Online Order Returns Policy

TERMS & CONDITIONS – Definitions
For the purpose of these Terms and Conditions, the following definitions shall apply:

‘Us’, ‘We’, ‘Our’, Shackletons Garden Centre Limited, hereafter referred to as SGCL ‘You’, ‘Your’, The Customer of Shackletons Garden Centre Ltd, user of ‘The website’, ‘website’

Please read these Terms & Conditions carefully before using this website, which is operated by Shackletons Garden Centre Limited, Clitheroe Road, Chatburn, Lancashire. BB7 4JY (Reg No. 4303803). By accessing our website you consent to being legally bound by these Terms and Conditions. You must be eighteen years old to use this website. If you are under eighteen you may only use this website in conjunction with, and under the supervision of a parent or guardian.

All products offered for sale on this website are shown inclusive of VAT (at the current rate), and are displayed and charged in £GBP. We will always try to ensure that the prices shown on the website are accurate, but in the unlikely event of an error occurring, we will cancel the order and you you will receive notification via email and your payment will be refunded in full back to the original payment method used. We reserve the right to issue a full refund up until the point of delivery and if we are unable to contact you, the order shall be deemed as being cancelled.

When you place an order for a product listed on our website, you are agreeing to purchase it subject to these Terms & Conditions. We will send you an e-mail to confirm that we have received your order, although this does not necessarily mean that we will be able to meet your order and we reserve the right to cancel an order at any time without giving a reason. If the product is not available, we will let you know when we expect to be able to complete your order by e-mail. All new orders are deemed as individual.  For the avoidence of doubt, order acceptance and completion of the contract will take place on the despatch of the products you have ordered.

Payment for goods purchased on the website will be by credit card (MasterCard, Visa Credit) or debit card (Visa Debit, Maestro (Domestic), UK Visa Electron, Maestro, JCB), and will be debited on the day of order by SGCL, although the  To ensure that online shopping is secure your credit/debit card details will be encrypted to minimise the possibility of someone being able to read them as they are sent over the Internet. Your card issuer may also conduct security checks to ensure it is you making the order. All order details and invoices will be sent to the credit/debit card billing address, and NOT to the delivery address, where the named recipient of the order differs.

Delivery & Shipping
You will be notified automatically of any delivery costs that may apply before you submit your credit/debit card details based on the shipping address that you have supplied. Please note that we require a signature upon delivery of your order, and that we cannot deliver to multiple/alternative addresses in the event of you not being able to take delivery at your primary delivery address as stated on the order.

You must check the goods and record on the carriers manifest if there is any damage to packaging failure to record any damage will result in subsequent claims for damaged goods being refused.

Delivery times are dependant on the product ordered as certain products may be shipped directly from our suppliers. We ship on a three-day service for small items, and a 7-10 day service for larger/bulky items where we may have to use a specialised carrier service. Orders for delivery to outlying addresses (certain parts of Scotland, Wales, Devon & Cornwall) may take longer to deliver please contact us PRIOR to placing your order if you wish to know the delivery service we will use for your order. It is Your responsibility to ensure adequate access for the carriers, and the delivery service is kerbside only our carriers are not permitted to assemble product, or to remove packaging or unwanted, or ‘old’ product, ie furniture. Please note also that shipping times are approxiamte and we can in no way be held responsible for delays caused by third parties, such as suppliers or carriers, nor any consequential loss incurred. Please contact us prior to ordering if you require delivery on a particular day.

Free Delivery Service – What you need to know

Delivery of furniture is free to mainland UK addresses (except for AB, DD, FK, IV, KW, KY, PA, PH, PO30-PO41 postcode districts) on orders over £250.  Order values less than £250 will have delivery charged at £9.95.

Orders going to the above postcode districts will have carriage charged at £59.99

Please be advised that the free delivery service we use is a kerbside only pallet delivery and the pallet couriers are not insured to bring the goods onto your property/driveway. The pallet courier will contact you directly to discuss the delivery slot once they receive the goods into their delivery depot and you will receive an email from us to let you know the furniture has been collected from our warehouse by the courier. The courier will then call you to arrange a delivery slot once the goods reach your local delivery depot (typically 2-3 working days after collection from our warehouse). Please keep an eye out for telephone calls from unknown numbers trying to call you after you receive the dispatch email from us as it will likely be the couriers trying to contact you to discuss delivery.

Please be aware that the pallet couriers are a separate company to ourselves and any issues with delivery slots (not being able to take the offered delivery slot or if you’re unavailable on delivery day for any reason) must be discussed with the couriers directly as we are unable to change delivery slots from our end. the pallet courier EFS can be reached on 01282 415454 and they will require your delivery address and delivery consignment number to assist with your delivery which we will provide in the email we send you once the couriers collect the goods from us.

The pallet couriers use a medium sized lorry to deliver furniture so please ensure that there is adequate access for the vehicle to reach your address, the general rule is that if a bin wagon can reach your address then our pallet courier should have no problems delivering to you. If you believe there might be access issues for the couriers to your address then please give us a call on 01200 444488 before placing your order to discuss and we will look into alternative delivery methods that best suit you.

Goods delivered on pallets will usually require light assembly once they arrive and there are instructions and tools provided inside the boxes to carry out assembly. If you are unsure about assembly or unable to assemble the goods for any reason then we recommend to contact us before delivery to explore alternative delivery methods or to contact someone who can assemble the goods competently for you.

White Glove Assembly Service

The White Glove Assembly Service is our optional on-site Assembly service and is charged at £99. This service includes the couriers delivering the goods to your address, assembling the full set of furniture and disposing of any packaging so you can enjoy the furniture straight away without any of the hassle!

Please be aware that selecting the white glove service may alter the delivery time frame as this services depends on where our couriers are heading at any given time. We will always aim to schedule delivery for within 2 weeks of the order being placed, there may be rare occasions where we are unable to meet this deadline but we would always call to let you know if this is the case.

We will contact you directly to organise your delivery slot directly if the white glove service is selected, if you would like to select the white glove service please give us a call on 01200 444488 to discuss as we would need to enter the delivery information manually onto our system and include any delivery notes and instructions for the drivers that you may have.

We usually offer a delivery window of around 4 hours on the day of delivery and our couriers will always call you on the day when they are about half an hour away so you know exactly when your slot will be.

Please ensure their is adequate access for our couriers on the day of delivery and any areas that our couriers will be assembling the furniture in have been fully cleared as this helps our couriers operate a more efficient service for you.

Our couriers are not permitted to move or remove any old furniture sets that you may have as they are only insured to deliver and assemble the furniture purchased through ourselves. If you would like any old furniture removing please consider contacting local charities who will come and collect the furniture for you and the money made also goes towards good causes.


Can I track my order?

We will contact you to keep you updated on the progress of your order via email or telephone but please don’t hesitate to contact our delivery team on 01200 444585 for an update at any time

Can I choose the time of delivery?

Our Pallet delivery couriers only offer full day delivery slots (9am-6pm) unless otherwise specified by us and we typically offer a 4 hour window for our white glove delivery service. With the white glove service we will call you on the day half an hour before we arrive to confirm our exact time of arrival. with the white glove service we will always contact you in advance to organise your delivery slot and we will not show up unannounced without booking in with you first.

How long does delivery take after placing my order?

We aim to deliver all our sets within 10 working days but a member of our delivery team will contact you to let you know the expected delivery date. please be aware that all furniture ordered via the finance method cannot be delivered for 14 days, please call us on 01200 444585 for more information

Do you deliver at weekends?

Our free delivery service does not include weekend deliveries but we are able to upgrade the service for you, please contact us on 01200 444585 and we can retrieve a quote for you.

The white glove courier service is unavailable for weekend deliveries as the couriers only operate Monday-Friday and we are unable to quote for weekend deliveries using this method.

Extra Information

Please be aware that any orders placed using the finance payment method cannot be delivered until 14 days after the purchase is made, if you would like more info please call us on 01200 444488

We are able to ship to the Channel Islands – please contact us on 01200 444488 to discuss.

We cannot be held accountable for any delays with courier companies as they are external to us but we will try our absolute best to rectify any problems that may arise.

If there are any further questions you may have about delivery you can contact our home delivery team on 01200 444585 and a member of the team will be happy to assist you with any enquiries

Refunds / Returns Policy

We only refund outbound carriage in line with Distance Selling Regulations or if the item was incorrectly shipped or was found to be faulty. Please note that return carriage is the responsibility of the customer and we do recommend that you use a traceable method of carriage for your return. Please note we do not advise customers of receipt back into our warehouse. In the case of incorrectly delivered or faulty items return carriage will be refunded but if a priority courier is used then only a reasonable sum will be refunded.

It is necessary for you to contact us in advance of you returning an item. If you decide to return an item then you may return it to us at your own cost, alternatively, we can arrange collection by our own carrier at a cost of £85 per consignment. This is purely to cover the cost of fuel and the drivers time.

Off the Shelf Stock Items– Under the Distance Selling Regulations, if you buy items from our physical stock either online or by phone, your consumer rights entitle you to a full refund. If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the Products. A further 14 days is then allowed for return of the goods. The goods must be returned in its original resalable condition and it is your responsibility to make sure the goods are received by us and any cost of returning the item is covered. Upon receipt of the goods a full inspection will take place to ensure the goods are in a resalable condition. Once these checks have been made a full refund (including original shipping costs), minus any collection costs (where applicable), will be issued by the original payment method. Any goods returned with a diminished value as a result of use may incur a deduction charge from the refund.

If you have ordered from our Stock Items then you have the right to cancel your order at any time prior to delivery. All you need do is advise us by getting in contact with us by emailing

Bespoke items – Bespoke items which has been specifically manufactured to your own choice of colour or combination or size e.g. Sofas, Upholstered furniture etc.  Items where a lead-time is quoted or the terms ‘Bespoke Items’ appear upon the item description or your order are to be considered bespoke (made specifically for you) and are therefore, as far as is permissible by law, excluded from the Distance Selling Regulations.  In respect of these items our usual refund policy does not apply and cannot be returned or exchanged unless faulty

Any order for ‘Bespoke’ items may not be cancelled by you, either before or after delivery. We have no legal obligation to take back these Goods, though we may choose to do so with the incurrence of a 25% restocking fee. This is entirely at Shackletons discretion. Once we acknowledge receipt of your cancellation, you will receive a refund minus applicable charges using the same method as your original payment.

Damaged Items– You must notify us in writing and return the item within 30 days. The item must be returned for a full refund to be given. In the case of a faulty item being received we will reimburse the delivery cost in returning the item to us or we will send our own courier to collect it directly from you.

As many products listed on our site are manufactured from natural products (timber, slate, granite, marble, etc) you must be aware that natural variations and colour and finish must be expected, and are not regarded as faults. These items cannot be returned unless they are faulty, a Goods Returns Number will still be required. We will make the refund directly to the method that was used to place the original order (excluding P&P), and regrettably we are unable to refund to an alternate method. Where we offer a refund for a product that has been ordered and we are then unable to supply, we shall not be liable for any consequential loss that may arise in relation to the order. This does not affect your statutory rights.

Once we receive your returned parcel, we will inspect and process the goods within 24 hours and aim to process a refund as quickly as possible but retain the right to refund up to 30 days following the return of these goods. You will receive an automated email advising of the refund but please note it can take your card issuer a few days to allocate the sum in question back to your account. This time frame is outside our control and dictated by your card issuer.


Returns Address:

Shackletons Home and Garden

Unit 1 Brookside Industrial Estate

Taylor St




Build Service & Free Delivery
We offer Free Delivery & Build Service on selected lines please note that this offer is limited to mainland UK, and certain outlying geographical locations are excluded (eg Scotland past Edinburgh/Glasgow, Cornwall, certain parts of Wales) please contact us prior to ordering if you live in an outlying area and we will be able to confirm whether we are able to offer the free Deliver & Build Service at your address.

General Information
All sizes and dimensions shown on the website are approximate, if you require clarification of any information, please contact us. Unless specifically stated otherwise, certain products may require some simple home assembly. SGCL shall insure ordered products at their full retail value whilst being delivered to you. Please check delivered products on receipt, as we will not cover any subsequent loss or damage.

Because of the nature of the Internet SGCL provides and maintains on an ‘as is’ and ‘as available’ basis, and makes no promise that there will be continued and uninterrupted use of the site. We are not responsible if we are unable to provide our service for any reason beyond our control.

This website may contain links to other websites, which are not under the control of SGCL and are not maintained by SGCL these links may be provided for your convenience and we are not responsible for the content or function of these sites.

Please ensure that you read any instructions, manuals or user documentation supplied with your product SGCL is not involved in the manufacture of products and as such can offer no advice on their usage or operation.

SGCL will not be liable in any amount for failure to perform any obligation under this agreement, if such a failure is caused by the occurrence of any unforeseen event beyond it’s reasonable control including without limitation internet outages, communications outages, fire, flood, act of God, war of civil commotion.

Subject to the aforesaid, to the maximum amount permitted by law, SGCL excludes liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect, or consequential loss, whether or not such arises out of any problem you notify to SGCL and SGCL shall have no liability to pay any money or compensation, including without limitation, all liability in relation to;

  • any incorrect or inaccurate information on the website
  • any interruptions to or delays in updating the website.

any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong. the availability, quality, content or nature of any of the other sites that are on the internet that SGCL link into, which are owned and operated by third parties (external sites) and websites that are located on or through any external site nor for any transactions involving external sites (including as to ‘cookies’, personal data, confidential information, or purchases of domain names or other services). You should contact the site administrator or Webmaster for these sites if you have any concerns regarding such links, web site or transactions.

SGCL may change or withdraw any part of it’s website at any time, or may refuse you access to the website at any time if we consider it necessary, we may also terminate this agreement and immediately remove, cancel, or suspend access to and use of the website upon any breach of these Terms & Conditions whatsoever.