*For some plants that are too heavy or too tall to be packed in cardboard boxes we use pallet deliveries. In these circumstances, we require a minimum order value of £200 (ex VAT) for free delivery, or you can make a contribution towards the delivery cost. Look out for the information on product pages which explains this further where applicable and if your order is for less than £200 (ex VAT) please call or email us to agree a delivery contribution. This requirement only applies to those plants where it is clearly indicated on the product page
99% of our orders are despatched within 5 working days of receipt and most the day after the order is placed. We can do “next day delivery” on many of our products but please call before placing your order to check.
We can also deliver on a specified date to suit you. Please indicate the date you would like to receive delivery in the notes section of the checkout (or place your order by phone) and we’ll do our utmost to meet that date.
Occasional hiccups can occur (such as broken down vehicles) and although we are very experienced in logistics we cannot be held liable for costs incurred or inconvenience due to late deliveries - see terms and conditions for more information.
You will receive an email or telephone call confirming the despatch of your order 24/48 hours before it arrives with you.
Exceptions to our quick turnaround timescale
Pre orders - if you have placed an order that includes products on pre order, then they will be despatched to you as soon as they are available. If your order includes pre order bare roots or root balls you will be notified once they are being despatched (root balls from mid to late October and bare roots from early to mid November).
Root balls - lifting root balls involves the use of complex, heavy machinery, this lifting is carried out twice a week in the root ball season so we do still have a prompt turnaround timescale but if your order has just missed one lifting, it will be a few days before we lift again. We are always happy to confirm when we can deliver to you before you order. The benefit of this method of supplying root balls is that they are always fresh and therefore have a higher success rate than root balls that are stored out of the soil.
Weather conditions can affect despatch - bare root and root ball plants are not lifted if the ground is too cold (it damages the roots) and the delivery of all plants can be affected if the water supply is frozen (because we water all plants before packing). Extremely hot can also be challenging and occasionally we hold back orders for species that are particularly vulnerable. We ask our customers to be mindful of bank holidays when couriers are not active.
We'd like to stress that although there are exceptions, the vast majority of our orders are despatched extremely quickly and we are proud of our logistics developed over many years of delivering plants to tens of thousands of customers.
We inspect plants carefully before despatch but accept that very occasionally things may go wrong.
You can return your plants (within two weeks) for a refund or replacement (we’ll help with the process of returning). If your plants arrived damaged then returns are free of charge. If you’d like to return your plants because of a change of plan or if we do not agree that the plants are significantly damaged (the loss of a few leaves in transit or a loose pot on arrival for example wouldn't be harmful to the plants), then we may ask you to pay the full or partial return costs if you still wanted to return them. We’re very reasonable and always aim for complete satisfaction as demonstrated by our amazing Feefo customer reviews which can be viewed here.
You can read more about our returns policy in our terms and conditions here.