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
If you haven't received your order yet, it may still be out for delivery. Alternatively the courier could have attempted to deliver but you weren't home? They will try up to 3 times.
Next Day Deliveries are for the next working day if you order before 11am (this excludes public / bank holidays).
You can track your order with the unique tracking number we sent you in our despatch email. If you can't find this email, you can get the tracking reference number from the order history page of the my account section.
In our despatch email you'll have received a unique tracking number for your order. Please check your junk folder, if you haven't got the email.
Our Standard Delivery is usually next day which usually takes 24 hours.
Next Day Deliveries are for the next working day if you order before 11am (this excludes public / bank holidays).
You can track your order with the unique tracking number we sent you in our despatch email. If you can't find this email, you can get the tracking reference number from the order history page of the my account section.
Once you have placed your order, we will send you an 'order confirmation' email, detailing the products you have purchased, cost and delivery option (if applicable).
We will also send you an email when the order has been processed and despatched along with your tracking details, this enables you to track your shipment. Your tracking information can also be found in your order history on the my account page.
If you aren't receiving emails from us, please check your junk. If you still cannot locate your emails from us then please call our freephone number, you would be surprised how many times tablet and mobile users emails get entered as .co.U.K. (instead of .co.uk) due to autocorrect when typing.
As a business, Willow Park Seeds have an average next day delivery rate with DPD and Royal Mail tracked 24 of 99.3%, this is partially down to our earlier cut off times, which allow us to give your parcel to our carriers early in the day.
Next Day Delivery - next day if you place your order before 11am and receive your order the very next day (excludes public / bank holidays).
You can also check the status of your order using your tracking number(s) that we have sent you in the despatch confirmation email.
Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing you delivery address, and if the attempts are unsuccessful, your order will be returned.
On occasion, an order may get damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you have received in your despatch email.
If, for any reason they the delivery attempts are unsuccessful, they should leave a card informing you that your order has had an attempted delivery.
Unfortunately, orders that are in the process of being returned to us by our couriers cannot be re-directed out to our customers again for re-delivery, once our warehouse team have processed your return it will be refunded in full. If however, the return is due to incorrect address details being provided upon checkout (which is a very rare occurrences as our state of the art systems tend to spot address issues), then we will reserve the right to deduct the cost of the parcel being returned to us from the refund.
If you require the items to be resent to you, we would ask that you to place a new order with us once we have confirmed your refund has been processed.
Firstly, we are sorry to hear you're having problems with your order.
If the courier was unable to reach you when attempting delivery of your goods, they may have delivered the parcel to one of your neighbors.
We would first ask you to check if you have received a delivery card from the courier.
If you’ve checked for a delivery card and have also spoken with your neighbors, but still aren't in receipt of your parcel, please contact our customer services team and we'll be happy to help. Our systems store the GPS data from parcel delivery scans, so we would aim to have your parcel with you as quickly and efficiently as possible.
RETURNS
You can return your online orders to Willow Park Seeds. All items must have not been used, and are in still in their original unopened packaging. You have 28 days to return your order from the date it was delivered. We cannot accept the returns of opened or used perishables such as foodstuffs.
If however, your item is faulty or incorrect, please contact our Customer Service team ahead of making any return.
If you’ve had items that we manufacture delivered to you from another retailer, please speak with the retailer that sold you the item about their return policy, we cannot accept returns for items that have not been purchased from us.
REFUNDS
We try to process all returns as quickly as we possibly can for you to get your refund. You can expect to receive confirmation via email within a week of having returned the item, it can take longer sometimes during bank holidays and public holidays.
All refunds will be refunded to the same payment method you had used when placing the order.
If your order had been paid part or in full by one of our gift cards, the refund will be issued as a gift card, e-voucher, coupon or reward points up to the value of the gift card you used. At which point, any remaining funds owed will be refunded onto the other payment methods used.
If however, your item is faulty or incorrect, please contact our Customer Service team ahead of making any return.
If you’ve had items that we manufacture delivered to you from another retailer, please speak with the retailer that sold you the item about their return policy, we cannot accept returns for items that have not been purchased from us.
GETTING STARTED
Register an account with us is easy, and you will have the benefit of being able to view your orders and order history in one place and also take advantage of our loyalty and reward programs.
Start by visiting our Registration Page.
To need to register with an active, valid email address.
Once you have followed the steps of setting up your account you can update your address details using the My Account section of our site. Here you can manage everything from your addresses, loyalty and rewards program status and keep an eye on your orders and tracking.
Register an account with us is easy, and you will have the benefit of being able to view your orders and order history in one place and also take advantage of our loyalty and reward programs.
Upon registration of your account using your valid email address, you will be asked to create a password for your account.
If you already have an account with us but cannot remember your password, you can use the forgotten password link on the login page of our website to re-set it by following the steps.
You can manage your account and your password in the My Account section.
You can search for items in a few different ways on our website, you then add them to your basket.
You can look through our different categories for inspiration before you purchase.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection before adding it to your basket.
When you're happy with your selection you can proceed to cart or checkout where you will select your preferred delivery option. For your convenience a floating shopping basket will be visible towards the top right of any page when you add a product to your basket. Here you will have a quick overview of your baskets content and totals before you checkout and look forward to receiving your items.
Having an account is absolutely free and enables you to shop easily without having to enter your details each time. It also gives you an easy to understand and fast overview of your previous order history.
If however, you would like to deactivate your account, please contact our customer services team from your registered email address and name on the account.
Once we have cancelled your account you will receive confirmation of this via email.
TECHNICAL ISSUES
Sometimes you may run into trouble and not receive account emails that we are sending to you. This is problematic because we need communicate shipping notifications, billing and order updates via email. Adding our email address to your safe sender list will ensure you receive our emails, and reduce the chances of having problems receiving emails from us in the future.
The email address for order confirmation and update email is: info@willowparkseeds.co.uk
If you are having trouble receiving emails from us please follow the instructions below to add our email addresses to your address book. instructions for all major email providers can be found below.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
If you have an account with us, please make sure you are using the same email address and password you used when creating your account.
If you cannot remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password.
If you do not already have an account with us, you can set one up here. This means you have all your order history, rewards, tracking and details in one place.
If you're still having problems signing in to your account, please contact our customers services team and we'll be happy to help.
We are sorry you've had a problem with our website and appreciate that you've told us so that we can fix it.
It would really help us if you can let us know in as much detail as you can about the problem;
What the issue was
A Link to the page where the problem happened or the page name (i.e shop, cart, my account)
Screenshot of the issue encountered if possible
Details on what should have happened
What browser and device you are currently using
Any error message that appeared on the screen when encountering the issue.
Privacy Policy
Full details of our privacy policy can be found on our privacy policy page by clicking the link below.
COOKIE POLICY
Full details of our cookie policy can be found on our privacy policy page by clicking the link below.
ORDERS & PAYMENTS
We’re sorry to hear there is an issues with your order.
Please contact our customer services to via email and attach any images of the wrong/faulty items and we'll investigate this for you.
We appreciate you for your patience while we put this right.
We’re sorry you are missing iteams from your order.
Before contacting our customer service team, please check your tracking details, order can be sent across multiple parcels and our carrier may have sent them out for delivery on separate vans. This can occur with DPD where one van will delivery heavy weight parcels and another will deliver smaller light parcels.
If after waiting 24 hours the rest of your order has not turned up then please contact our customer services team and will will rectify the issue for you as promptly as we can.
We accept most well known payment methods:
Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (AMEX), PayPal, Rewards/Loyalty Points & Our Gift Cards.
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions from time to time where certain payment methods won't be available to you. You will only ever see the payment options available to you in the checkout process. For example, if PayPal are experiencing technical issues and are unable to process payments (i.e PayPal is down) we will temporarily remove PayPal as a payment option until they have resolved their issues to avoid frustration.
If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.
You cannot purchase gift cards using another gift cards as a payment option.
Payment authentication or '3D secure' are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
If your card is rejected by our online payment processing system, please double check that all of the details entered are correct and matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the process of payment authentication so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorization from your payment card issuer to process the payment.
If you are getting error messages when trying to make a payment, please first make sure you have entered all the details correctly. You may want to contact your bank to make sure there are no issues with your card.
If you’re still encountering a problem, please contact us and include as much detail as you can around the error try to include:
The error message you are seeing
A description of the problem
The payment method you are trying to use
The products are you are trying to purchase
What internet browser and device you are using
Any other details you think could be useful
If your credit/debit card was declined, please check that your card has not expired or, alternatively please ensure your billing address for the card matches the one you have on file with us.
If you are using PayPal, please contact them directly.
We are able to amend or cancel orders before our 11am cut-off time. You cannot cancel an order or make changes to an order that has gone past the cut-off time and been despatched. This includes adding or removing items, changing delivery addresses, delivery options or the email address on the order.
Once you have placed your order it starts going through the system straight away, so that we can get it to you as quickly as possible.
After selecting the items you wish to purchase and proceed to the cart or checkout page as normal.
When at the payment stage of checkout you will see a box that says ‘Have A Gift Card' for gift card purchases, here you can add in your gift card code.
To use your Reward Points, at the top of the cart or checkout you will see the sentence 'You have 'xxx' points earned choose your reward Click Here' By clicking on this it will present you with a number of ways to use your points against the cost of your order.
Our loyalty and reward points have their own dedicated how to page that can be seen by Clicking Here
Sometimes you need to be quick! We only show items on our website that are in stock. This is done to avoid frustration, our weekly offers can sometime be in limited numbers so it's worth checking the website regularly.
Our Customer Service may be able to help you with the date a product is coming back into stock if the re-stocking date is not visible on the product listing.
CONTACT US
You can contact our customer services team via freephone
Tel: 0800 069 9398
You can contact our customer services team via email:
email: info@willowparkseeds.co.uk
