DELIVERY & SITE REQUIREMENTS

Delivery & Site Requirements

A pergola is not a parcel. Yours arrives on a truck-mounted crane and is placed directly onto your prepared site — which means a little preparation from you beforehand.

How your pergola arrives

We deliver using a HIAB truck-mounted crane or a Moffett truck-mounted forklift, which allows the structure to be landed directly where it is going rather than left at the kerb. It is a considerably better service than a pallet drop, and it depends on the site being ready.

Crane or HIAB placement is priced at quotation stage. Unless your written quotation expressly includes it, it is an additional cost, and we will confirm the figure with you before you are committed to the order. The delivery company may also contact you directly to agree a date and check access.

What we need from you

A level, prepared site. Adequate hardstanding, level, and clear of obstructions before the vehicle arrives.
Accurate access details. Gates, narrow paths, steps, and anything overhead — cables, balconies, soffits. Tell us in advance.
Somebody on site. You or an authorised representative must be present for the safety check and to verify the landing zone.

Why we ask. A crane lift cannot be improvised on the day. If the vehicle arrives and the site is not ready, the lift cannot proceed, and we may recover our reasonable actual costs for the failed delivery and for storing your structure until we can return. We will tell you what those costs are, and evidence them, before we invoice you. You are not charged where the failure was caused by us, by the manufacturer or by the carrier. Every one of these is avoidable with an accurate description of access up front.

On the day

Check the structure as it is landed. Any visible transit or lifting damage should be reported within 48 hours of drop-off so we can resolve it quickly.

Changing or cancelling before manufacture

We give you a voluntary 24-hour amendment or cancellation window beginning with our written order confirmation. We do not release the manufacturing order during that window. If you cancel in time, we refund the sums paid promptly, except for any evidenced, non-refundable payment-processing cost retained by our payment provider where that condition was disclosed before purchase. Once the 24-hour window has passed, manufacture may begin and the made-to-specification exemption to the statutory 14-day cancellation right applies. Your statutory remedies if the goods are faulty, misdescribed or delivered late are unaffected.

Payment

Pergola orders are taken on a 75% initial stage payment when we accept your bespoke order, with the remaining 25% balance payable when your delivery is scheduled — so you have a confirmed date before the final payment is requested. Once the voluntary 24-hour window has passed, the first payment commits your bespoke manufacture and the supply, shipping and import arrangements that go with it.