Shipping policy

Last updated: 30 September 2026

This Shipping Policy explains how Norvalia delivers your order, how long it takes and what to expect on delivery day. Our range includes both smaller items (such as raised planters) and large garden buildings (such as cabins and arbours). Because these products are very different in size and weight, they are delivered in different ways, as explained below.

1. Where We Deliver

We deliver to all addresses across the United Kingdom, including England, Wales, Scotland (including the Highlands and Scottish Islands) and Northern Ireland.

We do not currently deliver outside the United Kingdom, including the Republic of Ireland.

2. Delivery Costs

Standard delivery is free on every order to all areas we deliver to. There is no minimum spend, and no handling fees, fuel surcharges or remote-area charges are added at checkout. The delivery cost shown at checkout will always be £0.00.

3. How Your Order Is Delivered

Product type	Examples	Delivery method
Small items	Wooden raised planters	Tracked parcel courier (DPD or Parcelforce), delivered to your door
Large garden buildings	Garden cabins and the Bolzano seating arbour	Specialist pallet / freight delivery by our delivery partner, delivered kerbside in flat-pack kit form

 

Kerbside delivery: large garden buildings are heavy and are delivered on a pallet or as several long packs. The driver will unload the goods at the kerbside or the nearest safe, accessible point on hard standing outside your property. Drivers cannot carry items into back gardens, through houses or up steps. Please make sure you have help available to move the parts into your garden after delivery.

Kit form: all garden buildings are supplied as a complete flat-pack kit for self-assembly and are not assembled on delivery.

4. Delivery Times

Handling time is the time we need to prepare and dispatch your order. Transit time is the time the carrier needs to deliver it after dispatch. All times are in business days (Monday to Friday, excluding UK bank holidays).

Product type	Handling time	Transit time	Total estimated delivery
All products (small items and garden buildings)	1–2 business days	2–5 business days	3–7 business days

 

Orders placed after 2:00 PM (UK time), at weekends or on bank holidays are processed on the next business day. If an order contains both small items and a garden building, the items may arrive in separate deliveries.

These timeframes are estimates. If we expect any delay to your order, we will contact you by email or phone as soon as we know and offer you the choice to wait or cancel for a full refund.

5. Booking Your Delivery (Large Garden Buildings)

•        Once your garden building is dispatched, our delivery partner will contact you by email, SMS or phone to confirm your delivery day.

•        Deliveries take place Monday to Friday between 7:00 AM and 7:00 PM. We are unable to guarantee a specific time slot.

•        Someone aged 18 or over must be present to receive and sign for the delivery.

•        The delivery vehicle is a large lorry. If there are access restrictions at your address (narrow roads, low bridges, weight limits or no parking), please tell us before dispatch by emailing contact@norvalia.shop so we can arrange a suitable delivery.

•        If a delivery fails because nobody is available or the vehicle cannot access the address and we were not informed, we will contact you to arrange a new delivery date free of charge.

6. Order Tracking

As soon as your order is dispatched we will send you a shipping confirmation email containing your tracking number and a link to the carrier's tracking page. You can also check the status of your order at any time on our Track Your Order page or by contacting us with your order number.

7. Checking Your Delivery

Please count the number of packs and check the outside of the packaging before signing for your delivery. If any packaging is visibly damaged, please sign for the goods as "damaged" and take photos. Once the goods are delivered, please check all parts against the parts list as soon as possible and before starting assembly.

8. Damaged, Missing or Incorrect Items

If your order arrives damaged, has missing parts or you receive the wrong item, please contact us within 48 hours of delivery at contact@norvalia.shop or on +447552478089 with your order number and clear photos.

•        Damaged or incorrect items: we will send free replacement parts or a replacement product, or issue a full refund if you prefer.

•        Missing parts: we will dispatch the missing part(s) free of charge, usually within 3–7 business days, or issue a partial refund if you prefer.

•        Order never arrived: if your tracking has not updated for 5 business days, or your order has not arrived 10 business days after dispatch, contact us. We will investigate with the carrier and send a replacement or issue a full refund.

For large garden buildings, you do not need to return damaged goods yourself. Where a return is needed, we arrange collection from your address free of charge. Please see our Returns & Refund Policy for full details.

9. How We Handle Special Delivery Situations

Most orders arrive without any issue, but if something unexpected happens, here is exactly what we do and what we ask of you.

Situation	What you should do	What Norvalia will do
Nobody home on delivery day	Follow the carrier's card or message to rebook or collect from the local depot or pickup point.	If the parcel is returned to us because it was not collected, we contact you to arrange a new dispatch or a refund.
Remote UK addresses (Highlands, Scottish Islands, Northern Ireland)	Check your postcode and phone number are correct at checkout.	We deliver within the same timeframes as the rest of the UK. If a specific large item cannot reach your address, we tell you before dispatch and offer a full refund.
Wrong or incomplete address	Double-check your address before placing your order, as it cannot be changed once dispatched.	If the parcel comes back to us, we contact you to confirm the correct address. We will tell you in advance about any re-delivery cost before sending it again.
Order sent in several packages	Look out for a separate tracking email for each package.	We send tracking details for every package so you can follow each one.
Damaged, missing or incorrect items	Contact us within 48 hours of delivery with your order number and photos.	We send replacement parts or a replacement product, or refund you (see section 8).
Busy periods (Black Friday, Christmas, Easter, bank holidays)	No action needed.	If we expect your order to be delayed, we email you straight away and offer you the choice to wait or cancel for a full refund.

 

10. Delivery FAQ

How much does delivery cost?

Nothing. Standard delivery is free on every order to every UK address, with no minimum spend and no extra charges at checkout.

When will my order be dispatched?

We prepare and dispatch orders within 1–2 business days. Orders placed after 2:00 PM (UK time), at weekends or on bank holidays are processed on the next business day.

How long will delivery take?

Once dispatched, delivery takes 2–5 business days, so you can expect your order within 3–7 business days in total.

Do you ship outside the UK?

Not at the moment. We only deliver to addresses within the United Kingdom.

Will I get a tracking number?

Yes. As soon as your order leaves us, you receive an email with your tracking number and a link to follow your delivery.

My order is late. What should I do?

If your order has not arrived within 7 business days of placing it, please get in touch and we will check with the carrier for you.

What if my parcel is lost?

If tracking has not updated for 5 business days, or your order has still not arrived 10 business days after dispatch, contact us. We will investigate and send a replacement or give you a full refund.

I entered the wrong address. Can you help?

Contact us as quickly as possible. We can update the address before dispatch; after dispatch, we will help as much as we can with the carrier.

I missed my delivery. What happens now?

The carrier will usually try again, hold the parcel at a local depot or contact you to rebook. For garden buildings, our delivery partner will arrange a new delivery date with you.

Why did my order arrive in several parts?

Larger orders and garden buildings are often shipped in several packages. Each one has its own tracking details.

Something is missing from my order. What should I do?

First check all your dispatch emails in case the rest is still on its way. If something is still missing, contact us within 48 hours of delivery and we will send it free of charge or issue a partial refund.

My order arrived damaged. What should I do?

Take clear photos of the damage and packaging, and contact us within 48 hours of delivery with your order number. We will sort out a replacement or refund quickly.

11. Questions About Delivery?

Our customer service team is happy to help with anything related to your delivery. Get in touch and we will usually reply within 24 hours on business days.

•        Email: contact@norvalia.shop

•        Phone: +447552478089

•        Opening hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)

•        Business address: Norvalia, 74 North Western Street, Manchester M12 6DX, United Kingdom (correspondence address only – not a shop or showroom)