Ordering & Delivery
We have 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 email@example.com We aim to respond to emails within 1 working day.
Telephone give us a call on 01278 691105 or 01278 699162 between the hours of 9am to 6pm. If we are engaged please leave a message and we will ring you back within 1-4 hours.
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 firstname.lastname@example.org for further details.
All prices are quoted in pounds sterling and include VAT at the current applicable UK rate. If you require your invoice in Euros or you are not subject to VAT.
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.
Your goods will be delivered using one or more of the following delivery companies:
- My Hermes
- Parcel Force / Royal Mail
We will choose the most appropriate delivery service for your items. This may mean you may receive more than one delivery for the order placed with us. You must provide a valid contactable telephone number to enable a 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.
International deliveries, including Southern Ireland, will be available shortly through our website but in the meantime please call us for a competitive quotation.
When do we deliver?
Monday, Tuesday, Wednesday, Thursday and Friday are classed as normal working days.
Saturday deliveries are available; please see delivery charges.
Bank holidays and Sundays are not classed as a normal working day.
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
Delivery companies such as DX allow the customer to make changes to their delivery up until 9.30pm the night before the scheduled delivery date. This is a free service. If the 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. The failed delivery charges per attempted delivery are as follows;
£15.00 for willow coffins and willow panels / hurdles
£7.50 for willow bundles and other products
You will be able to choose your delivery option before proceeding to the checkout. If ordering over the telephone one of the team will be able to advise you.
We offer the following services for in stock items;
Next Day Delivery – Place your order by 1pm, to receive your item(s) the next working day. Delivery by courier service between 8am and 6pm Monday to Friday.
Saturday AM - A premium service. Deliveries will be made before 12 Noon on a Saturday. This option is available to choose until 1pm on a Friday. A convenient delivery option for customers unable to be in to sign for their items during the working week or need an order urgently. Please note this option is not available on Bank holiday weekends.
Saturday Delivery - A Premium service. Deliveries will be made between 8.30 am and 6pm. A convenient delivery option for those that are unable to be in to sign for their items during the working week or require an order urgently. Please note this option is not available on Bank holiday weekends.
For made to order items (e.g. Hurdles) please read the information on each product page or call us to determine a delivery date.
Late and misrouted deliveries, it does occasionally happen ...
We or our carriers will always try to arrive on time, but Musgrove Willows will not be held responsible for late arrival by a third-party carrier due to unforeseen circumstances or carrier error. Our couriers will, where possible, upgrade the misrouted item(s). A request will be sent to the local depot asking, local service availability dependent, that the consignment is delivered on a Before Noon service next working day. This does not include Saturday deliveries, this can be arranged but at an additional cost.I've placed my order, what happens next?
You will receive either verbal confirmation if ordering over the telephone or if the order was placed online you will receive a confirmation email which includes an online order number.
Sending to you, 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 from us.
Do I need to sign for my order, what if I'm not in?
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 you can ask us to leave Special Instructions for the courier on despatch and/or you can leave signed instructions for the driver with alternative arrangements (e.g. leave in the garage) please note this is at your own risk and delivery will be deemed to have been completed.
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. We will do everything possible to get your order to you as requested.
I have received my order but I am missing some items / have the wrong item(s)
Please let us know within 3 days if you believe the wrong item has been delivered or you are short of any quantity ordered, e.g. 150 sheets of wet strength tissue were ordered but you find when you open your delivered package(s) you are missing 30 sheets of paper. We will investigate and rectify any shortages as quickly as possible.
Late deliveries, it does occasionally happen ...
We or our carriers will always try to arrive on time, but Musgrove Willows will not be held responsible for late arrival by a third party carrier due to unforeseen circumstances or carrier error.
Specific delivery date orders
Musgrove Willows Ltd will endeavour to make this happen but it cannot be guaranteed. Musgrove Willows Ltd will not entertain any claim whatsoever for compensation arising from late delivery due to a third party carrier. We will do everything possible to get your order to you as requested.
Short deliveries & damage to packaging
When the delivering carrier brings your order you MUST count the pieces you receive 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 3 working days.
For further details please refer to our Terms & Conditions