Shipping policy

Shipping & Delivery

The front door is the closest access point to your house, and the shipping service will deliver your goods there. Due to safety restrictions, transporters are not allowed to transport your goods elsewhere on your premises.

Heavy or palletized cargo will not be moved up the stairs.

Drivers are required to leave pallets on nature's strip if there are blocked pathways, such as steps or stairs.

Please make arrangements in advance for both moving the pallet inside your building and installing it.

The delivery person is not required to assist you to bring the item inside or onto your driveway. They are not obligated to assist you. You, the purchaser, are responsible for these specialised services. If the item is not immediately delivered to the customer, we are not responsible for any storage or redelivery fees that may arise. 

If the customer does not arrange for a redelivery or pick up the freight at the collection point within 7 days, the freight will be returned to our warehouse at the customer's expense.

Water Features Adore is not responsible for changing the product's original shipping address, and any fees related to the change are the customer's obligation.

Please be aware that very large and heavy things will need to be moved from the curbside to the designated spot using a forklift. An excellent source for this is a nearby builder or landscaper.  

In no event shall Water Features Adore be responsible for or refund the cost of installation.

We advise you to enter "Authority To Leave" in the cart checkout comments box to avoid travelling to the depot or paying redelivery fees.

We are unable to add authority to leave instructions after an order has shipped. 

If you choose an authority to leave, keep in mind that the courier or Water Features Adore cannot be held liable if the freight goes missing from your premises after it has been delivered.

PO Boxes are not accepted for delivery 

Please be aware that there can be a delay of 4–8 weeks depending on the availability of fountains. If you need your order right away, please get in touch with us to check on availability before making a purchase. 

Deliveries of made-to-order items could take several weeks at the very least. For an estimated timeline, please get in touch with us.

Cancellation Policy

Any cancellation of an order must be made within the first 24-48 hours of the purchase being placed. If the item(s) has already left our warehouse and you wish to cancel your order please contact us. A restocking fee of 15% plus any initial and return shipping costs will be payable by the customer if the manufacturer has already started processing the order.

PLEASE NOTE that owing to the unique nature of any made-to-order, custom, or personalised items, they cannot be returned.