FAQS

Please contact our office via telephone or email if you have any questions regarding your order. The telephone number is 01254 247075 and the email is customerservice@longsighthomeandgarden.co.uk.

We may be able to cancel your order as long as it hasn’t already been despatched from the warehouse. If already despatched you can still cancel your order once received as you have a 14-day cooling off period by which you can return the item purchased for a full refund minus the shipping cost as we are unable to refund the initial shipping cost of the order.

Please contact us if you wish to cancel your order. We endeavour to respond to you as soon as possible. Please note that if you do not return the product to us within 14 days of cancelling your order, you will be responsible for our costs in recovering that product from you.

Once you have received the item(s) and checked to ensure there is no damage of the goods on receipt then you have a 14-day cooling off period by which you can return the item purchased for a
full refund minus the shipping cost as we are unable to refund the initial shipping cost of the order.

Returned items must be delivered to us unused and in their original packaging and in the same condition they were received in. If this is not the case you will not be eligible for a refund and maybe subject to a restocking fee. We will not be held responsible for items damaged or lost in return shipment: therefore, we recommend using an insured and trackable mail service.

If the item was purchased through one of our suppliers, then you will need to refer to their individual Returns Policies. If you are unsure of the supplier of the item, please email customerservice@longsighthomeandgarden.co.uk and we will send you a link to the correct supplier’s Returns Policy.

Discounted items are not eligible for a return.

If goods are received damaged, this must be reported to us within 48 hours of the delivery. This can be done either by sending us an email to customerservice@longsighthomeandgarden.co.uk or speaking to the office on 01254 247075. If sending an email, we would need as much information as possible including images of the damage to the goods in question. This may also be requested if you speak to us on the phone. We will try and process your returns as soon as possible, however during busy periods this can take 1 – 2 weeks for this to be processed and can also be dependent on the current stock availability of the item being returned.

A refund will only be issued if the goods are returned in their original condition, they were sent out to you. We may have to send the item(s) back to you if not. All goods will be inspected on return to us or our suppliers.

For any goods purchased from one of our suppliers we will work with you to ensure a refund is obtained as long as the above pointers has been followed. You will not be issued a refund without the original receipt for the item(s) or proof of received return delivery. Once we have this information, we aim to process a refund or replacement within 30 days. * The refund will only be credited back to the original card used to purchase the items. If an item(s) are/is returned to us after our returns period has ended, and/or with not advising us otherwise we will not be able to offer a full refund.

Before we can deliver your order, we will need to know the delivery address, the best contact number or numbers as well as any delivery restrictions i.e., parking, height, access etc. Some of our designated delivery companies also require an email address too. This will only be used for the delivery and not for advertising purposes. They will endeavour to deliver your order at a time that is suitable to the customer but in busy periods this is not always possible. If you anticipate having problems with this, contact our office on 01254 247075 or the delivery company that has been in touch with you about the delivery. Remember to do this as soon as possible as most delivery companies now charge re-delivery fees. If you have any specific delivery requirements, please get in touch with us, and we will do our best to accommodate your needs.

If a failed delivery occurs, the courier company will have to re-warehouse and re-deliver the order on another convenient date. This usually incurs costs. Please see the couriers own T & Cs regarding this cost.

A member of the designated courier company will be in touch to organise a delivery time. They will endeavour to deliver your order at a time that is suitable to you but in busy periods this is not always possible. If you anticipate having problems with this, contact our office on 01254 247075 or the delivery company that has been in touch with you about the delivery. Someone should be available to check and accept your item.

All our orders are sent via dedicated suppliers who all use different courier services. The designated courier company attached to your order will be in touch regarding the delivery and will be able to supply you with the vehicle information at this point.

Most of deliveries are self-assembly unless assembly has been arranged. Most of our suppliers include self-assembly instructions with a select few offering video step by step too.

You will be able to pay by a credit or debit card registered to a UK address to pay for your items through the Opayo gateway. We accept the following cards: Maestro, Visa Debit, Visa Credit, American Express and MasterCard. We also accept payment via UK registered PayPal accounts.

Yes. Our website is secured using an SSL certificate run through our Opayo gateway, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy Policy page.

We have a show site that is open 7 days a week. Mondays to Saturdays 9am – 5pm and Sundays 11am – 4pm. Although we do try to show a wide range of products, we understandably can’t display every item. If there is something in particular you are after then please do not hesitate to get in touch with the office who will be able to let you know if this is on display or not. Sometimes images can be sent out to customers of products already bought and installed to give the customer a better idea.