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Deliveries and Returns

This Delivery & Returns Policy, as laid out, is valid to the Online Shop only.

We deliver to Mainland UK, including the Scottish Islands and Highlands.

We offer free delivery for any order to the UK mainland that is over £50 in value and under 30kgs in weight. There are however additional shipping costs for deliveries to Northern Ireland, the Scottish Highlands and Islands, and other remote areas of the UK. You will be presented with an accurate shipping fee, based on your delivery postcode, when adding items to the online shopping cart.

Additional shipping costs for large heavy items that require specialist courier services may also apply. Delivery times will be slightly longer for heavy items requiring specialist courier services.

For any locations outside Mainland UK, including international shipping, please contact us at [email protected] for a cost estimate.

Shipping Fees and Delivery Times

We aim to deliver all Mainland UK orders within 3 – 5 working days of receiving your order.
As soon as the order has been processed all orders that are under 30kgs in weight are dispatched on a next day service with APC couriers.

Free delivery to a UK mainland address where the total value of the order exceeds £50 and the weight of the order is 30kgs or less.

For UK mainland orders under £50 in value and under 2kg in weight  a standard shipping fee of £6.25 will apply.

For UK mainland orders under £50 in value and over 2kg in weight  a standard shipping fee of £9.95 will apply.

Scottish Highlands – Shipping fee of £20 (Max 30kgs)

Scottish Offshore, Northern Ireland and the Isle of Wight – Shipping fee of £30 (Max 30kgs)

Scilly Isles – Shipping fee of £40 (Max 30kgs)

All prices include VAT.

Click & Collect Orders – No processing charges

Heavy Goods & Machinery Deliveries

Heavy goods over 30kgs, or bulky items such as lawn mowers which we deem to be particularly susceptive to damage in transit will be dispatched on a 2 day pallet service.
This service is only available for UK Mainland addresses and there will be a £45 standard charge for these types of delivery. For deliveries of these items within the East Anglia region (postcodes PE, NR, CB, IP, CO and CM) we will deliver using our own vans and there will be no delivery charge applied at the point of ordering.

All items classed as heavy goods, such as ride on mowers, Quad Bikes and Trailers will include personal delivery free of charge to any postcode within the East Anglia region  PE, NR, CB, IP, CO and CM. Please contact us for any requirements outside of these delivery areas and we will quote you for the delivery cost and expected time of delivery.

When delivering these items to you, contractual agreements with our garden machinery suppliers mean that we must demonstrate the product to you in person and we must explain safety considerations to you. We must show you how to start and operate the machine and we must start the machine up for you and demonstrate that it runs.

Any other items purchased with these heavy goods can be delivered in addition and delivered at no extra cost.

For any questions regarding your heavy goods order, please contact [email protected].



The majority of orders will be shipped within 3 working days from the time of order. Heavy machinery delivery times may vary, you will receive an email from our team to arrange a convenient delivery date within 2 working days of placing your order.

Where click and collect is selected, we will notify you as soon as the product is available for collection as we may need to draw stock from a different branch – again please allow up to 5 days for purchases to become available for collection.

We ship Monday to Friday with orders placed after 2pm on a Friday being dispatched on the next Monday (excluding Bank Holidays).

We will always aim to deliver products as near to our estimated times as possible. Should we be unable to deliver items within 30 days of your order, we will inform you and give you the option to cancel your order for full reimbursement.

Receipt and signature

If you have selected to click and collect, then you must collect the item or items in person at the selected branch address, and proof of ID and a signature must be provided.

Courier deliveries will also require a signature upon delivery and ID (over 18) for selected items.

Delivery problems

If you experience any problems with a delivery, please contact us by email to [email protected] or by calling us on 01353 863038, selecting Option 1 for Parts.

If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the time specified on the card left at your address, then we may agree to arrange for re-delivery of the products, providing that we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free-of-charge.

An indicative list of the situations where a failure to deliver will be your fault is set out below:

  • you provided the wrong address for delivery;
  • there is a mistake in the address for delivery that was provided;
  • the address for delivery is not reasonably accessible;
  • the address for delivery cannot safely be accessed;
  • where an in person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns & Exchanges

We hope that you are fully satisfied with everything you order from Thurlow Nunn Standen. However, should you need to, we are more than happy to replace or refund items. Please return items in their original packaging, enclosing the TNS Returns Form, unused, to us within 28 days of receiving the goods for a full refund.
When returning items to us we cannot be held responsible for goods that go missing in transit so please ensure that you receive proof of postage when returning any goods and have adequate insurance cover. We are able to arrange courier collection if you are returning large heavy items, please contact us at [email protected] for a returns cost estimate. The cost of the return will then be deducted from your refund.

All returns must be as new. Toys must be sent back in the intact original packaging, containing all parts and accessories. Clothing must also be returned in the original packaging.

Return costs

Return any postal or courier delivered items to the Online Sales Team, Thurlow Nunn Standen, Wisbech Road, Littleport, Ely, Cambs CB6 1RA by recorded delivery, properly packaged.

Please enclose our returns form which must be included in your return. Items must be returned at your own cost; however, we will cover the return costs if the goods are faulty or if the wrong item is delivered. If that is the case please contact us as we can organise collection from your address at a convenient date.

As soon as we have received your return, we will raise a credit and issue the appropriate refund. Please allow up to 2 weeks from the date that we receive your goods at our premises for the refund to be applied.

To request a return, please email [email protected] or call 01353 863038, selecting Option 1 for Parts and we will action this.

Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Your Legal Rights

Our refund policy is in addition to and does not affect any of your legal rights. For any queries about your online transaction, please get in touch at [email protected] or call 01353 863038, selecting Option 1 for Parts.

Privacy & Security

Like you, Thurlow Nunn Standen take your privacy very seriously. Our Privacy Statement is therefore designed to provide you with the appropriate information, assurance and confidence that we are handling your data in a secure, professional manner, with the respect it deserves. This statement addresses what personal information we collect and how we handle the personal information shared with us.

Please read our detailed TNS Privacy Statement.

Payment, Pricing & Promotions

We currently accept orders paid with a credit card (VISA and MasterCard) via our Payment system Stripe. Prices on the website include VAT which charged at the VAT rate current in Mainland UK. We are also able to accept Applepay and Googlepay transactions for your convenience.

We also offer payment via Klarna for transactions over £100. You can pay using 3 interest-free instalments. Further details and T&Cs for this can be found HERE.


Thurlow Nunn Standen reserves the right to suspend, cancel or amend any promotion and/or review and revise these terms and conditions at any time without giving prior notice. By continuing to take part in the promotion subsequent to any revision of these terms and conditions, users shall be deemed to have agreed to any such new or amended terms.

If you register at the TNS Online Shop and sign-up for our Newsletter Service you will receive information and offers on a regular basis.

Voucher Conditions:

  • Vouchers are non-refundable
  • Voucher codes can be redeemed only once
  • If the purchase falls below the amount of the voucher, the holder will not receive the difference as credit
  • If the purchase exceeds the amount of the voucher, the holder must pay for the balance
  • You can only redeem one voucher per order
  • Vouchers cannot be redeemed for cash. Items purchased by vouchers, if not satisfactory, can be exchanged for comparable merchandise only
  • We are not responsible for lost or stolen gift Vouchers
  • The holder is responsible for all taxes (including VAT), duties or fees arising out of the use of the voucher to purchase merchandise
  • The voucher does not include shipping and handling

Credit card fees

Credit card payments may result in additional fees from your credit card company. We accept no responsibility for any additional fees.

Complaints Resolution

If you have any complaints about an online transaction, please get in touch with us by emailing  [email protected] or call 01353 863038, selecting Option 1 for Parts and we will endeavour to find a solution.

If you would like to escalate your complaint, the European Commission has set up an online service to resolve disputes about online transactions. Please visit the Online Dispute Resolution website.

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