Terms of service

Terms and Conditions - Definitions

For the purposes of these Terms and Conditions:

  • “SG”, “we”, “us”, “our” means Shackletons Gallery.
  • “you”, “your” means the customer of Shackletons Gallery.
  • “Website” means shackletonsgallery.co.uk.

Shackletons Gallery is owned and operated by Shackletons Home & Garden Ltd (Company No. 04303803), trading independently from our Gallery showroom at Fox Valley Way, Sheffield, S36 2AB

Username & Password

To purchase goods on this Website, you must create an account with a username and password. You are responsible for all actions taken under your account. Keep your password secure and do not disclose it to anyone. If you believe someone else knows your password, change it immediately. You may not transfer or sell your username, or allow anyone else to use your account, directly or indirectly. If your details change, it is your responsibility to update them on the Website.

Ordering

When you place an order for a product listed on our Website, you agree to purchase it subject to these Terms & Conditions. We will send an email to confirm receipt of your order. This acknowledgement does not guarantee that we can fulfil your order, and we reserve the right to cancel an order at any time without giving a reason. If a product is unavailable, we will notify you by email and advise when we expect to complete your order. All new orders are treated individually. For the avoidance of doubt, order acceptance and completion of the contract occur on despatch of the products you have ordered.

Payment

Payment can be made by credit card (MasterCard, Visa Credit) or debit card (Visa Debit, Maestro (Domestic), UK Visa Electron, Maestro, JCB). Payments are charged on the day of the order by SG. To keep online shopping secure, your card details are encrypted. Your card issuer may carry out security checks. All order confirmations and invoices are sent to the card billing address (not the delivery address if different).

Pricing

All prices shown include VAT at the prevailing rate and are charged in GBP (£). We strive for accuracy, but in the event of a pricing error, we will cancel the order, notify you by email, and refund the full amount to the original payment method. We reserve the right to issue a full refund at any point up to delivery. If we cannot contact you, the order may be treated as cancelled.

Delivery & Shipping

  • Delivery charges (if applicable) are shown before you submit payment, based on the shipping address provided.
  • A signature is required on delivery. We cannot deliver to multiple or alternative addresses if you are unavailable at the primary delivery address stated on the order.

Timeframes

  • Small items: typically dispatched on a 3-working-day service.
  • Large/bulky items: typically, 7–10 working days and may use a specialised courier.
    Some products may ship directly from our suppliers. Deliveries to certain locations (for example, parts of Scotland, Wales, Devon and Cornwall) may take longer. If you need to know the delivery method for your order, please contact us prior to placing your order.

Service Levels & Access

  • Standard delivery is kerbside only. Couriers are not permitted to assemble products or remove packaging/old items. You’re responsible for moving goods onto your property and disposing of packaging.
  • We may use pallet couriers, one- or two-man Luton van couriers, or small-parcel couriers. Pallet deliveries usually arrive on 18-tonne vehicles; if access is unsuitable, contact us before ordering.
  • If you require assistance moving goods from the kerbside to a specific location, contact us before ordering. A different service, longer timescales, and additional charges may apply.
  • On rare occasions where a two-man team cannot be arranged within a reasonable timeframe, we may ask if you can assist the couriers. This is not a firm requirement; if needed, we will contact you in advance. No discount applies if you do assist.

Delays
Delivery times are approximate. We cannot be liable for delays caused by events outside our control (e.g. road closures, extreme weather) or third parties (e.g. suppliers, couriers). If you require delivery on a specific day, please contact us before ordering.

White Glove Delivery Service

This service (where available) includes: delivery to a room of your choice, unpacking, basic assembly, and removal of packaging. It does not include faster delivery or date selection. In some cases, using this service may extend lead times.

Important: ALL AFK GARDEN PRODUCTS ARE EXEMPT FROM THE WHITE GLOVE DELIVERY SERVICE.
If selected for AFK items, the White Glove charge will be refunded and delivery made via pallet service.

Inspection on Delivery & Damages

If packaging shows signs of damage at delivery, tell the courier and ask them to record it on the manifest. Failure to do so may affect subsequent claims.

  • Pallet deliveries: you are entitled to 20 minutes to check goods before the driver departs.
  • Other courier services: drivers may not wait for inspection.

If you discover any issues after delivery, report them to us as soon as possible. We may ask for photos, videos and descriptions to assess a claim. Without sufficient information, we may be unable to proceed.

Access & Failed Deliveries

You must ensure adequate access. If goods do not fit into the property on the first attempt, or you are not present for a confirmed delivery window (without alternative arrangements), the delivery will be treated as failed. Redelivery charges will apply, or you may collect items from our warehouse after they are returned.

Booking Delivery Slots

We (or our delivery partners) will contact you to offer a delivery slot. If you do not respond, the slot will be cancelled until we hear from you. Please give at least 48 hours’ notice if you need to cancel a confirmed slot; otherwise, a redelivery fee will apply.

Refunds & Returns Policy

We refund outbound carriage in line with applicable consumer legislation, and where items are incorrectly shipped or faulty. Return carriage is your responsibility; we recommend a tracked method. We do not send receipt confirmations for returned goods. For incorrectly delivered or faulty items, reasonable return costs will be refunded (priority services will be capped at a reasonable amount).

Contact us before returning any item. You may return goods at your own cost, or we can arrange collection by our carrier at £150 per consignment (subject to location and time on site). We will agree on the collection fee with you in advance; this reflects fuel and driver time.

Stock Items (Off-the-Shelf)

If you purchase from our stocked items online or by phone, you may cancel within 14 days of receiving the goods by notifying us in writing. You then have a further 14 days to return them. Goods must be returned in their original, resalable condition. You are responsible for ensuring goods reach us safely and for return costs. After inspection, we will refund the purchase price, including original shipping costs, less any collection fees (if applicable). Where goods show diminished value due to handling or use beyond what is necessary to establish their nature, characteristics and functioning, we may make a reasonable deduction.

To cancel or discuss a return of Stock Items, email hello@shackletonsgallery.co.uk.

Bespoke Items

“Bespoke” covers items made or configured to your specification (for example, colour, fabric or size), including where a lead time is quoted or “Bespoke Items” appears in the description or order. To the extent permitted by law, bespoke items are excluded from standard cancellation rights and cannot be returned or exchanged unless faulty.

Orders for bespoke items cannot be cancelled before or after delivery. We are not obliged to take back these goods. At our discretion, we may agree to a return subject to a 35% restocking fee. If we agree to cancel, refunds will be processed to the original payment method minus applicable charges.

Damaged or Faulty Items

You must notify us in writing and return the item within 30 days for a full refund. We will reimburse reasonable return delivery costs for faulty items or arrange collection. Goods remain your responsibility until received into our warehouse; please keep them safe and undamaged.

Natural Materials

Many products are made from natural materials (e.g. timber, slate, granite, marble). Natural variations in colour, grain and finish are normal and not considered faults. These items cannot be returned on that basis. A Returns Authorisation Number may still be required.

Refund Timing

Once returned goods are received, we aim to inspect and process within 24 hours, but we reserve up to 30 days to complete a refund. You will receive an automated email when processed. Your card issuer may take additional time to credit your account; this is outside our control.

Returns Address

Shackletons Gallery
Fox Valley Way
Stocksbridge, Sheffield
S36 2AB

Build Service & Free Delivery

On selected lines we offer Free Delivery & Build Service to mainland UK only. Certain outlying areas (for example Scotland beyond Edinburgh/Glasgow, Cornwall, and parts of Wales) are excluded. If you live in an outlying area, please contact us before ordering so we can confirm eligibility.

General Information & Liability

  • Product images are illustrative; colours may vary due to lighting, manufacturing batches and screen settings.
  • Sizes and dimensions are approximate; manufacturers typically allow a tolerance of ± 3 cm. Some products may require simple home assembly unless otherwise stated.
  • SG insures goods at full retail value while in transit to you. Please check the goods on receipt, as we cannot cover subsequent loss or damage after delivery.
  • Due to the nature of the internet, SG provides and maintains shackletonsgallery.co.uk on an “as is” and “as available” basis. We do not guarantee uninterrupted service and are not responsible for service failures beyond our control.
  • The Website may contain links to external sites not operated or controlled by SG. These are provided for convenience only; we are not responsible for their content, availability, or any transactions carried out on them.
  • Please read any instructions or user manuals provided with products. SG is not the manufacturer and cannot provide technical usage advice.
  • Force majeure: SG shall not be liable for failure to perform due to events beyond our reasonable control, including (without limitation) internet or communications outages, fire, flood, acts of God, war, or civil commotion.

Limitation of Liability (to the maximum extent permitted by law):
SG shall not be liable for any loss or damage howsoever arising, including any indirect or consequential loss, loss of profit, wasted expenditure, data corruption or destruction, whether or not arising out of matters notified to us. Without limitation, we are not liable for:

  • Any incorrect or outdated information on the Website.
  • Any interruptions or delays in updating the Website.
  • The availability, quality, content or nature of external websites we link to, or any transactions associated with them (including cookies, personal data, confidential information or domain purchases).

Changes to the Website and to These Terms

SG may change or withdraw any part of the Website at any time. We may refuse access where necessary. We may terminate this agreement and immediately remove, cancel or suspend access to the Website in the event of any breach of these Terms and Conditions.