Your order will arrive on a wooden pallet as a kerbside service, carried out through our 3rd-party haulage partner.
This is a weekday 8am - 5pm service. Disposal of all waste and moving the goods is your responsibility.
Upon receiving your order, Thomas will be in touch to schedule a date that suits you.
As a head's up, delivery takes 2 - 3 working days > and we like to ask for up to 5 days to prepare your order around busy periods.
In special cases we are able to prioritise your order and in most cases we see a 5 day turnaround from order > delivery. Contact Thomas right away if an order is urgent 01981 343222 or sales@tomsyard.co.uk.
The contact name and phone number from your order will be used as your nominated point of contact. Please ensure these details are correct and that the individual answers their phone.
Day of Delivery & Signing for Goods
If you have not received communication from the haulage firm with a 2hr delivery window, please get in touch and we will chase the matter sharpish. Their office opens from 8am.
Upon delivery, please ensure you check your order for any damages before the driver leaves.
Even if they are in a bit of a rush, you must insist. This said, we try to make your life easy by using clear film. Bottom-line though, a smashed pot is rather obvious and cracks due to mishandling are also quickly apparent. In most cases, it won't take you just a few brief minutes to unpack an order.
Once the goods have been signed for, Tom's Yard and our third-party haulage partner are unable to accept any liability for damages.
This bit is very important. By signing for the goods, you formally accept and acknowledge their condition. Should damages be reported after the goods have been accepted, due to very complicated prior experiences, we are unable issue refunds nor issue replacements free of charge.
Goods will not be left on-site where no-one is there to accept delivery unless written or verbal consent has been given to Thomas, or directly to the haulage firm.
Under the circumstances, it is recommended that you are present for delivery. Although breakages are very rare (less than 1 in 100), we try to do everything we can to avoid the complications that may come with them.
Delays & Re-Delivery
With regards to delays, please be aware that Tom's Yard cannot be held accountable should your order not arrive within your provisional timeslot. We understand that delays can be awfully inconvenient and at times very frustrating, but drivers are often late due to road conditions, hold-up's at previous jobs etc... and really do try their best.
Should a driver be unable to deliver due to blocked road access, re-delivery will incur additional charges that Tom’s Yard must pass on to you, at cost. These are often around £40 inc VAT. As a small business, we are not in a position to absorb additional shipping costs, particularly as we already take on a portion of these.
Do note, it is at a drivers discretion if they are unable to access your property due to blocked road access. Although you may have an alternative route that they or their SatNav may not be aware of, should this put them off schedule by more than 15 minutes, they will need to move on.
Cancellation Policy
For orders cancelled once they have left the Tom’s Yard premises (Ash Farm, Much Birch, HR2 8HP); we are not in a position to to refund delivery charges as we will still be billed for collection. As we charge delivery below cost price, your order will be refunded in full less a £75 average shipping fee.
For orders cancelled once they have been prepared however before they have left Tom’s Yard; these are subject to a 10% re-stocking fee. This is not charged just for the sake of doing so as in some cases an order can take around an hour to prepare. This re-stocking fee accounts for time & packaging used in the process that cannot be used again and now be responsibly disposed of.
