Information, guides and frequently asked questions page.
Here at Empire we understand that installation and after care of your purchase is just as important as the purchase itself. If you want any further infomation that you cant find the answer to below. Please get in touch via our contact page
What are my delivery options?
24hr dispatch delivery:
For all items listed as dispatched next day, these are held and shipped from our own warehouse. Order placed before 2pm will be processed the same day. They will be ready for first class delivery the following working day, and will usually arrive 2-4 days from the date ordered.
All other orders:
The ensure Empire has a wide range of products and keep our overheads low, and our prices competitive, we offer a large range of products which we ship directly from our suppliers. These will be advertised as ‘in stock’ which means we process the order as soon as it arrives, and our suppliers fulfill the shipment directly to your door. These items will usually be dispatched within 2-4 working days of placing the order. Shipping can range between 5 – 10 working days.
Delivery time and date:
Small items:
For small items that can be delivered with DPD you will receive an email with delivery date and time. You can change the date of delivery via your DPD tracking number.
Larger items:
For palletised items we will either contact you directly to arrange the best delivery slot for you, or we will pass your number to our courier to arrange with you directly.
Delivery Prices:
All items:
We include free shipping on all items, even if its eligble for next day dispatch!
Can I return an unwanted item?
If you have ordered and received an item that you no longer require, you have 30 calendar days to notify us that you wish to return it. You then have a further 14 calendar days to ensure the returned item is received by us. It is important that any items you return are in perfect condition with their undamaged original packaging in order to receive a refund.
How do I return something?
Please contact us by emailing us directly at [email protected] including your order number and the items you wish to return.
Who covers the cost of returning an unwanted or faulty item?
Should you wish to return an item to us due to no longer wanting it, any costs incurred are your responsibility. It is essential that any items returned are sent on a tracked service. We cannot accept responsibility for items where proof of delivery cannot be provided. You can also request us to arrange a collection of the unwanted item; any costs incurred will be deducted from the final refund amount.
Damaged or faulty item?
In the unlikely event that you receive your items and discover that they are faulty or damaged upon delivery, we ask that this is reported to us within 72 hours of delivery. We will endeavor to offer replacement parts or replace components with new stock items. If you wish to return the items, we will arrange for the goods to be collected for a full refund. We are unable to process claims for damaged or faulty items reported after 72 hours of delivery has elapsed.
Where do I return my items to?
Please return to our warehouse: Empire Home and Garden ltd, Polydon Park, Radiance Rd, Doncaster DN1 2TE
How long will my refund take?
As soon as your returned items are received at our warehouse, we allow 5-7 working days to inspect returned items for any faults or damages.
Once our warehouse confirms that the items are in perfect condition and in undamaged original packaging, a refund will be processed to the original payment method used when the order was placed (i.e. credit card, debit card, or finance option).
Although we action refunds immediately, depending on your bank/finance provider, it may take up to 7 working days to show in your account.
Empire Home and Garden Store
Important Notice: Pergola dimensions may vary slightly from advertised measurements. Please verify exact dimensions on the product page before purchase to ensure proper fit. For assistance, contact us at [email protected].
Empire Home and Garden provides comprehensive professional installation services throughout the UK, ensuring your pergola is assembled and mounted safely by qualified technicians.
Professional Installation Service
Available nationwide across the UK
Standard surfaces: £500
Porcelain surfaces: £750
Our complete installation service includes delivery, professional assembly, secure mounting, and packaging removal. All work is carried out by experienced technicians to manufacturer specifications.
Prior to installation, our team may conduct a thorough site assessment, evaluating wall structure, clearances around windows and doors, utilities, and potential obstacles.
We may request photographs and measurements to confirm installation feasibility before scheduling.
Standard installation timeframe is within 14 business days of order confirmation, subject to seasonal demand.
Note: Proper mounting is essential for safety and warranty compliance.
Self-Assembly Option
Many customers choose to assemble their pergolas independently. Self-assembly requires:
- Minimum of two people for safe handling
- 3-4 hours assembly time
- Suitable weather conditions (dry, calm conditions recommended)
- Careful attention to assembly instructions
Mandatory Requirement: Pergolas must be securely mounted immediately following assembly. Failure to properly mount your pergola will void warranty coverage.
Ground Preparation Requirements
Stone, Concrete, or Block Paving
Suitable for standard mounting when laid on solid concrete foundations. Surfaces on loose substrates or with compromised bonding require foundation reinforcement before installation.
Porcelain Tiles
Requires solid concrete bed foundation. Installation utilizes specialized diamond drill bits to prevent surface damage. Alternative mounting solutions may be necessary for non-standard configurations.
Decking & Composite Decking
Generally suitable with adequate structural support. We recommend 40x40x40cm concrete foundation pads beneath each pergola leg to accommodate natural timber movement and ensure long-term stability.
Soft Surfaces (Grass, Artificial Grass, Gravel, Soil)
Requires mandatory installation of 40x40x40cm concrete foundation pads, embedded minimum 40cm below ground level for secure anchoring.
Disclaimer: Empire Home and Garden accepts no liability for property damage during installation or costs associated with delivery or assembly delays beyond our control.
Frequently Asked Questions
Q: Do you provide installation services outside mainland UK?
A: Installation services are currently limited to UK mainland locations. Please contact [email protected] to discuss alternative arrangements.
Q: What are the consequences of not securing my pergola after assembly?
A: Failure to properly mount your pergola immediately after assembly will void all warranty coverage.
Q: What options are available if my patio surface is unsuitable for standard mounting?
A: We can provide concrete foundation pad installation (40x40x40cm) on a quotation basis. Each site requires individual assessment for accurate pricing.
Furniture Assembly & Installation Service
At Empire Home and Garden, we offer professional furniture assembly and installation services to help you set up your new pieces quickly and safely. Whether you’ve purchased a stunning outdoor lounge set, dining table, or bespoke furniture, our experienced team is here to ensure everything is assembled correctly and securely.
Our furniture assembly service includes unboxing, careful assembly of all components, and placement in your desired location. We also ensure that all parts are correctly fitted, and where applicable, we can assist with securing furniture to prevent movement or stability issues.
For outdoor furniture, we recommend selecting our assembly service to save time and avoid potential mishaps. We serve customers nationwide, providing reliable and efficient service to make your furniture installation hassle-free.
Please note:
- Our service is available across the UK mainland.
- Additional charges may apply for complex or large furniture pieces.
- We recommend confirming all parts are present before assembly.
If you prefer to assemble your furniture yourself, we provide detailed instructions to assist you, but our professional team is always available to help ensure your furniture is assembled to the highest standards.
Contact us today at [email protected] or give us a call on 0330 043 4583 to schedule your furniture assembly or for a no-obligation quote!
Furniture and Pergola Care & Maintenance
To keep your Empire Home and Garden furniture and pergolas looking their best for years to come, regular maintenance is essential. Proper care not only preserves the appearance but also extends the lifespan of your outdoor investment.
Furniture Care & Maintenance
Our high-quality outdoor furniture is designed to withstand the elements, but some routine upkeep will help maintain its beauty and durability.
- Cleaning: Use a soft cloth or brush with mild soap and water to clean the surfaces regularly. Avoid harsh chemicals or abrasive cleaners that can damage finishes.
- Protection: During winter or periods of heavy rain, cover your furniture with weatherproof covers or store it indoors if possible.
- Upholstery: Remove cushions when not in use to prevent mold and mildew. Clean fabric covers according to the manufacturer’s instructions.
- Metal & Wood: For metal frames, check for signs of rust or corrosion and treat with appropriate rust-proofing products. Wooden furniture may need occasional oiling or sealing to keep the wood in optimal condition.
Pergola Care & Maintenance
Your pergola is built to last, but a little upkeep will ensure it stays sturdy and attractive.
- Cleaning: Gently wash the frame with water and a mild detergent. Avoid high-pressure washers which can damage the finish.
- Inspecting: Regularly check for loose bolts or fittings and tighten as needed.
- Protection: During harsh weather, especially winter, consider applying a protective sealant or cover to prevent weather-related damage.
- Wood Pergolas: If your pergola is wooden, treat the wood annually with a weatherproof stain or sealant to protect against moisture and UV rays.
- Aluminium & Metal Pergolas: Check for signs of rust or corrosion, and treat or repaint if necessary.
General Tips
- Avoid leaving heavy objects on furniture for extended periods to prevent warping or damage.
- Keep an eye out for signs of wear or damage, and contact us for repairs or replacement parts if needed.
- Follow the specific care instructions provided with your product for the best results.
Need advice on cleaning products or repair services?
Contact us at [email protected] – we’re here to help keep your outdoor space looking stunning!
FAQ’s
Can I leave my furniture or pergola outside all year round?
Yes, our furniture and pergolas are designed for outdoor use. However, for prolonged harsh weather, it’s recommended to use covers or store items indoors during winter or extreme weather conditions to preserve their appearance and durability.
How often should I clean my furniture and pergola?
We recommend cleaning your furniture and pergola at least once every few months or more frequently if exposed to dirt, dust, or pollen. Regular maintenance helps prevent deterioration and keeps your outdoor space looking pristine.
What should I do if my furniture or pergola shows signs of damage?
Contact us at [email protected] for advice. We can assist with repairs, replacement parts, or professional maintenance services to extend the life of your outdoor products.
Do you offer any warranties on your furniture or pergola maintenance products?
We provide warranties on our products against manufacturing defects. For maintenance products, follow the manufacturer’s instructions for proper use and care. Contact us for specific warranty details related to your purchase.
Can I repaint or re-stain my pergola?
Yes, wooden pergolas can be re-stained or painted to refresh their appearance. Ensure the surface is clean and dry before applying a suitable weatherproof stain or paint. For metal pergolas, touch-up paint can help prevent rust.
How do I prevent mold or mildew on cushions and fabric furniture?
Store cushions indoors or in waterproof covers when not in use. Clean fabric according to the manufacturer’s instructions and allow to dry thoroughly before storage to prevent mold growth.
What products are recommended for cleaning and maintenance?
We suggest using mild soap and water for general cleaning. For specific materials, consult the product instructions or contact us for recommended cleaning supplies suitable for your furniture or pergola.
Who can I contact for professional maintenance or repairs?
Reach out to us at [email protected] for advice, repairs, or to arrange professional maintenance services. We’re here to help you keep your outdoor living space in top condition!
How do I place an order?
You can browse our website, select your desired products, and add them to your shopping cart. When you’re ready, proceed to checkout where you’ll be prompted to enter your details and payment information to complete your purchase.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, and American Express. Additionally, we offer flexible finance options for qualifying customers to make your purchase more convenient.
How long will my order take to arrive?
Delivery times vary depending on your location and the product ordered. Most items are shipped within 3-7 business days, with delivery taking an additional 3-5 days. For larger or customized products, please check the product page for specific estimated delivery times.
Do you offer any discounts or promotions?
Yes! We regularly run special offers and seasonal discounts. To stay updated, sign up for our newsletter or follow us on social media for exclusive deals and promotions.
Can I track my order?
Absolutely. Once your order has been dispatched, you will receive a tracking number via email. You can use this number to monitor your shipment’s progress until it arrives at your door.
Do you offer custom or bespoke furniture options?
We do offer certain customizable options on selected products. If you’re interested in bespoke furniture, please contact us at [email protected] to discuss your specific requirements.
What is your policy on damaged or faulty items?
If your order arrives damaged or with a fault, please contact us within 72 hours of receipt. Send us photos and a description of the issue, and we will arrange for a replacement, repair, or refund depending on the situation.
How do I care for my outdoor furniture or pergola?
Regular cleaning with mild soap and water will help keep your furniture looking its best. Covering your items during harsh weather or storing them indoors during winter is recommended to prolong their lifespan. For detailed care tips, visit our Care & Maintenance page.
Can I modify or cancel my order after placing it?
Orders can typically be modified or canceled within 24 hours of placement. Please contact us immediately at [email protected] if you need to make changes or cancel your order.
Do you provide installation services?
Yes, we offer professional installation and assembly services nationwide. Contact us for a quote and to check availability in your area. Our team will ensure your outdoor setup is secure and expertly installed.
Do you have a showroom I can visit?
Currently, we operate mainly online with our warehouse being the only brick and mortar property at present. A showroom is in our long term goals, so watch this space!
What should I do if I receive the wrong item?
If you receive an incorrect item, please contact us immediately at [email protected] with your order details and photos of the item received. We will arrange for the correct product to be shipped to you promptly.