Placing an order does not imply automatic acceptance of the order. We normally send orders out once a week, but it depends on the time of year and the current weather conditions. We try to dispatch all orders received by Friday evening the following week, although during very busy times this is not always possible.
While we make every effort to keep the website up-to-date with plant availability, it is impossible for stock levels to be 100% accurate, especially during busy times. We sell plants online, at the nursery and at plant fairs etc, so our stock levels are constantly changing. Please feel free to email your wishlist to check availability. If an item is unavailable and you have not chosen to accept substitutes during the checkout process, we will refund the relevant amount for the unavailable plant(s).
Plants are not products we manufacture and are subject to various natural rules and vagaries. Plants grown from seed occasional exhibit colours or characteristics which are different from their parents. It's possible for plants to 'sport' which is where a plant decides to change randomly. We do our best to ensure that the plants we send you are the plants you expect but we cannot be held responsible for changes that occur naturally.
You can choose to pay using your Mastercard, Visa, Amercian Express or Discover credit or debit card, or you can pay via PayPal. Either way, we do not see your card details and the transaction is handled by either PayPal or the transaction processing company.
You can also select to pay over the phone and we will call you to take your payment.
You will subsequently receive a summary of your order, confirming the products selected, delivery address and any special instructions. This email is sent automatically by the website and if you haven't received it, please check your junk/spam folder.
Orders over £15 will be dispatched by courier. Orders below £15 will be sent via Royal Mail (Royal Mail deliveries need to be signed for). We deliver to mainland UK only except by prior arrangement.
Your order will be dealt with in strict rotation. If you know you will be away at certain times, please tell us in the special delivery instructions box on your order form or at the online checkout.
If you would like to make any changes to your order, please let us know as soon as possible. We will try to accommodate your wishes, but we cannot make changes after your plants have been packaged. If you wish to order additional plants and place a second order before your first order has been sent, we will refund the second delivery charge.
If you ask us to tell the courier to leave your parcel in your 'safe place', this is at your own risk and we will not accept any liability for your parcel after the courier has notified us that it has been delivered. If we have the couriers notification that the plants have been delivered you will need to take up any issues with the courier directly.
If for any reason your parcel cannot be delivered (i.e. there is no one to sign for it and/or there is not a safe place indicated, or the safe place is not deemed safe by the courier) and you do not rearrange the delivery in a timely manner, we will not accept liability if the plants suffer from the delay.
We will only substitute if something is not available AND you have ticked the relevant substitute box on the form. If you tick the box you agree to accept the substitute we deem suitable. If you do not tick the box and something is unavailable, we will refund you for the unavailable plant. We will only contact you in the unlikely situation where the majority of your order is unavailable.
Please remember that your plants will have been in their box for a day or two, transported in at least 3 different vehicles and been through an automated sorting process before reaching you. We package the plants as best we can and have very few problems, but plants that come out of their packaging will look a bit more 'ruffled' than if you'd just picked them off the bench at the nursery.
If your order does arrive badly damaged or there are plants possibly missing, please inform us immediately, and keep damaged packages until you hear from us. All claims of damage must be backed up with a photograph so that we can pass it on to the delivery company. In most cases, plants will soon recover from all but the most severe damage but if you are concerned please contact us within 48 hours of delivery. We cannot accept claims for damaged or dead plants at a later date unless you have expressed a concern and emailed a photograph within 48 hours of receipt.
If you wish to return plants we must agree in advance (see next paragraph) and they must be returned within 5 days, because they are perishable goods. We cannot accept returns after this time because we cannot control how well they have been cared for in the interim period.
Orders placed online are covered by the Consumer Contract Regulations. Please note that plants are counted as perishable under these regulations and are therefore not included in your right to return them simply because you changed your mind. Of course, if any plant is not in good condition or the wrong plant is sent, etc, we will replace it or refund your money (subject to the above 5 day limitation). If we agree that you can return plants to us we will usually require you to pay for postage.
We care about the plants we send (after all, we have grown them!) and want our customers to have a good experience when ordering from us, so please do get in touch if you are not happy and we will do our best to resolve any problems.
Orders which contain pre-order plants will be held until all plants are ready and be dispatched together.