FAQ'S | A complete list of our frequently asked questions

HOW CAN WE HELP?

Welcome to our Frequently Asked Questions (FAQ) page! We understand that you may have questions about our products, services, or policies, and we’re here to provide you with answers. This FAQ section is designed to address the most common queries and concerns that our customers often have.

Whether you’re a new visitor looking to learn more about us or a long-time customer seeking clarification on specific matters, we hope to provide you with clear and concise information. Our goal is to make your experience with us as seamless and enjoyable as possible.

If you can’t find the information you’re looking for in this FAQ, please don’t hesitate to reach out to our customer support team. We value your feedback and are committed to assisting you in any way we can.

Thank you for choosing Willow Park Seeds, and we hope this FAQ page proves helpful in addressing your inquiries.

DELIVERY FAQ'S

These Delivery Terms and Conditions (“Terms”) apply to all orders placed with Willow Park Seeds (“we,” “us,” or “our”) through our website. By placing an order, you agree to these Terms. Please read them carefully.

1. Order Cut-Off Time

Orders placed before 11:00 AM (UK time) on any business day (Monday to Friday) will be eligible for next-day delivery, subject to stock availability and successful payment authorisation. Orders placed after the 11:00 AM cut-off will be processed on the next business day.

2. Delivery Service Provider

We use DPD as our delivery partner for all UK deliveries. Once your order has been dispatched, DPD will provide tracking information via email or text, allowing you to track your delivery.

3. Next-Day Delivery

Availability: Next-day delivery is available for orders placed before 11:00 AM (Monday to Friday).
Delivery Schedule: Next-day delivery is available on the next business day (Monday to Friday) excluding weekends and public holidays. Orders placed after 11:00 AM on a Friday, or over the weekend, will be processed on the following Monday and delivered the next business day.
Delivery Locations: Free next-day delivery is available to most mainland UK addresses. Certain remote areas of the UK mainland and islands may experience a delivery charge (calculated at checkout) and slightly longer delivery time.

4. Delivery Charges

The cost for next-day delivery is FREE unless otherwise stated for remote areas and islands at checkout.

5. Delivery Notifications

DPD will provide notifications via email or SMS once your order has been dispatched. They will provide a 1-hour time slot for delivery on the day of delivery and options to reschedule if needed.

6. Delivery Address

It is your responsibility to ensure that the delivery address provided at checkout is correct and complete. We cannot be held liable for deliveries that are delayed or go missing due to incorrect or incomplete delivery addresses.

7. Missed Deliveries

In the event of a missed delivery, DPD will leave a calling card or send a notification, allowing you to rearrange delivery or arrange collection from a local DPD Pickup Shop. If delivery is not re-arranged within 3 days, the package may be returned to us.

8. Delivery Delays

We strive to ensure timely delivery but cannot be held responsible for delays due to circumstances beyond our control, such as adverse weather conditions, traffic disruptions, or other unforeseen events. In the event of a significant delay, we will work with DPD to resolve the issue as quickly as possible.

9. Damaged or Missing Goods

If your order arrives damaged or incomplete, please notify us immediately at info@willowparkseeds.co.uk. We may ask for photographic evidence of any damage to assist with a claim. If goods are missing or incorrect, we will investigate and arrange for replacements as appropriate.

10. Signature and Proof of Delivery

DPD may require a signature upon delivery. If you are not available to sign for your parcel, DPD may deliver to a safe place or leave the parcel with a neighbour, depending on the delivery options available and selected by you. You will be notified of this by DPD. If no one is available and no safe place is designated, a redelivery will be arranged.

11. Non-Deliverable Orders

If DPD is unable to deliver your order due to an incomplete or incorrect address, and it is returned to us, we will contact you to arrange redelivery. Additional delivery charges may apply.

12. Order Tracking

You can track your order via the tracking link provided by us in the dispatch confirmation email.

13. Public Holidays

Orders will not be dispatched or delivered on public holidays. Orders placed on these dates will be processed on the next working day.

14. Contact Us

For any delivery inquiries or issues, please contact our Customer Service team at info@willowparkseeds.co.uk

These terms were last updated on 01/10/2024. We reserve the right to modify these delivery terms and conditions at any time.

RETURNS & REFUNDS

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 straightforward process for returning items. Please read the following information carefully to ensure a smooth and efficient return.

1. Eligibility for Returns

You can return any item purchased from our online store within 30 days of the delivery date for a refund or exchange, provided it meets the following conditions:

The item is in its original condition, unused, and with all original packaging, tags, and labels intact.
The item is not excluded from returns (see Non-Returnable Items section).

2. Non-Returnable Items

The following items cannot be returned unless faulty or damaged:

Perishable goods (e.g., food or flowers).
Personalised or custom-made items.
Health, Supplement and 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:

Step 1: Contact our Customer Service team at info@willowparkseeds.co.uk to notify us of your intent to return the item. You may be asked to provide your order number and reason for return.
Step 2: We will provide you with a returns authorisation and details on how to send the item back to us.
Step 3: Repackage the item securely, including the original packing slip or order confirmation as proof of purchase, and follow the instructions for returning it via your chosen delivery method.

4. Return Shipping Costs

Change of Mind: If you are returning an item due to a change of mind, you will be responsible for the cost of return shipping. We recommend using a tracked service to ensure the safe return of your item, as we cannot be held responsible for items lost in transit.
Faulty or Incorrect Items: If you are returning an item due to a fault, defect, or incorrect delivery, we will cover the cost of return shipping. Please contact Customer Service to arrange this.

5. Refunds

Processing Time: Once your return has been received and inspected, we will process your refund within 7-10 business days. You will receive an email confirmation once the refund has been issued.
Refund Method: Refunds will be made to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.
Deductions: If the returned item is not in its original condition (e.g., missing tags, damaged packaging), we reserve the right to deduct a portion of the refund amount to cover the loss in value.

6. Exchanges

If you would like to exchange an item for a different size, colour, or style, (e.y bird feeders) please follow the standard returns process and indicate your exchange request when contacting Customer Service. Exchanges are subject to product availability, and any price difference will need to be settled prior to the new item being dispatched.

7. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact us immediately at info@willowparkseeds.co.uk with your order number and details of the issue. We will after investigation, arrange for the return and replacement or refund of the item at no additional cost to you.

8. Return of Promotional Items

If you are returning an item that was purchased as part of a promotion (e.g., buy one get one free, bundle offers), all items within the promotion must be returned. If only part of the promotional order is returned, any discount applied to the order may be reversed, and your refund amount may be adjusted accordingly.

9. International Returns

For international returns, please note that any customs duties or taxes paid at the point of delivery are non-refundable. You will also be responsible for the return shipping costs, unless the item is faulty or incorrect.

10. Contact Us

For any questions or concerns about your return, please contact our Customer Service team at info@willowparkseeds.co.uk

GETTING STARTED

TECHNICAL ISSUES

At Willow Park Seeds, we strive to provide a seamless and enjoyable online shopping experience. However, if you encounter any technical difficulties while using our website, we are here to help. Please follow the steps outlined below to report any issues, and we will work to resolve them as quickly as possible.

1. Types of Technical Issues

You may encounter the following types of technical issues on our website:

Problems during the checkout process (e.g., payment issues, applying discounts).
Difficulty accessing your account or resetting your password.
Errors in product search or browsing.
Issues with website performance (e.g., slow loading times, broken links, pages not displaying correctly).
Problems with downloading digital content or accessing services.
General site accessibility issues (e.g., difficulties with screen readers, keyboard navigation, etc.).

2. How to Report a Technical Issue

To report a technical issue, please contact our Customer Support team with the following information:

Contact Details:
- Email: info@willowparkseeds.co.uk
- Phone: 0800 069 9398 (available Monday to Friday, 9 AM to 5 PM).
Information to Include:
- A detailed description of the issue.
- The date and time the issue occurred.
- The device you were using (e.g., desktop, mobile, tablet) and browser (e.g., Chrome, Safari, Firefox).
- Any error messages or screenshots of the issue, if possible.
- Your order number or account details (if applicable).

3. What to Expect After Reporting

Once you report a technical issue, we will:

Acknowledge Receipt: You will receive a confirmation that your report has been received within 24 hours.
Investigation: Our technical team will investigate the issue, including replicating the error and diagnosing its cause.
Updates: We will keep you informed of the progress and expected resolution time, especially for any issues affecting your ability to complete a transaction or access your account.
Resolution: Once the issue has been resolved, we will notify you and confirm that the problem has been fixed.

4. Impact on Orders

If you experience a technical issue during the ordering process (e.g., payment failure, incorrect order submission), please contact our Customer Support team immediately. We will assist you in verifying whether the order was successfully placed and help you complete your purchase if necessary.

5. Refunds or Adjustments Due to Technical Errors

If a technical issue on our website results in an incorrect order or overcharge, please let us know as soon as possible. We will work to resolve the issue, which may include issuing a refund, adjusting your order, or offering a voucher where appropriate.

6. Browser Compatibility

Our website is compatible with most major browsers (e.g., Google Chrome, Mozilla Firefox, Safari, Microsoft Edge). For the best experience, we recommend keeping your browser up to date and ensuring that JavaScript is enabled.

7. Security and Privacy

We take website security seriously. If you believe you have encountered a security-related issue (e.g., data breaches, suspicious activity), please report it to us immediately using the contact details provided above. We will investigate and take appropriate action to ensure the safety of your personal information.

8. Accessibility Support

We are committed to making our website accessible to all users. If you are experiencing difficulties related to accessibility, such as screen reader compatibility, keyboard navigation, or other assistive technologies, please reach out to us. We will work to address these issues promptly and ensure you can access our services without barriers.

Thank you for your patience as we work to provide the best possible online experience.

Privacy Policy

At Willow Park Seeds (“we”, “us”, “our”), we are committed to safeguarding your privacy and protecting your personal information. This Privacy Policy explains how we collect, use, and share your data when you use our website, www.willowparkseeds.co.uk (the “Site”), and outlines your rights regarding your information.

1. Information We Collect

We may collect and process the following types of personal information:

a. Information You Provide to Us

Personal Details: When you place an order or create an account, we collect your name, billing and delivery address, email address, phone number, and payment information.
Communication: If you contact our customer service team, we may keep a record of your correspondence.
Marketing Preferences: We collect information on your preferences for receiving marketing communications from us.

b. Information We Automatically Collect

When you visit our Site, we may automatically collect:

Technical Information: This includes your IP address, browser type, device information, operating system, and browsing history.
Usage Data: We track how you use our Site, including pages visited, time spent on the Site, and links clicked.

c. Information from Third Parties

We may receive information about you from third parties, such as payment providers, social media platforms, and marketing partners, if you choose to interact with our content or advertisements on those platforms.

2. How We Use Your Information

We use your personal information for the following purposes:

a. Processing Your Orders

To process and fulfill your orders, including delivery, payment processing, and providing updates on your order status.

b. Customer Service

To provide support, manage inquiries, and resolve issues related to your account or order.

c. Marketing and Promotions

To send you marketing communications, special offers, and promotions via email or other communication channels, if you have opted in to receive them. You can unsubscribe from these communications at any time.

d. Improving Our Services

To monitor and analyze trends, usage, and performance of our Site, and to improve our services and offerings based on this data.

e. Legal and Security Purposes

To comply with legal obligations, enforce our terms and conditions, prevent fraud, and protect the security of our Site.

3. Sharing Your Information

We may share your personal information with the following parties:

a. Service Providers

We share your information with trusted third-party service providers who assist us in delivering our services, such as payment processors and delivery carriers (e.g., DPD). These third parties are contractually bound to protect your data and use it only for the purposes we specify.

b. Legal Requirements

We may disclose your personal information if required to do so by law or in response to valid requests by government authorities (e.g., a court or a regulatory body).

4. How We Protect Your Information

We take appropriate technical and organizational measures to protect your personal data from unauthorized access, loss, or misuse. These measures include encryption of sensitive information, regular security assessments, and secure data storage.

5. Your Rights

Under UK data protection law, you have the following rights:

Right to Access: You can request a copy of the personal data we hold about you.
Right to Rectification: You can ask us to correct any inaccurate or incomplete information.
Right to Erasure: You can request the deletion of your personal data, where it is no longer necessary for the purposes for which it was collected.
Right to Restrict Processing: You can ask us to limit the way we use your data in certain circumstances.
Right to Data Portability: You can request that we transfer your data to another service provider, where technically feasible.
Right to Object: You can object to the processing of your data for marketing purposes or in certain other situations.

To exercise any of these rights, please contact us at info@willowparkseeds.co.uk . We will respond to your request within one month, as required by law.

6. Marketing Preferences

If you have opted in to receive marketing communications, you can withdraw your consent at any time by:

Clicking the “unsubscribe” link in any marketing email.
Contacting us directly at info@willowparkseeds.co.uk

7. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your browsing experience on our Site. Cookies help us to:

Improve site functionality.
Analyze site performance.
Provide personalized advertising and content.

For more information about our use of cookies, please refer to our Cookie Policy.

8. Data Retention

We will retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, or reporting requirements. When your personal data is no longer needed, we will securely delete or anonymize it.

9. Third-Party Links

Our Site may contain links to third-party websites or services. Please note that this Privacy Policy does not apply to third-party websites, and we are not responsible for their privacy practices. We encourage you to read the privacy policies of any third-party sites you visit.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page, and the effective date will be updated accordingly. Please check this page regularly to stay informed about how we protect your privacy

Our Cookies are fully customizable from any page on our website by clicking the mint green icon. This allows you to chose the level of data you wish to share with us and that we can collect. At willow park seeds We believe your data is your property and support your right to privacy and transparency. Our full Cookie Policy can by viewed by clicking the mint green icon and customized to your preferred level or specification.

ORDERS & PAYMENTS

At Willow Park Seeds (“we,” “us,” “our”), we aim to provide a smooth and secure shopping experience for all our customers. This Orders & Payments Policy outlines the terms and conditions related to placing orders and making payments through our website, www.willowparkseeds.co.uk (the “Site”). By placing an order, you agree to the following terms.

1. Placing an Order

a. Order Process

To place an order with Willow Park Seeds, you must:

Select the products you wish to purchase and add them to your shopping cart.
Proceed to checkout, where you will be required to provide personal details, including your billing and delivery address.
Choose a delivery method and payment option.
Review and confirm your order. It is your responsibility to ensure that all details are accurate before placing your order.

b. Order Confirmation

Once your order is submitted, you will receive an email confirming the details of your order. This email confirms that we have received your order but does not guarantee that your order has been accepted or fulfilled. All orders are subject to stock availability, payment verification, and acceptance by Willow Park Seeds.

c. Stock Availability

We strive to keep our stock levels updated, but in rare cases, items may become unavailable after an order is placed. If an item is out of stock, we will notify you as soon as possible and offer the option of a refund or substitution, where applicable.

d. Amending or Cancelling Orders

If you need to amend or cancel your order, please contact our Customer Service team at [insert contact details] as soon as possible. We will do our best to accommodate changes before the order is processed, but this may not be possible if the order has already been dispatched.

2. Payment Options

We offer several secure payment methods to make your shopping experience convenient:

a. Payment Methods

You can pay for your order using the following options:

Credit/Debit Cards: We accept major UK credit and debit cards, including Visa, MasterCard, and American Express.
PayPal: You can choose to pay securely via PayPal, a trusted third-party payment provider.
Other Payment Methods (if applicable): We may offer additional payment methods, such as Apple Pay, Google Pay, or bank transfer. These will be displayed at checkout if available.

b. Payment Security

We take your security seriously. All payments are processed through secure payment gateways that comply with the latest industry standards for data protection and encryption. Your payment information is transmitted securely and is not stored on our systems.

c. Payment Authorisation

When you place an order, a payment authorisation will be made. This means your bank or payment provider will reserve the funds for the transaction. Your payment will only be taken when your order is dispatched. If the payment is not authorised or fails for any reason, we will notify you, and your order will not be processed.

3. Pricing & Currency

a. Currency

All prices on our Site are listed in British Pounds Sterling (GBP) and include applicable taxes (e.g., VAT) unless otherwise stated.

b. Price Changes

We reserve the right to adjust prices at any time without prior notice. However, the price you pay for your order will be the price displayed on the Site at the time you place your order.

c. Pricing Errors

While we make every effort to ensure that the prices on our Site are accurate, errors may occasionally occur. If we discover an error in the price of an item you have ordered, we will inform you as soon as possible and offer the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, your order will be cancelled, and a full refund will be provided.

4. Order Delivery & Tracking

For information about delivery options, costs, and timescales, please refer to our Delivery Policy. You will receive a confirmation email with a tracking link once your order has been dispatched.

5. Order Issues & Disputes

a. Missing or Incorrect Items

If your order arrives incomplete or with incorrect items, please contact our Customer Service team at info@willowparkseeds.co.uk within 24 hours of receiving your delivery. We will investigate the issue and arrange for replacements or refunds where appropriate.

b. Damaged Goods

If any items in your order are damaged upon delivery, please report this to us as soon as possible with photographs of the damaged goods. We will arrange for a replacement or refund, depending on the situation.

6. Refunds & Returns

For details on how to return an item and request a refund, please refer to our Returns Policy. Refunds for returned goods will be processed via the original payment method used at checkout.

7. Discounts & Promotional Codes

a. Applying Discount Codes

From time to time, we may offer discount codes and promotional offers. These codes must be entered during the checkout process to be applied to your order. Only one promotional code can be used per order unless otherwise stated.

b. Terms of Use

Promotional codes are subject to terms and conditions, including expiry dates, which will be provided when the code is issued. Codes cannot be applied retrospectively to previous orders or used in conjunction with other offers, unless otherwise specified.

8. Order Cancellation by Willow Park Seeds

We reserve the right to cancel an order at any time for reasons including, but not limited to:

The product is no longer available or out of stock.
Payment authorisation failed.
A pricing or description error was identified.
Delivery to the address provided is not possible.
The order breaches any of our terms and conditions.

In the event that we cancel your order, you will be notified as soon as possible, and a full refund will be issued using your original payment method.

CONTACT US

At Willow Park Seeds, we value our customers and are committed to providing excellent service. Whether you have questions about our products, need help with an order, or require any other assistance, we are here to help. This policy outlines the ways you can contact us and what to expect when you do.

1. Contact Methods

You can reach us through the following methods:

a. Email

For general inquiries, product information, or order support, you can email us at:

Email: info@willowparkseeds.co.uk

We aim to respond to all emails within 24-48 hours, excluding weekends and public holidays.

b. Phone

If you prefer to speak with a member of our team, you can contact us by phone during business hours:

Phone: 0800 069 93 98
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

Please note that call wait times may vary depending on call volume, but we strive to assist you as quickly as possible.

c. Live Chat (If applicable)

For real-time assistance, you can chat with our customer service team through our Live Chat feature, available on our website:

Live Chat Hours: [insert hours, e.g., Monday to Friday, 9:00 AM – 5:00 PM (GMT)]

2. Response Times

We are committed to responding to all inquiries as promptly as possible. Our standard response times are as follows:

Email Inquiries: Within 24-48 hours.
Phone Calls: Immediate response during business hours.
Live Chat: Immediate assistance during Live Chat hours.
Postal Inquiries: Please allow up to 7-10 business days for a response, depending on postal delivery times.

3. Order Inquiries

If your inquiry relates to an existing order, please have your order number and relevant details ready when you contact us. This will help us resolve your query more efficiently.

For issues such as missing items, damaged goods, or delivery delays, please reach out to us as soon as possible, and we will work to resolve the matter swiftly.

4. Product Information & Advice

If you have questions about our products, such as seed varieties, planting tips, or availability, our knowledgeable team is happy to assist. You can contact us via any of the methods listed above, and we will provide the information you need.

5. Customer Feedback

At Willow Park Seeds, we value your feedback. Whether it’s a compliment, suggestion, or concern, your input helps us improve our products and services. Please feel free to share your feedback using the contact details provided above.

6. Complaints

If you are not satisfied with our products or service, we encourage you to contact us so we can resolve the issue. We take all complaints seriously and will work with you to find a suitable solution. Please provide as much detail as possible, including your order number and nature of the complaint, so we can address the matter promptly.

7. Social Media

You can also connect with us on social media for the latest updates, promotions, and product news. While we welcome engagement on our social platforms, please note that for customer service inquiries, it is best to contact us directly via email, phone, or live chat for the fastest response.

8. Business Hours

Our customer service team is available during the following hours:

Monday to Friday: 9:00 AM – 5:00 PM (GMT)
Weekends & Public Holidays: Closed

Any inquiries received outside of business hours will be responded to on the next working day.

9. Privacy and Data Protection

When you contact us, we may collect personal information such as your name, contact details, and order information to assist with your inquiry. Please rest assured that any personal data provided to us will be handled in accordance with our Privacy Policy.

10. Contact Us for Wholesale or Business Inquiries

For wholesale, partnership, or business-related inquiries, please reach out to us via email at info@willowparkseeds.co.uk, and our team will be in touch to discuss your needs further.

11. Changes to this Policy

We may update this Contact Us Policy from time to time. Any changes will be posted on this page, so please review it regularly to stay informed.

For any questions, concerns, or assistance, please don’t hesitate to get in touch. We look forward to hearing from you and appreciate your business with Willow Park Seeds.

Thank you for choosing Willow Park Seeds!