DELIVERY & Returns

There is a £6.95 minimum delivery charge on all orders to UK mainland addresses (Remote areas will incur higher fees). We offer a variety of delivery choices based on the size of the order which includes premium tracked delivery, same-day dispatch and 2-man courier delivery for larger items. We aim to dispatch your product on the same day if your order comes in before Noon (based on usual general procedures, subject to change during peak and busy periods). Note, same day dispatch is not guaranteed on complete playgrounds; for these items, we will contact you separately to arrange a booking slot prior to delivery. Courier delivery: to UK mainland addresses. The average delivery time is 48 hours from dispatch. All courier time scales are not guaranteed but are fully tracked so you can see the status of your order at any moment from dispatch.

The different delivery options below based on the size of the items in your order are:

• Tracked delivery within 24 hours of dispatch*: For small, one-box items, so you have full visibility of when to expect your parcel from our selected couriers.
• Standard tracked delivery: For large items - Dispatched within 24 hours on a 2-day tracked service
• Palletised tracked delivery: For complete playgrounds and other large items. These orders usually arrive within 1-3 days of dispatch and vary by location. For these items, the courier will contact you to arrange a booking slot prior to delivery.

Please note that orders placed over the weekend, between midday Friday and midnight Sunday, will be dispatched on the following Monday (excluding Bank Holidays). Please note that the dates and time slots available are subject to the courier's availability. *Dispatch times do not start from the time of purchase, but start from when the carrier has the package. Whilst the stated dispatch times are not guaranteed they are accurate in most cases. Some very small items such as spare parts will be sent by Royal Mail, for which we are unable to provide tracking.

Remote Area 1

Northern Ireland: BT - Sorry, we are Currently unable to ship to Northern Ireland

Remote Area 2

Scottish Highlands:

AB
DD 8-11
IV
KW 1-14
PA 21-40
PH 17-41, 49-50

Scottish Offshore:

HS
IV40
KA 27-28
KW 15-17
PA 20, 41-80
PH 42-44
ZE

Isle of Wight: PO 30-41

Channel Islands: GY, JE

Scilly Isles: TR 21-25

Isle of Man: IM

HOW LONG WILL MY DELIVERY TAKE?

The carrier will aim to deliver within 48 hours from dispatch for UK mainland addresses (excluding remote areas) when placing your order Sunday-Thursday (before midday Thursday). This is not a guaranteed delivery window, but is accurate in most cases. Tracking information can be provided for most items; this will be sent to you by email along with your order confirmation.

DO YOU DELIVER ABROAD?

We are able to ship selected products abroad, but we would expect you to cover the costs of delivery. Unfortunately, we are currently unable to ship products overseas when purchased via our website. To obtain a delivery quote, please contact us.

HOW WILL MY ITEM BE DELIVERED?

Smaller items will be delivered by our parcel carrier. If you are not in, you will be carded for collection at your local post office. Larger items are delivered by a tracked 48-hour service. Due to the size, these items will be returned to the depot if you're not able to take delivery. Our very largest products (complete playgrounds) will be palletised and require booking in on a specific date for delivery. You will be contacted in advance to arrange the delivery; please ensure that you are able to receive the delivery on that day. A small number of our spare parts are sent by Royal Mail. Unfortunately, we are unable to provide tracking details for these items.

WHAT SHOULD I LOOK OUT FOR?

Many of our larger items are delivered in several parts, this is because of the sizes and weights of the products. Your order may include parts such as: Wood packs: These are the packs that make up the wooden parts of your toy. They are constructed and packaged very carefully so that no parts should fall out. Hardware box: The hardware box contains the nuts, bolts and screws necessary to build your toy. It may also contain accessories such as swing seats and climbing ropes. On most items, the hardware box also contains the all-important assembly instructions! On some of our smaller playcentres the hardware may be contained inside the wood pack. Slide: If your toy has one, this will arrive as a separate component. Where your item is expected to be delivered in parts, we will let you know on your delivery tracking exactly how many packages to look out for. Usually, all parts of your order should arrive in one delivery. However, occasionally couriers may deliver in split deliveries, so we ask you to kindly wait two working days before contacting us about your order.

THERE IS A PROBLEM WITH MY DELIVERY. WHAT SHOULD I DO?

If you believe that something is missing or damaged from your delivery, please raise a support ticket here: https://plumproducts.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001344719.

RETURNS

CANCELLATION

Under the Consumer Contracts Regulations 2013 you have the legal right to cancel your order within 14 days of receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract.

1. All cancellations must receive notification via Telephone or support ticket. The fastest way to cancel your contract is by raising a support ticket here: https://plumproducts.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001352319.
2. A Returns Authorisation Number (RAN) will be provided to you at the point of confirmation of the cancellation or return, this is required for any refund to be processed.
3. After 14 days, we will not be able to offer a full customer refund or exchange unless the product is faulty and within the stated warranty period. After 14 days, A reason for return is required, we have the right to reject the requests if the return reason is unsatisfactory.
4. We require a receipt or proof of purchase for any return to be processed.
5. If you have received the goods before you cancel your contract then you must send the goods back to our address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received.
6. You must send the goods back to us at our contact address (see below) at your own cost and your risk as soon as possible. We recommend that any goods returned to us are sent on a tracked service and that you insure the return.
7. A collection service can be provided on your behalf at an additional cost, please contact us for a quotation. Returns and collections charges vary depending according to the size of the product and your geographical location. This is determined by the selected courier company.
8. The collection costs and service will be deducted from your total refund.
9. The collections we provide are an all-day service and we will be unable to provide a specific time of pickup.
10. We recommend keeping all documents and keeping a visual record (photograph or video) of any products returned to the company.
11. Please ensure you contact us before instigating the cancellation/returns process, as we may not be able to process your return if the correct procedure is not followed.
12. Please keep all documents provided by the chosen courier for reference throughout the process.
13. The product is contractually yours until we confirm receipt of the goods.
14. We will inspect the item on its return. Once inspected, if the returned product is found damaged, used or not in its original package without prior agreement of condition we may deduct an amount from your refund based on the contracted price to recover the diminished value.
15. We will then notify you with confirmation of the return and of the approval or rejection of your refund with the fees and charges incurred.
16. If/when the return is accepted, the refund will be processed within 10 working days on the original method of payment, it may take an additional 3-5 working days to be seen on your balance, this varies on your payment provider. Please contact your bank/credit card at this point if the refund has not been received.
17. If the bank cannot provide information on the refund after this time then please contact us.
18. All refunds are based upon the product sale value, this does not include original shipping costs.

Failed collections

All product returns must be boxed appropriately, items not boxed will be rejected and the customer is liable for the costs of the failed collection for this reason. We will require confirmation from you that this has been actioned before continuing the process. We recommend that you keep the original boxes and packaging for this process.

Failed Deliveries

If you (the customer) refuse a delivery or miss the delivery attempts and the order is returned to our depots marked as ‘undelivered’. A re-delivery can be attempted at the cost to the customer. Our Large product delivery service will not deliver unless contact is made with the customer, they will not deliver to an unoccupied delivery address.

Change of delivery address

Once an order is placed, we are not able to change the delivery address on the order. If the delivery address is incorrect this will require cancelation

Exchanges

We only replace items that have arrived damaged or defective, if an exchange of the same item is required please submit a ticket here: https://plumproducts.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001352999

Shipping

Please return your product to Returns Department, Plum Products, The Cliff, Middle Street, Ingham, Lincolnshire, LN1 2YQ Ensure that the parcel is marked clearly with your provided Returns Authorisation Number (RAN) Returns marked without their RAN will be instantly rejected and further evidence will be required from the customer to process the return. We recommend using our service or a tracked/recorded option for this reason, please keep all documents and evidence of return (videos or photographs) in relation to the return until the process is complete.