Frequently Asked Questions

Your Account

Do I have to create an account?

No, we offer guest checkout which means you don’t need to create an account to be able to order from us. We only require a valid email address at checkout to send you an email confirmation, and a delivery address.

 

Discounts/Offers

Why is Garden Rewards Not Working?

After you have entered your delivery address, you should be taken into the Shipping method stage. If the free delivery hasn’t been automatically added at that stage, please wait a few minutes and it should come through. We also recommend you simply refresh the page by pressing F5 on PC or pressing Command and R simultaneously on Mac.

 

Whether you are a new or returning customer, once you have joined our garden rewards then you have unlimited next day delivery on any orders of your orders over $100.

Can I get someone to install the structure for me?

At Agriframes, we want to offer our customers the best service possible, which is why we offer an on-site installation service - particularly useful for larger structures along with our unique, made to measure products. Simply call us with your postcode and the product you require installing we will give you an installation quotation and a date. Our experienced team will arrive with all the kit and set up your frame in your garden!
To find out more about this specialist service, one of our dedicated customer service advisors will be happy to help. Just email our customer service or call us at +1 81232 94753.
 

Order Tracking

Can I Track My Order?

Once you have placed an order on our website you will receive an email confirmation and we will then e-mail you again when your order is sent along with information on how to track your order with the courier and manage your delivery directly with them.

 

How to get an order update?

If you have any questions regarding your order – whether it’s to check your order status, track a shipment, edit the delivery address or the delivery date, or request for the delivery to be handed to a neighbour in case you are away – please contact our customer service or call us at +1 81232 94753 They can liaise with our warehouse, check your order status and give you a full update or change your order details.

 

Returns

What is your cancellation policy?

If you wish to cancel your order, then you can, providing you inform us of this prior to the dispatch of your order. Once the order has been dispatched, please refer to the shipping policy.

 

How do I return an item?

Our Customer Services team will advise you whether we need to arrange for the item to be collected from you by courier or whether you need to return the item back to us via the Post Office - this will depend on the size and weight of the item. Please contact our customer service or call us at +1 81232 94753. 

Product Enquiries

 

Where can I find the grub screws to build my structure?

If you are at the stage of assembling your arch, gazebo, or arbour, you will find our grub screws in the joints of the spacer bars already. Additional spares are provided in a separate bag. You will need to loosen the grub screws to be able to position the spacer bar. Once you are happy with the placement, all you need to do is tighten the screw with the allen key provided.

  

Are your products supplied ready assembled?

The majority of our products are self-assembly unless stated otherwise. All our products have been designed to be as easy to assemble as possible and come with a full set of instructions. If these are missing, please do not hesitate to contact our customer service

 

Are your products supplied ready assembled?

The majority of our products are self-assembly unless stated otherwise. All our products have been designed to be as easy to assemble as possible. If you require further assistance, please contact our customer service, or call at +1 81232 94753.

 

 

Is the height shown the final height of the structure?

Yes, all heights shown are the final heights of the structures. When they arrive however, they will be 30cm (6 inches) larger than the heights stated to allow for insertion into the ground. If you require patio feet and would like to keep the height as shown, please let us know and we will alter the structure before sending it out to you.

 

 

What is the difference between Classic, Classic Extra and Landscape?

We have 3 ranges, that reflect the size and diameter of the steel tubing used. As the width gets larger the tubing must be thicker to accommodate it and support the planting. We do offer the same widths but in different ranges to fully support even the heaviest of climbers.

 

  • Classic Range – Moulded Joints, 19mm (3/4”) Uprights and 16mm (5/8”) Horizontals
  • Classic Extra Range - Moulded Joints, 25mm (1”) Uprights and 22mm (7/8”) Horizontals
  • Landscape Range – Steel Joints, 25mm (1”) Uprights and Horizontals

 

 

 

Paying For Your Order

What are the different payment options?

When you are at check out, you can choose to pay your order using any of the payment methods via credit card including Visa, Mastercard, American Express, Discover, Diners club, Maestro. We also accept payments with Express Checkout including Shop Pay, Apple Pay, PayPal and Google Pay.
At Knowle Nets we are certified according to the top level 1 PCI DSS standard via Shopify making payments highly secured.

 

 

Why am I having payment problems?

If you see an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly – an easy typing mistake can happen when entering your CV2/security code or expiry date.
If you still have no luck, we'll assist you during our Customer Service hours (Monday - Friday 9- 5.30pm). You can contact our customer service et let us know the difficulty.

 

Are my personal details secure?

Security is extremely important to us, and we are committed to protecting your privacy. We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

 

Read our full privacy policy here.