Terms and Conditions
Please read the following terms and conditions. We think they are here for valid reasons and they are not just boring legalese. They will let you know how your order is handled and payment taken. We are not a warehouse or plant factory so processing will be handled differently to the “big name” on-line providers. The delivery section is also important. We always strive to meet high standards.
Order Processing and Dispatch
Once your order has been placed through the shopping cart you will receive an automatically generated email showing that the transaction was successful. If you have made an e-mail enquiry / order a member of our sales team will contact you.
If there are any issues to discuss with your order we aim to contact you within 3 – 5 working days.
Orders are processed as soon as possible after placement. As we are a working nursery and not a warehouse, we would be grateful for your acceptance that we cannot provide a 24 or 48-hour turnaround. We are organised to dispatch once weekly on a Wednesday and sometimes in addition on Tuesdays. Once processed, your order will be included in the next available dispatch day. At busy times or due to poor weather conditions, we may not be able to pick and dispatch the Tuesday or Wednesday following the processing of your order. Once your order is dispatched we will email you to let you know it is safely on its way.
Please contact us if you require your order by a specific date and we will endeavour to accommodate your request. If you would like your order dispatched on a different day to our usual Tuesday or Wednesday, please note that we will need to pass on the additional staff and courier costs. We advise against dispatching on Thursdays due to the risk of your parcel being stuck in the courier system over the weekend if next day delivery fails. Saturday delivery attracts an additional charge.
As part of the normal nursery growing process plants are often cut down to promote healthy bushy growth. Please be aware that if your order is dispatched shortly after this has happened, your plants may not look as you expected and you will need to wait for re-growth. If you have any doubts or questions about this, please contact us.
Payment and security
We treat certain types of web sale orders differently. If you make a pre-order for the forthcoming bare root season, we will take payment and reserve the stock for you until the commencement of the season. This allows your order to have dispatch priority. For other types of orders we treat your payment as deferred. This means that although you authorise payment, we will not take it until we have confirmed that your plants are ready for dispatch.
We can accept (without cost to you) cancellations of your order up until the day before your order is dispatched. Please advise us by telephone or email. If you wish to change your order and it is already in the picking system, it might not be possible to dispatch on the day already advised. In these cases it will be delayed until the following dispatch day. If you cancel your order after it has been dispatched you will be responsible for the cost of the outward and return courier.
All orders are specially and securely packaged to keep the root system moist and arrive at your door safely. We often use straw for protection so parcels are best unpacked in sheltered conditions outside. A lot of customers then put the straw on their compost heap or use as animal bedding!
If your order is delivered via pallet service, the terms and conditions we have with the companies mean they are only required to deliver the pallet to the “kerbside”. The drivers are not installers. Please do not expect the driver to get the pallet to the final destination. Depending on conditions the driver may get closer but this will be down to his goodwill and judgment. Please ensure you have arrangements in place should the plants need to be transported beyond the dropping point.
In remote countryside or where access is very restricted you may find that our normal courier vehicle cannot reach your front door. Our normal courier always uses a 7.5 Ton vehicle so if you know that your property is consequently inaccessible, you must let us know. We can then arrange for your parcel to be left at the nearest point, with a neighbour or at an alternative or work address. If you anticipate any other access problems it would be helpful if you can let us know and we can pass details onto the courier.
You are welcome to collect your order from the nursery by prior arrangement. You can visit us between 9am – 4pm weekdays and 10.30am – 4.00pm Saturday and Sunday. Please note we are closed at weekends in July.
We believe our stock to be premium quality. Our plants leave us in good condition and should reach you in the same condition. Your plants are living goods and will deteriorate in their packaging so please unpack them as soon as possible after delivery to prevent deterioration. We care about our plants and our customers so if there are any problems on arrival or you are unhappy with your order we will work with you to resolve it. Please notify us with relevant photographs within 2 days of arrival. This is also to be fair to you as if the plants are left longer it will be difficult to determine the cause of the problem. In the meantime we request that you look after the plant(s). We might ask you to return the order in the same packaging that it left us in so please always keep the packaging until the matter is resolved. We will issue a refund once the plants are returned.
If your order is damaged in transit we will require pictures of the damage to the plants and the damage to the packaging. Please always keep the packaging until the matter is resolved.