Shipping Policy

Last updated: 3 October 2025

We want to make sure your vineyard supplies get to you quickly, safely, and with as little hassle as possible. This page explains how we handle delivery, returns, and some important exceptions that apply to specialist items like vines and the Frolight Frost System.

PROCESSING YOUR ORDER

Once you place an order, we’ll email you to confirm it.

Standard items are normally dispatched within 1 to 3 working days. If there’s ever a delay or stock issue, we’ll let you know right away

If you’ve ordered something unusual, very large, or made to order, we’ll confirm expected dispatch timings separately.

DELIVERY OPTIONS

STANDARD DELIVERY

Delivered by our trusted carriers, typically within 2 working days. Delivery costs are shown at checkout before you place your order and they are based on weight and size.

  • Weight between 0 kg–0.75 kg £3.75 + Vat
  • Weight between 0.75 kg–2kg £4.25 + Vat
  • Weight between 2 kg–10 kg £7.25 + Vat
  • Weight between 10 kg–20 kg £10.99 + Vat

COLLLECTION

You’re welcome to collect certain orders from our warehouse in Vine Works Ltd, Unit 20, St Helena Farm, St Helena Lane, Plumpton Green, BN7 3DH. Just give us a call to arrange a time.

ACCESS AND HANDLING

Deliveries are to kerbside or truck-side locations.

Please make sure the delivery site is safe and accessible. If access is tricky, let us know when ordering so we can make suitable arrangements.

For health and safety reasons, couriers can’t manually lift items over 25kg – mechanical or extra help may be needed for heavy goods.

“UGLY FREIGHT” – LARGE OR HEAVY ITEMS

Some items (like vineyard posts, bulk reels of wire, or large netting rolls) are just too big or heavy for standard courier delivery. We call these Ugly Freight.

  • For these, we’ll provide a tailored delivery quote once your order is placed.
  • We’ll only proceed once you’ve confirmed you’re happy with the cost. If not, you can cancel the order and receive a full refund.

SPECIAL ITEMS – VINES & FROLIGHT FROST SYSTEM

VINES

Vines are carefully imported from trusted nurseries and inspected by the relevant authorities before delivery.

Orders for vines can’t be changed or cancelled after 14 days from the order date (see Clause 5.9 of our Terms & Conditions).

Please check your vines when they arrive – any issues or shortages must be reported within 48 hours of delivery.

It’s normal to expect a small number of planting failures in the first year (up to 5%). Unfortunately, VineWorks cannot accept responsibility for this.

FROLIGHT FROST SYSTEM

Retail customers can have the system delivered directly to site (delivery costs are confirmed in your order acknowledgement).

Trade customers usually need to collect from our warehouse unless agreed otherwise.

Unless confirmed in writing, VineWorks does not install the Frolight System – installation, cabling, and approvals are your responsibility.

Spare parts may need to be sourced directly from Frolight BV – we’ll provide their contact details if needed.

WHEN DELIVERY IS COMPLETE

Delivery is complete once your goods are unloaded at your chosen address or collected from our warehouse.

Risk passes to you at this point, but the goods remain our property until full payment (including delivery costs) has cleared.

RETURNS & CANCELLATIONS

We hope you’re happy with your order, but if you change your mind you may return standard stock items within 14 days of delivery.

  • Items must be unused, in their original packaging, and in a resaleable condition.
  • A handling charge of 20% (minimum £20) may apply.
  • Returns need prior authorisation and a returns number.

EXCEPTIONS (Important)

  • Special Orders / Non-Stock Goods: As set out in Clause 5.2 of our Terms & Conditions, cancellations and returns don’t apply to goods not normally listed on our website or ordered in unusually large quantities.
  • Vines: Orders cannot be changed or cancelled after 14 days (Clause 5.9).
  • Frolight Frost System: Warranty and return conditions are specific – please refer to our Terms & Conditions.

DAMAGED OR MISSING ITEMS

Please check your delivery as soon as it arrives.

Shortages or wrong quantities must be reported within 14 days.

Faults or damages must be reported immediately on delivery or within 7 days of discovery.

If confirmed, we’ll arrange repair, replacement, or refund – except for vines, the Frolight System and special orders, which have separate rules as outlined above.

INTERNATIONAL DELIVERIES

At the moment, VineWorks only delivers within the UK. If you’d like to arrange overseas shipping, please get in touch to discuss options.

NEED HELP?

We’re always here to help with delivery questions.