Frequently Asked Questions

Some of our products are specially “made to order” at our state-of-the-art production facility. As a result, lead times on some products may be up to 2-3 weeks. Please see the individual product listings for more accurate estimates of production lead times. If you require an order for any “made to order” products urgently, please contact our customer care team who will be able to assist you.

Once an order is confirmed for dispatch, delivery via a courier or pallet company will usually takes 3-5 working days.

If your order has been dispatched but you have not had an update regarding the delivery, please contact our customer service team.

You can confirm your delivery method and price at the checkout. For a bespoke delivery quote, please contact our customer service team here.
Delivery Options:

1 – Standard Delivery – 3-5 working days from dispatch

• Specified products will arrive fully or partially-assembled on a pallet and delivered to the kerbside by a pallet delivery company. Depending on the quantity ordered, your order may be delivered on an SGM van.
• Flat packed products will arrive via a courier, on a pallet or our own SGM vans, depending on size and quantity ordered.
• Delivery costs are calculated at the checkout based on your delivery postcode.
• Delivery to non-UK Mainland addresses and the highlands may incur higher delivery charges – total delivery charges are calculated at the checkout.

 

2 – White Glove Delivery – 1-2 weeks

• If you prefer, you can choose to have our expert delivery team to deliver, assemble and arrange your furniture for you.
• Your order will be loaded onto one of our own vans and delivered by 1 or 2 members of our team.
• Delivery will be scheduled for a date and time to suit you, subject to our team’s availability.
• White Glove Delivery costs are calculated at the checkout based on your delivery postcode.
• White Glove Delivery to non-UK Mainland addresses and the highlands may not be available in some instances. Please contact us for more information.

 

 

Delivery Method Info:

 

Pallet Deliveries

Orders that are dispatched via a pallet company will be delivered on a tail-lift lorry to the kerbside only. The delivery drivers are not permitted to place deliveries in position. Recycled plastic is heavy and will require at least two able bodied people to move into position. Delivery typically takes 3-5 working days from the point of dispatch. The pallet company will contact you prior to delivery to book the delivery in.

Van Deliveries (White Glove Service)

Your order will be delivered by SGM’s own professional courier team. Your order will be loaded onto one of our vans and delivered by 1 or 2 of our trained delivery staff depending on the item(s). Your order will be unloaded from our van and placed exactly where it needs to be and any packaging taken away. Van delivery will typically take 1-2 weeks, but our customer service team will contact you prior to dispatch to discuss delivery and book a preferred date for your delivery.

Courier Deliveries

For smaller assembled products (parasols & accessories) and the majority of flat packed products a professional courier service will deliver your order. The courier will notify you before delivery in most instances.

Most of our products will arrive on a pallet, fully assembled, but this can vary from product to product. Please see the individual product listings for specific information about the assembly of our products.

Any product that may be delivered flat-packed or partially assembled will arrive with a paper copy of the appropriate assembly guide. If you lose you assembly guide, or require further copies, a downloadable PDF version is available on our Assembly Guides Page. If you cannot find your desired assembly guide, please contact our customer service team.

Yes, you can. If you need to cancel or change your furniture order please contact our Customer Care team as soon as possible on 01949 862 920 or at support@sgmrecycledplastics.com. If your furniture has not yet been despatched, we will be more than happy to accommodate this, providing that your order has not yet been fulfilled eg. your furniture has not been assembled or painted and can be returned back into stock in it’s original condition.
If your furniture has been assembled or is out for delivery, then you will need to arrange a return of the item as per our Terms and Conditions.

If you are unhappy with your item, you can return it to us using a courier of your choice. You will receive a refund for the item(s) once they are received into our warehouse. If you would like us to arrange a collection for you, this can be done, however, a charge may be incurred.

If your order has been delivered damaged or it looks like it has been mistreated by the courier, please refuse the delivery and contact us as soon as possible.

If the product is found to be defective or damaged after this time, please take some photos of the issue and send them to our Customer Care team at support@sgmrecycledplastics.com, so that we can investigate and resolve this for you.

Should you be unhappy with your purchase and wish to be refunded, we will process your refund as soon as we receive your returned item(s). We will issue the refund back to you the same way in which you made the payment.
The payment method and provider will determine how long this will take. Usually this takes around 2 – 3 days however some banks may take up to 10 days to process the transaction.
If we have processed your refund and it has not been returned to you yet, please contact the transaction provider.

YES – absolutely! We are so confident in the materials and construction used for our products, we offer a standard 25-year guarantee on all of our own SGM manufactured products. Please see the individual product listings for the length of guarantee for each product.

Please Note: We use a combination of both computer generated renders and real-life photography for our product listings.

You can create an account with us to keep a track of your orders and refer back to previous orders. Simply visit the My Account page to create your account and login.