Customer Service

Should you have any questions regarding terms & conditions or if you have a suggestion to make about our products or our service, you can contact our expert live chat team from Mon–Fri 9:00 am to 5:00 pm. You can always leave us a message and we’ll normally get back to you within a few hours. Alternatively, you can email us anytime ’24/7’ at carl@sgpgarden.co.uk or leanne@sgpgarden.co.uk

Online Showroom

Our website is our online showroom. You can visit us anytime ’24/7′ at www.gorillaclimbingframes.co.uk. You can browse our DIY ready-to-assemble collection and our accessories range.

Ordering Online

We have a secure website enabling you to purchase our products online anytime ’24/7′ using a debit or credit card, or PayPal. To keep track of all the items you’re considering purchasing, simply click on the shopping cart icon. This icon is conveniently located in the upper right portion of the website. Now you have found your perfect climbing frame, enter your personal details at checkout and make the secure payment. It’s that easy!

LiveChat, Email & Telephone Orders

All we need is your full name, address, email and contact phone number, and we will create an order for you and send you a secure payment link. You can pay using a debit or credit card (or PayPal). If you wish to place an order over the phone, please contact our live chat team and request a callback. We do not process telephone payments and will NEVER request payment details via live chat. Requiring payments to be made online, we can provide a more secure and private transaction experience for you

Availability

We use real-time inventory management systems to track our stock levels. If we do make a mistake, we will contact you as quickly as possible and endeavour to correct the error.

Pre-Orders

On occasion, we may have advance notification of new stock in manufacture. If appropriate, we may advertise this as being available for you to pre-order. In such an instance we will do our best to advertise an approximate arrival time for the stock. This date may change due us relying on third parties for raw material supply, processing, haulage and customs. If you choose to pre-order you may be able to pre-authorise the payment (debit or credit card/PayPal) or choose to pay upon arrival.

Price Changes


Every effort is made to maintain the prices indicated. We reserve the right to update products and prices without prior notice. The price displayed at the time of order is the price you will pay. In the exceedingly unlikely event that we make a pricing error, we will contact you. If you believe you have been overcharged for your order, simply contact our expert customer service team. Upon verification of the overcharge, we will promptly refund the difference to your original payment method. Your satisfaction is our priority, and we aim to handle these situations with efficiency and care.

Value Added Tax


Prices shown include UK VAT of 20%. We reserve the right to alter prices shown in this catalogue in the event of a change in the level of VAT.

Order Processing

Gorilla Climbing Frames are all hand-picked and packaged by our team in our warehouse in the Midlands. We normally process orders within 2-3 working days. We dispatch using various specialist carriers depending on the size and weight of the items being shipped. This may include pallet delivery. We will always aim to advice our customers of the service their goods are delivered with.

Delivery Service

Our courier will plan your delivery, and contact you directly via SMS (normally within 48 hours) to confirm the expected delivery date.

We operate various delivery methods, courier, a one-man kerbside delivery or an assisted two-man delivery service. The courier will offload the boxes from the van/lorry. In the case of a one-man kerbside service, the courier will not be able to take the boxes into your back garden or elsewhere on your property. They will unload them kerbside. For a two-man assisted delivery, the couriers will be able to place the goods on to your property – external delivery only – and within the realms of current health and safety guidelines. There is an assessment is made for each delivery. The courier will photograph the delivery to show it has been successfully delivered. It is the customer’s responsibility to dispose of any excess packaging (plastic wrap, cardboard or pallet).

Returns

If you are not completely satisfied with your product for any reason, we offer a hassle-free returns policy.

Simply inform us within 14 days of your intention to return the product(s), and send them back to us within 30 days in unused condition in the original packaging. The cost of the return is to be covered by the purchaser, our team can advise on return costs. These may vary depending on the type of delivery/courier service required to return your goods to us.

Aftersales Service

For speed and efficiency and to help us assist you with your order we request you have your order number to hand. If this is not available we can recall your order using your name or postcode. We are available to assist with assembly questions. In the unlikely event your delivery should arrive damaged or is missing parts please use this form to request replacements. You can also speak direct to the manufacturer using this link https://gorillaplaysets.com/contact-us/

Quality Control


To help us improve, some live chat, emails and calls are monitored and recorded.

SGP Garden Ltd

Gorilla Climbing Frames is owned by and is a trading name of SGP Garden Ltd. Registered in England & Wales 13774548.