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Delivery / Returns Policy

Delivery & Returns

Standard Delivery is 3-5 days.

The cutoff time for Next Working Day orders is 12pm Monday to Thursday.

Please note, next day delivery is only available to addresses in Mainland England and Wales.  Addresses in Scotland will take an additional 24 hours and next day delivery to Northern Ireland may incur a surcharge

Orders, Delivery & Collection

Placing an Order

By placing an order with Hen & Hammock, you are accepting the terms and conditions below.

Payment Terms

Your card will only be charged at the time of despatch.

Orders

Whilst we endeavour to keep all items in stock and available for immediate despatch, this may not always be possible. In the event that an item is temporarily out of stock we will contact you within 24 hours and advise you of an anticipated delivery time. If you have ordered multiple items you will be given the option of waiting and receiving your items all together, or you can choose to have them delivered in two consignments.

If an item has been discontinued or we are unable to secure further stock of any item, we will cancel that order. Please note, as with all Online Shopping, your completion of the checkout process does not explicitly guarantee we are able to supply the goods ordered and we reserve the right to cancel orders at any point up to the delivery.

delivery

Delivery

We try very hard to send all orders out within 24 hours, so you should receive yours within 3-5 days. However, if you need it urgently please select Next Working Day or give us a call. With our Standard Delivery service, we aim to despatch goods held in stock within 72 hours of receiving your order, and often sooner. Delivery will be made as soon as possible thereafter.

All orders require a signature upon delivery. If you know you will not be available to sign for your parcel, please make arrangements for someone to sign on your behalf and advise us of this at the time of placing your order. Our carrier will not leave parcels without a signature unless instructed by us directly. We will only do so if you have requested this but please note, items will then be left at your own risk and we cannot accept responsibility for any losses.

The exception to the above is Heavy or Large Items as you will need to be in at time of delivery. We would like to avoid any delivery hiccups so before you order heavy or large items, please make sure there is sufficient access to your property for delivery and the item will fit in your home. It is your responsibility to ensure that the items you have ordered from us will fit into your property and easy access can be achieved using 2 delivery persons only. If you are in any doubt about measurements or access, please ensure you contact us at least 48 hours prior to the scheduled delivery date so that we can advise appropriately.

Please note an additional £40 charge will be levied if we are unable to deliver the item due to access reasons, if the item does not fit through the door or into that special space that needs filling, or if you are not at home at the time of delivery. We are not able to refund delivery charges in such circumstances. If we need to arrange a second delivery date for the reasons above, we reserve the right to charge for this at the full, non-subsidised rate, to cover our costs. In this event, we will advise you of the re-delivery charge prior to re-delivery.

Please note that we are unable to accept liability for any delay to your delivery that is beyond our control.

Purchases may be delivered to any UK mainland address, providing the card holder supplies their registered home address. For security reasons, telephone orders can only be delivered to the card holder's registered address unless a previous purchase has been made. Please note that card holder details are checked securely by SagePay. For deliveries further afield (Channel Islands, Isle of Man, non-mainland UK, continental Europe, Eire, and the Rest of the World) we are not able to deliver to you at present, but we hope to be able to reach you in the future so please bear with us!

Delivery charges to UK Mainland

We offer two types of delivery to addresses on the UK mainland:

  • Standard Delivery. We have a charge for standard delivery of £5.95 for orders under £100. For orders over £100, delivery is free of charge. Our standard delivery is by post for packages under 2kg and by courier for heavier items. In our experience orders usually arrive within 3 working days, but please allow 5 working days for all items.
  • Next Working Day. If you want your order urgently, we can use an express courier to deliver it to you the day after we receive your order (excl weekends and bank holidays) for orders received before 12pm (midday) Monday to Thursday. This costs an additional £4. To avoid any delays, at the checkout please leave an instruction of where the package can be left in case there is no one in, such as in a garage or porch. Please note, for courier deliveries to Scotland, delivery takes an additional day.

We include any delivery instructions you give us, so please leave an instruction if at all possible.

Delivery to the Scottish Highlands and non-mainland UK addresses

For UK addresses that are particularly remote or require crossing the sea, such as the Scottish Highlands, Isles of Scilly, Channel Isles, Isle of Man and Northern Ireland, please telephone us for a quote. 

Delivery to addresses outside the UK

We are sorry, but at present we are unable to send orders to destinations outside of Mainland UK.

Click and Collect

Please enter the code collect in the View Basket stage of the checkout. This will remove any p&p charge and tell us to put your order to one side. Please wait for a confirmation email from us before making a special journey.

Our address is:
Hen and Hammock,
at Burford Garden Centre Ltd,
Shilton Road,
Burford,
Oxfordshire OX18 4PA    

Packaging

In everything we do we strive to minimise our impact on the environment. We therefore re-use packaging material wherever possible. This will mean that from time to time your products will be packaged with a range of materials which may not always be as eco-friendly as we would like. However, we think it best to re-use as much as possible of the materials we receive so as to minimise our need for new packaging materials. The only packaging material we buy is recycled and biodegradable.

If you need help on how to order, please give us a ring. We'd love to hear from you. 01993 823117