Question 1

How much does delivery cost?

Accepted Answer

We offer free delivery to most UK mainland postcodes. For deliveries to Highlands, Channel Islands or Europe please contact us for a shipping quote.

Question 2

How long will my greenhouse take to arrive?

Accepted Answer

Palram Canopia: 3 - 5 Working Days. Access Greenhouses: 7 - 10 Days. Vitavia Greenhouses: 1 - 6 Weeks. Elite Greenhouses: 5 Weeks (Silver Frames), Up to 14 Weeks (Coloured). Janssens Greenhouses: 6 - 16 Weeks. Stali Greenhouses: Within 12 Weeks. Swallow Greenhouses: 8 - 12 Weeks.

Question 3

Do you deliver at weekends?

Accepted Answer

Standard deliveries take place Monday to Friday, 8am - 6pm. Drivers will contact you in advance to confirm the day.

Question 4

Can I track my delivery?

Accepted Answer

Once you have ordered you will receive a confirmation email. Following that we will call you 7 - 10 days before your delivery day to give you a date and time for your delivery.

Question 5

What happens if I'm not home for delivery?

Accepted Answer

In most cases, we can leave your greenhouse behind your house, in your garage or with a neighbour by prior agreement. Where this is not possible, delivery is kerbside only.

Question 6

What is strictly required for the base?

Accepted Answer

Crucial Requirement: If the team arrives and the base is not level, they cannot install. A return visit fee will apply. Material: Concrete pads, paving slabs, or solid timber deck. Level: Ground must be 100% flat. Uneven ground twists frames and shatters glass. Clearance: We need at least 60cm (2ft) clear space around all 4 sides.

Question 7

What is included in the installation service?

Accepted Answer

Our professional service covers complete assembly, glazing, and anchoring to your prepared base. It includes a 12-month workmanship warranty. Note: It does not include base construction or removal of old buildings.

Question 8

How long does installation take?

Accepted Answer

Installation times vary by greenhouse size: Small greenhouses (6x4 to 6x8): A full day. Medium greenhouses (8x10 to 10x12): Full day. Large greenhouses (12ft+ wide): 1-2 days. Our team will confirm the expected duration when booking. Installation times can be affected by bad weather.

Question 9

Do I need to prepare anything before installation?

Accepted Answer

Yes! Please ensure: 1) Your base is complete and level. 2) There's clear access for our team and materials. 3) All packaging has been checked for damage. 4) You or an authorised person is present to check our installation before our installer leaves.

Question 10

Can you build the base for me?

Accepted Answer

We don't offer base construction, but we recommend you use a trusted local contractor. Many customers choose to build their own base. Learn here about building a concrete greenhouse base, or a paving slab greenhouse base yourself.

Question 11

Is glass covered under warranty?

Accepted Answer

Glass is not covered against breakage under manufacturer warranty once delivered. We strongly recommend adding the greenhouse to your home insurance policy immediately to cover storm or accidental damage.

Question 12

What do the warranties cover?

Accepted Answer

Thermowood Timber: Up to 10-year timber guarantee. Aluminium Frames: Typically 12-25 year guarantee (Manufacturer Specific). Polycarbonate: 5 years against yellowing. We clearly state warranty period on every product we sell.

Question 13

How do I make a warranty claim?

Accepted Answer

Contact our customer service team with your order number, photos of the issue, and a description of the problem. We'll assess your claim and arrange replacement parts or repairs as appropriate.

Question 14

How should I maintain my greenhouse?

Accepted Answer

Regular maintenance extends the life of your greenhouse: Clean glass/polycarbonate panels twice yearly. Check and tighten fixings annually. Keep gutters and downpipes clear. Lubricate vents and door hinges. In winter, ensure snow doesn't accumulate on the roof and clear it often.

Question 15

What is your return policy?

Accepted Answer

You can cancel most standard online orders within 14 days of delivery. You do not need to give a reason. After telling us, you normally have another 14 days to return them. You normally pay the direct return cost. We refund the product price and our cheapest standard delivery charge. Our Returns Policy page has full details, including refund timing and inspection guidance.

Question 16

What if my item arrives damaged?

Accepted Answer

Please inspect your order on delivery and report any damage to support@greenhousestores.co.uk within 48 hours wherever possible. Include photos and note visible damage on the driver's paperwork. This does not affect your statutory rights.

Question 17

Can I cancel my order?

Accepted Answer

Yes, you can cancel before dispatch for a full refund, except for made-to-order items. Elite and Swallow greenhouse cancellations incur a 30% restocking fee once production has begun.

Question 18

How long do refunds take?

Accepted Answer

Once we receive and inspect returned items, refunds are processed within 14 days to your original payment method.

Question 19

What if I ordered the wrong size?

Accepted Answer

Contact us as soon as possible if you ordered the wrong size. Before dispatch, we can usually amend your order. After delivery, standard 14-day cancellation terms apply. Goods made to your specification may not have this right. You normally pay the direct return cost. Contact support@greenhousestores.co.uk or 0800 098 8877. See our Returns Policy page for full details.

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