Delivery & returns
Any delivered item(s) must be fully inspected by the customer on arrival and any faults must be reported back to IGOLO within 24 hours.
The customer is responsible for ensuring their purchased items can be safely and easily brought into their property prior to purchasing. Customers must make sure all items will fit through all doorways, halls and areas leading to the items final destination.
The delivery service does not cover any special access requirements and only covers items to be brought in by foot or via the building's lift. If you have a potential access issue you must inform us in advance, failure to do so may result in a failed delivery. Subsequent deliveries will be charged to the customer at the cost price to IGOLO.
If it is not possible for an item to fit into a customer's property our couriers will inform you at the time and the goods will be taken back to their storage depot, the customer is liable to pay the additional handling and storage fees which will arise.
IGOLO does not accept liability for damage caused by poor access issues or for items that do not fit through the properties standard access points and to their final destination with the property or garden. A clear pathway for couriers must be made before their arrival and customers should remain with the couriers to ensure safe delivery of the goods.
Do you deliver worldwide?
No, we currently only ship to mainland UK (excluding channel islands). If you live outside of mainland UK, please contact us and we might be able to ship to you subject to delivery rates.
How much does delivery cost?
Shipping costs vary and are visible at checkout. Shipping costs are also noted on the product page under the ‘Delivery & Packaging’ tab for the brands’ delivery information.
As IGOLO is a marketplace, all of our products are dispatched by individual brands who form part of the IGOLO community. Therefore, there may be multiple shipping charges applied at checkout.
Some of our brands offer free delivery and this is made clear in the product description. Please note, if you add a product from a brand which doesn’t have free delivery the cost of shipping that product will be applied at checkout.
How long will it take to receive my order?
Ready to order products are typically dispatched within 3-5 business days. However, please refer to the ‘Delivery & Packaging’ tab on the product page for the brands’ delivery information.
Made to order products: Lead times vary. This is noted on the product pages. Please refer to the ‘Delivery & Packaging’ tab on the product page for the brands’ delivery information.
As we are a marketplace, please expect to receive the delivery packages separately.
What shipping method do you use?
Our brand partners ship to you using their chosen logistics partner. This is detailed on the product listing page under the “Delivery & Packaging’ tab.
What packaging is used to deliver the products?
We promote and encourage sustainable packaging where possible and try to keep plastic packaging to a minimum. You can find out what packaging it used to deliver a product under the ‘Delivery & packaging’ tab on the product listing page.
Cancellations and alterations to items that are made to order items can be made within 24 hours of the order being made online. Please contact us here.
If you have any problems with your order please refer to our refund policy below.
What is our returns policy?
Here at IGOLO we offer a returns policy on all our stocked items. We hope you are happy with your IGOLO purchase. However, if you would like to return your item, you are fully entitled to a refund up to 14 working days from the day of your delivery. We ask that any returned item(s) are new, unused, in perfect condition and complete with all their original undamaged packaging with any tags still attached. Unfortunately IGOLO cannot give a refund to items that have not been returned to us in a fully resalable condition.
If you wish to return your order then you can do this sending the item via a trackable delivery method with insurance for the full retail value of your order. We are sorry but we do not offer a free returns policy and returning orders is the responsibility of the customer. Please follow the instructions below.
How do I return a product?
- Contact us with your order reference number (within the above period) to let us know that you will be returning your purchase to the brand.
- We will respond with the return address
- Package your order securely and send it back to the brand partner.You are responsible for the cost of the return shipment. We advise using a tracked service to ensure your delivery makes it back to the brand partner safely and securely. Please retain your proof of postage.
- Your order will be refunded once the returned product is received and verified by our brand partners. You credit or debit card will be credited within 7 working days, excluding delivery costs.
Please note that you, the customer, are responsible for the safe return of the product to the partner. Therefore you are liable for any mishandling of the product and damage caused from receiving the product to it being received back into the brand partners facility. We ask that you consider the means of transit back to the partner carefully to ensure your return arrives in the condition it was received in. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If the refund is due to shipping error or damaged goods the brand covers the cost of returning the item. In all other cases you are responsible for the cost of sending the item back to the brand. If the item(s) arrives damaged or faulty, please contact us following the returns instructions above. It would be helpful to receive any photographs of damaged or faulty item(s) so we can take up any faults or damages with the courier or supplier.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
What products are not refundable?
Made to order products are non-refundable. When products are non-refundable, it is stated on the product listing page. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Do you offer exchanges?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us and follow the instructions on how to return a product.