Shipping & Delivery Policy
Version 2.0 · Effective from 2025
We want your order to arrive quickly, safely, and with as little fuss as possible.This policy explains everything about how we deliver — from timescales and courier arrangements to what happens if something goes wrong. If you have any questions before ordering, please get in touch and we'll be happy to help.
We offer free delivery to most mainland UK addresses on all orders. We work with trusted third-party courier partners to get your order to you as quickly as possible.
– Standard orders: delivered within 6 working days of dispatch.
– Pergola orders: please allow 5–10 working days due to the size and complexity of these items.
– Pre-order items: delivered within 6 working days of the advertised stock arrival date.
Note:Working days exclude weekends and bank holidays. While we always aim to meet these timescales, occasional unforeseen delays can occur. Our guaranteed maximum delivery period is 30 calendar days from the stock date. If we cannot deliver within this timeframe, you are entitled to cancel for a full refund with no fees.
While delivery is free to most of the UK, some postcodes attract a surcharge to cover the additional costs our courier partners charge for those areas:
|
Postcode Area |
Surcharge |
Est. Timescale |
|
Standard mainland UK |
FREE |
Within 6 working days |
|
AB*, DD*, KW*, PH*, IV*, TR*, TQ*, KA*, PA* |
£29.95 |
Up to 10 working days |
|
BT, HS, ZE, GY, JE, IM, PO30–PO40, PA20–PA98, Scottish offshore islands |
£99.95 |
Up to 10 working days |
Important: Beds, dining tables, and pergolas cannot be delivered to offshore addresses or the surcharge postcode areas listed above due to their size, weight, and shape.
Note:If your postcode falls outside our standard free delivery zone, the applicable surcharge will be shown clearly at checkout before you confirm your order.
Some products are available to order before they arrive in our warehouse. Pre-order items are clearly labelled on the product page and at checkout, and we will display the expected stock arrival date prominently in the product description.
– Delivery will take place within 6 working days of the stock arriving with us.
– Stock dates are estimates and may occasionally change due to supply chain factors outside our control. We will notify you by email if this happens.
– If you order a pre-order item alongside an in-stock item, we will aim to ship everything together once the pre-order stock arrives.
Most orders are delivered by our third-party courier partners directly to your front door. Depending on the item's size and weight, delivery will be carried out by:
– A two-person team.
– A single driver.
– Pallet delivery to your kerbside for very large or heavy items (see below).
Couriers deliver to the front door of your property. If you live in an apartment or block of flats, delivery will be made to the entrance of the main building, subject to access.
Some large or heavy items — such as certain garden furniture sets and pergolas — are delivered on a wooden pallet. For pallet deliveries:
– The courier will bring the pallet as close to your doorstep as safely possible — typically to the kerbside.
– You are responsible for accepting the delivery at the kerbside and moving items inside.
– You are responsible for disposing of the wooden pallet after delivery.
If a kerbside pallet delivery does not suit your needs, please contact us at support@casamaria.co.uk before ordering to discuss what alternatives may be available in your area.
Our courier partners use vehicles up to the size of a large refuse lorry. It is your responsibility to consider whether large vehicles can safely access your road and property before placing your order.
Important: Please notify us of any potential access issues — such as narrow roads, height restrictions, or tight turns — before ordering. Failed deliveries caused by access problems will incur return fees.
All deliveries require an authorised signature upon receipt. For security reasons, we are unable to arrange for items to be left without a signature or delivered to an alternative address not specified at checkout.
Once your order has been dispatched, you will receive a notification from us or directly from our courier partner with tracking information. Please use this to monitor your delivery and ensure someone is available to receive it.
– If you need to rearrange a delivery, please contact the courier directly using the details provided in your tracking notification.
– Couriers will hold goods at their local depot for up to 7 days if a delivery attempt is unsuccessful.
– If the courier cannot reach you within 7 days, or if you are unable to accept delivery within this period, the items will be returned to our warehouse.
In the event goods are returned to us, we will issue a refund minus the applicable return fee (see Section 7).
Note:If you need your delivery held for longer than 7 days, please leave a note at checkout when placing your order, or email us within 3 hours of ordering. We cannot guarantee extended holding beyond this, and standard return fees will apply if items are returned to us.
We strongly recommend keeping all original packaging until you have had a chance to thoroughly inspect your item and are satisfied with it. Original packaging is required if you need to return anything — we are unable to provide replacement packaging.
Important: Please inspect your order within 48 hours of delivery and report any damage or transit issues to us immediately. We cannot accept liability for damage reported after this window.
If your order arrives damaged, incomplete, or is not what you ordered, please:
– Accept the delivery — do not reject it unless absolutely necessary, as rejection triggers return fees even for incorrect orders.
– Take clear photographs of the damage, the packaging, and any delivery labels.
– Contact our support team at support@casamaria.co.uk within 48 hours.
We will investigate promptly and arrange a resolution — whether that's a replacement part, a full exchange, or a refund — at no cost to you.
Orders are picked and dispatched using our internal warehouse SKU system. If you believe there is a discrepancy between what you ordered and what was delivered, please accept the order and contact our support team with your order number and details. If an order is incorrectly rejected at the door and it was picked correctly, return fees will apply.
Free cancellation is guaranteed before dispatch, provided your cancellation request reaches us at least 24 business hours before the order is due to be dispatched and before it has entered our warehouse or courier process. To cancel, please contact us at support@casamaria.co.uk as soon as possible.
If your order has already been dispatched, you have two options:
– Accept the delivery and arrange to return the item to our warehouse in Runcorn at your own cost and arrangement.
– Reject the delivery — we will coordinate the return through our courier partners, but a return fee will apply per item:
|
Item Type |
Return Fee (per item) |
|
Smaller items — e.g. coffee tables, bedside cabinets |
£60 |
|
Bulkier items — e.g. sofas, dining tables, beds, garden furniture, sideboards |
£100 |
|
Pergolas |
£150 |
Return fees are per item, not per order. For example, if your order includes a sofa and a bed, two separate return fees apply, as couriers charge on a per-item basis.
A return fee will be charged for any failed delivery caused by:
– Incorrect or incomplete delivery address or contact details provided at checkout.
– No one being available to accept the delivery after a confirmed delivery date was given.
– Access issues at the property that were not declared to us before ordering.
It is your responsibility to ensure all checkout information is accurate and up to date, and that someone is available to receive the delivery.
Note:If your delivery address is in a surcharge postcode area (see Section 2), the return fee is £90 plus the original delivery surcharge paid at checkout.
Before placing your order, please consider whether our delivery vehicles can safely access your property. Our courier partners use vehicles up to the size of a large refuse lorry.
You are responsible for flagging any of the following access issues to us before ordering:
– Narrow roads, lanes, or driveways
– Height or width restrictions (e.g. barriers, low bridges, tight gateways)
– Difficult turning areas or restricted parking
– Access restrictions to a garden, rear entrance, or specific area of the property
If a delivery fails or requires a smaller vehicle due to undisclosed access issues, the cost of any additional delivery attempt or return will be charged to you. Please contact us at support@casamaria.co.uk before ordering if you have any concerns.
To ensure a smooth delivery, please make sure you have:
– Provided accurate delivery address and contact details at checkout.
– Measured your access routes — doorways, hallways, stairwells — to confirm the item will fit into its intended location.
– Arranged for someone to be present and available to sign for the delivery.
– Notified us of any access restrictions before placing your order.
– Kept all packaging until you have inspected the item and are happy with it.
Note:We strongly advise against booking tradespeople (such as fitters or electricians) until your order has been delivered and inspected. We cannot accept liability for costs arising from failed or delayed deliveries.
If you have any questions about your delivery, or if something hasn't gone to plan, please get in touch with our support team:
Email: support@casamaria.co.uk (we aim to respond within 48 business hours)
Live Chat: 9am – 5pm, Monday to Friday via the website
Address: 57–58 Brindley Road, Astmoor Industrial Estate, Runcorn, Cheshire, WA7 1PF
For more information on returns and refunds, please see our full Returns & Refund Policy:
casamaria.co.uk/policies/refund-policy
Need help with your delivery?
support@casamaria.co.uk · Live Chat: Mon–Fri, 9am–5pm
57–58 Brindley Road, Astmoor Industrial Estate, Runcorn, Cheshire, WA7 1PF
MS Global Trading Ltd · Company No. 11463653 · VAT No. GB329512208