FAQs

Online

The easiest way to place your order is normally online, we accept a number of different payment options and are always around to help during office hours via Live Chat.

Phone

If you need a bit more help or advice feel free to give us a call on 01278 437123, our team will be happy to help answer any queries and process your order over the phone.

Email

You can email any orders to our team - sales@gadsby.co.uk

We offer a number of different payment methods:

Credit/Debit Card
Pay by card during online checkout, or with our team over the phone.
We accept Visa, Visa Debit and Mastercard payments.

Bank Transfer
We make it easy to send yourself a proforma (unpaid) order during online checkout. Our bank details will be provided on the order and we will confirm receipt of payment. Please note that stock is not reserved until payment is received.

iwocaPay
We accept iwocaPay to give customers more control when it comes to paying. iwocaPay is available for UK Limited Businesses and LLPs on orders of £150 to £15,000. iwocaPay allows you to spread the cost of your order into 3 monthly instalments. Find out more. T&Cs apply.

Credit Account
Credit accounts are available depending upon regularity and volume of account spend. Talk to our team for more details about setting up an account. If you have a Gadsby credit account this option will be available during online checkout.

Yes, for regular customers we are happy to consider offering a credit account. These are based on a minimum annual spend and your history with us. Please contact our sales team for more information about setting up an account.

We also accept iwocaPay as an alternative payment method. iwocaPay is available for UK Limited Businesses and LLPs on orders of £150 to £15,000. iwocaPay allows you to spread the cost of your order into 3 monthly payments. Additional T&Cs apply.

You can order as much or as little as you like. It's worth noting that for orders over £150 our Express UK Shipping is free of charge, so you may find it worthwhile topping up any smaller orders to take advantage of this.

Of course, please contact our team using Live Chat or by calling 01278 437123 to discuss your requirements.

Yes, we offer volume discounts on all our products. You can see our price breaks on applicable product pages. Discounts are applied to box/pallet quantities. If you order outside the box quantities, you'll be charged the single unit rate for additional units.

As we're a trade supplier we're confident that our prices are extremely competitive. This means that we're not normally able to run regular discount codes, our prices are low already! Always check our product pages for volume discounts and keep an eye out for promotions open to new customers.

We hate to be beaten on price, so if you do find a similar product elsewhere advertised at a better price please get in touch with our team and we'll do our best to beat it.

If you have left an item off your order or in the unlikely event you wish to cancel your order, give us a call on 01278 437123 as soon as possible and we'll do our best to assist you.

You will usually receive your invoice by email the day after your order has been dispatched.

We're proud of the products we make, and our showroom lets you get a great feel for our design and manufacturing standards. You'll find most of our standard product range as well as some of our bespoke projects.

You'll also receive expert advice and help ordering from our friendly and knowledgeable sales team.

Our showroom is open 9am - 5pm, Monday - Friday. To make sure our showroom is free for your visit, we ask that you book an appointment by calling 01278 437123.

We're very easy to find, situated opposite the Moto Services at Junction 24 of the M5. To find us, follow the signs for the services, we're just a little further down on the right.

For more information, see Visit Our Showroom.

Express Shipping

Delivery is free for orders over £150 ex VAT. Delivery is £4.95 + VAT for orders under £150.

Collection - Free

Choose collection at the checkout and pick up your order from our warehouse the following working day between 9am - 5pm Mon - Fri. Orders placed after 4pm can be collected from midday the next working day.

Timed or Weekend Deliveries

These are normally possible, but please contact our team to get a quote.

Highlands, Islands & ROI

Delivery will be calculated based on the size of your order. After entering your delivery address at the checkout you'll be asked to submit a request for a delivery quote.

A member of the team will be in touch with your personalised quote once your provisional order has been placed, normally within 1 hour.

Once your order is received it is processed, picked, packed and shipped with a courier. Orders placed before 3pm are almost always sent the same day unless you ask us to delay delivery.

The vast majority of orders will arrive the Next Working Day, but orders sent on pallets may take up to 3 days. If you require your order on a certain day please contact us to confirm.

If you've paid via bank transfer your order will not be dispatched until payment is received.

If your order is incomplete or doesn't arrive when expected please inform us within 5 days of the order date and we'll investigate. To report a missing or incomplete order please call us on 01278 437123 or send an email to sales@gadsby.co.uk.

During busy seasonal periods, deliveries can get split in transit by the courier. If you've only received part of your order, it's likely the remaining items are on their way to you on a separate delivery drop. Depending on the courier we've shipped your order with we'll often send you a tracking number to allow you to track the delivery time yourself.

Choose collection at the checkout and pick up your order from our warehouse the following working day between 9am - 5pm Monday to Friday. Orders placed after 4pm can be collected from midday the next working day. If you need your order sooner, give our sales team a call on 01278 437123 and we'll do our best to help.

The vast majority of UK postcodes are included in our normal delivery charges.
The following postcodes are excluded and will require a delivery quote:

PA20-88
AB10-99
IV1-56
IM1-99
HS1-9
KW1-17
PH1-50
TR21-25
DD1-11
ZE1-3
GY1-10
JE1-4
PO30-41
KA27-28

Many of our key materials including willow and bamboo are naturally sustainable, but in other cases we actively suggest and promote eco-friendly alternatives. This includes low carbon products and FSC woods. We work with all suppliers to ensure raw materials are sourced in a sustainable and traceable manner whenever possible.

The majority of our cardboard gift boxes and gift trays also contain recycled content.

For large orders (500+ units in most cases) Global Sourcing offers a bespoke service for clients looking for custom products. You'll be given a dedicated account manager and access to our in-house Salix system to allow you to track your project through design, production and shipment.

Split willow is obtained by splitting a willow rod down the middle, which gives you one flat and one rounded side. Split willow hamper baskets and gift trays are handwoven with the rounded edge on the outside to give the appearance of full willow.

All measurements are external, unless stated otherwise. Please note that due to the handmade nature of our products, sizes may not always be exact, so please allow a 5% minimum tolerance on all sizes. If you require further measurements or advice on sizing, please give us a call on 01278 437123 or chat to us.

View our full returns and exchange policy.

If you want to return any of your order please notify us within 7 days of receiving the goods by email to sales@gadsby.co.uk.

Please include your order number and details of the items you wish to return. You'll need to organise and cover the cost of sending back the unwanted items to us. Providing goods are received back in a fully saleable condition, we'll process a refund less a 20% restocking fee. We're unable to offer a refund for goods if you have not notified us within 7 days of receiving your order.

If your order is damaged or faulty on arrival then please attempt to sign for it as such with the courier and let us know within 2 days.

Simply email us a photo of the item(s) to sales@gadsby.co.uk along with your order number and a brief description of the issue. We'll be in touch to discuss how we can best resolve the problem for you.

If you'd like to exchange an item please let us know within 2 days of receiving the original order by email to sales@gadsby.co.uk with your order number and your request.

A member of our team will contact you to discuss your request and any restocking fees that may apply. You'll need to organise and cover the cost of sending the original item(s) back to us as we do not offer third party collection. Your new order will be dealt with and delivered separately.