Deliveries and Returns
Standard Delivery to mainland UK is completely FREE of charge on all UK mainland deliveries. Please note this service is a Curbside delivery only. Our trusted delivery partners are unfortunately unable to access your property, all deliveries will be made to the front of the property (known as curbside).
If you are not in on the day that you have arranged for your order to be delivered, you may be charged a fee for repeat delivery.
Locations located outside of mainland UK will incur an additional delivery fee, please confirm this with our team. All Deliveries for Northern Ireland must obtain a quotation from our customer services team prior to placing an order, as some orders may be subjected to additional fees.
Standard Deliveries are made Monday to Friday between 8am to 9pm and Saturdays 8am–1pm (excluding public holidays). All orders are delivered in full when all items are available unless otherwise requested. Items that are in stock, we endeavour to deliver within 5-10 working days of your order being placed. Please note this does not include deliveries where an install is booked, these dates would be confirmed via customer services.
For furniture deliveries, we offer a white-glove service where we set up the furniture for you and remove the waste.
Assembly
We do have an additional option 'White Glove' , where you can add on our assembly service, within the product page.
Our 2 Man Team can deliver directly to your garden, assembling your new garden furniture sets and even take away your packaging, save yourself a trip to the tip and let us do the hard work! You will also receive a call from your delivery driver 30 minutes before they are due to arrive, so you will know when to expect them.
Returns
Change of mind
On the rare occasion when a customer changes their mind and chooses to return the item(s) to us for a refund, they will need to contact our customer service team via email info@atmliving.com who can ( when available )arrange a collection quote for you. If you are happy to proceed, this will then be arranged at a convenient time to suit you.
Items must be returned within 14 days from the date of receiving the order as per our terms of sale
After your item(s) have been returned to us, our customer service team will arrange a refund back to the original payment method. The collection charge for unwanted goods will be deducted from the total refund amount. The item must be returned in undamaged, unused condition, un-assembled – in original packaging. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise in accordance with these requirements.
Returns we advise sending special / tracked / signed for to ensure they arrive to the correct address. Customers are fully liable for returns they arrange to send back directly.
* Please note ATM Living do not accept returns on any made to order fireplace surround items.
** Please note ATM Living do not accept returns on any “pergolas” once they have been installed, unless deemed faulty by our professional / experienced technicians.
Faults
In the rare instance when an item is defective, you will need to contact ATM to make us aware within 48 hours of delivery via info@atmliving.com . We ask that where possible you provide digital photographs of the fault to assist in our assessment of the problem, and the best resolution for each individual case will be discussed. As per the Consumer Rights Act 2015, if your item is faulty, you are eligible for a free return if it is reported within 30 days of receiving delivery.
ATM will cover all costs of returns for faulty goods. All cases are dealt with by our team on an individual basis. Our team will contact you directly to discuss the next relevant steps.
Please note in some instances replacement parts are needed, and ATM will endeavor to source this as quickly as possible, however there are occasions where parts may need to be shipped / manufactured from overseas and this could take 4–12 weeks, but this is something that would be discussed with our team when this is reported.
ATM Living reserves the right to refuse a refund or return if not reported within the above timeframe, and/or in instances where the product has been misused or tampered with by a third party.
Installations
Installations carried out by our expert team includes the delivery, assembly, including any screens & louvered panels with a bolting down service available. Lead times for installation ranges from 4-8 weeks (of your pergola being in stock) , and we provide nationwide installs. Please contact our team to check our current lead times. Once you’ve placed your order online, ATM will contact you to book a convenient date to install your pergola as well as completing all relevant pre-installation paperwork If anything in the paperwork , once signed is not adhered to, it may incur an additional fee for our team to return.
Please be advised any installation charges does not cover future visits.
Please be advised we do not install the heaters.
Refunds
Please allow up to 5 working days for us to inspect any returned items for any defects. Once it has been confirmed that the item is in perfect condition and in undamaged original packaging, your order is updated immediately, and a refund will be processed. Once a refund is actioned, we advise it may take up to 7 working days to show in your account.
ATM gift cards are non-refundable.
Get in touch
Our customer service team are available to deal with any enquiries 5 days a week. Get in touch via email info@atmliving.com or phone 03303413410 The ATM Living Customer Service Phone Line is open 9am–5pm Monday to Friday, excluding Bank Holidays.
