Your Delivery Questions, Answered
Questions about our delivery service?
See below for delivery options, important info and FAQs
Delivery Costs, Times & Services
We offer standard delivery to many areas of the UK (unfortunately, we’re unable to deliver to Northern Ireland and the Republic of Ireland at this time). Standard delivery will take up to 7 days from purchase and costs £39.95 per order of grass and £15 per order of accessories. Occasionally some customers may benefit from a next-day delivery but unfortunately this isn’t something we can guarantee.
Your Delivery Checklist
There are a few important things to bear in mind when it comes to your delivery. Follow this handy checklist to make sure you’re all set for the big day.
When You Order
Give instructions if address is tricky to findAvoid delays by letting us know if you have any specific delivery instructions for your driver.
Get in touch via email support@luxurygrass.co.uk or call us on 0330 818 2061
Get Ready to Receive Your New GrassDon't miss your delivery!
If you’re not in when your driver arrives with your order, you may be charged a redelivery fee.
After DeliveryTake a peek at your new grass.
Make sure you’re happy with your order and that it’s arrived in great condition.
We can store your order for you!Can’t wait to order but don’t need your grass right away? We can store your order in our warehouse for up to two months, for free.
Contact sales@luxurygrass.co.uk for details.
Delivery FAQs
Pre-delivery
We’ll email you on the day of your delivery to confirm your order is en route.
At present we don’t offer a next-day service for our deliveries. However, this is something we’re reviewing and hope to bring to you in the near future.
If you need to amend your order for any reason, please contact one of our helpful team and they’ll try their best to assist.
If your plans change, you can cancel your order if you tell us early enough. If you do find yourself needing to cancel, please get in touch with one of our helpful team and they’ll be able to assist.
If you think your address could be tricky to find or to access, please get in touch with a member of our friendly team.
If you know you won’t be home when your delivery is due, please let your sales rep or a member of our customer service team know of a safe space the driver could leave your order.
Delivery day
Your grass will be wrapped and sent with a courier in a van.
Your luxury grass will be delivered to your garden or garage/shed.
We always try our hardest to make sure that your order arrives in one delivery. However, in some cases your order could arrive from two different couriers. This might be because of irregular-shaped goods or orders coming from two separate warehouses. If this happens, we’ll let you know once your order is dispatched.
If you let us know of a safe space to leave your grass prior to the delivery being attempted, we can pass this information to your driver.
If you miss your delivery window, please get in touch to arrange a new delivery date. You may be subject to any redelivery charges we incur from our delivery partners.
Changes, damages & returns
We make sure to quality-check all our orders when they’re picked in the warehouse, and then again before they’re dispatched so that everything arrives safe and sound. But in the rare event that your order gets damaged in transit, there’s no need to worry. All you need to do is accept the delivery, snap some photos and sign for it as damaged.
If you notice the damage after the courier has left don’t worry, you can let us know once you spot it. Either way, just send us some pictures of the damaged items. Our helpful team will be in touch to resolve the issue as quickly as possible.
As we mentioned above, all of our orders are quality-checked when picked and again before dispatch so that the correct order will be delivered to you. But if you do have any concerns about the order you’ve received, then we’re here to help. Simply accept the delivery and then send us a picture of the order you’re concerned about. One of our helpful team will be in touch to resolve the issue as quickly as possible.
You can return your grass within 30 days of receiving your order. If you choose to do this, you’ll be subject to a 50% restocking fee on the total value of the product and a £50 collection fee. Accessories can be exchanged for a refund within 30 days of receiving your order. Please take a look at our returns page for more information on how to return an order.
Not answered your questions?
Give our friendly after sales team a call on 0330 818 2061
or email sales@luxurygrass.co.uk (for queries before you order) or support@luxurygrass.co.uk (for queries about an existing order).