Willow Delivery
Thank you for ordering online. It makes the task of monitoring stock levels so much easier for us.
If your order is for 20 bundles or more the willow may need to be delivered on a pallet. If this is the case, you will be informed prior to delivery. If you have ordered additional items with your willow, these may arrive separately and via a different courier.
Please note: Our main courier – DX, is an 8am – 6pm service, and we are unable to offer specific information on an estimated time of delivery.
DELIVERY CHARGES
UK MAINLAND DELIVERIES
Delivery can be made to any UK postcode. Please be aware that additional charges apply for deliveries to the Grampians, Scottish Highlands, Scottish islands, Isle of Man, Scilly Isles, Isle of Wight, the Channel Islands and Northern Ireland. It is NOT possible to deliver to Southern Ireland at this time. Items delivered to non-UK mainland addresses, islands and remote areas may take a little longer.
Please be aware of the postcode categories applied by the courier company which can incur additional charges;
Scottish Offshore – IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE1-ZE3, HS1-HS9
Industrial Scotland – DD1-DD11, DG1-DG14, DG16, EH1-EH11, EH55, EH91, EH95, EH99
Grampians – AB10-AB16, AB21-AB25, AB30-AB39, AB41-AB45, AB51-AB56, AB99
Highlands – IV1-IV28, IV30-IV36, IV40, IV52-IV54, IV63, KW1-KW3, KW5-KW14, PA33, PA38, PH17-PH26, PH30-PH41, PH49, PH50
Isle of Man – IM1-IM9, IM86, IM99
Scilly Isles – TR21-TR25
Isle of Wight – PO30-PO41
Jersey – All ‘JE’ postcodes
Guernsey & other Channel Islands – GY1-GY10
Northern Ireland – All ‘BT’ postcodes
London – E, EC, N, NW, SE, SW, W, WC
Devon & Cornwall – EX2-EX24, EX31-EX39, PL1-PL35, PL95, TR1-TR20, TR26, TR27, TR93, TQ1-TQ14
Dyfed & Powys – LD1-LD8, SA14-SA20, SA22, SA31-SA48, SA61-SA73, SY15-SY25
The cost of delivery to the Isle of Wight, offshore islands and Northern Ireland can be prohibitive, so only a quote will be provided. Please contact us if you would like to proceed with the order after the quote has been received.
Willow is a bulky item and the charge is determined by the weight of the purchase. The courier charges the same fee whether the willow weight is 1kg or 20kg, so it makes economical sense to order up to 20kgs in one order.
Delivery for additional orders
A delivery fee will be charged per order subject to our terms and the weight of the order.
Subsequent additions/orders must be paid for separately and will incur additional delivery charges.
We cannot add to orders that have already been processed. Shipping cannot be combined , and we are unable to ensure that the delivery of the separate orders will arrive on the same day.
DELIVERIES OUTSIDE THE UK
Please contact us if you require a delivery to be sent to an address outside the UK and our team will do all that they can to assist.
Unfortunately, deliveries to America and Canada are not possible.
Deliveries to EU countries will be dealt with on a case by case basis. An administration fee will be levied. VAT is applicable to an item(s) shipped to a UK address even if the item(s) are in transit to an overseas destination. Please contact us to discuss an overseas delivery.
Attempted delivery charges
If a customer is not in to accept delivery of their items and they have failed to provide instructions as to where to safely leave the goods, then the item may not be delivered and an attempted delivery charge will be levied. If the delivery is attempted and fails three times it will be returned to us by the courier. A re-delivery charge will be levied for each failed delivery attempt.
LARGE WILLOW ORDERS
Palletforce deliver items which need to go on a pallet. Please be aware that the courier company has a 20 minute delivery ‘window’. If a customer is not able to assist with the unloading the delivery may take longer. After 20 minutes an additional charge will be levied by the courier.
Living willow kits are extremely long. Unless advised otherwise, all the constituent parts of the kit should arrive in one delivery. Please unwrap your living willow kit as soon as possible and place the relevant willow rods in water. (Comprehensive instructions are included with the kit.)
Contact information & collections
A valid contact telephone number and email address are required for a delivery to be made.
Please be aware that collections from our farm need to be booked in advance. All collections must be made Monday – Friday between the hours of 9am and 5pm. The office is closed from 10am – 10:30, and 12 – 1.30pm due to staff breaks. Saturday collections are by special appointment only, as the farm is closed. You must call us before placing your order to see if a Saturday is available.
Our team is not able to sell goods to visitors if an order has not been placed and a collection time agreed. Thank you for your understanding.
Items need to be collected within 7 days of ordering. Our working farm needs all its warehouse storage space, so customers who fail to collect an item will have their order cancelled. There may be occasions when it is not possible to visit our farm (e.g. during a pandemic).
If you have received a notification from the courier regarding your delivery date, please contact them if you need to change it. Please contact us if the order has recently been placed and the courier has NOT been in touch.
A signature is required
Items need to be signed for by someone over 18. If you aren’t going to be in, please ensure the courier has been given instructions as to where to safely leave the item(s). This is done at the risk of the customer and delivery will be deemed to have been completed. If the courier deems that there is not a safe place to leave the item(s), they will not be delivered and a redelivery fee will be applied.
Delivery timescales for willow in stock
In normal circumstances, willow will be sent 3 – 5 days after an order has been placed, though they are often dispatched sooner than this. If you require next day delivery, please let us know. The order will need to be placed by 1pm, you must contact us, and an additional charge may be applied. If you require a specific delivery date (within those 3-5 days) please add it to the notes of your order and we will try to adhere to it, otherwise it will be dispatched as normal. Please note: We cannot hold stock for longer than 5 working days.
Delivery usually takes place between 8am and 6pm Monday to Friday.
Changing a delivery date
If you have received a notification from the courier regarding a delivery date, please contact them to change a delivery date. Please contact us if the order has recently been placed and the courier has NOT been in touch.
Placing an order when all the items are not in stock
Willow is constantly being hand sorted and graded on our farm, so stock levels and availability fluctuate. If an item is out of stock, use the Notify Me! button and an email will be sent when that particular item is back in stock. If you order contains several items, please proceed with the rest of your order and in the special instructions box inform us of the out of stock item(s) you require. A member of our team can then advise you when the item is likely to be back in stock. The remainder of your order will then continue to be processed.
Missing deliveries
In the first instance, please call us. Please have your consignment number to hand (this is in the dispatch email).
Missing items and checking your order
Please inform us within 72 hours if an incorrect item has been delivered or items are missing from your order. It is very important to check your item(s) on delivery. Please make sure that everything that should be there is and look for any damage. The number of items due for delivery is detailed on the courier’s labelling (e.g. 1 of 4, 2 of 2) and the number of items ordered will be specified in the delivery note.
If the number of items you receive does not tally with the courier’s delivery note, write the number of items delivered by your signature. Damage must also be noted here. Be sure to cross out ‘Delivered in good condition’. Please inform us by email or telephone call of any problems with your order. If possible, take a picture of your amended delivery note as we will ask for this to help validate your claim for damages.
A signature is acceptance that the complete order has been received undamaged and in good condition.
Late deliveries
Unfortunately, this can happen. Musgrove Willows will not be held responsible for late arrival of an item(s) by a third party carrier.
Courier complaints
Customers have 2 days to register a complaint with the courier company regarding delivery damage and 21 days from date of dispatch for any other issues.
Bulk and Trade orders
Trade and bulk orders are welcome. Please contact us to discuss competitive delivery options.
Plant Passports
All green (fresh cut) willow and living willow now requires a plant passport. This document will be attached to each bundle of willow and to your dispatch note.
