Ordering & Delivery

There are a number of options available to help make your purchase easy.

Should you experience any problems when placing an order online or you have a question regarding any item please;

Email info@musgrovewillows.co.uk  We aim to respond to emails within 1 working day.

Telephone give us a call on 01278 691105 between 9am and 5,30pm.

Online Ordering

Do I need to register to purchase from Musgrove Willows?

No, you do not need to register to use our website for ordering online, you can place your order in the basket and just proceed to the checkout, and further details on how to do this are detailed below. You must provide a valid contactable telephone number to enable a delivery to be made.

Registering with us however can speed up your ordering process the next time you visit our website. We securely retain your address and information details so you do not need to input them each time you visit us. Registered users are occasionally sent special offers via email not available to other users.

How to look for products

You can select a main category on the left (e.g. Willow) and further select from the sub categories that appear (e.g. Buff Willow). You are then able to further select size, length and amount required.

Placing your online order

Once you have chosen what you would like to purchase you must first add it to your shopping basket, to do this simply click on the "Add to Basket" button alongside the item you wish to buy. If you require a quantity other than 1 you should also enter this before clicking on the button.

Your shopping basket is displayed each time you add an item or can be displayed at any time by clicking on the "Your Basket" link in the site header. To remove an item from your basket simply use the "Delete" or enter a quantity of 0 and click on the "Update" button.

Once you have added all of the items you wish to purchase to your basket you should proceed to our secure checkout by clicking on the "Proceed to Checkout" button within your basket.

The shopping basket automatically calculates and displays the amount of postage you will pay each time you add an item to it. Depending on the items you are purchasing there may be serveral delivery options available as well as the option to collect from us at the Musgrove Willow farm in which case no delivery charge will apply.

Bulk & Trade Orders

Trade and bulk orders are welcome. Discounts are available and very competitive delivery options can be arranged. Please contact Ellen Musgrove either by telephone on 01278 691105 or email ellen@musgrovewillows.co.uk for further details.


All prices are quoted in pounds sterling and include VAT at the current applicable UK rate.

Paying for Your Order

Secure on-line payment by credit or debit card is available via WorldPay or PayPal, if you do not have a credit or debit card or do not wish to pay on-line please order using the Pay on Account option and we will contact you by email or telephone to complete the transaction. From this point on simply follow the on-screen instructions associated with each payment method.

We will not accept any liability for any charges levied by your bank/card issuer whatsoever irrespective of your chosen payment method.

Delivery & Shipping

Collection from Musgrove Willows

You can choose this option at the Checkout if you would prefer to collect your order from us in person. No delivery charge is applicable. Please ensure you only choose this option if you are definitely coming to pick up your order so there is no delay in sending your goods to you. We will contact you either by telephone or email when your order is ready so we can arrange a convenient day and time for you to collect.

Courier Services

Your goods will be delivered using one or more of the following delivery companies:

  • DX
  • My Hermes
  • Parcel Force / Royal Mail
  • Tuffnells

We will choose the most appropriate delivery service for your items, so you may receive more than one delivery. You must provide a valid contact telephone number and email address to enable your delivery to be made.

Where do we deliver?

We deliver to any UK postcode including the Scottish Highlands, Northern Ireland, the Channel Islands and the Isle of Wight. Additional delivery charges may be applicable to some areas and it may take a little longer to get to you. Please see below for further information.

For international deliveries, including to Southern Ireland, please contact us.

When do we deliver?

Monday, Tuesday, Wednesday, Thursday and Friday. (Not on Bank holidays)

Delivery charges / How much will it cost me?

Some items include mainland UK delivery costs in the price e.g. Hurdle Panels, Living Willow Kits, etc.. This is clearly stated against each applicable item. These items will be sent using the most appropriate delivery timescale for the items. If, however, a Saturday delivery is requested or you are outside the mainland UK postal area an additional delivery charge will be applicable. All other items are charged by weight. IOW charges apply to the Isle of Wight. Other UK charges include Scottish Highlands (postcodes IV all, KW1-14, PA34, PA37-39, PH19-40, PH49-50, PH41 Sector 4), Northern Ireland, Channel Islands and Offshore Islands.

Attempted delivery charges

If a customer is not in to accept delivery of their items and they fail to provide specific instructions as to where to safely leave the goods, (e.g. with a neighbour) then the items will not be delivered and an attempted delivery charge will be levied. This charge will also be levied if the delivery driver deems that there is no safe place to leave the item(s)

Delivery timescales

If you place your order by telephone, one of our team will be able to advise you when the item(s) are likely to be dispatched.

If willow is in stock, this will be dispatched in 3 - 5 days. If you urgently require an item, please contact us. It may be possible for an order placed before 1pm on a weekday to be sent the same day.

Delivery by a courier service is ususally between 8am and 6pm Monday to Friday.

For made to order items (e.g. Hurdles) please read the information on each product page or call us to determine a delivery date. 

Musgrove Willows will not be held responsible for late arrival by a third party courier. 

I've placed my order, what happens next?

You will receive either verbal confirmation if ordering over the telephone or if the order is placed online you will receive a confirmation email which includes an online order number.

We will process and despatch your order from our willow farm, unless you are collecting (please see below). An email confirming the despatch of your order will be sent to you the same day your order leaves us. This email will contain details of the goods ordered and the quantity despatched to you, the delivery service used and a tracking/consignment number for you to follow your orders progress through the delivery system. Further details including contact telephone numbers will be included in this email. A receipt/invoice will follow by email within 48 hours. If you require a paper receipt please let us know.

Collecting from us - we will process your order and contact you to arrange a convenient day and time for you to collect.

Do I need to sign for my order?

Yes, a signature is required. Unless otherwise advised by us, items are sent by a third party courier and will need to be signed for by someone over 18 years old. If you are not going to be in, please ensure clear instructions have been given to the courier. If you request that an item is left in a safe place, this is at your own risk.

I have not received my order

Please inform Musgrove Willows and the relevant courier company immediately if you have not received your goods as expected. You will need to quote your name, address including the postcode and the consignment number for your order. The consignment number can be found in your dispatch email.

I have received my order but I am missing some items / have the wrong item(s)

Please let us know within 72 hours if you believe the wrong item has been delivered or you have not received the correct quantity.

Late deliveries

Musgrove Willows is not responsible for late deliveries by a third party carrier.

Specific delivery date orders

Musgrove Willows Ltd will endeavour to meet a specific delivery date, but a date is not guaranteed. Musgrove Willows Ltd will not entertain any claim for compensation due to a late delivery.

Short deliveries & damage to packaging

When the courier delivers your items you MUST count the pieces and look for any damage to the packaging and goods. The number of items you should receive is noted on the carrier's delivery note. If the number of items you receive does not exactly match the number of pieces on the carrier's delivery note, you MUST note the number of pieces you received on the delivery note by your signature. Damage to packaging and goods MUST be noted on the delivery note next to your signature. You must cross out "Delivered in good condition" from the carrier's delivery note. It is very important to check your order. A signature is an acceptance that you have received the whole order undamaged and that the packaging was in good condition. Please let us know within 72 hours if your order is incorrect.

For further details please refer to our Terms & Conditions

Musgrove Willows Ltd © 2021