Shipping and Delivery Policy

Last updated: 24 August 2026

This policy applies to orders placed through www.gwenyngruffydd.co.uk.

Product-specific delivery information displayed on a product page forms part of this policy. Where a product requires specialist delivery, the information on the relevant product page takes precedence over the general parcel-delivery provisions below.

1. Processing and dispatch times

We aim to dispatch stocked products within 1–2 working days after receiving your order, unless a different dispatch time is stated on the product page.

Working days are Monday to Friday, excluding bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

Dispatch and delivery times are estimates rather than guarantees. Orders may take longer during busy periods, adverse weather, carrier disruption or other circumstances outside our reasonable control.

Unless a different delivery period has been agreed with you, we will deliver consumer orders without undue delay and within 30 days after the order is accepted.

2. Candles and beeswax wraps

Our candles and beeswax wraps are usually made to order and may take up to five working days to dispatch.

If your order is urgent, please contact us before ordering, or as soon as possible afterwards. We will do our best to accommodate your required timescale, but expedited dispatch or delivery cannot be guaranteed.

3. Free standard shipping on orders over £125

Free standard shipping is available when:

• the value of the order is more than £125 after discounts have been applied; and

• the delivery address is within our qualifying UK mainland delivery area.

Delivery charges do not count towards the £125 threshold.

An order of exactly £125 does not qualify; the product value must exceed £125 after discounts.

Some heavy, bulky, live or specially handled products remain subject to separate delivery arrangements even when the total order value qualifies for free standard shipping.

Geographical exclusions

Free standard shipping does not apply to addresses within the following postcode areas:

• Scottish Highlands and remote areas: AB37–AB38, AB54–AB56, FK17–FK21, IV1–IV63, KA27–KA28, KW1–KW17, PA20–PA49, PA60–PA78, PH19–PH26, PH30–PH40, PH42–PH44 and PH49–PH50;

• Scottish Islands: all HS and ZE postcodes, together with island addresses falling within the KA, KW, PA or PH postcode ranges listed above;

• Northern Ireland: all BT postcodes;

• Isle of Wight: PO30–PO41;

• Isle of Man: all IM postcodes;

• Channel Islands: all GY and JE postcodes; and

• Isles of Scilly: TR21–TR25.

We can deliver many products to these areas, but an additional shipping charge will normally apply.

Our delivery areas are based on the classifications used by our delivery partners. Carrier classifications and available services may change.

If you believe your postcode has been classified incorrectly at checkout, please contact us before placing your order.

Product exclusions

Free standard shipping does not apply to products requiring special handling or generating an additional heavy, bulky, live-animal or freight cost.

Excluded products include, but are not limited to:

• bee feed and supplements;

• compost;

• live bees and nucleus colonies;

• pallet quantities and palletised products; and

• other products identified as heavy, bulky or excluded on the relevant product page.

An order may exceed the £125 threshold but still incur delivery charges for excluded products. For products ordinarily sold in pallet quantities, the standard pallet-delivery cost may instead be included in the advertised product price, as explained on the relevant product page.

Eligible products within the same order may continue to qualify for free standard shipping.

4. Shipping charges

Available delivery services and applicable charges will normally be displayed at checkout.

All consumer delivery charges displayed at checkout include VAT where applicable.

Charges for delivery to the Scottish Highlands, Scottish Islands, Northern Ireland, the Isle of Wight, Isle of Man, Channel Islands and other offshore or remote destinations are calculated using the rates available from our delivery partners.

Wherever possible, we may send large or heavy parcel orders to the Scottish Highlands, Scottish Islands or offshore destinations using Parcelforce if this provides a more economical service.

If we can send your order for less than the delivery charge paid at checkout, we may refund the difference. This is discretionary and cannot be guaranteed.

If our website cannot calculate an appropriate charge for your products or delivery address, we will contact you before dispatch. We will not impose an additional delivery charge without informing you and obtaining your agreement.

If you do not agree to an additional charge that is necessary to complete delivery, you may cancel the affected products and receive a refund for those products and any associated delivery charge already paid.

5. Split deliveries, pre-orders and unavailable products

Products within the same order may occasionally be dispatched separately because of their size, weight, location, availability or packaging requirements.

We may also hold an order until all products are available where this is reasonably practical.

We will not normally charge additional delivery simply because we choose to divide an ordinary parcel order into multiple consignments. Additional charges may still apply where an order contains pallet products, heavy or bulky products, live bees or another separately charged delivery category.

Where an order contains a pre-order or made-to-order product, the estimated availability or dispatch date shown on the product page applies.

If a product becomes unavailable after you order, we will contact you to offer an appropriate alternative, revised delivery date or refund.

6. Royal Mail deliveries

Parcels weighing less than 2kg and falling within the applicable size limits will normally be sent using Royal Mail Tracked 48.

Delivery usually takes approximately 2–4 working days after dispatch. It may take longer during peak periods or where Royal Mail is experiencing service disruption.

These delays are outside our reasonable control, but please contact us if your order is significantly overdue and we will investigate.

Tracking information will normally be sent by email and/or text message using the contact details supplied with your order.

We recommend using the Royal Mail mobile app. Depending on the available options, the app may allow you to:

• follow the progress of your delivery;

• nominate a safe place;

• select a collection point; or

• choose other delivery preferences.

These options are provided and controlled by Royal Mail and may not be available for every delivery.

7. DPD courier deliveries

Large and heavy parcel orders will normally be sent through DPD using a next-working-day service.

Next-working-day delivery is the intended service after dispatch and is not a guaranteed delivery date. Delivery may take longer in the Scottish Highlands, Scottish Islands, Northern Ireland, the Isle of Wight and other offshore or remote areas.

Service disruption may also cause delays outside our reasonable control.

You will normally receive tracking information when your order is dispatched. We recommend using the DPD mobile app, which may allow you to:

• follow the progress of your delivery;

• add delivery instructions;

• nominate a safe place; or

• select another available delivery preference.

If your parcel has not arrived within 48 hours of its expected delivery date, please contact us with your order number so that we can investigate.

8. Express delivery

Where an express service is available, it will be displayed at checkout.

Orders placed before the stated cut-off time will normally be dispatched that working day. Orders placed after the cut-off time, at weekends or on bank holidays will normally be dispatched on the next working day.

Express services may be unavailable for:

• made-to-order products;

• pre-orders;

• live bees;

• pallet orders;

• heavy or bulky products; and

• remote or offshore destinations.

Selecting an express service does not override a longer processing time stated on the relevant product page.

9. Live bees and nucleus colonies

Live bees and nucleus colonies are subject to specialist delivery arrangements and do not qualify for free standard shipping.

The delivery charge, available delivery or collection dates, geographical restrictions and applicable service will be shown on the relevant product page.

Availability and dispatch dates may depend on:

• weather conditions;

• seasonal conditions;

• colony development;

• health and welfare inspections; and

• the suitability of conditions for safe transport.

We may need to postpone a planned dispatch where we reasonably consider this necessary to protect the health or welfare of the bees. We will contact you if this happens.

Live bees are normally dispatched only on the designated day shown on the product page. Somebody must be available to receive the delivery promptly.

Live bees must not be redirected to a safe place, parcel shop, locker or unattended outdoor location.

Please check the colony immediately upon arrival. If you believe there is a problem, contact us as soon as possible on the day of delivery and provide:

• your order number;

• a description of the issue;

• clear photographs or video where appropriate; and

• photographs of the transport box and delivery label.

Do not dispose of the transport box or take action that may make the issue more difficult to assess until you have contacted us, unless immediate action is reasonably necessary to protect the bees.

Delivery delays involving live bees must be reported to us immediately so that we can contact the carrier.

Any deposit, cancellation or balance-payment terms applying to a live-bee order will be displayed on the relevant product page or in our wider terms of sale. Nothing in those terms affects your statutory rights.

10. Pallet deliveries

Large, heavy or high-volume orders may be delivered on a pallet by our freight partner, Palletways.

For products ordinarily sold and delivered in pallet quantities—such as certain bee feeds, heavy equipment and other bulky products—the standard pallet-delivery cost may already be included in the advertised product price. This will be stated on the relevant product page where applicable.

Customers may also put together a large order that needs to be delivered on a pallet. In these circumstances, a separate pallet-delivery charge may apply.

Pallet-delivery costs vary according to:

• the delivery address;

• the size and weight of the consignment;

• the number of pallets required; and

• the freight rates available at the time.

The applicable charge will be displayed at checkout where possible. If the correct charge cannot be calculated automatically, we will contact you with a quotation before dispatch.

Additional charges may apply to the Scottish Highlands, Scottish Islands, Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands and other offshore or remote destinations.

We will not apply an additional delivery charge after an order has been placed without first informing you and obtaining your agreement. If you do not wish to accept a necessary additional charge, you may cancel the affected products and receive a refund for those products and any associated delivery charge already paid.

Mixed pallet and parcel orders

Where an order contains both palletised products and products that would ordinarily be sent as parcels, we will initially assume that all suitable products can be combined safely onto the pallet.

An additional parcel-carrier charge will not normally be applied at checkout solely because the order contains both pallet and parcel products.

If the combined order exceeds the pallet’s available weight, height, volume or safe carrying capacity, one or more additional pallets or a separate parcel delivery may be required. In this situation, an additional shipping charge may apply.

Whether products can be combined safely depends on factors including their:

• size and weight;

• availability;

• packaging requirements;

• compatibility with other products;

• risk of damage in transit; and

• the safe capacity of the pallet.

We will contact you before dispatch if an additional delivery charge is required. We will not apply that charge without your agreement.

Pallet unloading and access

Pallet deliveries include tail-lift delivery as standard. Please tell us when ordering if a tail lift is not required—for example, because you have a suitable forklift truck available.

Unless expressly agreed otherwise, pallet delivery is kerbside only. The driver is not responsible for moving products into a building, garage, garden or other part of the property.

You are responsible for ensuring that:

• the address is accessible to a large delivery vehicle;

• there is sufficient room for the vehicle to approach, turn and leave safely;

• the delivery surface is level, firm and suitable for a pallet truck;

• somebody is available to receive and inspect the delivery; and

• suitable arrangements are in place to move the products from the delivery point.

A pallet truck cannot normally operate safely on gravel, grass, soft ground, steep slopes, steps, kerbs or severely uneven surfaces.

Please contact us before ordering if the address has:

• restricted or narrow access;

• low bridges or overhanging obstructions;

• weight or vehicle restrictions;

• steep slopes;

• gravel, soft ground or an uneven surface; or

• any other condition that may affect delivery.

Where disclosed and legally permitted, reasonable carrier charges for an aborted delivery, waiting time, storage or redelivery may be passed on where the problem results from inaccurate access information or nobody being available at the agreed time.

Timed or restricted delivery services are available only where expressly agreed in advance.

The customer is responsible for the disposal or reuse of the delivery pallet unless we agree otherwise.

Arranging a pallet delivery date

After your pallet has been dispatched, Palletways will normally contact you to arrange delivery.

Depending on the service and contact details available, Palletways may:

• send a booking email containing a link through which you can select a suitable available delivery date and add delivery instructions; or

• telephone you to arrange a delivery appointment.

Booking contact is usually made within 48 hours after the pallet leaves us. Please check your junk or spam folder and monitor the telephone number provided with your order.

It is your responsibility to provide an accurate email address and telephone number and to respond promptly to Palletways’ booking request.

Available delivery dates, appointment times and delivery options are controlled by Palletways and cannot be guaranteed by Gwenyn Gruffydd Ltd.

Inspecting a pallet delivery

Please inspect the pallet and its visible contents before signing the delivery record.

If you notice visible damage, missing packaging or signs that products may have been damaged:

• note the damage clearly on the carrier’s delivery record;

• do not sign for the delivery as being in good condition;

• take photographs of the complete pallet, packaging, delivery label and affected products; and

• contact us as soon as possible and preferably within 48 hours.

If the delivery is severely damaged, unsafe or incomplete, contact us for advice where reasonably possible before refusing it.

Please retain the products, pallet and packaging while we investigate.

The requested 48-hour reporting period helps us investigate with the freight company. It does not affect your statutory rights as a consumer.

11. Collection orders

Collection is available only where offered on the relevant product page or at checkout.

Orders must not be collected until we have confirmed that they are ready.

Collection is from:

Gwenyn Gruffydd Ltd
Bryn Bach
Cwrt Henri
Dryslwyn
Carmarthenshire
SA32 8SE

Collection times may need to be arranged in advance. Please bring your order confirmation or order number.

If another person is collecting for you, please tell us beforehand. We may ask that person to provide the order number and evidence that they are authorised to collect it.

Live-bee collections are subject to the date and arrangements agreed with you.

Please contact us if you cannot collect on the agreed date. We may need to rearrange the collection or, where disclosed and legally permitted, charge reasonable storage or rearrangement costs for products requiring specialist handling.

12. Safe places, neighbours and delivery instructions

Tracking messages, estimated delivery windows, safe-place choices and other delivery options are supplied by the relevant carrier and are subject to its systems and operating conditions.

If you nominate a neighbour, safe place or alternative delivery location, please ensure that it is secure, weatherproof and suitable for the products ordered.

The carrier may be unable to follow an instruction where it considers the nominated location unsafe or unsuitable.

Live bees must not be left in a safe place.

We remain responsible for your order until it is delivered to you or a person you have identified to receive it. Nothing in this section limits our responsibility where the carrier fails to follow your instructions or the order is not delivered correctly.

13. Shipping addresses and order amendments

It is your responsibility to provide a complete and accurate shipping address, email address and telephone number when placing your order.

Please check all delivery details carefully before submitting your order, including:

• the recipient’s name;

• house name or number;

• street address;

• town or city;

• postcode;

• country; and

• any unit, building, access or business information needed to complete delivery.

Contact us immediately if you notice an error or need to request a change. We will make reasonable efforts to amend the details where possible, but we cannot guarantee that an address or order can be changed after processing or dispatch has begun.

A change of address may affect the available delivery service or delivery charge. We will obtain your agreement before applying an additional charge.

If delivery fails, is delayed or is returned to us because the shipping address supplied was incorrect or incomplete, an additional shipping fee may be charged for redelivery. This may include any reasonable return-to-sender, storage, administration or redelivery costs charged to us by the carrier, where legally permitted.

We will tell you about any additional charge before arranging redelivery.

No additional charge will apply where the delivery failed because of an error by us or the carrier.

14. Failed, refused and uncollected deliveries

Please follow any instructions from the carrier and arrange redelivery or collection within the period it specifies.

If a delivery is refused, not collected or returned because nobody was available, we will contact you to discuss redelivery or cancellation.

Where legally permitted, we may deduct or request reasonable costs arising from:

• a failed delivery caused by an incorrect or incomplete address;

• an unjustified refusal of delivery;

• failure to collect a parcel from the carrier;

• failure to respond to a pallet-delivery booking request; or

• a requested redelivery.

This does not apply where delivery failed because of an error by us or the carrier’s failure to provide the agreed service.

Specialist carrier, pallet or live-animal charges may be higher than ordinary parcel-redelivery charges.

15. Lost and delayed orders

We remain responsible for your order until it is delivered to you or to a person you have nominated to receive it.

If an order is significantly overdue, please contact us with your order number. We will investigate with the carrier and keep you informed.

Please contact us promptly because carrier tracking records and other evidence may be retained for a limited period.

If a parcel is confirmed as lost, we will provide the remedy to which you are legally entitled. Any investigation or compensation claim with the carrier is our responsibility and does not affect your statutory rights.

Where we fail to deliver within an agreed period, or within 30 days where no different period was agreed, you may have the right to require delivery within an additional appropriate period or to cancel the affected order in accordance with consumer law.

16. Damaged parcel deliveries

Although we package orders carefully, damage can occasionally occur in transit.

If a parcel arrives damaged:

• photograph the external packaging before opening it where possible;

• photograph the delivery label, internal packaging and damaged products;

• retain the products and all packaging; and

• contact us as soon as possible with your order number.

Please report visible parcel damage preferably within five days of delivery. Prompt notification helps us investigate with the carrier, but this requested period does not affect your statutory rights.

We may ask for further information reasonably required to investigate and resolve the problem.

17. PO boxes and BFPO addresses

We do not ordinarily deliver courier, pallet or live-bee orders to PO boxes or BFPO addresses.

A Royal Mail service may be available for certain suitable products. Please contact us before ordering if you require delivery to a PO box or BFPO address.

18. International delivery

For orders outside the United Kingdom, please contact us before ordering at orders@gwenyngruffydd.co.uk for a delivery quotation.

International delivery availability depends on the destination and the size, weight and nature of the products.

Live bees and certain restricted, heavy or bulky products cannot be sent internationally.

Unless expressly included in our quotation, the recipient is responsible for any import VAT, customs duty, clearance charge or local handling fee applied at the destination. These charges are outside our control.

International delivery times are estimates and may be affected by customs clearance.

19. Statutory rights

Nothing in this policy excludes or limits any statutory rights available to you as a consumer.

If any part of this policy conflicts with rights that cannot legally be excluded, those statutory rights will take precedence.

20. Contact us

For delivery enquiries, urgent orders or assistance with tracking, please contact:

Gwenyn Gruffydd Ltd
Bryn Bach
Cwrt Henri
Dryslwyn
Carmarthenshire
SA32 8SE

Email: orders@gwenyngruffydd.co.uk
Telephone: 01558 668 518
Website: www.gwenyngruffydd.co.uk