Shipping policy

This Delivery Policy explains how deliveries are arranged and carried out for orders placed with The Instant Hedging Company, a business owned and operated by Harrod Outdoors Limited. By placing an order, you acknowledge and agree to the terms set out in this policy, together with our Terms of Service and Returns & Refunds Policy.

We currently provide free standard pallet delivery across mainland United Kingdom using our approved third-party pallet courier services. Free delivery excludes Northern Ireland, the Republic of Ireland (for the standard service), the Channel Islands, the Isle of Man, the Isle of Wight, the Scottish Islands and any location that falls outside standard pallet-network operational coverage. Where delivery outside the free area is requested, we will happily provide a quotation for a paid delivery service.

Dispatch Times and Delivery Scheduling

Our goal is to deliver all orders within 30 working days from the date the order is placed. This timeframe is intended as an indication rather than a guarantee, as delivery schedules depend on availability, haulage routes, weather, plant-health regulations, capacity in the pallet network, and other operational factors. In periods of high temperature or where import controls vary unexpectedly, delays may occur; we will provide updates wherever possible.

Customers may request a preferred delivery date or week provided that the request is made at least two weeks prior to dispatch. We will always make reasonable efforts to meet the preferred date; however, all delivery dates remain subject to logistics and haulier availability and therefore cannot be guaranteed.

Shortly after your order is placed, we will provide an estimated delivery week. Once haulage is confirmed, typically around one week before the scheduled date, we will advise you of the planned delivery day. On the delivery day, the driver will attempt to call approximately one hour before arrival. As this service is managed by a third-party haulier, these communications cannot be guaranteed.

Kerbside Delivery Service Only

All deliveries are made on a kerbside basis. This means the pallet will be offloaded by tail-lift and placed at the nearest safe point adjacent to the vehicle. Drivers are not permitted to transport pallets through properties, up driveways, onto grass, shingle or soft surfaces, or into gardens. Hardstanding access is required in accordance with standard UK pallet-network operational terms.

Delivery vehicles are typically the size of a large refuse lorry, and it remains the customer’s responsibility to ensure the delivery address is safely accessible for such vehicles. Narrow lanes, steep gradients, restricted parking, locked gates or weight-restricted roads must be clearly disclosed at the time of order. Failure to disclose such information may result in a failed delivery, for which additional charges may apply.

Once the pallet has been offloaded and signed for, delivery is considered complete and responsibility for the goods transfers to the customer.

Receiving or Leaving Goods Without Signature

We strongly recommend that a responsible person is present to receive, inspect and sign for the goods at the point of delivery. If the customer requests that the goods be left unattended, or if the courier leaves the goods in a safe place on customer instruction, the risk of theft, weather exposure or further damage passes entirely to the customer once offloaded.

In accordance with UK consumer law, all customers must inspect goods upon delivery and notify us immediately if there are any visible concerns. If faulty or damaged items are found, please refer to our Returns & Refunds Policy.

Palletisation, Product Handling and Customer Responsibilities

Our hedging units are substantial and heavy, typically measuring approximately 100 cm in length by 40 cm in width and weighing 200 kg or more per unit, supplied in rooted soil troughs taken directly from growing fields. Up to three units may be loaded on a single pallet.

The customer is responsible for ensuring:

• adequate space at the delivery point to place the pallets safely;

• suitable lifting and handling equipment once the pallets are in their possession; and

• appropriate health and safety precautions when transporting or planting the products on site.

We do not accept liability for any injury, damage, or loss suffered after delivery has been completed. Pallets and all associated packaging become the responsibility of the customer upon delivery and must be disposed of appropriately.

Failed Delivery, Redelivery and Additional Charges

If delivery cannot be completed due to access limitations, incorrect address information, customer absence where a signature was required, or any other customer-related reason, redelivery and re-handling charges may apply. Indicative charges include a redelivery fee of approximately £45 and, where a smaller vehicle is required due to access issues not previously disclosed, a surcharge of approximately £40.

Where the customer asks us to hold stock beyond an agreed delivery date, a stock holding fee of 5% of the total order value every 4 weeks will be applied to cover ongoing care and logistical management of the goods.

Risk, Title and Legal Framework

Risk of loss or damage to the goods transfers to the customer when the goods are offloaded at kerbside. Ownership of goods transfers once full payment has cleared. Delivery is carried out in accordance with standard UK road-haulage and pallet-network conditions, including RHA Conditions of Carriage, which apply limits to carrier liability while goods are in transit.

Nothing in this policy affects the statutory rights of consumers under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Click & Collect

Customers may collect their order directly from our nursery by prior arrangement only. Collection days and times must be agreed in advance. Customers must bring a suitably sized vehicle for transport. Our team will assist with loading where safe to do so. Risk passes to the customer at the point of loading onto the collector’s vehicle.

Events Beyond Our Control

We do not accept liability for delays or failures in delivery caused by circumstances outside our reasonable control, including but not limited to severe weather, road closures, labour shortages, transportation network disruption, government restrictions or plant-health regulatory delays. In any such situation, we will reschedule the delivery for the earliest available date without penalty.

Contact Us

If you have any questions about these Terms, please contact us.