FAQ

ORDERS & DELIVERY

How much is delivery?

£14.95 flat rate for every product to all UK Mainland addresses. One price. Every item. No exceptions.

How long will my order take?

Total delivery time: 3-5 working days.

  • Handling time: 1-2 working days

  • Transit time: 2-3 working days with DPD/UPS

Orders placed before 2:00 PM Monday-Saturday are processed within 1-2 working days.

Where do you deliver?

We deliver to UK Mainland (England, Wales, Scotland Central Belt).

We do not currently deliver to: Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles, Channel Islands, P.O. Boxes, or BFPO addresses.

Customers in restricted areas: Email info@totalgardens.shop for a custom shipping quote.

Can I track my order?

Yes. Every order is fully tracked. You'll receive:

  • Dispatch email with tracking link

  • SMS tracking link (if mobile provided)

  • 2-4 hour delivery timeslot on morning of delivery

  • Photo proof of delivery

What happens if I'm not home?

  • Driver leaves a calling card

  • You have 7 days to rearrange delivery

  • After 7 days, item returns to us and £14.95 is deducted from refund

Can I collect my order?

Yes – local pickup available FREE from LE12 6NJ. Select "Local Pickup" at checkout. We'll email within 2 hours to arrange collection.

RETURNS & REFUNDS

What is your returns policy?

You have 14 days from delivery to cancel and return your order for a refund – even if you've changed your mind.

How do I return an item?

Email info@totalgardens.shop with your order number. We'll email a return label.

Return shipping:

  • Change of mind: £14.95 deducted from refund

  • Faulty/damaged: £0 – we pay and arrange collection

How long do refunds take?

Within 14 days of receiving the returned item, to your original payment method.

My item arrived damaged. What do I do?

  1. Sign driver's scanner as "DAMAGED"

  2. Photograph box and damaged item

  3. Email within 14 days to info@totalgardens.shop

We'll arrange a replacement or full refund within 24 hours.

PRODUCTS & ASSEMBLY

Are Keter and Toomax products waterproof?

Yes. All our resin storage boxes are fully weather-resistant and waterproof. No maintenance required.

Do I need to assemble the product?

Yes. All products arrive flat-packed and require tool-free assembly.



Product Size Assembly Time
Small 5-10 minutes
Medium 15-20 minutes
Large 20-30 minutes
XL 30-45 minutes

Do these products come with a guarantee?

Yes.

  • Keter Duotech™ products: 10-year guarantee

  • Keter standard resin: 1-5 years

  • Toomax: Check individual product page

A part is missing. What should I do?

Email info@totalgardens.shop with your order number, product name, and which part is missing. We'll arrange a free replacement part directly from the manufacturer.

PAYMENT & PRICING

What payment methods do you accept?

Debit cards, credit cards (Visa, Mastercard, Amex), and PayPal. All payments are processed securely.

STILL NEED HELP?

Contact our UK-based team:

Email: info@totalgardens.shop
Phone: +447834593053
Address: 14 Salisbury Avenue, East Leake, Loughborough, LE12 6NJ

Hours: Monday - Saturday: 9am - 5pm
Closed: Sundays and Bank Holidays