How Much Does Delivery Cost?
The delivery charge, if applicable, will be calculated in your basket based on your delivery address postcode. Due to the huge range of sizes of items we sell, it is impossible to list all of the various delivery charges to different areas of the UK here. As a general rule, if you are in a UK Mainland postcode, and are ordering anything over £100 (Ex VAT), you should qualify for free 2-3 day delivery. We also offer priority 24 hour delivery, for a small extra charge. However, there can be exceptions to this if you are ordering particularly large or heavy items. There are also surcharges for delivery to Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, Isle of Man & Channel Islands. There are also surcharges for delivery of Garden Tractors, Ride-ons and Chippers due to size.
If your order is under £100 (Ex VAT), delivery is chargable.
For a full breakdown of our delivery charges, please click HERE.
How Long Does Delivery Take?
Depending on which delivery choice you make during checkout, delivery of in-stock items will be either next-working-day or 2-3 working days. In order to qualify for next-working-day delivery on in-stock items, the order would need to be placed by 2pm. Delivery of larger items on a pallet is usually 48 hours, and tractor deliveries made by our team will be arranged personally with you, once we have scheduled in the build of the tractor with our PDI team. For more information on Tractor delivery, please click HERE.
Deliveries are usually made on working days only. If you would specifically like your order to arrive on a Saturday, please get in touch with us HERE, as our ability to do this is dependent on what item(s) you are ordering and which courier service will deliver. Sometimes, smaller items sent via DPD may arrive on a weekend if the local depot to you is particularly busy, or they have had an issue such as traffic jams or a van breakdown on the Friday, but we have no control over this.
How Will My Order Be Delivered?
We use DPD Local, TNT(Fedex), Pallex & Tuffnells for our deliveries, depending on which item(s) you order. We have used these couriers for a number of years and have found them to be extremely quick, careful, polite and helpful. If for any reason your parcel doesn't arrive on time please contact us, or if you would like to report any of the drivers who have delivered our items then please get in touch. Please note, if you request goods to be left in a safe place without a signature, this is at your own risk and is not the responsibility of ForestAndArb or the delivery company. Any "safe place" requests can be written in the comments box of your order, but this is at your liability, and we cannot guarentee that the courier will leave the parcel(s) if they feel that the item cannot be left.
All garden tractors, ride-ons & Woodchippers
All garden tractors, Ride-ons & Woodchippers are delivered personally by one of our experienced team. This is due to the fact they arrive to us partially built, and each tractor must be assembled and checked over by our team before delivery, therefore they cannot be delivered via courier. You can order online if you are in one of the following postcodes, and we will get in touch with you to arrange the delivery date:
SO;GU;PO;SP;RG - Free Of Charge
CF;NP;CB;EX;TA;DT;BA;BS;SN;BH;BN;RH;TN;ME;CT;SS;CM;CO;SG;AL;LU;HP;SL;ST;TF;WV;WS;DY;HR;WR;B;GL;CV;LE;OX;NN;MK;PE;WD;EN;UB;HA;NW;N;E;IG;RM;W;WC;EC;TW;SW;SE;DA;BR;CR;SM;KT - £75 delivery charge
We can arrange to travel further in some instances, but there would be a delivery surcharge for this. Please contact us HERE if you wish to discuss this. You can also collect any in-stock tractor from our premises if you wish, for which there is no extra charge. Please get in touch with us HERE to arrange
Important notice regarding access for deliveries
It is your responsibility to let us know if there might be any access problems for vehicles delivering the products that you have ordered. Particularly when lawn and garden tractors are ordered, lorries fitted with tail lifts may be used. Narrow lanes, low or overhanging trees, narrow entrances or the lack of a turning area are all examples of possible access problems. Any alternative or extra delivery arrangements that might need to be made could be at your cost.
Does My Delivery Need Signing For?
Since COVID, a lot of courier companies are still not asking customers to sign their delivery scanners to prevent possible infection. Therefore, we are seeing a high number of parcels being left on doorsteps without signatures, as drivers are being instructed by their employers to leave most parcels if they feel it is safe to do so, rather than putting a card through the door. All drivers are taking photos of the location of the parcel for delivery proof. We therefore ask that if it is EXPLICITLY NOT SAFE for a parcel to be left on your property, please write this in the comments box of your order. Unfortunately, these decisions are out of our control, so please contact us if there is a problem with your delivery.
It is strongly recommended that all packages are inspected in front of the delivery driver prior to signing for them "in good condition" if you are in when the delivery occurs. Where this is not possible, it is suggested that goods are signed for as "unchecked" or "damaged" otherwise claims against our carriers for goods damaged in transit are unlikely to be successful.
Which Methods of Payment Do You Accept?
Card types accepted by SAGE PAY (our secure payment service provider) are MasterCard, Maestro, Visa Credit, Visa Debit & American Express. All card payments must be made using UK issued credit or debit cards with a UK billing address. We reserve the right to void or refund any payments made which do not fulfil these criteria.
Please make sure that the billing address you enter exactly matches the billing address the bank have for your card. Since tighter card security rules were brought in in February 2022 for online payments, we are seeing a higher rate of failures due to card details not exactly matching up. You can still request the delivery addresss to be wherever you wish.
We accept PayPal payments for online orders. When reaching the SAGE PAY payment screen, you can opt to pay using PayPal.
Please note that we will only deliver to a UK address that is registered as a "confirmed" address with PayPal. You can check the suitability of the addresses that PayPal has recorded for you within your PayPal account under "My Account, Profile, My Details, Address".
We can also accept payment by bank transfer (BACS/electronic transfer) directly into our account. If you wish to pay in this way please contact us HERE and request to do so. We can supply our bank details so that you can make the necessary arrangements.
Any further questions?
Can I order from outside the UK?
At the moment, we only accept orders through the website from UK billing addresses with delivery to UK addresses. We can ship outside the UK, but due to the huge range in size & weight of items we offer, we do not have a blanket price list for delivery to other countries, and instead will get an exact price depending on your order & location. If you are in the Republic Of Ireland, Europe, or the rest of the world, please contact us HERE detailing what you would like to order and your address, so we can give you a delivery quote specifically for your order.
How Do I Tell If My Items Are In Stock?
All products on our website will say "In-Stock", "Low Stock" or "Out Of Stock" on the product page. If you are looking to order multiple of an item saying "Low Stock", please call us first so we can clarify exactly how many we have. Most items can be ordered in within 2-3 days if we have run out of stock, but since COVID and Brexit availability has become far less reliable from the brands we supply, due to manufacture & import delays.
For any order that is going to take significantly longer to supply, we will email you on your provided email address to either offer an alternative product or a refund. Alternatively if you are happy to wait then we will keep all back orders until the items come in, then dispatch them straight away.
If you need an item desperately, and would like to know if its in stock, please call us on 01962 863705. If an item is out of stock when it's ordered we will send an email saying that it is out of stock, and an approximate date of delivery.
Can I collect my order from you?
Just phone your order through and let us know which one of our branches(Winchester, Liss, Sunningdale) you would like to collect your order from. Your order will then be prepared as soon as possible. You will be contacted by phone when your order is ready for collection. Please note, some items are not stocked at all of our branches, so in some instances it may be quicker to order online and have an order delivered, as we only have drivers travelling between our branches for stock movement on certain days of the week.
Payment will be taken when you collect in-store, for security reasons. Unfortunately we cannot take payment over the phone, for someone else to collect in-store on your behalf.
Can I Return An Order For Exchange/Refund
If you wish to return an item for an exchange/refund, please fill in our returns form HERE. Please ensure that you state whether you would like a refund or a swap to a different size if it is an item of clothing. We will only accept returns of non-faulty products (i.e. for changes of size/unwanted products etc) within 30 days of the purchase date. We cannot process refunds after the 30 day period.
Please do not send your goods back without receiving a goods return number from us. We will aim to forward you a returns number via email within 24 hours of your message.
The cost of any return is down to yourself if you are wanting an exchange/refund.
Can I Return A Faulty Item?
If you discover a fault with an item out of the box, there are a number of solutions we can provide.
Damage during delivery
If you have ordered a machine and it has arrived damaged, please use our returns form HERE detailing the problem and we can either supply a replacement part if it is a simple swapover (e.g. a replacement air filter cover), or if it is more substantial damage, then we can arrange for the order to be collected from you and we will send a new one. Please note, for collections there must be someone at the address in order for the courier to collect it, as they will not collected parcels from doorsteps. We can arrange collections from workplaces, neighbours or family members addresses if needed.
Item not working
If you have ordered a machine and cannot get it working out of the box, please contact us HERE. We can either talk you through the starting procedure over the phone/email, or we can help talk you through how to get it fixed by a local dealer, or returning the item to us. Any issue in this instance is dealt with by our experienced team case-by-case, so please get in touch so we can get the right person to help. All machines supplied by us are sold with full manufacturer warranty, and therefore backed up across the UK by each dealer network. For example, if you have ordered a Stihl machine and can't get it to work, but aren't local to us, you may be able to take it into a local registered Stihl Dealership, who will be able to do the same warranty work as ourselves, as all serial number information is uploaded to the Stihl network ast the point of dispatch.
Fault discovered after the item has been used
Once an item is used, it no longer classes as new and therefore the cost of any return to ourselves would be down to you. Of course, we are still more than happy to help as we are a fully authorised dealer for all brands we sell, and are backed up by a full in-house spare parts and servicing department. Alternatively, we can help put you in touch with a local dealer for your machine, which may be the quicker solution. Please contact us HERE to speak to our workshop team.
Alternatively, if your issue is with an item of clothing after it has been used, please click HERE and detail the issue. Again these problems are dealt with case-by-case so we want to make sure your issue is dealt with swiftly by the right member of our team.
What Warranty Do You Provide?
As an authorised dealer for every brand we supply, we simply pass on the manufacture warranty with every single item. In the case of machinery, the serial number of your machine is registered on our database, and with the brand, at the point of dispatch. We then keep this information on your account so we can refer back to it in the future if needed. Please note warranties cover manufacturer faults or defects only, and do not cover wear and tear or user-error caused problems. It is down to yourself to maintain your item(s) within their recommended care procedure.
If you ever need the information of your serial number, or what warranty you have for an item, please contact us HERE.