Delivery Policy

Delivery costs are always shown on the checkout page, before you enter your payment details.  No matter how many items you choose, large or small, you’ll only pay one delivery charge per order.  Order by 2pm (Monday-Friday) for next day delivery excluding bank holidays

What if I’m not in for the delivery?

If you are not in when we deliver, we will try to leave the order with a neighbour or in a secure place and drop a card through the door to let you know where we’ve left it. Third party delivery companies we use may at their discretion also do this. However, if we can’t deliver the item, the card will indicate we called. Please follow the instructions on the card to re-arrange delivery.

For security or legal reasons certain products must be signed for by an adult, 18 years or older.

How can I track my order?

We will let you know what’s happening with your order by email.  Please note that our customer services team don’t have a more specific time of arrival for any order.

We will let you know if anything changes with your order via email or phone. So it’s really important that your contact details are correct.

What should I do if my delivery is late?

We try our very best to let our customers know of any potential delay as soon as possible.

Unfortunately, delays can happen which are often beyond our control. If this means your order cannot be delivered on the confirmed delivery date, we will let you know as soon as we know of any delay.

Why can you not deliver to my address?

If a delivery address is not listed on our site, then we will be unable to deliver to it. There are a number of possible reasons why we’ll be unable to deliver to your address:

Your home may be in an area of the UK that is not served by our online delivery service.

Your delivery address may not have a fully registered Royal Mail postcode. This could happen if you live in a newly built house or flat. You need to contact Royal Mail is this is the case.

More about your home delivery

Please note, by placing an order you are authorising us to accept signature from another person on your behalf, in case you’re not in when a delivery that requires a signature is delivered. If required, anyone in the household over the age of 18 can sign for deliveries from Downland.

For products that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the product to be left if no one is present at the time of delivery, such as with a neighbour.

We may use third party delivery companies which may, at their discretion, leave a product in a safe place if no one is present at the time of delivery. In these circumstances the third party delivery company will put a card through your letterbox explaining where it has left the product.