Terms & Conditions Header Photo

Terms & Conditions

The following terms and conditions explain your rights as a customer of Trellis Direct.

By ordering from Trellis Direct you agree to be bound by these terms & conditions,
so please take the time to read them before placing an order.


Order and Payment

1. Order confirmation

2. Payment

3. Customer Details

4. Security


1. General Delivery Information

2. Delivery Charges

3. Special Delivery Requirements

4. Working days

5. Delivery Expectations

6. Delivery Address

Complaints and Damaged Goods

1. Damaged goods

2. Complaints procedures

Competitions & Promotions

              ​1. 'Send us your photos'

              2. 'Win £250 to spend at Trellis Direct'

              3. '£10 off when you join us on Facebook' 


1.  Spam

2.  Cookies

3.  Data Protection

Order and Payment

1.    Order Confirmation

Your order will be checked and processed as soon as it is received in our office, during our opening hours of 9am to 5pm, Monday to Friday.

You should receive an automated confirmation email if payment etc. is successful. Please contact us if you do not receive this. We will contact you to confirm delivery at least 24 hours before your delivery is scheduled. If your delivery details have changed, you wish to leave special delivery instructions or would like to re-schedule your delivery, it is your responsibility to inform us in good time.

Please note that we aim to deliver to you within 2-4 weeks (or 4-6 weeks with the free delivery promotion). Orders received after 5pm on Fridays will be processed on the following Monday and lead times calculated as so.

By placing an order, you accept the following terms and conditions.

2.    Payment

When buying items directly from the website, immediate payment is required to complete your order. When ordering by other means, your order will be confirmed once we have processed your payment.

  • Payment Methods accepted include: Visa, Visa Electron, MasterCard, Maestro, Switch & Paypal.
  • We also accept pre-payment by cheque or BACS, but please note your order will not be processed until payment has cleared. Please make cheques out to 'Trellis Direct'.

4.    Customer Details 

Your customer details will not be passed on to any other party at any time.

We may, however, like to contact you to keep you informed of new developments within our own service, new products, ideas and promotions. If you do not want this service please contact us via either email or phone, stating that you do not wish to be contacted. 
On receipt of your request your name will be withdrawn from our marketing list. 

5.    Security

  • All card payments are processed through SecureTrading, who supply us with a secure online payment system that guarantees that your personal details and transactions are secure. 
  • SecureTrading are fully accredited as a Level 1 PCI DSS compliant provider, the highest level of compliance under the Payment Card Industry Data Security Standard (PCI DSS) which is essential to all businesses who take card payments from their customers.


1.   General Delivery Information 

Here at Trellis Direct we offer efficient and safe delivery on all products ordered. Depending on the order, we use either a professional and secure pallet delivery service, our own van and driver or Royal Mail to transport our goods. The items you order will determine the delivery method used.

You can view all our delivery options via the Delivery Information page.

Small items with free postage may be sent via Royal Mail and should take between 3 – 5 days to arrive from date of postage.

Items should be signed for on delivery. If there is a possibility that somebody other than you might sign for your delivery at your address, it is your responsibility to ensure that they are aware of the terms and conditions. If you wish to have your items left in a secure place and therefore without a signature to confirm receipt, Trellis Direct cannot be held responsible for any loss or damage caused as a result. 

Please note that orders received after 3pm will be classed as received the next working day, and delivery dates will be calculated accordingly.

We offer delivery to most parts of the United Kingdom. If you cannot find an option for delivery to your specific location, please contact us and we will find you a best value delivery price.

We endeavour to fully inform you of delivery schedules, however, any dates we specify for the delivery of goods are approximate only and we cannot be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of your item, as this is sometimes out of our control.

In the event that a delivery has to be returned to us due to no one being at the address to receive it and where no alternatives have been specified, you may incur extra charges for re-delivery of your items. This will be at our discretion.

2.   Delivery Charges

Delivery charges are not included in the price unless otherwise stated.

Some items, where stated, include free delivery. For all other orders, you may choose your delivery method at the checkout. Please note that items which qualify for free delivery may be sent out separately to items that require payment for dispatch.

3.   Special Delivery Requirements 

We will always do our best to ensure that the service you receive is convenient for you. If you have any special requirements or wish to discuss other arrangements, please do not hesitate to contact us and we will endeavour to meet your needs.

4.   Working Days 

Working days are Monday to Friday, as are delivery days. However, as above, please contact us if you wish to discuss other options and we will be happy to help.

5.   Delivery Expectations 

Please note that we expect the recipient (or someone at the address) to be able to receive and sign for the delivery. If you will not be available to receive your delivery on the date stated, you must let us know at least 24 hours prior to delivery by phone and/or with email confirmation, that you wish to change the delivery date or want to arrange for the item to be left in a specific place or at an alternative address specified by you.

Once you have done this, you accept full responsibility for the safety and security of your goods. Neither Trellis Direct, nor the designated courier company will be held liable for any theft, damage or loss in this instance.

6.   Delivery Address 

We offer a professional delivery service and to achieve our greatest efficiency we require full and concise address details. It is most important for every order to contain the formal name of the recipient with title, plus full address details. We will also require a telephone number for the recipient. 
If the recipient is staying with another person who actually lives at that address, or wishes for their delivery to be left with a neighbour or otherwise, we require the full name of the person who lives there. We would address as Mr J Smith, c/o Ms P Jones. We cannot be responsible for problems which occur as a result of incorrect or invalid information given. 

Complaints and Damaged Goods

1.   Damaged Goods 

In the unlikely event of goods being received which appear to have been obviously damaged in transit; especially where the packaging may be crushed, please do not accept the parcel and sign for it as "Damaged”. The items will be returned to us and we will contact you immediately. If you do accept the goods in a damaged condition and do not contact us within 24 hours, it is nearly impossible for us to offer you compensation due to constraints in our goods in transit insurance.

2.   Complaints Procedures 

Obviously we would love to hear from you if you have any positive comments or feedback at all (please visit our Feedback page). However, in the unlikely event that you wish to make a complaint about any aspect of our service, please contact us, stating the following: 

  • Your order number.
  • Your name as it appears on your order.
  • Delivery date.
  • A brief outline of the problem.

Competitions & Promotions



1.    Spam 

In accordance with the 'Privacy & Electronic Communications Act - December 2003' we will not pass your personal information onto any third parties without your permission. We may contact you regarding your enquiry within 12 months of your initial contact and with promotional material relevant to Trellis Direct only. If you wish to abstain from further email contact please contact us stating ‘unsubscribe’ as your enquiry subject.

2.    Data Protection Act

Trellis Direct conforms to the requirements of the Data Protection Act, 1998.



Other Pages

Have a question for us?

Contact the Trellis team
Mon - Fri (9am-5pm) on:

08454 96 96 49

Website Hosted by AW Design Ltd