Getting the goods to your door

Where we deliver

We send patio, terrace and outdoor living equipment to street addresses in all 27 member states of the European Union. A usable address has a road name, a number, a postcode and a mobile the carrier can ring on the day. Three limits apply:

• PO boxes, poste restante addresses and parcel lockers cannot be used. Money changes hands in person, so the parcel has to reach a person.
• Yards, allotments and building plots are fine if somebody is there in working hours to take the goods and pay for them.
• Pallet deliveries to island destinations have to be agreed with us first. A sea leg changes both the cost and the timing, so we quote those individually.

We do not ship outside the EU and we cannot arrange collection from our own premises.

Nothing moves until it is confirmed

An enquiry through the site is not yet an order. Once your list reaches us we make sure the goods are in stock, work out the carriage to your postcode, and come back by phone or email, usually inside one working day. On that call you hear the delivery window and the single total the driver will collect. The order exists only once you have agreed to that figure, and until then you owe nothing.

When the parcel leaves us

Goods confirmed before 14:00 Central European Time are picked and labelled the same working day. Anything after that goes out on the next one. Saturdays, Sundays and Spanish public holidays are not working days for picking, though carriers in your own country may well deliver on a Saturday.

Carrier handover and tracking

Parcels leave our depot with a national carrier working under a cash on delivery mandate. On the evening of collection we email you a tracking reference and the carrier tracking link. Most carriers then send a message the day before with a rough time window. Keep that reference, it is how we trace a consignment.

How long the journey takes

These are working days counted from dispatch, not from your enquiry. Bad weather, strikes and the fortnight before Christmas all stretch them.

Paying the driver

The driver collects the whole amount in cash, in the currency of the delivery country, as the parcel changes hands. It includes carriage and it is the figure you agreed on the phone. Nothing is added on the step.

Drivers cannot take a card, a phone payment, a bank transfer or a cheque. There is no terminal in the van and no gateway behind it. Change is limited, so get close to the exact amount if you can. Whoever receives the parcel pays for it, so if the goods are going to a relative, a tenant or a site foreman, tell them the sum in advance.

Check the parcel before you accept it

You may look before any money changes hands, and the driver is expected to wait while you do.

• Count the boxes against the delivery note. Awnings, chests and heaters often travel as two or three.
• Look over the carton for crushing, water staining, or tape that is not the carrier’s own.
• Check the label describes what you ordered, not a similar model.
• Open it. A sealed box is not proof of a sound item.

If it is wrong, refuse it there and then. A refused parcel goes back on the van and you pay nothing at all.

If nobody is in

Carriers make two attempts as standard, the second normally on the next working day. After that the consignment is held at a local depot, commonly for five to seven working days, and the tracking page will usually let you book a redelivery or collect it yourself. A parcel nobody claims comes back to us, and that first return costs you nothing. If you want it sent out again, we quote the fresh carriage before booking.

Damage, or a box that is short

Damage seen on the doorstep is the simple case. Refuse the parcel and pay nothing. If you would rather keep it, write the damage on the driver’s device before signing. A clean signature makes a later claim much harder to run.

Damage found after the van has gone should reach us by email within 48 hours, with your tracking reference and photographs of the item, the packaging and the label. Where transit damage is confirmed we collect the item, send a replacement and pay both legs. If a box is missing from a multi-parcel order, tell the driver, accept what has arrived and email us. You will not be asked to pay for goods that are not in front of you.

Who pays what

Carriage is quoted with the order and sits inside the single cash figure. It is not billed separately and never adjusted afterwards. Any cash handling charge the carrier levies is our cost, not yours.

Where a delivery fails on a wrong address or an empty house, the first return journey is on us and a second attempt is quoted first. Where an item goes back because we picked the wrong thing, or the carrier damaged it, we pay every leg.

If you simply change your mind, you have 14 days from delivery, no reason needed, and the return carriage is yours to arrange. The full conditions sit on our returns page. Every item also carries the two year statutory conformity cover required across the EU.

Talking to somebody

FLOFUM, S.L., trading as PrimePatio DIY. Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain. CIF B75621250.

Email support@primepatio-diy.com, quoting the tracking reference if the parcel is already moving. Messages are read Monday to Friday, 09:00 to 18:00 Central European Time.

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