Delivery Information

To provide the fastest and most convenient service to our customers across the UK we use specific trusted courier partners to deliver your Field & Hawken order to you. The courier partner service used normally depends upon the size and weight of the item ordered.

Where multiple items are ordered we will select the most efficient service for the order. Wherever possible we will minimize the number of deliveries to you by consolidating items as few deliveries as possible. For example, if you ordered a teak garden set with cushions, we will aim to send all items together on a single palletised service for you rather than use both a Palletforce and the DPD service. For all orders over £30 Field & Hawken provides standard delivery to UK mainland destinations at no additional cost.

The standard delivery service for each courier partner is outlined below along with any upgrade options that will normally be available.

Please read through the information below prior to ordering and if you have any questions please initially check our FAQ section to see if that answers your question. If it does not, or you have any specific requirements, then please do not hesitate to call, or email our customer support team who will be happy to assist.

 

 

DPD Deliveries – Small to Medium Sized Items

Standard Items included in DPD Service
All cushions, Parasols up to 2.5m, Packs of 2 folding chairs, Small Accessories

Standard Order to Delivery Times
Deliveries expect to be made within 2-4 working days from receipt of order (UK mainland)
Standard deliveries are made 9am to 6pm, Monday to Friday (excluding bank holidays)
All orders are despatched the following working day from day of order received.

All orders are sent on a next working day delivery service to UK Mainland (England, Wales & Scotland excluding Scottish Highlands & Islands)

Orders to Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isles of Scilly are sent on a 2 working day delivery service and a subject to an upgrade charge.

Please select the correct service at time of order. If the correct delivery option is not chosen for the delivery location, then the customer service team will contact you, and your order will be held until resolved.

Orders to European countries are subject an upgrade charge and the following expected delivery service times to the supported Countries. Please select the correct service at time of order. If the correct delivery option is not chosen for the delivery location, then the customer service team will contact you, and your order will be held until resolved.

Belgium, France, Germany, Luxembourg and Netherlands, 4-5 working days. Italy and Spain, 5-6 working days

 

Delivery Address Changes or Special Instructions – Pre Despatch

If you wish to change your delivery address, delay despatch or provide any special or useful instructions not included with your original order please email this to support@fieldandhawken.co.uk. We will make every effort to implement the changes requested and include additional instructions, however this information must be received before the order has been prepared for despatch. Any changes requested after despatch preparation will need to be made directly with DPD and some information is best provided directly to DPD by the recipient as well.

 

Delivery Information & Notifications

Field & Hawken will send you a despatch confirmation email when your order has left our warehouse. All further communications regarding your delivery will come from DPD.

We recommended downloading the DPD App where possible to provide the greatest level of information and functionality from the DPD service.

DPD will provide you on the morning of your delivery with a one-hour time slot for your delivery. Please check your emails and text (where mobile number has been provided) for this notification.

If you need to add any special instructions or change a delivery address after despatch, you can request this via your confirmation email from DPD or the App. If there are any other queries or questions, please contact DPD directly on 08450702477 and have your Tracking ID (Consignment Number) to hand. This is normally a 10-digit number.

If you are not satisfied with the response received from DPD then please contact the Field & Hawken customer service team for assistance.

 

 

APC – Medium Size Items

Items included in APC Service Unassembled benches, parasols over 2.5m, single folding chairs, medium sized accessories.

 

Standard Order to Delivery Times

Medium sized accessories and parasols over 2.5m: Deliveries expect to be made within 2-4 working days from order receipt (UK mainland). Single Folding Chairs and Benches (unassembled): Deliveries will expect to be made within 3-5 working days from order receipt (UK mainland). Engraved Benches (unassembled): Deliveries will expect to be made within 7-10 working days from order receipt (UK mainland).

Standard deliveries are made 9am to 6pm, Monday to Friday (excluding bank holidays)

All orders are sent on a next working day delivery service to UK Mainland (England, Wales & Scotland excluding Scottish Highlands & Islands)

Orders to Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isles of Scilly are sent on a 2 working day delivery service.

Unfortunately, we are unable to use Tuffnells to despatch orders to European countries

 

 

Delivery Address Changes or Special Instructions – Pre Despatch

If you wish to change your delivery address, delay despatch or provide any special or useful instructions not included with your original order please email this to support@fieldandhawken.co.uk. We will make every effort to implement the changes requested and include additional instructions, however this information
must be received before the order has been prepared for despatch. Any changes requested after despatch preparation will need to be made directly with Tuffnells and some information is best provided directly to Tuffnells by the recipient as well.

 

Delivery Information & Notifications

Field & Hawken will send you a despatch confirmation email when your order has left our warehouse. All further communications regarding your delivery will come from APC

APC will send you an email with a tracking link the day before delivery is due to be made. This will enable you to track when the driver is out to deliver your item and provide an ETA. Please check your emails for this notification. Please note that the tracking service for your delivery may not activate until the delivery driver for your route has completed their first delivery on that day.

 

If you need to add any special instructions or change a delivery address after despatch, you can request this via your confirmation email from APC or contacting APC.

If there are any other queries or questions, please contact APC directly and have your Tracking ID (Consignment Number) to hand. This is normally a 4-digit number beginning with the letters FW.

If you are not satisfied with the response received from APC then please contact the Field & Hawken customer service team for assistance.

 

 

APC – Medium Size Items

Items included in APC Service

Unassembled benches, parasols over 2.5m, packs of 2 folding chairs, single folding chairs, medium sized accessories.

Standard Order to Delivery Times

Standard items: Deliveries expect to be made within 2-3 working days from order receipt (UK mainland).

Engraved Benches (unassembled): Deliveries will expect to be made within 7-10 working days from order receipt (UK mainland).

Standard deliveries are made 9am to 6pm, Monday to Friday (excluding bank holidays)

All orders are sent on a next working day delivery service to UK Mainland (England, Wales & Scotland excluding Scottish Highlands & Islands)

Orders to Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isles of Scilly are sent on a 2 working day delivery service.

Unfortunately, we are unable to use Tuffnells to despatch orders to European countries

 

APC Service Upgrade Options available when placing an Order

Orders to Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isles of Scilly are sent on a 2 working day delivery service and a subject to an upgrade charge. Please select the correct service at time of order. If the correct delivery option is not chosen for the delivery location, then the customer service team will contact you and your order will be held until resolved.

Delivery Address Changes or Special Instructions – Pre Despatch

If you wish to change your delivery address, delay despatch or provide any special or useful instructions not included with your original order please email this to
support@fieldandhawken.co.uk. We will make every effort to implement the changes requested and include additional instructions, however this information must be received before the order has been prepared for despatch. Any changes requested after despatch preparation will need to be made directly with Tuffnells and some information is best provided directly to Tuffnells by the recipient as well.

 

Delivery Information & Notifications

Field & Hawken will send you a despatch confirmation email when your order has left our warehouse. All further communications regarding your delivery will come from APC. APC will send you an email with a tracking link the day before delivery is due to be made. This will enable you to track when the driver is out to deliver your item and provide an ETA. Please check your emails for this notification.

Please note that the tracking service for your delivery may not activate until the delivery driver for your route has completed their first delivery on that day. If you need to add any special instructions or change a delivery address after despatch, you can request this via your confirmation email from APC or contacting APC. If there are any other queries or questions, please contact APC directly.

If you are not satisfied with the response received from APC then please contact the Field & Hawken customer service team for assistance.

 

 

UPN PALLET SERVICE– Large or Heavy Items

Items included in UPN Service
Most indoor and outdoor furniture items including:
Outdoor – Small to medium teak outdoor garden tables (smaller than 1.9m extending tables) and teak outdoor garden sets for less than 8 people. Fixed chairs and assembled benches and Large Commercial Parasols (over 3m).  Indoor – Fixed Chairs, live edge benches, all reclaimed teak dining tables under 1.5m, all reclaimed teak dining sets for 4 or less people and all medium to large reclaimed teak furniture (non-dining).

All Teak root coffee tables and teak root dining tables under 1.5m Medium to large home accessories or those that are fragile

Standard Order to Delivery Times

Deliveries will expect to be made within the following timescales from date of order receipt (UK mainland):

7-10 days for standard items: teak garden furniture and sets, reclaimed teak furniture, fixed chairs, benches (non-personalised), medium to large home accessories.

7-10 days: Benches with wood engraving personalisation, teak root coffee tables and teak root dining tables under 1.5m.

15 – 20 working days: Benches with engraved plaque personalization

A book-in service is provided as standard which means that our courier partner will contact you to arrange a convenient day for delivery directly with you. A delivery will not be attempted until a delivery has been booked with you. A phone number upon which to contact you must be provided with your order to enable your order to be booked in. Any delay due to inability to make contact via the number provided will result in a delay in delivery timescales.

Standard deliveries are made 9am to 6pm, Monday to Friday (excluding bank holidays)

Typical delivery from book-in confirmation will be 3-4 working days.

Standard pallet service is to kerbside only. The driver is not permitted to assist with the unloading of the item(s) other than to a location easily accessible using a hand pallet truck. For example, it may not be possible to access gravel driveways using the hand truck and therefore the delivery will be made to start of a driveway. It is the customers responsibility to remove the item(s) from the pallet and transport them to their required location at the property. If assistance is required with this then please select a 2-person option when ordering or contact the Field & Hawken customer service team. The driver is not obliged to remove the pallet that is used for the delivery and this will be left for the customer to re-use or dispose of.

 

Deliveries will be made on a large lorry, typically an 18 ton with curtain sides and tail lift, (which is about the same size as a normal bin lorry). Please ensure that any limitations or restrictions in accessing your location are provided at time of order, or within 24 hours of an order being placed. Failed deliveries because of access limitations may be charged. If a smaller vehicle is required for your delivery this will be charged as a 2-person service. It is the customer responsibility to measure the location where the item is going to ensure that there is sufficient access for the item to fit into the required location.

Please make sure that the item will fit into the room and also make sure doorways and hallways on the way are wide enough for it to pass. Product dimension information is provided within the website to assist with identifying the access required. If any additional information is required prior to despatch then please contact the customer service team.

• Delivery Address Changes or Special Instructions – Pre Despatch

If you wish to change your delivery address, delay despatch or provide any special or useful instructions not included with your original order please email this to support@fieldandhawken.co.uk. We will make every effort to implement the changes requested and include additional instructions, however this information must be received before the order has been prepared for despatch. Any changes requested after despatch preparation will need to be made directly with Palletforce and some information is best provided directly to Palletforce by the recipient as well.

 

Delivery Information & Notifications

Field & Hawken will send you a despatch confirmation email when your order has left our warehouse. All further communications regarding your delivery will come from Palletforce.

Palletforce will typically make first attempt at contact to book in the delivery of your order within 24 hours of despatch from our warehouse. If you need to add any special instructions or change a delivery address after despatch from our warehouse, you can request this directly with Palletforce when booking in. Please note that Palletforce may wish to verify some changes with Field & Hawken before proceeding. Any changes that are an upgrade in service and incur an additional cost (E.g., Saturday delivery, AM or PM slot, or 2-person service) will be forwarded to Field & Hawken before proceeding with booking so that payment can be made. Once a delivery has been booked in if you have any further questions or need to make any changes then please contact the Field & Hawken customer service team to assist you.

 

2 Person Service – Very Large and Very Heavy Items

To support our customers with the delivery of large and heavy items Field & Hawken provide as standard a 2-person delivery service for some of our biggest items. Delivery will be made to a ground floor room of your choice and placed in position for you. Field & Hawken will typically use our partnership with Anyvan business to complete 2-person service requests, however other services may be utilized on a case-by-case basis. All services will provide a professional service for large item deliveries and are a third-party operation to Field & Hawken.

 

Items included in 2 Person Service

A 2-person ground floor service is included as standard with the following items which are large and/or very heavy. A 2-person service is available in most UK mainland (excluding Scottish Highlands) locations but is subject to confirmation:

Outdoor Range: all extending outdoor tables over 1.9m (not extended size) and all outdoor dining sets for 8 or more people

Indoor Range: all live edge tables and live edge sets, all teak root dining tables
1.5m and bigger and all teak root dining sets. All reclaimed teak dining tables
1.5m and bigger, all reclaimed teak dining sets over 4 people and all large reclaimed teak furniture.

 

Current Standard Order to Delivery Times

Deliveries will expect to be made within the following timescales from date of order receipt (UK mainland only, excluding Scottish Highlands):

7-10 days: all extending outdoor tables over 1.9m and all outdoor dining sets for 8 or more people. All reclaimed teak dining sets and large reclaimed teak furniture

15-20 working days: all live edge table and set deliveries, all teak root tables over 1.5m and all teak root dining sets.

Standard deliveries are made 9am to 6pm, Monday to Friday (excluding bank holidays)

The team will bring the item into a ground floor room of choice and will assemble if necessary.

For deliveries to non-UK mainland locations, including Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isles of Scilly and Europe please contact support@fieldandhawken.co.uk so that we can see how we can support you.

A book-in service is provided as standard which means that Field & Hawken will contact you to arrange a convenient day for delivery directly with you. A delivery will not be attempted until a delivery has been booked with you. A phone number upon which to contact you must be provided with your order to enable your order to be booked in. Any delay due to inability to make contact via the number provided will result in a delay in delivery timescales.

Deliveries will typically be made in a long wheelbase vehicle. Please ensure that any limitations or restrictions in accessing your location with this size of vehicle are provided at time of order, or within 24 hours of an order being placed.

It is the customer responsibility to ensure that there is sufficient access inside and outside of the property to successfully deliver the item ordered. Please make sure that the item will fit into the room and make sure doorways and hallways on the way are wide enough for it to pass. There should be available parking immediately outside the property, without risk of highway code violation, or space provided on the driveway of the property.

Please ensure that you have accurately measured all doors, turns and access routes for the furniture so that it can be successfully delivered into your garden or home. Product dimension information is provided within the website to assist with identifying the access required.

It is recommended that there is a minimum of 76cm width of clear access for supporting a successful delivery. If any additional information is required prior to despatch or you are concerned about access affecting delivery, then please contact the customer service team. The delivery teams will make all reasonable efforts to ensure that the delivery is
completed, and without damage to the item or property. If there is restricted or tight access and accidental damage occurs to the property or item ordered during the delivery process this is the responsibility of the customer to rectify this. Field & Hawken accepts no liability. If access is not possible on day of delivery the delivery and the delivery is not completed, then redelivery will be chargeable. If access if not possible on the day of delivery and as a result the order is cancelled, then the customer will be charged for the attempted delivery at a 2-person delivery rate.

 

2 Person Delivery Service Upgrade Options available when placing an Order

• There are no upgrade options to the 2 Person delivery service.

 

Delivery Address Changes or Special Instructions – Pre Despatch

If you wish to change your delivery address, delay despatch or provide any special or useful instructions not included with your original order please email this to support@fieldandhawken.co.uk. We will make every effort to implement the changes requested and include additional instructions, however this information must be received before the order has been prepared for despatch to avoid risk of any incremental charges.

 

Delivery Information & Notifications

Field & Hawken will send you a despatch confirmation email when your order has left our warehouse. If you need to add any special instructions or change a delivery address after
despatch from our warehouse, then please contact Field & Hawken as quickly as possible.

Field & Hawken will provide the customer with an ETA window on the morning of delivery. The 2-person delivery team will contact the customer around one hour prior to expected arrival.

No pallet will be left with the customer unless requested.

 

 

Returns Information

We hope that you love the items(s) that you’ve received from Field & Hawken but if for any reason you need to return an item then please find the information that you need below.

Damaged Items or Wrong Item Sent

Field & Hawken is committed to providing quality products from reliable manufacturers and this is monitored through Quality Control processes. However, accidents and errors do happen that cause damage to our products. In the unusual instance that you are affected by this then Field & Hawken will replace your product at no charge. Field & Hawken ask that you check all products upon delivery and before signing the delivery note for acceptance of the item. Any issues or damage should be marked on the delivery note and Field & Hawken should be notified immediately to enable any issues to be dealt with. Field & Hawken cannot be liable for any subsequent damage once goods have been signed for and accepted by a customer. Please contact us via support@fieldandhawken.co.uk or 0118 942 2248.

Our team will ask you to provide images of any issues to help understand the issue better and identify where a problem may have occurred in our supply chain so please try to take these for us.

 

Item is not Quite Right, it does not Fit, or Change of Mind

If upon receipt of your item it is not damaged, but you decide that the item does not  fit, or it is not quite right for you and you wish to return it then please contact Field & Hawken to arrange a collection within 14 days of the delivery of the item. We will provide a full refund on your order less a returns charge (details below). The refund will be applied back to the original payment method no more than 10 working days after the items have been returned and checked by our team. Items must be returned in a saleable condition. Unfortunately, we will be unable to provide refund if the returned item is damaged, used or in an unsaleable condition upon arrival at our warehouse.

 

Returns Charges

Field & Hawken do not place an incremental charge on deliveries on orders above £30 that delivered within the whole of the UK mainland so that our customers do not get surprises at checkout. To help maintain this benefit for all our customers, when a return is requested for non-product fault reasons, we apply a proportional returns charge. The returns charge will be deducted from the refund of your order depending upon the item ordered.

The returns charge for small-medium items sent via DPD, E.g., cushions, folding chairs, and parasols, is £7 per box depending upon service chosen. Items must be returned in their original packaging and protective plastic wrapping and meet the collection requirements of the courier being used. The return charge for items that need to be sent using the APC service is £10
per box.

The returns charge for large items, E.g., items delivered on a pallet such as fixed chairs, tables or garden sets is charged at £45 per pallet. Items must be returned on a pallet. The pallet should be in a location that is accessible and moveable to the roadside using a small pallet hand truck.

 

DPD – Small to Medium Sized Items

Items included in DPD Return Service

All cushions, Parasols up to 2.5m, Packs of 2 folding chairs, Small Accessories

 

Return Steps

1. Contact us if want to return – support@fieldandhawken.co.uk
   Select your return option:
   a) We recommend allowing Field & Hawken to assist you with the return:
   We will book in a parcel shop return and send the label to you. A parcel shop return charge is £7, which will be deducted when processing the refund.
   If you cannot make it to a parcel shop, we can organise a courier collection from your home. A home collection return charge is £8, which will be deducted when processing the refund.
   b) You can use a service of your own choosing and return the item to us. The cost of this will be met by the customer and responsibility for its arrival at our warehouse is that of the customer. If you choose to return the item yourself, please let us know the service that you have used and any tracking details so that our warehouse can quickly check and verify its arrival.
   3. Package up your return. Items must be returned in their original packaging and protective plastic wrapping and meet the collection requirements of the courier being used. For DPD, all items must be placed in a suitable size box (we recommend using the one that your item arrived in as this is within their accepted parameters).
   Additional charges may apply, or collection may not be possible for items not in a box or in the wrong size box.
   4. If a home collection is arranged via Field & Hawken then this will be scheduled on a mutually agreed date. Please ensure that you are home on the day of the scheduled collection. You will receive a 1-hour window of collection from DPD in the morning of agreed day of collection.
   5. Once returned to our warehouse we will process your refund to the original payment method within 10 working days of receipt, and we will confirm by email that this has been completed.

 

 

APC – Medium Size Items

Items included in APC Service
Unassembled benches, parasols over 2.5m, packs of 2 folding chairs, single folding chairs, medium sized accessories.

Return Steps

1. Contact us if want to return – support@fieldandhawken.co.uk
   2. Select your return option:
   a) We recommend allowing Field & Hawken to assist you with the return. We will organise a APC courier collection from your home. A home collection return charge is £10, which will be deducted when processing the refund.
   b) You can use a service of your own choosing and return the item to us. The cost of this will be met by the customer and responsibility for its arrival at our warehouse is that of the customer. If you choose to return the item yourself, please let us know the service that you have used and any tracking details so that our warehouse can quickly check and verify it’s arrival.
   3. Package up your return. Items must be returned in their original packaging and protective plastic wrapping and meet the collection requirements of the courier being used. Additional charges may apply or collection may not be possible for items not in a box or in the wrong size box.
   4. The home collection will be scheduled on a mutually agreed date. Please ensure that you are home on the day of the scheduled collection.
2. Once returned to our warehouse we will process your refund to the original payment method within 10 working days of receipt, and we will confirm by email that
   this has been completed.

 

 

APC – Medium Size Items

Items included in APC Service
Unassembled benches, parasols over 2.5m, packs of 2 folding chairs, single folding chairs, medium sized accessories. Return Steps
1. Contact us if want to return – support@fieldandhawken.co.uk
2. Select your return option:
a) We recommend allowing Field & Hawken to assist you with the return. We will organise an APC courier collection from your home. A home collection return charge is £10, which will be deducted when processing the refund.
b) You can use a service of your own choosing and return the item to us. The cost of this will be bourne by the customer and responsibility for its arrival at our warehouse is that of the customer. If you choose to return the item yourself, please let us know the service that you have used and any tracking details so that our warehouse can quickly check and verify it’s arrival.
3. Package up your return. Items must be returned in their original packaging and protective plastic wrapping and meet the collection requirements of the courier being used. Additional charges may apply or collection may not be possible for items not in a box or in the wrong size box.
4. The home collection will be scheduled on a mutually agreed date. Please ensure that you are home on the day of the scheduled collection.
5. Once returned to our warehouse we will process your refund to the original payment method within 10 working days of receipt, and we will confirm by email that
this has been completed.

 

 

UPN Pallet service – Large or Heavy Items

Items included in UPN Service
Most indoor and outdoor furniture items including small to medium teak garden tables and teak garden sets, fixed chairs, assembled benches, live edge benches, all reclaimed teak dining tables under 1.5m, all reclaimed teak dining sets for 4 or less people and all large reclaimed teak furniture. Medium to large home accessories or those that are fragile

Return Steps
1. Contact us if wish to return an included item – support@fieldandhawken.co.uk
2. Select your return option:
a) We recommend allowing Field & Hawken to assist you with the return:
We will organise a pallet courier collection for you from your home. A pallet courier collection return charge is £45 per pallet, which will be deducted when processing the refund.
b) You can use a service of your own choosing and return the item to us. The cost of this will be bourne by the customer and responsibility for its arrival at our warehouse is that of the customer. If you choose to return the item yourself, please let us know the service that you have used and any tracking details so that our warehouse can quickly check and verify its arrival.
3. Package up your return. The item must be placed on a pallet by the customer and the pallet should be in a location that is accessible and moveable using a small pallet truck to the roadside. The collection driver is not permitted to assist with moving the item onto a pallet. Additional charges may apply, or collection may not be possible for items not on a pallet or in a location where transport on the collection vehicle is not possible.
4. Collections will be made using a large lorry, typically an 18-ton lorry with curtain sides and tail lift, (which is about the same size as a normal bin lorry). Please ensure that any limitations or restrictions in accessing your location with this size of vehicle are provided at time of collection request, or within 24 hours of a collection being requested.

It is the customer responsibility to ensure that there is sufficient access outside of the property to enable the successful collect the item. There should be available parking immediately outside the property, without risk of highway code violation, or space provided on the driveway of the property. The collection team will make all reasonable efforts to ensure that the delivery is completed, and without damage to the item or property. If there is restricted or tight access and accidental damage occurs to the property or item ordered during the collection process this is the responsibility of the customer to rectify this. Field & Hawken accepts no liability.

If a collection fails due to access issues, product or customer availability, then a pallet collection charge will still be applied for the failed collection and a further charge applied for the re-attempt.
4. The home collection will be scheduled on a mutually agreed date. Please ensure that you are home on the day of the scheduled collection. Specific time of collection will not typically be possible to provide.
5. Palletised items normally arrive in our warehouse 5 working days after collection.
Once returned to our warehouse we will process your refund to the original payment method within 10 working days of receipt, and we will confirm by email that this has been completed.

 

2 Person service

Items included in 2-Person Service
Indoor Range: all live edge tables and live edge sets, all teak root dining tables 1.5m and bigger and all teak root dining sets. All reclaimed teak dining tables 1.5m and bigger, all reclaimed teak dining sets for 6 or more people and all large reclaimed teak furniture.

Outdoor Range: all extending outdoor tables over 1.9m (not extended size) and all outdoor dining sets for 8 or more people.

Return Steps
1. Contact us if want to return one of these items – support@fieldandhawken.co.uk
2. Select your return option:
We recommend allowing Field & Hawken to assist you with the return:
We will organise a 2-person collection from your home. A 2-person collection return charge is £100, which will be deducted when processing the refund. You can use a service of your own choosing and return the item to us. The cost of this will be bourne by the customer and responsibility for its arrival at our warehouse is that of the customer. If you choose to return the item yourself, please let us know the service that you have used and any tracking details so that our warehouse can quickly check and verify it’s arrival.
3. Prepare your items for return. The items should be unassembled in a ground floor location for collection. Additional charges may apply, or collection may not be possible for items which are still assembled or in a location where transport on the collection vehicle is not possible.
4. Collections will typically be made in a long wheelbase vehicle. Please ensure that  any limitations or restrictions in accessing your location with this size of vehicle are
provided at time of collection request, or within 24 hours of a collection being requested.

It is the customer responsibility to ensure that there is sufficient access inside and outside of the property to enable the successful collect the item. There should be available parking immediately outside the property, without risk of highway code violation, or space provided on the driveway of the property.

Please ensure that you have accurately measured all doors, turns and access routes for the furniture so that it can be successfully collected from your garden or home.
Product dimension information is provided within the website to assist with identifying the access required. It is recommended that there is a minimum of 76cm width of
clear access for supporting a successful collection. If any additional information is required. or you are concerned about access affecting collection, then please contact the customer service team.

The collection team will make all reasonable efforts to ensure that the delivery is completed, and without damage to the item or property. If there is restricted or tight
access and accidental damage occurs to the property or item ordered during the collection process this is the responsibility of the customer to rectify this. Field &
Hawken accepts no liability. If a collection fails, then a 2-person collection charge will still be applied for the failed collection and a further charge applied for the re-attempt.

4. The home collection will be scheduled on a mutually agreed date. Please ensure that you are home on the day of the scheduled collection. You will typically receive a
   call 1-hour before arrival of the collection team.
   5. 2-person service items normally arrive in our warehouse 5 working days after collection. Once returned to our warehouse we will process your refund to the original payment method within 10 working days of receipt, and we will confirm by email that this has been completed.