Delivery Information & Shipping & Returns Policy
UK MAINLAND FREE EXPRESS DELIVERY – Most of the United Kingdom is covered by our Free delivery service. The prices you see on our website are the prices you will pay to purchase your product and have it delivered to your door by DPD. Unlike our competitors we do not impose a maximum weight limit on orders, therefore, you will have no nasty surprises or extra charges at checkout.
All orders typically placed and paid for before 11am will be despatched the same working day on a 24hr delivery service with DPD, All orders placed after 11AM will be despatched the next working day. Our days of despatch are Monday to Fridays excluding bank holidays. Our despatch times may change from time to time, this will be clearly visible on the banner at the top of every page on our website.
HIGHLANDS, ISLANDS & NORTHERN IRELAND – For those in the Highlands, Islands or Northern Ireland your shipping will be auto calculated for you at the checkout stage, this will be dependent on your delivery location and the services available to you.
Shipping costs will vary for the Highlands, Islands or Northern Ireland depending on the service selected which will be auto calculated prior to checkout using out postcode shipping tool in the basket section of our website.
Any postcodes that are deemed remote by our carriers may also incur a delivery surcharge at checkout and take up to 1 extra working day to be delivered. We may, depending on your postcode utilize a different carrier for your delivery, this is for more remote areas where there is a clear cost benefit to the customer. Deliveries to more remote areas may take up to 1 extra working day to be delivered.
DAMAGE IN TRANSIT POLICY
On the rare occasion that a customer order is damaged in transit, a replacement of the damaged item will be shipped within 24 hours. We may request photographic evidence of the damage/s from you if the courier has not made a note of the damage at delivery stage. If you notice your parcel is damaged before taking receipt from the courier we request that you decline the delivery as damaged and inform us with 24 hours via our freephone number, email (info@willowparkseeds.co.uk) or via the contact form. All of which can be found on our contact page.
FAILED DELIVERY DUE TO COURIER ERROR
From time to time a courier may mark a parcel as not being able to be delivered (no access, no answer at or cannot find address etc…). In these rare instances of courier mistakes/error our internal systems will raise the issue to our in house customer service team who will promptly rectify the issue with DPD to get your order delivered the same or next day.
RETURNS & NON DELIVERIES
Returns and non-deliveries. If we have a parcel returned to us due to the customer providing an incorrect address or failure to collect a parcel from a third party (eg. click and drop) address – there will be NO refund of any original postage costs and we may deduct the return fee dependent on the circumstances.
OVERSEAS ORDERS
Non UK Mainland deliveries, are the responsibility of the purchaser and you need to adhere to your own importing regulations. Please contact us if your country does not have an automatic postage quote.
If you choose to ship overseas you are responsible for any customs charges and postage will not be refunded in the instance that your parcel is held up or refused by customs.
RETURNS & REFUNDS POLICY
Willow Park Seeds
At Willow Park Seeds, we want you to be completely satisfied with your purchase. If, for any reason, you are not, our Returns Policy offers a clear and simple process to make returns as smooth as possible.
Please read the following information carefully to ensure a hassle-free return.
1. Eligibility for Returns
You may return any eligible item purchased from our online store within 30 days of delivery for a refund or exchange, provided the item meets the following conditions:
The item is in its original condition, unused, and in the original packaging
All tags and labels are intact
The item is not excluded under our Non-Returnable Items list below
In accordance with UK consumer law, customers also have the right to cancel their order within 14 days of delivery, followed by 14 further days to return the item.
2. Non-Returnable Items
For hygiene, safety, or customisation reasons, the following items cannot be returned, unless they are faulty or damaged:
Perishable goods (e.g., seeds, food, or flowers)
Personalised or custom-made items
Health, supplement, or hygiene products where the packaging has been opened
Gift cards or vouchers
3. How to Return an Item
To return an item, please follow these steps:
Contact us at info@willowparkseeds.co.uk within the return window, quoting your order number and reason for return.
Our team will provide a returns authorisation and full instructions.
Repackage the item securely, including the original packing slip or order confirmation.
Send the item back using the advised return method.
4. Return Shipping Costs
Change of Mind: If you are returning an item due to a change of mind or incorrect choice, you will be responsible for the cost of return shipping.
We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.Faulty, Damaged, or Incorrect Items: If the item is faulty, damaged on arrival, or not as described, we will cover the return shipping cost.
Please contact our Customer Service team, and we will provide a pre-paid return label or arrange collection where appropriate.
5. Refunds
Processing Time: Refunds are processed within 7–10 business days of receiving the returned item.
Method: Refunds are issued to the original payment method.
Condition Deductions: If the item is not in its original condition (e.g., missing parts, damaged packaging), we may apply a deduction to reflect the loss in value.
You will receive a confirmation email once your refund is processed.
6. Exchanges
If you would like to exchange an item (e.g., for a different size or variation such as bird feeders), please follow the standard returns process and include your exchange request when contacting us.
Exchanges are subject to product availability, and any price difference will need to be settled before the new item is dispatched.
7. Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us immediately at info@willowparkseeds.co.uk with your order number and a description of the issue.
Following a brief investigation, we will arrange for the return and issue a replacement or full refund at no additional cost to you.
8. Return of Promotional Items
If the item was purchased as part of a promotion (e.g., buy one get one free, bundle offers), all items included in the promotion must be returned for a full refund.
If only part of the promotional bundle is returned, we reserve the right to adjust your refund to reflect the revised order value.
If you have any questions about our returns policy or need help with a return, please don’t hesitate to contact us at info@willowparkseeds.co.uk.
