Free Delivery & Free Gifts: FAQs
Some of our products come with free delivery or a free gift. This page explains exactly how each offer works, what's included, and what happens if you return something. If your question isn't answered here, please get in touch and we'll be happy to help.
What to look out for
On product listings
Look for these tags under the product name:
On the product page
Just above the Add to basket button, you'll see a bar like one of these:
Free delivery items
How does it work?
Products marked "Unlocks free delivery" give you free delivery on your whole order, with no minimum spend. Just add one to your basket and the free delivery is applied at checkout.
Which delivery option is free?
The standard (lowest-priced) delivery option your order would normally get becomes free. Faster or upgraded delivery options are still available, charged at their normal price.
Are any items excluded?
Yes. Live fish, live plants and fibreglass ponds always have their own delivery charge, whatever else is in your basket. A free delivery item doesn't change their delivery cost.
For example, if you buy a £9.95 free delivery item together with a fibreglass pond, the pond's delivery is still charged as normal.
Does it apply to the Highlands, islands and other remote postcodes?
If your order is sent by Royal Mail, free delivery still applies. If it's sent by courier (such as DPD), any remote-area surcharge is charged as normal.
Can I use it together with a free gift?
Yes. Free delivery and free gifts work together on the same order.
Free gifts
How does it work?
Products marked "Unlocks free gift" come with a specific free item, shown on the product page. When you add the product to your basket, the gift is added automatically and shows as free at checkout. You don't need a code.
I ordered more than one. Why did I only get one free gift?
Free gifts are limited to one per order, however many qualifying products you buy.
Can I choose a different gift, size or version?
No. The gift is the specific item shown on the product page. Other items or versions are charged at their normal price.
I increased the quantity of the gift. Why am I being charged?
Only one gift is free. Any extra units are moved to a separate line in your basket and charged at the normal price.
What happens if I remove the main product from my basket?
The free gift is removed with it. If you'd added extra units of the gift, those stay in your basket at the normal price.
Why can't I see the free gift offer?
Free gifts are only offered while the gift is in stock. If it has sold out, the offer is hidden and the product is sold as normal.
Can I use a discount code as well?
No. Free gifts can't be combined with discount codes, so only one of the two can apply to your order.
Returns
What if I return a free delivery item?
For change-of-mind returns, if your order would no longer have qualified for free delivery without that item, we'll deduct the delivery charge that would normally have applied from your refund. If the rest of your order still qualifies for free delivery (for example, it's still over £50), nothing is deducted.
If the item is faulty, no delivery charge is deducted.
What if I return the product that came with a free gift?
For change-of-mind returns, please send the gift back unused along with the product. If the gift isn't returned, or has been used, its normal price will be deducted from your refund.
What if the product that came with a free gift is faulty?
If we replace the faulty product, you keep the gift. If you'd prefer a refund, the same applies as above: please return the gift unused, or its normal price will be deducted from your refund.
Does this affect my statutory rights?
No. Nothing on this page affects your statutory rights as a consumer.
Anything else
Can these offers change?
Offers run while stocks last and may change or end at any time. Any offer shown when you placed your order will be honoured for that order.
My free gift or free delivery didn't apply. What should I do?
Please contact us with your order number and we'll look into it for you.