Frequently Asked Questions

Quotations, Orders & Cancellations

How long is my quotation valid?
All quotations are valid for a period of 28 days from the date specified on the quotation.

• When will my order/s be official?
  All orders will be deemed as accepted when a written acknowledgement has been issued by Schoolscapes.
• Can I change my order after I have placed it?
  You can amend orders for standard products up to eight (8) days from the date of order by completing a ‘Variation Order’ form which is available through our sales department.

Am I able to purchase products for International delivery?

• If you want delivery in the USA and Canada you can order goods to be delivered through schoolscapes.com.
• For all other international purchase and delivery requirements, we are able to supply international customers through our partners CES Holdings.

Which currencies can I use to buy products?
schoolscapes.co.uk Is a UK based website. We operate in Pounds Sterling and cannot provide any guidance on currency conversion.

What exchange rate will I get if I purchase using a credit card from outside the UK?
The purchase on our UK website will be will be made in pounds Sterling. Your credit card provider or bank will determine the exchange rate. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.

How long do I have if I want to cancel my order?
An order for standard products may be cancelled up to eight (8) days from the date of order without cost.

What happens if I don’t cancel within the set time?
Cancellations advised later than eight (8) days are subject to a cancellation charge.

Can I cancel an order for modified or bespoke products?
Orders for products designed or modified to customer’s specifications may only be cancelled by paying 70% of the product price.

Payment options

• Schools and Councils
  Terms: 14 days, payment through Bacs or cheque.
• Trade Customers (Trade customers; Independent Nurseries and Domestic)
  Terms: Payment on Pro-forma Invoice through PayPal, Cheque, Card Payments (phone) and Bacs.
• Account Trade Customers
  Terms: 30 days, payment through Bacs and cheque.
• Private Individuals
  Terms: Payment on Pro-forma Invoice through PayPal, Cheque, Card Payments (phone) and Bacs.

Privacy and Security

• How do you ensure my privacy?
  Card payments are taken over the phone. Schoolscapes take our customers private financial information very seriously, only Authorised personnel have access to customers’ sensitive financial information. We adhere to the Data Protection Act.  All card information is destroyed once payment has been taken.

Delivery

• What are your delivery charges?
  In order to keep delivery charges to a minimum level we require all internet purchases to contact us to confirm delivery lead times and charges. Please note that all deliveries outside of the UK Mainland (Scottish Highlands [all IV postcodes and PA34 postcodes] and upwards; Northern Ireland and Channel Islands) will be subject to additional surcharges.

What are your delivery services?

• Supply-only deliveries
  Standard deliveries are 1 man, curb side deliveries. And the delivery driver may require assistance offloading heavy and/or bulky items.
• Special Delivery Services
• Dedicated timed and two person deliveries can be quoted on request.

Please note that some items may be bulky and/or heavy and are recommended as a two person lift.

What must I do when I receive my delivery?

• You must inspect the goods prior to accepting them from the delivery company.
• Any breakage, damage or shortage must be advised to Schoolscapes within 48 hours (2 working days) of receipt of the Goods.
• You must then carry out a thorough inspection of the Goods within 48 hours (2 working days) of delivery and give written notification to Schoolscapes within 5 working days of delivery of any defects which a reasonable examination would have revealed.

What must I do if my Goods are damaged?

• Any outwardly visible damage to the Goods or packaging must be noted “Damaged in Transit” on the delivery company’s receipt documentation and advise Schoolscapes of the problem within 48 hours of receipt of the Goods.
• Please note that acceptance of any claim for Goods damaged in transit will be conditional on such notification being given to the carrier at the time of delivery.
• You must not refuse the delivery of damaged goods without obtaining express permission from Schoolscapes to do so.

What happens if I’m out when you deliver?
If you fail to take delivery on the agreed delivery date, you will be charged for re-delivery of the goods.

What are your delivery times?
Schoolscapes will use its best endeavours to deliver at the time stated, but delivery dates and times shall be regarded as estimates only. Schoolscapes does not guarantee that goods will be delivered by such date or accept liability for failure to meet the date.

What happens if items are missing from the delivery?

• If short delivery does take place, you must not reject the goods but accept delivery as part delivery.
• Make a note of which items are missing on the delivery company’s receipt documentation and contact Schoolscapes to advise us that your delivery was short.

What happens if I enter the wrong address for delivery?
Our system will not check the address you enter, so it is important that you enter the delivery address carefully. You will be responsible for giving Schoolscapes clear and accurate instructions as to the place of delivery and warrant that suitable access to the delivery address will be provided.

What happens if I enter the wrong address for delivery outside the UK?
Our system will not check the address you enter, so it is important that you enter international delivery addresses carefully. If the postcode/zip code or any part of the address is entered incorrectly, delays or delivery failures may result.

Am I able to purchase products for International delivery?

• If you want delivery in the USA and Canada you can order goods to be delivered through schoolscapes.com.
• For all other international purchase and delivery requirements, we are able to supply international customers through our partners CES Holdings.

Installation

What must I do if I need to make a changes during Schoolscapes Installation?

• Any variations during or prior to installations must be communicated to Schoolscapes prior to any variation works commencing.
• A variation Order Form must be completed and Schoolscapes will then price any variation works.
• The Variation Order form will then be signed as accepted by the customer before any variation work can commence.
• These procedures have been included in order to protect you from any unauthorised changes to agreed installations which may result in health and safety implications.
• Failure to adhere to this procedure will result in penalty charges being levied at day work rates.

How does self assembly and installation affect product warrantees or guarantees?

• Schoolscapes will not accept liability for any damage to goods assembled after 30 days from delivery date, or in the event that storage has not been within reasonable conditions and correct storage advice has not been adhered to where timber warping, shrinkage and cracking may have been caused.
• Any modification by the customer to Schoolscapes products and /or components will invalidate any warranties and guarantees.

Should you have any queries regarding installation, please contact our after sales service team who will be happy to assist you.

How do I store my Timber products or components?

• Timber/wood expands and contracts/shrinks due to humidity as part of the natural movement of wood and can incur air cracking, warping and shrinkage if stored incorrectly.
• Wood/timber products should be stored flat; away from heat, in a cool, dry, covered area for a maximum period of 30 days.

Product Information

What is a product code?
A product code is the code/number assigned to each product supplied through Schoolscapes  for easy identification and can be referenced in our product catalogues.

Where do I get Assembly & installation instructions?
All products for self installation are dispatched with full assembly and installation instructions which are attached to the fixings kit in your delivery.

Will I receive product maintenance instructions?
General product maintenance instructions will be sent to you attached to your invoice.

Managing ‘My Project’

What if I forget my password?
Don’t worry! From the ‘My Project’ sign in page, enter your email address and then click the ‘Forgotten Password’ link. We’ll send you your password.

Wish Lists

What is a wish list?
It is a list of all the products you would like to include in your playground or school grounds.

How do I create a wish list?
You can create your wish list by choosing items from our website of all the equipment you are interested in. At this stage you might like to involve the children who will eventually be using the playground, get their opinions on how they like to play and what they would like to have in the playground. You can then write the list out in order of priority.

Useful information

What must I do if I have technical questions?
Please feel free to contact us for any technical information or assistance you may require on your purchase.

Where can I find your Terms and Conditions?
You will be able to find our full Terms and Conditions on our website by simply clicking this link. This section includes details on our Warranties and Guarantees.