Shipping policy

Shipping Policy

Processing & Dispatch

Fresh cut and harvested items (such as hazel poles, willow, and holly) are typically dispatched within 48 hours of ordering to allow time for collection and preparation.

Off-the-shelf products are dispatched same day if ordered before 17:00 on standard working days (Monday–Friday, excluding bank holidays). Orders are processed Monday to Saturday.

Postage & Packaging

Postage is calculated by weight, not by item quantity, so ordering multiple items may not increase your postage cost. Costs are charged as close to cost price as possible — we do not profit on postage. All charges are shown clearly at checkout before you complete your purchase.

Couriers

We use the following couriers depending on order size and urgency:

  • Royal Mail — small to medium orders
  • Evri — small to medium standard orders
  • Parcel Force — medium to large or urgent orders
  • FedEx — large or urgent orders

Delivery Timeframes

  • Royal Mail Standard (2nd class / 48hr): usually delivered within 4 days. Please allow up to 10 working days before reporting a non-delivery.
  • Royal Mail Express (1st class / 24hr): usually delivered within 2 working days. Please allow up to 4 working days before reporting a non-delivery.
  • Next day / express services are available Monday–Friday only.

Lost or Damaged Orders

All orders placed with TopLockFarm are insured. If your order does not arrive, you will be refunded in full once the courier's claim window has passed.

  • Evri: you will be asked to complete a signed declaration within 7 days of reporting.
  • For other couriers, please refer to their individual compensation policies.

Damaged items may be claimed for immediately — please provide photos and retain the item where possible. Wrong items will be resolved within 24 hours of contact.

Refunds for Shipping

  • Express (24hr or better): please allow up to 5 working days for a refund.
  • Standard (48hr / 2nd class): please allow up to 10 working days for a refund.

Contact

Please allow up to 14 hours (Monday–Friday) for a reply to any enquiry. You can reach us via the contact page on toplockfarm.com.