Shipping policy

Last updated: 21 May 2026

This Shipping Policy explains how delivery and collection work for orders placed with Vigo Home Ltd.

Vigo Home Ltd
Unit 2A, Millbuck Industrial Estate
Desborough
Northamptonshire
NN14 2SR
United Kingdom

Email: info@vigohome.co.uk
Tel: 01536 808476
Mobile / WhatsApp: 07475 089466

1. Where We Deliver

Vigo Home currently delivers to addresses in England.

All orders are dispatched from our Northamptonshire warehouse in Desborough, NN14 2SR, and delivered directly by Vigo Home using our own pallet delivery service.

For remote areas, restricted-access locations, or addresses outside our standard delivery routes, delivery availability, charges and lead times may vary. If you are unsure whether we can deliver to your address, please contact us before placing your order.

We do not deliver to PO Boxes or BFPO addresses.

2. Delivery Method

All orders are delivered directly by Vigo Home using our own pallet delivery service.

Large items such as composite decking boards, fencing, cladding, trims, posts and bulk orders are delivered by pallet from our warehouse.

Where an order includes small accessories such as clips, screws or trims, these may be delivered together with the main pallet order where practical.

3. Dispatch and Delivery Times

Most in-stock orders are dispatched within 7 working days, Monday to Friday, excluding bank holidays.

Delivery timeframes may vary depending on product availability, delivery address, delivery route, access conditions and seasonal demand.

Where a delivery date is arranged with you, we will do our best to meet that date. However, delivery dates are estimates unless we have expressly confirmed a guaranteed delivery service in writing.

Unless otherwise agreed, consumer orders will be delivered without undue delay and within the timeframe required by applicable UK consumer law.

4. Delivery Charges

Vigo Home offers free pallet delivery on all orders over £1,500 including VAT.

For orders below £1,500, pallet delivery charges are calculated based on the distance from our Desborough warehouse, NN14 2SR:

Distance from NN14 2SR	Delivery Charge
Under 30 miles	£30
30–60 miles	£60
60–80 miles	£80
Over 80 miles	£100

Delivery charges are calculated based on the delivery address, order value and delivery distance from our warehouse.

5. Free Delivery

Free pallet delivery applies to qualifying orders over £1,500 including VAT.

Free delivery applies to eligible orders within our standard delivery areas. Remote areas, restricted-access locations, special delivery arrangements, timed delivery requests or failed delivery situations may still incur additional charges.

6. Kerbside Pallet Delivery

All Vigo Home deliveries are normally kerbside pallet deliveries.

This means the goods will be delivered to the nearest safe and accessible point at the delivery address. Our driver is not required to move goods into your property, garden, garage, driveway, rear access area or upstairs location.

Please make sure that:

There is safe access for our delivery vehicle
The road is suitable for pallet delivery
There is enough space for unloading
The ground is firm, level and suitable for pallet delivery
Someone aged 18 or over is available to receive the goods

If access is restricted, unsafe or unsuitable, delivery may fail and additional redelivery charges may apply.

7. Access Restrictions

You must tell us before dispatch if your delivery address has any access restrictions, including but not limited to:

Narrow roads
Low bridges
Weight restrictions
Steep hills
Gravel or uneven surfaces
Parking restrictions
No safe unloading area
Restricted delivery times
Flats, apartment blocks or shared-access buildings

If we are not told about access restrictions before dispatch and delivery cannot be completed, you may be responsible for any failed delivery, redelivery, return-to-warehouse or storage charges.

8. Delivery Windows

Delivery usually takes place between 06:00 and 20:00, Monday to Saturday.

Timed delivery may be available on request, but additional charges may apply.

Delivery times are subject to our route planning, vehicle availability and local access conditions.

9. Click & Collect

Same-day click & collect may be available from our Desborough warehouse for customers who prefer to collect directly.

Please do not travel to collect your order until you have received confirmation that your order is ready.

When collecting, please bring:

Your order number
A form of photo ID
A suitable vehicle for the goods ordered

We may refuse collection if the vehicle is unsuitable or unsafe for loading the goods.

Unless otherwise agreed, we can hold click & collect orders for 7 calendar days after we notify you that the order is ready for collection.

10. Cash on Delivery

Cash on Delivery may be available on selected Vigo Home delivery routes at our discretion.

Where Cash on Delivery is agreed, payment must be made in full on arrival by cash or immediate bank transfer before the goods are unloaded.

We reserve the right to refuse Cash on Delivery for any order.

11. Inspecting Your Delivery

Please inspect your order carefully on arrival.

You should check:

The number of items delivered
The condition of the packaging
Whether there is any visible damage
Whether the correct products have been delivered

If there is visible damage or anything appears to be missing, please notify our driver at the time of delivery where possible.

Please email photos and details to info@vigohome.co.uk as soon as possible, ideally within 48 hours of delivery.

Reporting delivery issues quickly helps us investigate and resolve the matter more efficiently.

This does not affect your statutory rights.

12. Damaged, Missing or Incorrect Items

If your goods arrive damaged, incomplete or incorrect, please contact us as soon as possible at info@vigohome.co.uk.

Please include:

Your order number
Photos of the goods
Photos of the packaging
A clear description of the issue
Details of any missing items

We will review the information and arrange an appropriate solution where required.

13. Missed Delivery and Redelivery

Please make sure someone aged 18 or over is available to receive the delivery on the agreed delivery day.

If delivery cannot be completed because no one is available, access is restricted, the address is incorrect, or the goods are refused without valid reason, additional charges may apply.

These may include:

Redelivery charges
Return-to-warehouse charges
Storage charges
Additional handling charges

If a delivery is returned to our warehouse due to failed delivery, we may need to charge the cost of returning and redelivering the goods.

14. Changing Delivery Details

If you need to change your delivery address, contact details or delivery date, please contact us as soon as possible.

Changes can only be made before dispatch or before your delivery has been scheduled.

Once an order has been dispatched or loaded for delivery, changes may not be possible or may incur additional charges.

15. Customer-Arranged Collection or Courier

If you arrange your own courier or transport company to collect goods from us, you are responsible for ensuring the courier is suitable for the goods being collected.

Where goods are collected by a courier or transport provider arranged by you, responsibility for the goods may pass to you once the goods are collected from our warehouse.

Please make sure your courier checks the goods before leaving our premises.

16. Delays Outside Our Control

We are not responsible for delays caused by events outside our reasonable control, including but not limited to:

Severe weather
Road closures
Traffic accidents
Vehicle breakdowns
Warehouse disruption
Supplier delays
Bank holidays
Incorrect delivery information provided by the customer
Unsafe or restricted access at the delivery address

If a delay occurs, we will do our best to keep you updated and arrange delivery as soon as reasonably possible.

17. Delivery Refusal

If you refuse delivery without a valid reason, or if delivery cannot be completed due to incorrect information or unsuitable access, we may deduct reasonable delivery, return and handling costs from any refund due, where permitted by law.

This does not affect your statutory rights where goods are faulty, damaged, misdescribed or not as ordered.

18. Returns and Cancellations

For information about returns, cancellations, refunds and your consumer rights, please refer to our separate Returns & Refunds Policy and Terms of Service.

Customers buying online may have cancellation rights under UK consumer law, subject to applicable conditions and exceptions.

Your statutory rights are not affected.