Thank you for ordering online. Our fence panels are very popular and usually made to order. Please be aware of the current turnaround times indicated on the website.
If your order is for more than 15 panels, they will probably need to be delivered on a pallet(s). If this is the case, you will be informed prior to delivery. If you have ordered additional items with your fence panels, these may arrive separately and via a different courier.
The courier driver is unaccompanied, so he or she will need assistance unloading.
Be sure to unwrap the panels as soon as you can. The panels do not need to be treated straightaway.
Fence panel deliveries 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.
Contact information & collections
A valid contact telephone number and email address are required for a delivery to be made. If you have elected to collect items from our farm, a member of our team will be in touch to arrange a convenient collection time. Collections on a Saturday are by appointment only. 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 times and procedures
Delivery usually takes place between 8am and 6pm Monday to Friday. If your property is difficult to access, please inform us at the time of ordering. This is particularly important in the case of large orders as panels may arrive on a pallet. Our staff will liaise with the courier to determine the best delivery option(s). In extreme cases arrangements may need to be made to collect from the courier’s local depot.
Deliveries are not made on Sundays or Bank Holidays.
Changing a delivery date
If you have received a notification from the courier regarding a delivery date, please contact them to change a delivery time. Please contact us if the order has recently been placed and the courier has NOT been in touch.
UK mainland delivery
Delivery can be made to any UK postcode. The delivery charge to a UK mainland address is £12. Please be aware that additional charges apply for deliveries to the Grampians, Scottish Highlands, Scottish Islands, Industrial Scotland, Isle of Man, Scilly Isles, Isle of Wight, the Channel Islands, Northern Ireland and Southern Ireland, London, Cornwall, Devon, Dyfed and Powys. 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
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
Industrial Scotland – DD1-DD11, DG1-DG14, DG16, EH1-EH11, EH55, EH91, EH95, EH99, FK1-FK21, KA1-KA26, KA29, KA30, G1-G84, G90, KY1-KY16, KY99, ML1-ML12, PA1-PA19, PA21-PA36, PA37, PA80, PH1-PH16, TD1-TD15
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 and Southern 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.
Delivery 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.
For a delivery to be made to Southern Ireland, EORI and VAT numbers are required along with full billing and shipping addresses. An administration fee of £100 will also be levied. Importation Fees are the responsibility of the customer.
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.
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.
Unfortunately, this can happen. Musgrove Willows will not be held responsible for late arrival of an item(s) by a third party carrier.
Customers have 7 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.