead time on each product page and strive to get the item delivered before the stated date when possible (Please note lead times do not take into account areas such as Scotland which will take 2 - 5 days more depending on the address and item). 

Please don't contact our couriers unless you really need to; they are already swamped and can't tell you any more than the tracking link can. 

Our refund guarantee* is still in place - should any government guidelines change concerning COVID-19 and result in further restrictions meaning we are unable to deliver; a full refund will be applied to your order. We do not foresee this happening; however we want our customers to have the peace of mind this guarantee provides when purchasing from Magic-Gardens.

Our customer service team are available for advice either via email, our aim is to reply to all messages within 24-48hrs of receipt, or phone Monday-Friday 0900-1700hrs or via mail sales@buzzgardens.co.uk.

Unfortunately, in order to get items to customers as quickly as possible we're unable to make any changes to orders once they've been placed. Please bear this in mind and make sure you've ordered everything you need! 

Wherever possible we will keep you updated regarding any delays or changes as soon as we are made aware of them, and again we apologise for any inconvenience.

Stay safe everyone.

Delivery Overview

1. *Standard delivery is free of charge on orders of more than £50 to UK postcodes - this does not include some Scottish Mainland postcodes, the Scottish Highlands, Northern Ireland, Isle of Wight & Any Other Off Shore Locations. Sadly we cannot ship to the Channel Islands or the Isle of Man at present.

2.  Most stock items are delivered by Parcel Force, UPS or Royal Mail and are usually despatched within 24h of your order (please note we do not despatch orders on weekends or bank holidays and during busy periods such as Black Friday, Christmas etc. dispatch may be 48h) on a 48h service.  The countdown timer on products which gives an estimated delivery day is only an estimation not a guarantee

PLEASE NOTE: Larger items, for example Playhouses, Climbing frames etc. are delivered by Pallet Service and will take extra time to deliver (48h+) as the courier will need to contact you to arrange a delivery time (please make sure that you have provided us with an up to date phone number as the courier will need this in order to contact you to arrange delivery, failure to do so may delay delivery.

In purchasing from BUZZGardens.co.uk you agree to allow us to share your name, delivery address, phone number or email where applicable to our 3rd party courier in order to deliver the item to you, furthermore in the event that there is an issue with the delivery you agree to allow us to resend this information on your behalf only for the purpose of locating the delivery or in regards to any claims that may arise from a lost item.

3.  You will receive a shipping notification email on the day that we dispatch your order and any items being delivered by courier should also result in you receiving tracking emails as the items pass through each stage of the delivery process.

4. If there is an issue with your order we will notify you as soon as possbile, please ensure you have provided a correct phone number and email address. If the item you have ordered is out of stock we will phone and then email, if there is no response, to discuss your order and offer alternatives if possible. If we have not heard a response from yourself within 48hours we will refund your order in full back to the payment method (this may take between 3 - 7 days due to banks procedures)

5. Like every other internet or mail order retailer, we have no control over problems that occur in transit that lead to delays in delivery of your order. Whilst we completely understand the frustration that delays cause, we cannot be held responsible for any delays caused by 3rd party couriers and therefore cannot offer discounts or compensation for delays in delivery.

6. Please make sure that you are able to be at home for a delivery if a day/date has been confirmed, as some failed deliveries are liable to redelivery costs at a rate of 50% of our original delivery charges.

7. Please do not reject a delivery if the box is damaged. We do our best to ensure that all of our products are adequately protected during transit, so a damaged box will very rarely result in a damaged product. In the event that your item is damaged, we operate a 48 hour spare parts service and carry thousands of brand new spare parts in stock for immediate dispatch. Where possible, we will ALWAYS replace parts before accepting returns where items arrive damaged or develop a fault that can be fixed with a replacement part.

8. If we are arranging collection of a faulty item from you, someone from customer service will discuss the details with you over the phone to arrange a suitable day. Once the collection request has been made with the courier you will receive an email from us confirming the details of the collections including the date, courier etc. if you are unavailable on the arranged date contact us as soon as possible, if the collection fails we will have to charge for arranging a second collection.

You will also receive the Returns Form which you will need to attach to the items packaging as well as details of how the item needs to be packaged for the courier to except it, items that have not been properly repackaged may be refused by the courier and we will have to charge if a second collection needs to be arranged.