At OUTSUNNY Sales Shop, we’re committed to making your garden transformation as smooth as possible. Whether you’re creating an outdoor dining area with our bistro sets or adding character with garden arches, we want you to be completely satisfied with your purchase.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to bring quality garden products to your doorstep:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to parts of Asia and some remote regions.

Returns & Exchanges

We want you to love your garden furniture and outdoor products as much as we do. If you’re not completely satisfied, our straightforward returns process makes it easy to request a refund or exchange.

Our Returns Policy

You may return most items within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in its original condition
  • All original packaging and tags must be intact
  • You must provide proof of purchase

Important Exception: For hygiene reasons, we cannot accept returns on garden hand tools and compost bins unless they are faulty or damaged upon arrival.

How to Initiate a Return or Exchange

Step 1: Contact Us

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return/exchange
  • The reason for return
  • Whether you prefer a refund or exchange

Here’s a template you can use:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear OUTSUNNY Customer Service,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item(s) to return: [Product Name(s) and Quantity]

Reason for return: [Please specify]

I would prefer: [Refund/Exchange for (specify product if exchanging)]

Thank you,

[Your Full Name]

Step 2: Receive Return Instructions

Within 2 business days, we’ll email you with:

  • Return authorization number
  • Shipping instructions
  • Return address (based on your location)

Step 3: Package and Ship Your Return

Please repackage the item(s) securely in the original packaging with all accessories and documentation. For UK returns, affix the return label we provide. International customers should follow the specific shipping instructions provided.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method
  • Exchanges: Replacement item shipped within 3 business days of receiving your return

Refund Information

Refunds will be issued to your original payment method (Visa, Mastercard, JCB, or PayPal). Please allow:

  • Credit/Debit Cards: 5-10 business days for the refund to appear on your statement
  • PayPal: 3-5 business days for the refund to process

Note: Original shipping fees are non-refundable unless the return is due to our error or a defective product.

Damaged or Faulty Items

If your BBQ shelter, garden building, or other item arrives damaged or faulty:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange a replacement or refund
  3. In most cases, we’ll cover return shipping costs for faulty items

International Returns

For customers outside the UK:

  • You are responsible for return shipping costs unless the item is faulty
  • Please declare the package as “Returned Goods” to avoid customs charges
  • We recommend using a trackable shipping service

Need Help?

Our friendly customer service team is happy to assist with any questions about shipping, returns, or exchanges. Contact us at [email protected] or call +44 (0)24 7655 1234 (Monday-Friday, 9am-5pm GMT).

We appreciate your trust in OUTSUNNY for all your garden transformation needs, from practical compost bins to beautiful garden arches. Happy gardening!