Delivery & Returns
Delivery Charges & Free Delivery
| Delivery method | Typically used for | Free delivery from | Delivery charge below threshold |
|---|---|---|---|
| Box Delivery | Bare Root & Small Pot Grown | £200.00 | £10.00 |
| Large Box Delivery | Large Bare Root & Pot Grown | £300.00 | £15.00 |
| Pallet Delivery | Root Balled & Large Pot Grown | £500.00 | £50.00 |
| Specialist Tree Delivery | Trees requiring specialist transport | £1,500.00 | £450.00 |
Free Delivery & Cancellations After Dispatch
Free delivery means that we do not charge you for the normal outbound delivery cost when your order meets the relevant free-delivery threshold. It does not mean that the carrier provides the delivery to us free of charge.
If you ask us to cancel, intercept or return an order after it has left our nursery, we may already have incurred the outbound carrier cost and may also incur a separate return, interception or recovery charge.
For business customers, and for other orders where applicable law does not require otherwise, we may deduct the reasonable direct costs we have actually incurred because of a cancellation after dispatch. This can include the actual outbound carriage cost already incurred and the cost of returning, intercepting or recovering the order, even where the order originally qualified for free delivery. We will only seek to recover genuine costs incurred and will not apply a cancellation penalty.
For consumer customers, any statutory cancellation and refund rights that apply to the order take precedence. We will only make deductions that are permitted by law.
Important Access Information for Pallet Deliveries
Pallet orders are normally delivered on an 18-tonne rigid lorry. Please allow approximately the same access and manoeuvring space you would expect a bin lorry to require.
If your property or delivery address cannot safely accept a vehicle of this size, please contact us before placing your order. We can arrange for the pallet to be transferred to a specialist smaller vehicle with a tail lift. A £50 surcharge applies for this service.
If you are unsure whether your access is suitable, please call us on 01206 804732 before ordering.
How Will My Plants Be Delivered?
Smaller plants are normally packed into easy-to-handle cardboard boxes, while larger Root Balled and Pot Grown hedging is normally sent on a pallet. Large trees that cannot travel safely by our standard services require specialist delivery.
The delivery method is determined by the size, weight and type of plants in your order.
Where We Deliver
We deliver plants throughout England, Scotland and Wales.
Some areas, particularly the Scottish Highlands and Islands, can attract additional courier charges. This can include postcodes beginning AB, IV, KY, KA, KW, PA, PH, HS and ZE. If your delivery address is in one of these areas, please contact us before ordering so we can confirm any additional delivery cost.
Call us on 01206 804732 or email [email protected] for a delivery quotation.
Protected Zones & Offshore Deliveries
We are currently unable to ship hedging plants to the Isle of Wight, Isle of Man or Channel Islands. Plant-health and protected-zone regulations also restrict the movement of relevant plants to destinations outside the areas we serve, including France and the island of Ireland.
If you are unsure whether we can deliver to your postcode, please contact the nursery before placing your order.
When Will My Order Be Dispatched?
- 1
Most orders
We aim to dispatch most plants within 7 days. - 2
Busy periods
During busy periods, please allow up to 14 days for your order to be dispatched. - 3
Bad weather
Please allow up to 14 days during periods of poor weather. Many plants are lifted to order and frozen, waterlogged or unsuitable ground conditions can delay lifting. - 4
Delivery confirmation
Once your order is scheduled, we will send a delivery-date confirmation email so you can plan for your plants to arrive.
Bare Root & Root Balled Pre-Orders
Between April and October, orders for Bare Root and Root Balled plants are treated as seasonal pre-orders.
We take payment to secure your stock and dispatch the plants as soon as the season and weather allow. This is normally from the first week of November, although the exact timing can vary because plants can only be lifted when conditions are suitable.
Before dispatch, we will email you with your delivery date. If your plans change while your order is still a pre-order, contact us and we can arrange an order change or refund in line with the applicable cancellation terms.
Returns & Cancellations
- 1
1. Cancelling before dispatch
If you change your mind before your order has been dispatched, contact us and we can cancel the order and arrange your refund. Under our voluntary cancellation process, and where permitted by law, any payment-processing fee that has been charged to us and is not returned by the payment provider may be deducted from the refund. - 2
2. Contact us quickly after delivery
If you are unhappy with your order after dispatch, please contact us as quickly as possible and preferably within 3 days of delivery. This allows us to check the issue while the plants are still close to their delivered condition and to give you any immediate plant-care advice. - 3
3. Returning plants
Under our voluntary returns process, plants and accessories may be returned within 7 days of delivery. Please arrange the return with us before sending anything back. - 4
4. Keep plants in good condition
Until the plants are safely returned to us, keep them upright, sheltered and watered as required. Re-pack them securely using the original packaging where possible and keep all original plant labels attached for identification and plant-passport traceability. - 5
5. Return delivery
Under our voluntary returns process, return delivery costs remain the customer's responsibility where permitted by law. If returned plants have been allowed to dry out, become damaged or are no longer in a re-saleable condition, any refund may be reduced to reflect their condition where permitted by law. - 6
6. Cancelling after dispatch
If you ask us to cancel, intercept or return an order after it has been dispatched, carrier costs may already have been incurred. For business customers, and for other orders where applicable law does not require otherwise, we may deduct the reasonable direct costs actually incurred because of the cancellation, including outbound carriage already incurred and any return, interception or recovery charge. This can apply even where the original order qualified for free delivery. For consumer customers, statutory cancellation and refund rights take precedence and we will only make deductions permitted by law.
Payment Processing Fees on Pre-Dispatch Cancellations
| Payment method | Processing fee |
|---|---|
| Visa / Mastercard / American Express | 1.5% + £0.20 per transaction |
| Buy Now Pay Later, such as Klarna or Clearpay | 4.99% + £0.35 per transaction |
Your Statutory Rights
Our cancellation and returns process does not remove or reduce any statutory rights that apply to your purchase. Where consumer law gives you a different cancellation period, refund entitlement or other remedy, your statutory rights take precedence over our voluntary policy.
If you are buying wholly or mainly for business purposes, consumer cancellation rights may not apply to that purchase. Business-order cancellations are handled in accordance with the agreed terms and applicable law, including the after-dispatch cost provisions explained above.
Need Help With a Delivery or Return?
If you are unsure about delivery to your area, pallet access, need to discuss a seasonal order or would like to arrange a return, speak to our nursery team before placing the order or sending anything back.
Call 01206 804732 or email [email protected].