Delivery and Returns Policy

Delivery and Returns Policy


  1. Delivery Policy


1.     Introduction

1.1    In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone 01388 417276 or email –

1.2    This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our Terms and Conditions of Sale document displayed on the website.

2.     Local delivery

2.1    We offer delivery to local postcode areas subject to a minimum order value of twenty GBP as detailed.

2.2    All orders will be subject to delivery charges as detailed in Section 5.

3.     Geographical limitations

3.1    We will deliver to the following countries and territories: England, Scotland, and Wales. Regrettably we are unable to deliver to UK Highlands, Offshore Islands, Northern Ireland or Channel Islands at this time.

3.2    We may from time to time agree to deliver products to other countries and territories.

4.     Delivery methods and periods

4.1    The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a)    if your delivery address is on the United Kingdom mainland, you will be able to select local, county, regional or national delivery, and the typical period for delivery of products by this method is 3-7 working days from date of receipt of payment.

4.2    If you place your order by 3pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 3pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3    The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

5.     Delivery charges

5.1    Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2    Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and with respect to national deliveries, the size and weight of the products in your order.

5.3   Our delivery charges are as follows:

(a)    in respect of Local Delivery:

        Postcodes: DL4, DL5, DL14, DL16, DL17   Delivery Fee: £10.00

        Postcodes: DL1, DL2, DL3, DL15, TS21   Delivery Fee: £15.00

        Postcodes: DH6, DH1, DH2, DH3, DH4, DH7, DL13, DH97, DH99, TS16-TS20, TS23   Delivery Fee: £20.00

        Postcode  DH5   Delivery Fee: £25.00

        Postcodes: DH8, DH9, DH98, DL6, DL12, NE1-NE63, TS1-TS8, TS15, TS24 - TS26   Delivery Fee: £30.00

        Postcodes: TS9- TS14   Delivery Fee: £35.00

(b)    in respect of Nationwide Delivery, for all other deliveries in the UK that are not mentioned in 4(a) above by postcode, a custom delivery quotation based on volume and weight of items purchased will be provided.

(c)    Our ‘Click and Collect’ service is an alternative to delivery and no charges apply.

5.4    In order to protect both our customers and drivers, all deliveries will be contactless for the foreseeable future. Thus, all payments will be taken telephonically or prepaid online before deliveries. This means that:

  • We will call you on the contact number provided on your order before delivering to ensure you/someone is available. We will only be able to specify a two-hour window, not an exact time.
  • Drivers will ask you to remain inside or a minimum of 2 metres away during the delivery process.
  • Drivers will not enter your home to deliver. Courier deliveries are strictly kerbside and no packaging will be taken away.
  • With local deliveries using our own van, we will take items such as pots into or through a garage, or around the house to the back garden only if accessible and by prior arrangement and is entirely at your own risk. However, if access to the garden is unavailable or deemed unsafe, we will deliver the items to the front driveway. We will not take away packaging i.e. the packaging of a plant or pot that we may have deemed necessary, in order to safely deliver your items. Assembling products upon delivery, for example garden arches or furniture will incur an additional upfront charge. Large or heavy items will only be delivered to your front driveway area. Assistance with large or heavy items (more than 30kg in weight and/or more that 2m in height) to the final placement in your garden may incur additional charges and must be agreed and paid for upfront before delivery is arranged.  
  • A signature will NOT be required during this process. The driver will take a photograph of the delivered item at the time of delivery. Thank you for your cooperation during this time.

6.     Delivery tracking

6.1    Delivery tracking is available in respect of nationwide orders. Details will be provided within 48 hours of receipt of confirmed order and payment.

7.     Additional deliveries

7.1    If an initial delivery attempt is unsuccessful, our drivers or our delivery service provider will make at least 1 more attempt to deliver the products in your order.

8.     Collection

8.1    If your products remain undelivered despite our drivers or our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will either call you on your contact number provided or leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

9.     Delivery problems

9.1    If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

9.2    If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

9.3    An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a)    you provided the wrong address for delivery;

(b)    there is a mistake in the address for delivery that was provided;

(c)    the address for delivery is not reasonably accessible;

(d)    the address for delivery cannot safely be accessed;

(e)    if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f)     You have been advised prior to delivery that if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.


  1. Returns Policy


1.     Introduction

1.1    We understand that from time to time you may wish to return a product to us.

1.2    We have created this policy to enable you to return such products to us in appropriate circumstances.

1.3    This policy shall apply to all of our customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our website.

1.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2.     Returns

2.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)    You inspect and check the products carefully upon delivery. If there is something wrong with the item or it is not what you ordered, then please immediately advise the driver. Failing this, we will need to receive the returned product within 14 days following the date of dispatch of the product to you;

(b)    where applicable, the returned product is unused, in its original unopened packaging with any seal or shrink-wrap intact, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product; and

(d)    none of the exclusions set out in this policy apply.

3.     Returns procedure

3.1    In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2    Products returned under this policy must be sent by courier for delivery to Windlestone Nursery, Windlestone Lane, Rushyford, Ferryhill, DL17 0NA or delivered in person to this address if it is a local purchase.

3.3    You will be responsible for paying courier costs associated with returns under this policy.

4.     Exclusions

4.1    The following types of product may not be returned under this policy:

(a)    Any plants, shrubs or trees that may deteriorate within the period of 2-3 days following dispatch due to not being watered or being exposed to an unsuitable environment before, during or after planting, or through being damaged when planting.

(b)    any product made to your specification;

(c)    any product made to order;

(d)    any product personalised or adapted for you; or

(e)    gift vouchers.

5.     Refunds

5.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2    We will not refund to you the original delivery charges relating to the returned product.

5.3    We will not refund to you any costs you incur in returning the product to us.

5.4    We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5    We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.     Improper returns

6.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.     Our details

7.1    This website is owned and operated by Windlestone Nursery Ltd.

7.2    We are registered in England and Wales under registration number 07882143 and our registered office is at JFS Torbitt. 58 Durham Road, Birtley, Chester le Street, Tyne and Wear, England, DH3 2QJ

7.3    Our principal place of business is at Windlestone Lane, Rushyford, Ferryhill, DL17 0NA

7.4    You can contact us:

(a)    by post, to Windlestone Lane, Rushyford, Ferryhill, DL17 0NA

(b)    using our website contact form;

(c)    by telephone, on the contact number published on our website; or

(d)    by email, using the email address published on our website