Smartrope

1. How big is a pallet?

A pallet is, most commonly, a flat wooden structure that supports large and/or heavy goods in a stable manor whilst in transport. Goods are generally secured to the pallet with a heavy duty shrink wrap and strapping.

Our Pizza Ovens are delivered in a pallet crate (1.2m³) which creates full protection for the oven.

All other BBQs and Heavy products are delivered using a Euro pallet and the Dimensions are 120cm long and 80cm wide.

2. Can you deliver to other than Mainland UK?

Yes, delivery to Mainland UK is included in the price but we can arrange deliveries further afield. We will usually obtain a couple of quotes for comparison and will pay the first £40.

For deliveries to Northern Ireland, Highlands of Scotland, Isle of Wight and Isle of Man expect to pay a supplement of between £90 and £120.

The supplement for deliveries to France are approximately £150, or so.

It is advisable to call our Customer Services team on 01522 704505 beforehand to discuss your requirements and obtain an accurate quote.

3. How soon can I expect to receive my item?

Mainland UK 3 working days

N Ireland, Highlands of Scotland, Isle of Wight, Isle of Man and France 3-5 working days

4. Will you contact me to arrange a convenient delivery day?

Yes, it is important that you ensure your contact details (email and telephone numbers) and delivery address are correct on the order details you have provided on the order, as it is these details that we will use to contact you.

It is important that you notify us of any potential issues for the delivery driver such as narrow or unadopted roads, restricted access, etc. A delivery vehicle can be as large as a furniture removals lorry however if we are aware of any issues, we may be able to overcome these by using a smaller, 7.5 tonne vehicle, similar in size to a refuge lorry. If the delivery cannot be made, a charge may be levied for a failed delivery.

If you have not heard from us within 24 hours of placing your order, please telephone our Customer Services team on 01522 704505. We cannot dispatch the pallet without pre arrangement.

5. Will you provide a time slot for my delivery?

Regrettably, we are unable to provide you with a time slot. Deliveries are usually made between 9am and 5pm on the scheduled day. We will ask the driver to call you when he is an hour away, however this is not guaranteed and is down to the driver.

6. Do I have to be in for the item to be delivered?

Yes, it is extremely important that you are present to receive your item as you will need to check it for any damage.

It is guaranteed against damage in transit so if there is any sign of damage at all, please record this on the drivers paperwork, making it clear to the driver. In this situation, you must obtain a countersignature from the driver on the copy of the delivery note. When notification of any damage is received at this office, we will then arrange an immediate spare part or replacement.

Any goods marked as "unchecked" will be deemed to have been received in good order. There are some products which cannot be completely checked at the point of delivery and we accept that, however, please notify us within 24hrs of the delivery if you identify damage components after removing the packaging.

If there is no-one available to accept delivery, the goods will be returned to the local distribution centre and an additional re-delivery charge will be incurred.

7. Will the driver remove the packaging?

The driver is not responsible for unpacking the product or removing pallets and/or packaging materials.

8. Can the delivery driver put the item in my garage/garden/shed?

We regret that deliveries are what are known as kerbside deliveries. The driver is not insured to park his vehicle on your drive and may only do so at his own discretion.

He/she will use a hydraulic hand trolley to move your item and place it as close to the final destination as possible. The trolley has small wheels and is unable to operate on soft surfaces such as grass, gravel, cobbles or over steps.

It is important that you have a hard, level surface for a successful delivery. If the delivery cannot be made, a charge may be levied for a failed delivery.

If you are unsure about your drive or delivery point – please call us on 01522 704505 and we can discuss it with you.

9. Is installation included?

No, installation is not included, this is your responsibility.

Ovens weigh between 225kg and 670kg, whilst masonry BBQs can weigh over a tonne. Most ovens are delivered in one piece, unless stated, whilst the BBQs can be in separate parts.

Given the weights involved we would suggest between two and four people will be necessary. Some heavier items have anchor points making them suitable for hoisting (if you are unsure, please call our Customer Services team on 01522 704505). It is possible to hire hoisting equipment but you should check with any hire company that the lifting capacity is appropriate.