Shipping policy

SteelRoots Delivery & Shipping Policy

At SteelRoots, we aim to provide reliable, clearly priced delivery of indoor gardening and hydroponic supplies. We use DHL eCommerce UK and Royal Mail, and choose the most suitable service or combination of services for the goods ordered. The delivery options and any charges applicable to your order will be shown at checkout before you pay.

SteelRoots is the trading name of Alpha Dynamic Ventures Ltd.

1. Delivery services and standard charges

  • Royal Mail Tracked 48 — £3.75: for eligible smaller parcels weighing less than 2 kg, subject to Royal Mail size, contents and compensation restrictions. Some small but high-value, fragile or otherwise unsuitable goods will be sent by DHL instead.
  • DHL tracked delivery — £8.50: our standard charge for an eligible UK mainland delivery requiring one normal-sized parcel, where free delivery does not apply. Oversized, overweight and special-destination deliveries may cost more.
  • DHL BagIt Large: may be used for suitable packages within the service's accepted weight and dimensions. Carrier selection is made by SteelRoots and does not necessarily appear as a separate checkout choice.

Delivery prices above refer to the standard eligible services; any additional charge for exceptional sizes, multiple parcels, remote destinations or optional services must be shown and agreed at checkout. We will not add an extra delivery charge after an order has been accepted without discussing it with you and obtaining your agreement.

2. Free delivery: one standard parcel allowance per £100 spent

Our standard free-delivery offer is available on eligible UK mainland deliveries and is based on the qualifying order value and the number of standard parcels required.

Every complete £100 spent earns one standard parcel delivery allowance:

Qualifying order value Included standard parcel allowances
Under £100 No free parcel allowance
£100–£199.99 1
£200–£299.99 2
£300–£399.99 3
£400–£499.99 4
Each further full £100 1 additional standard parcel allowance

A standard parcel must remain within the carrier's applicable weight, size and service limits. If an order needs more parcels than the number included in its free-delivery allowance, or requires a heavier, longer, oversized or special-service parcel, the additional eligible delivery costs may be charged.

We may use different carriers or split an order where this is more economical and suitable for the goods.

For a qualifying order to a remote-area, non-mainland or other surcharged destination, or one requiring out-of-gauge delivery, we apply an £8.50 standard-delivery contribution for each earned parcel allowance against the applicable delivery charges.

The balance, if any, is payable by the customer. Each allowance is applied once, cannot exceed the relevant delivery charge, and cannot be redeemed for cash.

Where several charges apply to one delivery, the applicable allowance is deducted from the combined eligible delivery charge, not separately from every surcharge.

Free standard delivery is not an entitlement to unlimited parcels or to premium, timed, Saturday, remote-area, oversized or overweight delivery at no extra charge. Your final agreed delivery charge must be presented before payment.

3. DHL postcode zones and geographical restrictions

DHL uses destination postcode zones to determine available services, delivery aims and potential surcharges.

Some places on the Scottish mainland fall within DHL's remote-rate zone, even though they are geographically on the mainland. The carrier's postcode classification determines which shipping conditions apply.

DHL eCommerce UK postcode map showing Zones A, B, C and D, including northern and island restrictions

DHL's supplied postcode-zone map for deliveries originating in England and Wales. Open the full-size map. Postcode boundaries, availability and restrictions may change; the carrier's applicable current postcode classification takes precedence.

Zone A — England and Wales

Generally all England and Wales postcodes.

Special exceptions: Isle of Wight (PO30–PO41) and Isles of Scilly (TR21–TR25) are subject to additional DHL island surcharges.

Zone B — Specified Scottish and border areas

DD, DG, EH, FK, G, KA (excluding KA27 and KA28), KY, ML, TD, AB1–AB16, AB21–AB25, AB30, AB39, PA1–PA19 and PH1–PH3.

Zone C — Northern Ireland

BT postcodes. Separate-zone delivery charges and service restrictions may apply.

Zone D — Highlands, islands and remote areas

AB31–AB38, AB41–AB56, HS, IV, KA27–KA28, KW, PA21–PA50, PA60–PA78, PA80, PH4–PH44, PH49–PH50 and ZE1–ZE3.

DHL's map also places the Isle of Man (IM1–IM9), Guernsey (GY1–GY10) and Jersey (JE1–JE5) in this zone. These destinations may have additional restrictions and customs requirements.

Some destinations may not be served by every delivery option. If a destination or item requires a service not available at checkout, we will contact you to discuss a suitable alternative before dispatch.

4. Weight, dimensions and unusual parcels

Carrier charges and acceptance rules are based on the packed dimensions and weight, not simply the weight shown on a product listing.

DHL may charge according to the greater of actual and volumetric weight. Its volumetric calculation uses package length × width × height in centimetres divided by 4,000, rounded up to the next full kilogram.

Normal DHL parcel pricing is based on parcels within the standard weight and size limits.

Overweight items, long grow-light boxes, large carbon filters, bulky tents, growing media and other awkwardly sized packages may attract additional charges or need more than one parcel.

Oversized and out-of-gauge services are subject to carrier acceptance. We cannot promise that every long or heavy item can travel on a standard service.

Where practical, we will consolidate goods into safely packed parcels. However, we may split goods between several DHL parcels, DHL BagIt and Royal Mail when that is safer or costs less than an overweight or oversized consignment.

5. Dispatch and estimated transit times

Order processing, dispatch and delivery are separate stages.

Dispatch means physically handing a parcel to the carrier; courier transit normally begins from the carrier's collection or acceptance scan, not when an order is placed or a label is printed.

Orders received outside working or collection hours, or containing goods requiring extra preparation or awaiting stock, may take longer to dispatch.

  • DHL: next-working-day delivery is an aim for eligible destinations after collection, not a guaranteed arrival time. DHL Zone D destinations typically take approximately 48–72 hours after collection and can take longer.
  • Royal Mail Tracked 48: aims for delivery in approximately 2–3 working days after dispatch. The service name does not guarantee delivery within 48 hours.
  • Timed and Saturday services: available only if specifically offered and agreed, potentially at an additional price.

Any quoted courier transit time, tracking estimate or delivery window is an estimate unless a specific guaranteed delivery commitment has been expressly agreed.

Delivery can take longer during Christmas and other busy periods, bank holidays, weekends, adverse weather, road or transport disruption, industrial action, carrier network disruption and exceptionally high parcel volumes.

DHL does not ordinarily collect from us at weekends or on bank holidays, and standard DHL deliveries do not operate on bank holidays.

These carrier service estimates do not change your legal rights regarding agreed delivery dates, non-delivery or late delivery.

6. Multiple parcels, couriers and tracking

One order may be dispatched in several parcels and may be carried by both DHL and Royal Mail.

Parcels may have different tracking references and may arrive on different days.

SteelRoots will not add a further charge after checkout merely because we decide to divide a confirmed order between couriers or parcels.

We provide tracking details when available. Tracking events and delivery estimates may update after collection or while the shipment is in transit.

Please ensure your shipping address, postcode and contact details are correct; changes after dispatch may not be possible.

7. Packaging, fragile goods and insurance

We select packaging and carriers based on the nature of the goods.

Liquids, glass, valuable goods and other items may be subject to carrier restrictions and require special packing or additional protection.

Any insurance or carrier cover purchased by SteelRoots is arranged by us; we do not add a separate insurance charge to your order.

Our arrangements with couriers or insurers do not affect your rights against SteelRoots as the retailer.

8. Late, missing, damaged or incomplete orders

If delivery is late, tracking has stopped updating, an item is missing, or goods arrive damaged, please contact info@steelroots.co.uk with your order number and a description of the problem.

For damage, please contact us as soon as reasonably possible and keep the packaging; photographs of the item, internal packaging, outer carton and shipping label can help us investigate promptly.

Courier claims have short internal notification periods, so early contact helps us report an issue.

Those courier deadlines do not reduce your statutory consumer rights.

Where SteelRoots arranged your delivery, we remain responsible for fulfilling our obligations as the retailer and for dealing with lost, damaged or undelivered goods as required by law.

You do not have to pursue the courier yourself.

9. Customer assistance and legal rights

For delivery questions, contact info@steelroots.co.uk. Please include your order number and delivery postcode.

Nothing in this policy limits your statutory rights under applicable UK consumer law, including your rights if goods are not delivered within an agreed timeframe or arrive damaged.

See also our Refund Policy and Terms of Service.