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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

Hen & Hammock Terms and Conditions

Placing an Order

By placing an order with us, 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

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   

Returns

We care passionately about the products we sell and the service we give. It is really important to us that you are delighted with your order.

If for any reason you are not completely satisfied with your order, we will be happy to offer a full refund or exchange providing the goods are returned to us undamaged and ideally in their original packaging within 14 days. For heavy items, please call 01993 823117 and we will organise collection directly with our courier.

If you wish to return an order you will be entitled to a refund of our Standard Delivery Charge. This does not apply to partial order returns, where no refund of the Delivery Charge will be given. Please note that the additional costs of Special Delivery (eg next day or timed delivery) will not be refunded.

In the unfortunate event that your item arrives damaged or is faulty, please contact us as soon as possible and within 24 hours of delivery, by calling 01993 823117 or by email to returns@henandhammock.co.uk . We will always do our very best to replace any damaged or faulty item as soon as possible.

Under the Consumer Rights Act 2015, for faulty goods you have a right to a full refund in most cases, up to 30 days after purchase.

The goods should be returned to:

Hen and Hammock
at Burford Garden Centre Ltd
Shilton Road
Burford
Oxfordshire
OX18 4PA

If you have any questions about how to return goods, please give us a call at Burford Garden Company, 01993 823117.

Privacy Policy

At Hen & Hammock we respect your privacy and are committed to maintaining it. This policy discloses how we collect, protect, use and share information gathered about you. This Privacy Policy was most recently updated on 25th May 2018.

Information Collected and Use of Information

 If you subscribe to our email newsletter, we will ask for your name and email address. You can subscribe to our newsletter via the Sign-Up page on our website. We then retain your name and email address securely and we use this information so we can keep in touch with you about exciting new products and ideas, top tips, events and Hen & Hammock offers we think would be of interest to you. Your information is retained until you confirm you wish to Unsubscribe.

 We do not share this data with any third party.

 You may Unsubscribe from our email newsletter at any time by following the Unsubscribe link on any one of our emails.

 You can Subscribe again at any time.

 You can additionally request to have your data removed from our records by emailing hello@henandhammock.co.uk.

If You Place An Order via Our Website

 When you place an order on our website, we will ask for the following personal information to help process your order quickly and efficiently:

• Your name;

• Your email address to send you confirmation emails, order updates and for customer service;

• Your billing and delivery address to deliver your order;

• Telephone number for customer service;

• Payment details.

 We cannot see nor do we store your payment details.

The importance of security is of the utmost concern to us. When you place an order on our website, we use industry standard (Secure Socket Layer SSL) technology to encrypt and protect the personal information submitted to us, both during transmission and once we receive it. Payment data is routed through Sagepay, a payment gateway bank security and identity system to help protect the customer from fraud and identity theft. Please note, we are required to retain transaction data (except payment details as above) for a period of 7 years to comply with HMRC requirements.

 We do not share any of your data with any third party, unless we are required to by law, for the fraud and identity check reasons detailed above, or for the purposes of fulfilling your delivery with our third party delivery partners (for example Royal Mail).

If You Register For An Online Account With Hen & Hammock

 You may register for an Online Account as an alternative to Guest Checkout. This means certain information is retained and stored so that you do not need to re-enter it every time you shop with us.

 This following information is retained and can only be accessed by your unique login and password, which you will set when you register with us:-

• Your Name;

• Your Billing Address and Shipping Address (if different);

• Your Email Address;

• Your Date of Birth.

 Once you have registered online, you can check and update the information we store for your account by visiting our website and logging in. If you decide you wish to have your account permanently deleted you can contact us by post or email at hello@henandhammock.co.uk requesting that we do this for you.

There are also some things that you can do to help protect the security of your information, such as never letting others see your login details and remembering to sign out of your account when you finish shopping with us.


How we Share or Store Information

We share personally identifiable information with our payment and parcel delivery partners, in order to process card payments and orders.

We do not see nor retain electronically any payment details for any transaction.

A copy of your transaction is retained for a period of 7 years to comply with HMRC requirements.

 If your purchases are delivered by us to your home address or alternative address, personally identifiable information may be shared with our carefully selected delivery service partners, so that we can fulfil your delivery. This will be your name and address along with a telephone contact and email contact details, and additionally any specific delivery instructions you may have given.

Accessibility

We are working to ensure all pages on this website conform to the Web Content Accessibility Guidelines 2.0. These guidelines are the internationally recognised benchmark for building accessible websites.

Cookies Policy 

This page describes our cookie policy for our website www.henandhammock.co.uk If you do not accept this Cookie Policy please do not use this site.

What are cookies?

For almost any modern website to work properly, it needs to collect certain basic information on its users. To do this, a site will create files known as cookies – which are small text files – on its users' computers. These cookies are designed to allow the website to recognise its users on subsequent visits.

Cookies do a lot of different jobs which make your experience of the Internet much smoother and more interactive. For instance, they are used to remember your preferences on sites you visit often, to remember your login details and the contents of your shopping basket, and to help you navigate between pages more efficiently. Much, though not all, of the data that they collect is anonymous, though some of it is designed to detect browsing patterns and approximate geographical location to improve user experience.

Some websites may also contain images called 'web beacons' (also known as 'clear gifs'). Web beacons only collect limited information, including a cookie number, a timestamp, and a record of the page on which they are placed. These beacons do not carry any personally identifiable information and are only used to track the effectiveness of a particular campaign (for example by counting the number of visitors).

Information collected by cookies and web beacons is not personally identifiable.

How do we use cookies?

We collect a number of cookies from our users for various reasons, not least to track our own performance – but also to improve your overall experience of the site. Amongst other things our cookies allow us to calculate how many visitors we have - anonymously, of course - and how long they stay on our site.

Our cookies also enable us to see how many visitors we get to individual areas of our website, thereby helping us to monitor the effectiveness of what we do and the relevance of the content, and the products, we upload.

We do our utmost to respect users' privacy. We use cookies to monitor and improve our services only. We sometimes include links on our site to content on third party websites and cookies may be used to track your visits to these sites.

We believe that your experience of the site would be adversely affected if you opted out of the cookies we use.

What types of cookie are there, and which ones do we use?

There are two main types of cookie:

  • Persistent cookies remain on a user's device for a set period of time specified in the cookie. They are activated each time that the user visits the website that created that particular cookie.
  • Session cookies are temporary. They allow website operators to link the actions of a user during a browser session. A browser session starts when a user opens the browser window and finishes when they close the browser window. Once you close the browser, all session cookies are deleted.


Cookies also have, broadly speaking, four different functions and can be categorised as follows: 'strictly necessary' cookies, 'performance' cookies, 'functionality' cookies and 'targeting' or 'advertising' cookies.

Strictly necessary cookies are essential to navigate around a website and use its features. Without them, you wouldn't be able to use our basic services like registration or shopping baskets. These cookies do not gather information about you that could be used for marketing or remembering where you've been on the internet.

Examples of how we use 'strictly necessary' cookies include:

  • Setting unique identifiers for each unique visitor, so site numbers can be analysed.
  • Allowing you to register a Burford Garden Company account and sign in to website as a registered user.
  • Allowing you to an add an item to your basket.
  • Allowing you to purchase items from us.


Performance cookies collect anonymous data for statistical purposes on how visitors use a website, they don't contain personal information, and are used to improve your user experience of a website.

Here are some examples of how we use performance cookies:

  • Gathering data about visits to our website, including numbers of visitors and visits, length of time spent on the site, pages clicked on or where visitors have come from.
  • For comparison with other websites using data collected by industry-accepted measurement and research companies.
  • Information supplied by performance cookies helps us to understand how you use our website; for example, whether or not you have visited before, what you looked at or clicked on and how you found us. We can then use this data to help improve our services.


Functionality cookies allow users to customise how a website looks for them: they can remember usernames, language preferences and regions, and can be used to provide more personal services. Currently we do not use functionality cookies.

Advertising and targeting cookies are used to deliver advertisements more relevant to you but can also limit the number of times you see an advertisement, and be used to chart the effectiveness of an ad campaign by tracking users' clicks. Currently we do not use advertising or targeting cookies.

Third Party Sharing Cookies are used to allow you to easily share content, typically via email, SMS or social media platforms. We enable these cookies so that you can share our content via Facebook, Twitter, Pinterest and email. Your browser may well enable sharing via other platforms and SMS or MMS.

How do I control my cookies?

You should be aware that any preferences will be lost if you delete and disable cookies and many websites will not work properly. We do not recommend turning cookies off when using our website for these reasons. You will not be able to shop on our website if you disable all cookies.

Most browsers accept cookies automatically, but you can alter the settings of your browser to erase cookies or prevent automatic acceptance if you prefer. For further information we recommend visiting http://www.aboutcookies.org/

Generally, you have the option to see what cookies you have got and delete them individually, block third party cookies or cookies from particular sites, accept all cookies, to be notified when a cookie is issued or reject all cookies. Visit the 'options' or 'preferences' menu on your browser to change settings and check the following links for more browser-specific information.

Cookie settings in Internet Explorer

Cookie settings in Firefox

Cookie settings in Chrome

Cookie settings in Safari

You can also clear, as opposed to permanently delete, cookies stored on your device or computer. This is known as 'clearing the cache' or 'clearing your browsing history and data'. This will clear your history and cookies, along with the majority of any automatically retained login details and passwords. Cookies will be reenabled when you next visit a website, as opposed to being blocked.

Managing performance cookies

It is possible to opt out of having your anonymised browsing activity within websites recorded by performance cookies.

Burford Garden Company uses the following companies and you can opt out of their cookies by clicking on the relevant links. Please note that this will take you to the relevant third party's website and generate a 'no thanks' cookie, which will stop any further cookies being set by those third parties.

Don't forget that by not allowing performance cookies, this stops us from being able to learn what people like or don't like about our website so that we can make it better.

Google Tools: https://tools.google.com/dlpage/gaoptout
Google Analytics: http://tools.google.com/dlpage/gaoptout

User agreement

By continuing to use our site, you agree to the placement of cookies on your device. If you choose not to receive our cookies, we cannot guarantee that your experience will be as fulfilling as it would otherwise be. For instance, the site won't be able to allow you to add items to your basket or make purchases.