In need of help?
Here you'll find questions regarding delivery types, where we deliver and what happens after you place your order with us.
What types of delivery do you do?
Parcel delivery
For smaller items, we choose a parcel delivery option. This will be delivered to your door by a courier company Monday-Friday by all-day service.Palletised delivery
Our most popular delivery option, this is delivered to the curbside or nearest hard standing, this is an all-day service Monday-Friday 8am-6pm. Once your order has been dispatched you will receive an email from the carrier. Once your order arrives into the local depot you will be contacted by the carrier to confirm a delivery date.
A signature is required for delivery and no pallet deliveries can be left in a safe place.
Please note no time scales can be given from our customer service team on the day of delivery.Delivery to garden
This is delivered by a 3rd party carrier, who will deliver to your garden. This service does not include assembly or packaging removal.
Once your order has been dispatched you will receive an email from our carrier. When your order has arrived into your local depot they will contact you to confirm a delivery date.
The drivers will attempt to call you around 1 hour from delivery to let you know once they are en route.White Glove Assembly Service
Our premium delivery service, this is delivered by our White Stores delivery team on our own vehicles to your garden.
We will assemble your furniture and dispose of all packaging.
You will be contacted by our transport team to be booked in for delivery beforehand.
The drivers will attempt to call you around 1 hour from delivery to let you know once they are en route.
Current restrictions apply: applicable locations CO, SS, CM, RM, IP, EN
We do not anchor Pergola's, we only assemble and erect.Pergola Installation Service
Price: Varies depending on pergola size and locationDon't want the hassle of installing your pergola? We do offer a pergola installation service.
This is currently only available in certain areas and will be an additional fee. Costs may vary depending on the size of the item and your location. To check whether this is available in your area, and upgrade to this service if possible, we recommend placing your order via telephone.
What does pre-order mean?
Pre order means you are purchasing something that is not yet in stock. The 'Estimated Delivery' date is the current date that we expect to be able to deliver your items to you.
Our Pre-Order option allows you to reserve the specific item that you are wanting, at its next available date. By Pre-Ordering, you are reducing the chance of missing out on stock ahead of our busy periods.
Pre-Order items will always state that they are available for Pre-Order and will show an estimated delivery period on our product page, at checkout and on your order confirmation once your order is placed.
We would like to remind our customers that all pre-order items indicate an estimated shipping date (as above) which is accurate at the point of ordering, however, these dates are estimates only and can be subject to change.
We can not be held liable for any delays in delivery of Pre-Order items and we would recommend only purchasing from available stock if you require the goods within a specified timeframe.
Do you deliver to outside the UK?
Unfortunately, we do not currently deliver outside mainland UK.
Do you do weekend deliveries?
White Stores use couriers to deliver our goods to you, and unfortunately, these courier companies don't operate on weekends.
What do I get with the Premium White Glove Delivery?
Our Premium White Glove delivery service does remove all packaging once items are assembled and checked by you. We will assemble your furniture and dispose of all packaging. You will be contacted by our transport team to be booked for delivery beforehand. With standard delivery and garden delivery, we do not take away the packaging.
What are the delivery times for our furniture?
Our furniture varies in delivery times due to availability. Please check our website where you can filter by in stock or by a date range.
The estimated delivery dates vary when I put the item in my basket and go to checkout
The date on the checkout page is correct and may vary if there are multiple items in your basket.
Order placed
What happens after I've placed my order?
Before placing your order online please check the delivery dates on the right hand side of the page just underneath the add to basket button. This will give you an estimated delivery date for your chosen item(s).
Approximately 30 minutes after you have placed your order via finance, debit or credit card, you will receive an order reference number via email. Until you have received this reference number the Customer Experience team will be unable to see your order. If you do not receive this number after 30 minutes, please contact the customer experience team.
I haven't received my confirmation email. When should I expect this?
Order confirmation usually takes around 15 minutes to arrive in your inbox. Please check your junk folder if not received after this time. If you still haven't received your confirmation email after 1 hour, please contact our customer services team.
Will I receive a tracking link?
You will receive a dispatch email with the tracking link once your order has shipped. Please note that the tracking link may only become active the following morning as shipping sometimes takes place overnight. If your tracking link is not active more than 48 hours after shipping, please contact us.
Can I collect directly from the store?
Limited stock such as parasols and bases can be collected in-store, however, this is subject to availability.
If you're looking for whole sets to take away the very same day, you should head to our Cambridge outlet store.
Can my order be split?
Whether your order can be split, is dependent on the order, we will not split an order if an essential part isn't in stock yet i.e. we will not ship a parasol base if the parasol is not in stock. If you would like an item before the rest we would suggest contacting us and requesting that we split your order.
On regular occasions, we do check to see if orders can be split and if we feel that the order should be split you will receive an email informing you that part of your order has been dispatched. If the set is in stock but the accessories are out of stock we will split your order.
We do state on the tracking section and your order confirmation that we will split your order if needed.
Order delivered
My delivery arrived on a pallet. Do you take it away?
If items are received on pallets we do not arrange collection of them. They can be disposed or they will be accepted by any recycler.
Alternatively, you can upcycle your pallet! Take a look at our blog for our top tips.I have only received part of my order
Some of our couriers may have to split your delivery and send it over the course of a few days. This could be because of limited spacing on the lorry. If you're still waiting for the remaining delivery boxes after 48 hours, please reach out to our customer services team.
I have received my order but the cushions are missing.
Please check under the framework of everything and make sure everything is turned upside down. Often the cushions are pushed right up into the framework, underneath the items to keep them secure.
I have received the wrong item
Please email us at [email protected] with the order number and pictures of the incorrect items.
Can I cancel my order?
Yes, providing it is prior to the items being dispatched from our warehouse, you are able to cancel your order. Please send your cancellation request to [email protected]. Please be aware that a member of our customer service team may contact you to discuss your request.
Once your order has been dispatched, unfortunately, it is too late to cancel.
To submit a cancellation request please email [email protected] with your order number and the reason for your cancellation or send us an email using the submit a request form at the bottom of the page.