Ordering
Ordering online is a great help to us as it simplifies the task of managing our stock.
Musgrove Willows grow many varieties of willow and produce a wide range of willow goods. In order to provide customers with the best service and value for money different couriers are used. Please be aware that if several different items are ordered, these may not all arrive at the same time.
Find out more about willow and fence panel deliveries.
If you experience a problem placing an order online or have a question about an item, please contact us.
Placing an order online
You do not need to register to order online. However, a valid contact number and email address are required as a member of our dispatch team and/or the courier company will need to contact you.
Registering speeds up the online ordering process the next time that you visit this website. Contact details are securely stored and personal information is never passed to third parties for marketing purposes.
Placing an order when all the items required are not in stock
Willow is constantly being hand sorted and graded on our farm, so stock levels and availability fluctuate. Living willow kits are seasonal while fence panels are usually made to order.
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.
Paying for an order
Secure online payment by credit or debit card is available. If you are buying on behalf of a school, charity or local authority please send a Purchase Order or a copy of your required items on headed stationery by email or post. Musgrove Willows can provide a quote for a Purchase Order to be raised.
Musgrove Willows does not accept liability for any charges levied by a bank or card issuer.
Order confirmation
An email confirmation is sent when an online order has been placed and paid for. The email includes an order number.
If the item(s) are being delivered by courier(s) an email will be sent when the goods are dispatched from our farm. This email contains details of the goods, the courier used and the relevant tracking/consignment number. A receipt is usually emailed within 48 hours.
Collecting from our farm
If you have elected to collect goods from our farm, a member of our team will be in touch to arrange a convenient collection time. Items need to be collected within 7 days of the order being ready. Our working farm needs all its storage space, so customers who fail to collect goods will have their order cancelled. There may be occasions when it is not possible to visit our farm (e.g. during a pandemic).
We cannot store willow orders for longer than this period.
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.
Delivery timescales
The speed of delivery will depend on the goods ordered. In normal circumstances, willow will be sent 3 – 5 days after an order has been placed. If you require next day delivery, please let us know. The order will need to be placed before 1pm and an additional charge will be applied.
Delivery usually takes place between 8am and 6pm Monday to Friday.
Trade & bulk orders
Trade and bulk orders are welcome. Please contact us to discuss your requirements and delivery options.
