Frequently Asked Questions

Items listed as ‘in stock’ are processed as soon as your order is placed. Orders are typically dispatched within 2–4 working days, with delivery taking a further 5–10 working days.

Smaller items are sent via DPD. You’ll receive your delivery date and a time window by email, and you can change the date using your tracking number.

Larger, palletised items are delivered by a specialist courier. We’ll contact you directly to arrange a convenient delivery slot.

We include free shipping on all items — even those eligible for next-day dispatch.

Yes. You have 14 calendar days to notify us that you wish to return an item, and a further 14 days to return it. Items must be in perfect condition with undamaged original packaging.

Email us at [email protected] with your order number and the items you’d like to return, and we’ll guide you through the process.

If you’re returning an item because you no longer want it, any return costs are your responsibility. A tracked service is required. We can arrange collection on your behalf, with the cost deducted from your refund.

Please report any damage within 72 hours of delivery. We’ll offer replacement parts or an exchange, and can arrange collection for a full refund if needed.

Empire Home & Garden Ltd, Polydon Park, Radiance Road, Doncaster DN1 2TE.

We allow 5–7 working days to inspect returned items once received. Approved refunds are processed immediately, with your bank taking up to a further 7 working days to post the funds.

Pergola dimensions may vary slightly from the advertised measurements. Please verify the exact dimensions on the product page before purchase.

Our installation service covers delivery, professional assembly, secure mounting and removal of all packaging, carried out by experienced technicians.

Installation on standard surfaces costs £500; installation on porcelain surfaces costs £750, available nationwide across mainland UK.

Installation is typically completed within 14 business days of order confirmation, subject to seasonal demand.

A minimum of two people, 3–4 hours of assembly time, suitable weather conditions and close attention to the instructions. The pergola must be securely mounted immediately afterwards.

Failure to properly mount your pergola immediately after assembly will void all warranty coverage.

Installation services are currently limited to UK mainland locations. Please contact us to discuss alternative arrangements.

Our service covers unboxing, careful assembly of all components and placement in your desired location, with everything securely fitted.

Available across mainland UK. Additional charges may apply for complex or large furniture pieces.

Email [email protected] or call 0330 043 4583 for a quote.

Our furniture and pergolas are designed for outdoor use, but we recommend using covers or storing items indoors during particularly harsh weather.

At least once every few months, or more frequently if items are exposed to dirt, dust or pollen.

Yes — wooden pergolas can be re-stained or painted to refresh their appearance. Ensure surfaces are clean and dry beforehand.

Store cushions indoors or in waterproof covers when not in use, and always clean and dry them thoroughly before storage.

Mild soap and water for general cleaning, following any product-specific instructions for different materials.

Browse the website, select your products, add them to your cart and proceed to checkout with your delivery and payment details.

All major credit and debit cards, including Visa, Mastercard and American Express, as well as Apple Pay and Google Pay, plus flexible finance options.

Yes. Once your order has been dispatched, you’ll receive a tracking number by email.

We offer certain customisable options on selected products. For bespoke enquiries, email [email protected].

Orders can typically be modified or cancelled within 24 hours of placement. Please contact [email protected] as soon as possible.

We currently operate mainly online, with our warehouse being our only physical location. We have plans for a showroom in the future.

Contact us immediately at [email protected] with your order details and photos, and we’ll arrange for the correct product to be sent.