Large and heavy machines cannot be sent by ordinary parcel carrier. They travel on a pallet with a dedicated freight carrier, and freight delivery works differently from parcel delivery. This Freight Shipping Policy explains exactly how it works so there are no surprises on delivery day. It should be read together with our Shipping Policy.

Which Items Ship by Freight

An item ships by freight when its packed weight or size exceeds parcel carrier limits. This typically includes:

The delivery method for your item is confirmed in your dispatch email. Smaller machines such as Mini Chainsaws, Hedge Trimmers and Grass Trimmers & Garden Cutters are sent by standard parcel carrier.

Freight Delivery Time

Stage Timescale
Order cut-off 2:00 PM (GMT/BST), Monday to Friday
Processing and pallet preparation 1–2 business days
Transit (UK mainland) 2–4 business days
Total delivery time (UK mainland) 3–6 business days
Delivery cost Free kerbside delivery across the United Kingdom

Freight items use exactly the same delivery service and the same 3 to 6 business day timescale as everything else we sell. There is no separate freight lead time, no surcharge and no extra transit time for any UK postcode. All orders are delivered within 30 calendar days of the order date at the latest. See our Shipping Policy for the full timescale table.

The Carrier Will Call Before Delivery

Freight deliveries are always booked in advance. The carrier contacts you by phone or SMS, normally 24 to 72 hours before delivery, to agree a delivery date and a time window of approximately 2 to 4 hours.

Please supply a mobile number you actually answer when you place your order. If the carrier cannot reach you within 3 business days of the consignment arriving at your local depot, the pallet is held at the depot and storage charges may begin to apply.

What Kerbside Delivery Means

Free freight delivery is kerbside delivery. The driver will:

  • Bring the pallet to the nearest safe, firm and accessible point at the kerb or the edge of your driveway
  • Lower it to ground level using the vehicle’s tail lift and a pallet truck
  • Obtain your signature on the proof of delivery

The driver will not:

  • Carry the item into a garage, garden, shed, outbuilding or upstairs
  • Cross gravel, grass, steps, slopes or unmade ground with a pallet truck
  • Unpack, assemble, install, commission or test the machine
  • Remove the pallet or packaging waste

Assembly and commissioning are covered separately in our Assembly & Installation Policy.

What You Need to Arrange

Before your delivery date, please make sure that:

  1. A responsible adult aged 18 or over is present. Freight items cannot be left unattended and cannot be left with a neighbour.
  2. The delivery vehicle can reach the address. Freight vehicles are typically 7.5 to 18 tonnes and up to 12 metres long. Tell us at the time of ordering about narrow lanes, low bridges, weight limits, height restrictions, gated estates, permit parking, red routes or restricted access hours so we can arrange a smaller vehicle where possible.
  3. You can move the item from the kerb. A boxed ride-on mower or steel cabinet can weigh well over 100 kg. Please arrange a second person, a sack truck or suitable equipment in advance.
  4. The delivery area is clear. Move parked cars, bins and obstacles before the time window begins.

Inspecting a Freight Delivery

You have the right to inspect the pallet before you sign. Please do so — it takes two minutes and protects your claim.

  1. Walk around the pallet and check the shrink wrap, corners, edges and base.
  2. Look for crushing, punctures, tears, water staining, oil leaks or a broken pallet.
  3. If anything looks wrong, write “DAMAGED — SUBJECT TO INSPECTION” on the carrier’s proof of delivery or handheld device before signing, or refuse the delivery outright.
  4. Photograph the pallet before and after unwrapping, including the shipping label.
  5. Email the photographs to info@vorigon.com with your order number within 48 hours of delivery.

Signing a proof of delivery as “clean” or “unchecked” makes a transit damage claim much harder to pursue with the carrier. If you report damage within 48 hours, Vorigon arranges a free replacement or a full refund at your choice and covers all collection costs. The full procedure is set out in our Refund & Return Policy.

Missed Appointments, Redelivery and Storage

Freight carriers charge for wasted journeys. Where a delivery fails for a reason within your control — nobody present at the agreed appointment, access not possible on arrival, or the delivery refused without a valid reason — the following charges apply:

Situation Charge
Missed appointment / failed delivery attempt £45 per attempt
Depot storage after 3 business days £12 per pallet per day
Return of an undelivered pallet to our warehouse £79 – £129 depending on the region

These charges are deducted from your refund if the order is subsequently cancelled. They do not apply when the failure is the carrier’s fault, when the carrier did not attempt to contact you, or when you exercise your statutory cancellation rights before delivery under our Order Cancellation Policy.

Returning a Freight Item

Freight items can be returned. Please do not send a pallet back through your own courier — we arrange the collection so the item is insured and handled correctly.

  • Change of mind: you pay the return freight cost, quoted to you before collection and typically £59 to £129 depending on your region and the size of the item. The item must be repacked on its original pallet in its original packaging.
  • Damaged, defective or incorrect item: Vorigon pays the full collection cost. You pay nothing.

Return windows, restocking deductions and refund timescales are the same as for parcel items and are set out in our Refund & Return Policy.

Keep the Packaging

Please keep the pallet, the box and all internal packaging for at least 30 days after delivery. If you return an item within the cancellation period, it must be repacked securely for freight transit. Items returned loose or in unsuitable packaging can arrive damaged, and any reduction in value may be deducted from your refund.

Related Pages

Contact Details

  • Store Name: Vorigon
  • Website: Vorigon.com
  • Address: 23 Wharfside, Rosemont Road, Wembley, HA0, United Kingdom
  • Phone: +44 20 3996 1739
  • Email: info@vorigon.com
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST). Closed on weekends and UK public holidays.
  • Chat Support: Available 24/7 through the live chat window on Vorigon.com

You can also reach us through our Contact Us page. We reply to every email within 1 business day.