At Westland Store, we’re committed to making your experience with our eco-friendly garden products and wildlife supplies as smooth as possible. Our shipping and returns policies reflect our dedication to sustainability, wildlife conservation, and customer satisfaction.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to accommodate your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available on orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: We currently ship worldwide except to Asia and certain remote regions. International customers may be responsible for customs fees, which are not included in the order total.

Returns & Exchanges

We want you to be completely satisfied with your sustainable gardening purchases. If you’re not happy with your order, our straightforward returns policy makes it easy to request a return or exchange.

Eligibility

To be eligible for a return:

  • Item must be unused and in its original packaging
  • You must provide proof of purchase (order number or receipt)
  • Return must be initiated within 15 days of delivery
  • Item must not be on our non-returnable list (see below)

Non-Returnable Items

For health, safety, and quality reasons, we cannot accept returns on:

  • Animal Repellents (opened or used products)
  • Fat Balls & Suets (perishable wildlife food items)
  • Bird Seed (opened packages)
  • Fertiliser & Fungicide (chemical products)
  • Bedding Plants & Fruit Trees (live plants)

How to Return an Item

Follow these simple steps:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your return request
  2. Wait for return authorization – We’ll email you within 2 business days with instructions and a Return Merchandise Authorization (RMA) number
  3. Package your return – Securely pack the item(s) in original packaging with all tags and accessories
  4. Ship your return – Send to our warehouse at the address provided. We recommend using a trackable service as we cannot be responsible for lost returns

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Dear Westland Store Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s)]

Reason for return: [Please specify – wrong item, damaged, not as described, etc.]

Preferred resolution: [Refund/Exchange for [Product Name]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Processing

Once we receive your return:

  • We inspect returned items within 3 business days
  • If approved, your refund is processed to your original payment method
  • Refunds typically appear in your account within:
    • Credit/Debit Cards: 5-10 business days
    • PayPal: 3-5 business days

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.

Damaged or Incorrect Items

If you receive a damaged item or wrong product:

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll arrange a replacement or refund without requiring return

Our Sustainable Commitment

As part of our environmental promise, we work with wildlife organizations to responsibly dispose of or repurpose returned garden products when possible. A portion of restocking fees supports habitat conservation projects.

International Returns

For customers outside our main service areas:

  • You are responsible for return shipping costs
  • Customs fees are non-refundable
  • Mark packages as “Returned Goods” to avoid additional charges

Need Help?

Contact our friendly customer service team at [email protected] or +44 (0)20 7946 0958.

Thank you for supporting ethical gardening and wildlife conservation through your purchases at Westland Store.