Our National Delivery service is available for selected items purchased online. We can also arrange this delivery for the same selected items purchased in-store; please ask a member of staff to check eligibility and to arrange delivery for you at purchase.
For plant orders the postage cost will be £6.99.
PROCESSING TIME
We aim to process all online orders within 1-2 days. This includes selecting products from our Garden Centre and warehouse, quality checking and packaging all items. If you need to make a change to your order, please contact us as soon as possible on 01908 281161, Mon – Sat 9am-5pm.
DELIVERY TIME
For National Delivery orders we use Royal Mail Tracked 48 hours service. Royal Mail aims to deliver these parcels within 2 business days and will be collected from our premises. We estimate 2-3 business days for delivery time after processing.
For Plants National Delivery we use Royal Mail Tracked 24 hours service. Royal Mail aims to deliver these parcels within 1 business day after being collected from our premises.
We cannot guarantee this time-frame on every occasion due to external factors with Royal Mail that are out of our control. Where Royal Mail is unable to deliver an order within a suitable timeframe, we will attempt to use an alternative service, which will be communicated appropriately.
You will be emailed from us when your order is dispatched. You will also be emailed by Royal Mail with a tracking number. You will then be able to amend any delivery preferences with Royal Mail. We cannot make any changes once your order has been dispatched.
On the rare occasion that your order needs to be separated into multiple boxes, we will let you know to expect multiple packages and Royal Mail will provide you with the multiple tracking numbers.
DELIVERY LOCATIONS
National Delivery is available for most addresses within the United Kingdom, including England, Wales, Scotland, Northern Ireland and islands. If Woburn Sands Emporium are unable to send an order to an address with Royal Mail, we will notify you and may have to cancel the order. We cannot guarantee postage is available to every address, but we will work to find a solution before considering cancellation.
We do not offer any International Delivery at this time and will not accept orders to international locations. Any orders placed to an international address, outside of the United Kingdom, will be cancelled and refunded. Please note the National Delivery to the UK does not include the Republic of Ireland.
SHIPPING RESTRICTIONS
Not all products are available for National Delivery whilst we can comply with Royal Mail rules on prohibited items. This means certain ranges, including pesticides, weedkillers and certain bladed tools, will not be available for National Delivery. Products that do not fall within strict size limitations will also not be available for this service, including exceptionally large or heavy products.
For any uncertainty our products should display delivery eligibility on the website and on the checkout page. Any delivery costs or restrictions will be displayed at checkout, once you have entered your postcode.
MISSING, LOST OR DAMAGED ITEMS
Reporting a missing, lost or damaged item:
– Please use the tracking information provided by Royal Mail to track your order (you will receive a text or email once your order is dispatched). You will be given the option to add a ‘Safe Place’ or alternative address before your delivery is attempted.
– If your parcel does not arrive as or when expected, using your tracking information, please contact Royal Mail for further information. If your parcel has been lost, please contact us and we will investigate and issue a replacement or full refund, where a replacement is not possible.
– For any missing, lost or damaged items please contact us at the earliest convenience where we will be happy to assist. You can call us on 01908 281161 Mon-Sat 9am-5pm, or email us directly to web@wsemporium.co.uk . Please provide your order number and name so we can review your order.
– For missing items, we will try to replace these items, with the same processing and delivery times. Where this is not possible, we will refund you for these items. For damaged items, we will offer a full refund on receipt of these items, or if you’d prefer a replacement, we can arrange this also.
– Please read our full Returns & Refund Policy, which will outline how we deal with damaged items and all returns.
Our local Home Delivery service is for large and exceptionally heavy products and any products that cannot be sent through the post with Royal Mail. This includes, but is not limited to:
Furniture sets, BBQs, Compost/Landscaping Aggregate bags, all plants and any product that is exceptionally heavy or large.
LOCATIONS
Our Local Couriers deliver orders to addresses within a 15-mile radius to our Garden Centre, in Woburn Sands, Milton Keynes. For Furniture sets, we deliver to addresses within a 30-mile radius from the Garden Centre.
If you are unsure if your address falls within this radius, input your postcode at checkout and your available delivery service will be calculated.
DELIVERY TIME
Currently our Local Courier delivers every Saturday. The order deadline for Saturday delivery is 5pm Thursday. We will always try to send your order on the soonest delivery day, but this is not always possible. If a delivery day is already fully booked, your delivery will be added to the next available delivery day.
You will receive a text message the day before your delivery is due, confirming delivery. On the day of delivery, you will receive a text advising a 2-hour delivery window. When the driver is on their way to your address, you will be able to use live tracking.
Depending on routes and the number of deliveries we are unable to provide an exact time for your delivery when your order is placed.
MISSING, LOST OR DAMAGED ITEMS
Reporting a missing, lost or damaged item:
– You will receive a text message the day before your delivery is due, confirming delivery. On the day of delivery, you will receive a text advising a 2-hour delivery window. When the driver is on their way to your address, you will be able to use live tracking. If your delivery does not arrive on the day you are expecting, please call us on 01908 281161 Mon-Sat 9am-5pm.
– For any missing or damaged items please contact us at the earliest convenience where we will be happy to assist. You can call us on 01908 281161 Mon-Sat 9am-5pm, or email us directly to hello@wsemporium.co.uk. Please provide your order number and name so we can review your order.
– For missing items, we will try to replace these items, with the same processing and delivery times. Where this is not possible, we will refund you for these items. For damaged items, we will offer a full refund on receipt of these items, or if you’d prefer a replacement, we can arrange this also.
– Please read our full Returns & Refund Policy, which will outline how we deal with damaged items and all returns.
Our FREE Click & Collect service allows you to order online and pick up your order at our Garden Centre. We aim to have your order ready within an hour of you purchasing online, for all orders placed before 3pm. Orders placed after this time will be available the next day from our opening time. This service is available 7 days a week.
You will receive an email to confirm that your order is ready for collection. Please wait until you have received an email confirmation that your order is ready before travelling to the Garden Centre. Please bring your order confirmation (on your phone is fine!) with you to collect your order. You will also need to bring proof of age for any age restricted items.
Your order will be held for up to 7 days. After this time if you have not collected your order, it will be cancelled and you will be refunded.
Please take note of our opening times when planning to collect from the Garden Centre.
For returns and refund information please read our Returns & Refund policy.
We will refund all products whether they’re damaged or you change your mind within 28 days. After this date, you will not be eligible for a refund.
Under Consumer Contracts Regulations 2013, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exemptions.
If you wish to cancel your order, please contact us on 01908 281161 Mon – Sat 9am – 5pm.
MISSING, LOST OR DAMAGED ITEMS
For products that arrive damaged or faulty we will ask for a photo to be sent to us before processing a replacement or refund. Dependent on the nature of the damage, we may ask for the product to be returned (this is explained in Returns).
If you would like a replacement for a damaged or faulty product, we will issue a replacement and deliver this using your original delivery option. Where this is not possible, the product is no longer available, or if you would prefer a refund, we will arrange this.
Plants and any perishable products cannot be returned or refunded. If plants do arrive damaged, we will ask for a photo to be sent to us before we process any refund. For Hardy Plants we have a 5-Year Guarantee.
CHANGE OF MIND
If you wish to cancel your order please contact us on 01908 281161 Mon – Sat 9am–5pm at the earliest convenience. We may be able to cancel an order before it is dispatched. If your order has already been dispatched, the order will need to be returned to us in the original condition and packaging for us to be able to process a refund.
If you change your mind and wish to return your order, or part of your order we will arrange postage and the cost will be deducted from your refund total.
RETURNS
We will arrange all returns, unless specified. For Local Delivery, we will arrange for the couriers to collect the goods. For National Delivery we will arrange a tracked postage with Royal Mail, including collection if required. We will communicate with you for any arrangements made, via telephone or email.
– For all damaged or faulty products, or where information was misleading before purchase, you will not be charged for return postage.
– For all orders that are returned due to ‘change of mind’, you will be charged for the cost of return. This will be the same and most reasonable cost of delivery from your original purchase based on the returned product. The cost of return will be deducted from your refund amount.
– Plant deliveries that are being returned due to being unwanted it is the customers responsibility to ensure that the plant arrives back to us in a saleable condition. If it arrives to us damaged we reserve the right to refuse a refund.
Refunds will be processed once goods have been received by Woburn Sands Emporium. All products must be returned in their original packaging to be accepted for a refund or exchange. Products that are not faulty or damaged must be received in a resalable condition.
For orders requiring Local Delivery, all items in the order will arrive with the courier.
For Local Delivery orders that include products with different delivery prices, the highest price will be charged. For example, if an order includes Compost (£15 charge) and exceptionally large or heavy products (£45 charge) – the customer will only pay the £45 delivery charge.
All delivery costs are calculated at checkout.