Delivery & Returns

This Delivery & Returns Policy, as laid out, pertains to the Online Shop only and is not applicable to our Online Parts orders. More information on online parts ordering can be found through our online parts suppliers.

We deliver to Mainland UK, excluding the Scottish Islands and Highlands. We do not offer international shipping at this stage.

To ensure a full refund:

• Please keep the receipt enclosed with your return
• Ensure all tags are still on the items
• Ensure the garment/s or item/s have not been worn or used

Shipping Fees

Free shipping for orders over £99

All orders are sent via a FedEx tracked service at £5.95, apart from a few exceptions listed further down

If your address is outside the UK mainland, there will be an additional delivery charge. If you go to the checkout page and enter the postcode, it will automatically calculate your shipping fee for you.

Postcodes beginning with AB/ HS/ IV/ KW/ PA/ PH/ ZE- Shipping fee of £20

Postcodes beginning with BT/ IM / TR – Shipping fee of £30

Postcodes beginning with JE/ GY –  Shipping fee of £55

All prices include VAT.

Shipping of Ride on Toys: 

Ride on toys cost £30 for shipping to to the size and weight of these items. This will be applied at checkout.

Shipping of oils and lubricants : 

Oils and lubricants will be charged the standard shipping fee per unit purchased. E.g. if you order 2 of them, you will be charged £8.95 x2.

Heavy Goods & Machinery Deliveries

All heavy goods, such as mowers or machinery attachments will include personal delivery free of charge to any postcode with IP, CO, CM, SS, AL, RM, IG, EN, N, E, SG, LU, MK. Any heavy goods deliveries outside of the radius will incur a delivery charge of £250.00. Our sales team member will be in touch to arrange a suitable time for delivery.

Any additional items purchased with your machinery can be delivered free of charge with the personal delivery as well. Please let our team members know if you have a preference.

For any questions regarding your heavy goods order, please contact groundscare@tuckwells.com.

Timescales

Most orders will be shipped within 2-4 working days from time of order and should be received within a week of ordering.

Machinery delivery times may vary, you will receive an email from our team to arrange a convenient delivery date within 2 working days from your order.

We ship Monday to Friday (excluding Bank Holidays) and we do not offer Saturday deliveries at this time.

Click and collect orders placed by 12 noon Monday to Thursday should be ready for collection from your preferred outlet after 2 pm the next day. Orders placed on Friday may not be available for collection at your outlet until the following Monday. We will call you when your order is available for collection at your chosen outlet.

We will always aim to deliver products as near to our estimated times as possible. Should we be unable to deliver items within 30 days of your order, we will inform you and offer you the option to cancel your order for full reimbursement.

Returns & Exchanges

We hope that you are fully satisfied with everything you order from Tuckwells. If you need to return any items from your order, please send the unused goods with their original labels on,  to the following address within 14 days of receiving your order. We cannot be held responsible for items that go missing in transit. This process will apply to returns to your local outlet.

Unfortunately, we do not offer exchanges. The item would need to be ordered separately, and the incorrect item returned.

We are unable to reimburse any ‘return’ postage charges unless your goods have been returned due to faults.

Your Legal Rights

Our refund policy is in addition to and does not affect any of your legal rights. For any queries about your online transaction, please get in touch with the relevant contact above or call your local outlet.

Privacy & Security

Tuckwells is committed to conducting its worldwide business in a manner that actively supports and ensures personal privacy. Our global privacy policies are formulated to comply with state, provincial, national and international regulations. We strive to implement these policies consistently around the world. Employees are informed of and are expected to comply with these policies and applicable regulations. The Office of Corporate Compliance is accountable to ensure compliance.

Please read our detailed Tuckwells Ltd Privacy Statement.

Payment, Pricing & Promotions

We currently accept orders paid with a credit card (VISA and MasterCard) and Paypal. The VAT is charged at the VAT rate current in Mainland UK.

Promotions:

Tuckwells reserves the right to suspend, cancel or amend any promotion and/or review and revise these terms and conditions at any time without giving prior notice. By continuing to take part in the promotion subsequent to any revision of these terms and conditions, users shall be deemed to have agreed to any such new or amended terms.

Voucher Conditions:

• Vouchers are non-refundable
• Voucher codes can be redeemed only once
• If the purchase falls below the amount of the voucher, the holder will not receive the difference as credit
• If the purchase exceeds the amount of the voucher, the holder must pay for the balance
• You can only redeem one voucher per order
• Vouchers cannot be redeemed for cash. Items purchased by vouchers, if not satisfactory, can be exchanged for comparable merchandise only
• We are not responsible for lost or stolen gift Vouchers
• The holder is responsible for all taxes (including VAT), duties or fees arising out of the use of the voucher to purchase merchandise
• The voucher does not include shipping and handling

If you register at the Tuckwells Online Shop and sign-up for our Newsletter Service you will receive information and offers from the Online Shop on a regular basis.

Credit card fees

Credit card payments may result in additional fees from your credit card company. We accept no responsibility for any additional fees.

Complaints Resolution

If you have any complaints about an online transaction, please get in touch with the following contacts and we will endeavour to find a solution.

For machinery related complaints, please email groundscare@tuckwells.com.

For all other product complaints, please email Victoria Spurling at vspurling@tuckwells.com

If you would like to escalate your complaint, the European Commission has set up an online service to resolve disputes about online transactions. Please visit the Online Dispute Resolution website.