Delivery & Returns
Due to the current climate and the prediction that the online retail industry will have a huge surge in demand this winter, we strongly advise that you purchase your Wilstone Christmas gifts as early as possible. We do not want to disappoint our customers and we will try our hardest to make sure your shopping experience is as smooth as possible. We are currently working within a 5-10 working day delivery time-frame, but this may increase with any future government changes, so please take this into account this festive period.
OUR DELIVERY TERMS & CONDITIONS
Goods will be delivered on a box or a pallet depending on the size and weight of your complete order.
Delivery costs will be calculated at checkout. Costs can vary depending on the weight of your order and the postcode of the delivery address.
For boxed deliveries to anywhere in England (including Isle of Wight), Wales, Scotland (including Outer Hebrides and Orkney Islands), Isle of Man, and Northern Ireland and Channel Islands, the delivery charges are shown below (inc. VAT):
- Up to 1kg: £5.50
- 1.1kg to 5kg: £7.50
- 5.1kg to 20kg: £9.50
- 20.1kg to 75kg: £15 to most UK mainland postcodes - other postcodes may vary
For all orders placed Monday to Friday before 5pm for BOXED deliveries, we will deliver within 5-10 working days between Monday - Friday.
Any orders with a total weight over 75kg will be delivered on a pallet at a cost of £45 to most UK mainland addresses. Some areas within the UK are subject to higher delivery costs due to their location, including: Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight, Northern Ireland and the Channel Islands.
For all orders placed Monday to Friday before 5pm for PALLETISED deliveries, we will endeavour to deliver within 5-10 working days between Monday - Friday.
DELIVERY TO NON-UK ADDRESSES
If you would like delivery to a non-UK address please contact us for a quote.
ADDITIONAL DELIVERY INFORMATION
If you have a preferred delivery date, please state this and any other special delivery instructions in the comments box at Checkout. This should include any access issues or offloading requirements to ensure the safe delivery of your products.
We will try to meet all your requirements but cannot guarantee that our delivery agents will be able to follow your instructions. We use a third-party courier who will deliver your boxed and palletised goods. The courier may ask for assistance to offload goods safely. Delivery is just to your door. They will not be able to unpack or install your delivery.
Before signing the delivery note please check all packaging for any sign of damage and indicate as necessary on the delivery note.
RETURNS & CANCELLATION
All our goods are carefully inspected before despatch, although very occasionally problems may occur. We ask our customers to check the goods upon receipt and to notify us, by phone or by e-mail, as soon as possible of any damage, missing items or quality issues.
Consumer Contracts Regulations 2015 offers you the right to cancel an order when you buy online or by phone. You are entitled to cancel your order, provided that you do so within 14 days from the day on which you receive the goods. Please quote your order number on all correspondence.
If you wish to cancel your order, you must inform us of your decision by giving: your name, address, details of the order you wish to cancel, your phone number and email address.
You can cancel by email to email@example.com or by phoning (01694) 771800, or by writing to Customer Services, Wilstone House & Gardens Ltd., Home Farm, Leebotwood, Shropshire, SY6 6LX.
The goods must be returned within 14 days of the cancellation to receive an exchange or refund and it is the responsibility of the customer to pay for the cost of returning the goods. It is important that any unwanted item(s), unless faulty, are returned in a re-saleable condition. We expect this to mean that you have kept all original packaging and labels and that it is undamaged and unused.
If the goods are received in a suitable condition, we will refund the value of the cancelled goods and the cost of standard delivery (except for any supplementary costs arising if you requested any non-standard delivery).
A deduction may be made if the value of the goods returned has been reduced as a result of you handling the goods more than was necessary.
Once goods are returned, we will refund the person who originally placed and paid for the order. Ordinarily, we will refund by the method used to pay for the original transaction.
It can take up to 14 working days after we have received the returned the item(s) for you to receive your refund.
We are unable to refund or offer an exchange on any bespoke products, unless they are faulty.
FAULTY OR INCORRECTLY RECEIVED GOODS
We will refund the cost of faulty goods and the delivery charges as well as the return postage. Please notify us as soon as possible, but within 30 days of the date of purchase, to receive an exchange or full refund.