Delivery, Returns and Refund Policy

Delivery and charges: free to most mainland GB postcodes; Highland and island rates at checkout.

If you have any questions, please email us at: hello@wooden-planters.co.uk

Shipping

⏱️ How long will it take for me to receive my order?

Delivery and charges

Delivery is free to most mainland Great Britain postcodes, with no minimum spend. A charge applies to Scottish Highland postcodes, including Highland addresses on the mainland, and to the Scottish islands, Isles of Scilly and Isle of Wight. The charge depends on your postcode and the total weight of your basket. Enter your postcode at checkout to see the price before you pay.

Delivery is currently unavailable to Northern Ireland, Isle of Man, Jersey, Guernsey and British Forces Post Office addresses.

We usually dispatch by the next working day from our Kent workshop. Standard mainland deliveries usually arrive 2–3 working days after dispatch. Highland and island deliveries can take longer. Orders placed at weekends or bank holidays are dispatched on the next working day.
💪 Can I collect from you in person?

No time like the present, collect your order in person at the Trelush HQ located in East Kent and if the weather’s nice pop down to the beach and get an ice cream!🍦

  • Please ring us on 01843 263828 to pay for your order over the phone. We will then gather your order and let you know when it is ready.
  • Collections can be made between 09:00 and 17:00 Monday to Friday.
  • All collections are made at Trelush, The Hanger, The Loop, Manston, Ramsgate, CT12 5DE.
  • What3Words: skid | myth | surprised
☀️ Are you open Weekend & Bank Holidays?
  • We're closed over weekends and bank holiday weekends
  • Orders made on the last working day before a national holiday may be dispatched on the next working day.
  • Whilst we will endeavour to deliver as soon as possible after the holidays there can sometimes be a build-up of orders, these can sometimes create delays of at least one working day. If you’ve made an order just before or during a holiday period and have any questions regarding the delivery please get in contact with us.

Returns and Refunds

↩️ How do I return a product?

Jasy, just give us a call, email, or live chat to tell us you wish to return your order.

90 Day Guarantee

If it's within the 90 Day Guarantee, we will arrange the return free of charge and issue a full refund on the original payment method.

2 Year Warranty

If you have any problems with your product throughout its life, we will do everything we can to help you maintain it. New parts as well as service
guides are all available for our customers.
💳 How long will it take to receive my refund?

Refunds are always processed as soon as we receive your returned item (or in cases where we’ve agreed a refund without return, straight away).

Once processed, the money is sent back to your original payment method. Depending on your bank or card provider, refunds usually show within 3–5 working days, though in many cases they appear sooner.

If you don’t see it after five working days, just let us know, and we’ll chase it up for you.
📦 My order has been delivered but is missing a box? Do you send complete orders?

Sometimes delivery drivers make a mistake and leave one of the parcels in their van. We will always send your complete order, if your delivery is missing a box then it is most likely been separated in transit, If this happens your missing box will be delivered the next working day and lately to clear backlogs even at the weekends. If after 2 working days your missing box hasn’t been received please contact us.
🎯 Why does my tracking email say The Hutch Company?

Our planters are made in our own Kent workshop, which trades as The Hutch Company, so your tracking may show The Hutch Company as the sender.
🗣️ I have received this message from my courier: “We’re sorry, but we do not appear to have received your consignment from the sender“

When you receive a dispatch email from us, it means that we have packed your order, booked it for delivery and are waiting in our loading bay ready to be collected. Sometimes courier companies like DPD, DHL or Evri will send you an email with the tracking link. Because it has yet to be collected from us the tracking says it’s still waiting. The tracking will update later that evening.
💥 I have opened the box and my order has been damaged.

We’re really sorry if your order’s been damaged in transit, we will do everything we can to put it right! If you have received a damaged part or parts please take a photo of the damaged and email us along with your order details and we will have the parts replaced free of charge. Turn around time is generally 1-2 working days on receiving your email.
📧 I haven’t received any emails confirming my order or delivery?

Sometimes our emails end up in your Spam or Junk folder, your email is most likely there, please whitelist our email address so you get updates from us in the future. A guide on how to whitelist email addresses can be found HERE