Delivery and Returns

Wonkee Donkee Forest Garden - Delivery and Returns

 

We at Wonkee Donkee Forest Garden currently deliver to UK MAINLAND postcodes only. We do NOT currently deliver to any other postcode areas (UK offshore or Overseas).

Delivery to the following postcodes is excluded BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, ZE.

 

FREE DELIVERY WITH ALL ORDERS

 

Orders are dispatched directly by the manufacturer (Forest Garden) and currently have a lead time of 7-10 days (this may vary depending on the time of year, with longer LEAD TIMES during spring/summer for some lines. Stock numbers are not reflected in real time on the website and longer lead times will sometimes be in place for items when stock evels run low). 

Our log cabins have a longer lead time ranging from 14-28 days (see each cabin lead time details in product specification).

If you have bought the Assembled product option, you will be contacted by our skilled Forest installation team, no later than 3 working days after delivery of your product(s) to arrange a time that's convenient for you. There is no additional payment due for this assembly/installation service, as this will have been included when the order was placed.

Deliveries to Scotland are out-sourced to a third party carrier (Streamline). Please allow up to 15 working days (depending on the time of year) for these deliveries. 

 

Delivery will be on working days, 8am to 6pm. By working day, we mean Monday to Friday excluding bank holidays.

You will be contacted with the expected delivery date of your order. In exceptional circumstances, this date is subject to change. In any case, we will keep you informed.

 

If you supply us with a mobile telephone number, you can be contacted via SMS text message on the afternoon of the day before your expected delivery to give you a four-hour delivery window.
Alternatively, you may contact Forest Garden directly on 0333 003 0026 after 12.30pm of the day before your expected delivery for a four-hour delivery window.

For all other queries, please contact Wonkee Donkee Forest Garden on our contact form.

 

Full details of how to book your delivery slot can be found here: Booking your delivery slot

 

IMPORTANT - Checking goods at the point of delivery

At the time of delivery, please take time to check your goods for damage and shortages.

Start with the packaging. If the packaging is damaged on receipt of delivery, please take a photograph. DO NOT open the packaging if you suspect that there is damage to the goods. If there is no apparent damage, carefully remove the packaging and check your goods. Ensure that all items are damage free and accounted for.

Make a note any shortages on the delivery note.

When you are satisfied that all is ok, please sign the POD/delivery note.

Do not sign as unchecked. No claim will be entertained for quantity shortages or damages if signed unchecked. A signature will be required when our couriers deliver your goods. 

Goods will not be delivered unless signed for.

 

Returns

Whilst we always aim to deliver your goods in perfect condition, we realise that things can go wrong. We will, therefore, work with you to accept your return.

All items returned should be in the original packaging that it came in, securely wrapped and protected. If the product is supplied with protective packaging, this should be included and in place. If an item is returned to us in a damaged or unsaleable condition, we reserve the right to refuse the item and the item may be returned to you.

For unwanted goods, you must advise us of returns within 14 calendar days starting on the day after delivery (please see below).
For manufacturing defects, you must contact us within 7 working days.
For damaged goods, you must inform us immediately. Use our Contact Form to submit details.

In all cases, the sooner you contact us the better. 

Please ensure you have included a completed copy of your Returns Form  in the returned package. 

 

Unwanted Goods  (Non-business customers)

To return unwanted goods you must advise us within 14 calendar days starting on the date after delivery.
Any products made to order and other special or custom orders cannot be returned unless defective or damaged.

All unwanted items must be returned unused, undamaged and in a saleable condition, complete with their original packaging and all component parts including any promotional items that may have been received with it.
We will arrange for collection of your return with Forest Garden. Forest Garden will contact you to arrange a suitable collection date. You must ensure that you are available at the time of collection.
You may call Forest Garden on 0333 003 0026 after 12.30pm on the day before your return for a 4hr collection window.

We recommend that you photograph all items before returning them to us since damaged goods will not be accepted for refund.

We reserve the right to recover any reasonable costs incurred by us due to inadequate packaging, unable to collect or other reasonable reason.
We reserve the right to charge an admin fee where returns are notified outside of the 14 days. We reserve the right to refuse returns where they break the terms of this agreement.
Costs will be recovered by reducing your refund accordingly. You will be notified if this is the case.

Please ensure that you send us a copy of your completed Returns Form .

Please call us if you have any queries with the return.

 

 

Faulty or Damaged Items

1. DAMAGED

We request that all damaged items are reported on receipt of delivery.

On delivery, you must check there and then for any damage which must be noted and photographed.
You should refuse delivery if you believe that the goods are damaged, and contact us immediately.

Damage found more than 2 hours after delivery will not be accepted. If any damage is found within 2 hours of delivery, contact us immediately.

We will not accept any damage to products that have already been worked on or installed.

 

2. MANUFACTURING DEFECTS

For any manufacturing defect found on assembled products (or products in the process of being assembled/installed), please contact us via our Contact Form.

For all manufacturing faults found on products not yet assembled/installed, and not yet worked on, a Returns Form  must be completed.

All return requests must be reported within 7 working days from receipt of delivery.
Photographs showing the fault or defect will be required before we can accept your return request.

 

Click here to complete your Returns Form .

Updated July 2018

Contact Us