• Deliveries during the COVID-19 Period and until further notice

We continue to use a range of different delivery methods, from Royal Mail recorded delivery and parcel services for smaller items, to 2 man lorry deliveries for larger items. In all cases we aim to deliver your purchases as soon as is possible. Due to high demand for online shopping during the COVID-19 period, there may be some delays to our normal delivery schedules at busy times, as you would expect. Generally speaking please allow between 2 and 5 working days for your delivery during this current period. If we can deliver sooner, we will, if it takes a little longer we do apologise but please bear with us.

In the interest of the health and safety of our delivery crews, please inform us if you are self isolating. Please place a clear note on your front door or gate to this effect. We will leave your delivery by your front door or alternative safe place as requested, and text or telephone you to confirm delivery. For your assurance, all our drivers and delivery teams are equipped with hand sanitizers and alcohol wipes and will act responsibly. None of our employees are permitted to work if they are displaying any symptoms of COVID-19.

Some of our third party couriers have changed their Proof of Delivery Signature process to avoid contamination of Drivers / Consignees via the transfer of bacteria on hand held devices. Delivery drivers will either:

1. Note the "signatories" Full Name and Location (Reception, Goods In, Main Office) on the hand held devices screen; or

2. Request your permission to photograph (in order of preference): a) Face b) ID Badge c) Location of all the goods at point of confirmed transfer of 'control'.

Should you be away from home at the time of delivery, please do advise us of a safe place where to leave your parcel. Please note: deliveries will be left at your own risk and we cannot accept responsibility for any losses.

Christmas Tree Deliveries

For any online and telephone orders placed for Christmas trees, these will be delivered directly to you as a kerbside or doorstep delivery. To comply with current safe distancing requirements, we will not be able to place your tree inside your home.

Christmas trees are available for local delivery only, which is approximately 30 miles form Burford. Please see below for a full list of applicable postcodes and delivery days. Delivery charges are £7.95 per order, with the exception of deliveries to Burford or Fulbrook which are free of charge. If your delivery address is in Burford or Fulbrook please enter the code ' Burford2020 ' at the checkout to receive free delivery.

Regrettably we are unable to offer exchanges for Christmas trees ordered online or over the telephone. We will hand pick the very best tree for you, as close as possible to your specifications, and keep it protected in netting during transit. If you do have a particular preference for your tree or require a special shape, then we would always recommend visiting in person to pick out your own tree.

Delivery

Outside of the COVID-19 period, our delivery drivers and couriers will not leave a delivery without a signature. If you know you will not be available to sign for your order, please:

• either make arrangements for someone to sign on your behalf;
• or advise us at the time of placing your order where to leave your parcel. Deliveries will then be left at your own risk and we cannot accept responsibility for any losses.

The exception to the above options is Heavy or Large Items as you will need to be in at time of delivery (please see below).

Purchases may be delivered to any UK mainland address (with the exception of the Scottish Highlands and Islands, the Isles of Scilly, Northern Ireland and the Isle of Wight), providing the card holder supplies their registered home address. Purchases made on the phone may only be delivered to a residential address other than the registered card holder's address if you have previously purchased from us and a landline telephone number is supplied. Please note that card holder details are checked securely by SagePay.

Delivery Charges (UK Mainland)

Standard Delivery

3–5 working days £7.95 per delivery address

*PLEASE NOTE SLIGHT DELAYS ARE LIKELY DURING THE COVID-19 LOCKDOWN

Special Delivery (UK mainland only)

With the exception of plants, order before noon Mon-Thurs for next day delivery Monday-Friday only: £12.00 per delivery address. Plants ordered on a Thursday will not be sent out until the following Monday. Special Delivery is not available for Heavy or Large Item Delivery.

PLEASE NOTE WE CANNOT GUARANTEE NEXT DAY DELIVERY DURING THE COVID-19 OUTBREAK LOCKDOWN PERIOD, and we have therefore temporarily suspended this service.

Burford Gift Cards

£7.95 per delivery address. We appreciate this may appear expensive, but please note this charge is to meet the cost of Royal Mail Special Guaranteed Delivery charges. Gift Cards as classified as cash by Royal Mail and therefore would not be covered by Royal Mail's standard 'Signed For' service.

However, for Gift Cards of a value of £100 and over, we waive this harge for you and delivery is free.

Heavy or Large Item Delivery

For deliveries to selected postcodes within 40 miles of Burford Garden Company: £25.00 per delivery.
For deliveries further than 40 miles away £50.00 per delivery.

Please note this is a subsidised delivery charge offered on the basis of a successful delivery on the date agreed for your items.

Please allow 7-10 working days for delivery*. We would like to avoid any delivery hiccups so before you order, 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 THIS MAY BE SUBJECT TO DELAY DURING THE COVID-19 PERIOD

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.

If for any reason your order will be delayed or an item is out of stock, we will notify you immediately.

Product Assembly Service

Where a product requires assembly, we often offer you the option of our 'white gloves' service, when adding the product to your basket. This is an assembly-on-delivery service, for an additional charge of £25 per item. This service also includes carrying the item to the position required, within reason, and removal of all packaging if required.

*PLEASE NOTE THIS SERVICE MAY BE SUBJECT TO RESTRICTIONS DURING THE COVID-19 PERIOD

Delivery to Other Beautiful Places

Northern Ireland, Scottish Highlands and Islands, Isles of Scilly and Isle of Wight

Please telephone our Customer Services Team on 01993 823117 (Monday-Friday) to request a bespoke quote for delivery.

Channel Islands, Isle of Man, Mainland Europe, Eire and ROW

We do not currently ship to these places, but please bear with us.

Cancellations

Please download and complete our cancellation form and email it to us at online@burford.co.uk. You should receive a confirmation email from Customer Services. You have a right to cancel your order within 14 days of receipt of goods and receive a full refund.

Returns

If you are not entirely 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. Please ensure goods are returned to us promptly along with any outer packaging, labels and boxing. Please note we are not able to accept returns of goods which have been used, worn, damaged or spoiled or have been modified or altered in any way.

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, up to a maximum of £7.95, in most cases. 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 any Special Delivery charges (Next Day, Large Item, Gift Wrapped etc ) will not be refunded.

In the unfortunate event that your item arrives damaged or is faulty, please contact us immediately, within 24 hours of delivery, by calling 01993 823117. 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.

Burford Art Gallery: Purchases made from Burford Art Gallery, including artwork and artefacts for sale online, are made on the understanding that Burford Garden Company is acting as an agent on behalf of the artists and specialist suppliers. Refunds on works of art are discretionary and goods must be returned within seven days of purchase, at the latest.