All of our staff have been briefed on the safest ways to deliver your products, unfortunately, this does mean we are operating a strict doorstep only delivery protocol and will be unable to take products into your house. We will bring your products to your door, alert you by knocking on the door, stepping backwards at least two metres and confirming the delivery with a member of your household. You will not be asked to sign any paperwork.

Unfortunately we are only able to accept guide and assistance dogs within the centre, due to health and safety reasons.

Unfortunately, we are unable to amend orders that have been confirmed. In the event you wish to add something to your order, we recommend placing another order and letting us know you have done this. We will then be able to refund any delivery charges that may have been duplicated as a result of placing two orders on the same day.

At present due to high demand we are unable to notify you when you will receive your order, however, it will arrive to you with the 7 working days stated.

If there are items missing from your order then it is likely we are out of stock. In the event of this happening we will refund you for any missing items within 72 hours of your delivery. Your delivery driver will inform you of any substitutes or shortages upon their arrival.

Due to Coronavirus we have had to alter our delivery charges and zones to allow those local to us access to products they require. We have three tiers to our delivery structure, please read carefully before placing your order.

1. Very local area – The very local area is compiled of the following postcodes: BR1-8, CR0, CR2, CR6-7, CR9, DA1-18, ME18-19, RH8, SE2-4, SE6-7, SE9-10, SE12-13, SE18-20, SE23, SE25-26, SE28, TN1-2, TN4, TN8-11, TN13-16. All deliveries to these areas will be free of charge when £50 is spent. Any order under £50 will be subject to a £6.95 delivery charge.
2. The South East – If you live in the south east of England but your postcode is not listed above then delivery of larger items will be £20, this fee is not altered by any spend amount or product choice.
3. Courier – If you order something that we are able to courier then deliveries to will be free of charge when £50 is spent. Any order under £50 will be subject to a £6.95 delivery charge. Certain larger items are excluded from this an incur £20 cost which will be confirmed at checkout.

Please note that all delivery charges will be calculated once you proceed to the payment screen. Sometimes a delivery charge figure of £20 will show in your basket. This is simply our system giving a worst case scenario to you as it does not yet understand your postcode. Once the system understands your postcode an accurate delivery charge will be highlighted.

In most cases we will deliver within 7 working days of receiving your order. If we are unable to do this we will contact you in advance to let you know. If it has been longer than 7 working days and we have not been in touch then please contact us and we will do our best to resolve the issue.

In most cases you will know if your order has gone through by receiving a confirmation email. This email will be from the address weborder@polhill.co.uk If you do not have an email then please contact us and we will do our best to help.

To place an order with us you should visit our online store and follow these steps.

1. If you see something you like, simply click ‘add to basket’. This product will then appear in your basket which is shown at the top right of your screen.
2. Once you are satisfied with the content of your basket you should enter the basket and click ‘proceed to payment’. Here you will be asked if you would like to continue as a ‘guest’, ‘create and account’ or ‘check out with paypal’.
3. Once decided upon your chosen method of payment you will be asked to input your personal details such as delivery address and further instructions. This is where your delivery charges will be calculated.
4. Once the above stages are complete you should check everything over in the final screen, if satisfied, confirm your order.
5. A confirmation email will then be with you shortly after we receive the order.

To create an account your should follow this link. From here you will be asked for various information such as your email and delivery address. Having an account will allow for much faster check out on any future orders, as well as, allow you to keep up to date with all things Polhill.

Yes, our opening times remain as usual on a bank holiday. 09:00 – 17:30

Yes, we have two locations for baby changing. One located by the restaurant and another in the gift and home ware area.

Unfortunately, for health and hygiene reasons, we are unable to allow dogs into the centre with the exception of guide dogs and hearing dogs. You are, however, more than welcome to use the grass verges around our car parks to walk your dog(s) while you are here.

Parking is absolutely free here at Polhill.

Yes, we have two disabled toilets with baby changing facilities. Additionally our entire centre is wheel chair friendly with extra wide walkways to allow for ease of movement.

Yes, we have two toilet blocks here at Polhill, one in our gift department and one located to the left of our Novell’s restaurant.

Yes, we have wheelchairs available and are located at both till areas in the store. You can also reserve a wheelchair ahead of your visit, please call us to book this in on 01959 534212