As with most companies offering a mail order service we have seen a huge increase in the number of orders placed - this is of course a blessing in these worrying times and we are extremely grateful to you, our customers for your support. Our Mail Order team have been working hard to minimise the time between orders placed and their despatch date please see below for our currently anticipated waiting times.
|ORDERS PLACED ON OR BETWEEN||
|WILL BE DESPATCHED||within 3-5 business days|
|WE ANTICIPATE THAT ORDERS PLACED ON||
WILL BE DESPATCHED AS SOON AS POSSIBLE
You will receive an individual delivery notification once your order has been boxed and is awaiting despatch
Please allow up to 10 working days between the placing of an order and delivery PLEASE ALLOW AN EXTRA 2 DAYS FOR ORDERS PLACED PRIOR TO A BANK HOLIDAY. Edited 17 July 2020
I was about to place an order and now I can't go through the checkout ?
As you may be aware we are currently limiting the number of orders we accept each day. Once we have reached our order limit for the day you will see a notice displayed across the top of the website and you will no longer be able to proceed through the checkout - however if you are already in the checkout you will still be able to place your order as normal. We apologise in advance for any inconvenience this may cause.
We are now able to turn our website sales on and off with the flick of a switch rather than adding and removing stock each day - this means we can start adding to the amount of stock we have available for you to choose from and now you will still be able to "window shop" at any time of the day or night - so even if you are unable to buy you can still start working on those all important planting plans.
My card payment is being rejected at the checkout stage?
We use barcleycard as our secure on-line payment provider and they favour the use of the following web browsers, if you are having issues with payment please use one of the following:
If you are still having issues please take a screen shot of your order and email this along with your contact details to firstname.lastname@example.org We will then contact with reference to payment prior to processing your order.
Can I place an order via the phone please?
Currently we have no members of staff to answer phone enquiries. If you would like to order plants please can you order online through the website. Please follow this link for current anticipated delivery times.
Why have I not had an order confirmation?
First please check your junk mail, if you still can't see your email confirmation please email us. email@example.com
Orders sometime arrive as incomplete on our system - this appears to be an issue with our secure on-line card processing service and as such is out of our control. Once we have established that a payment has been made we will send an email confirmation.
I have had an order confirmation but I haven't heard anything since ?
You will not receive another update from us until we are about to despatch your order, at which point you will receive an email to tell you that we have collated your order and we are about to despatch it - in reality your order may have been gathered several days earlier. IF you have an issue with the anticipated delivery date given on this email please advise us asap. so that we can delay sending / organise a more convenient delivery date.
Lastly you will receive an email to tell you that your order has been despatched via our courier - IF for any reason you do not receive your order within the given timescale please advise us, firstname.lastname@example.org we will then contact our courier.
I have placed 2 orders can you combine them?
Yes, assuming we have not already packed your order. Please email us email@example.com and we will do our best to ensure that your orders are united and sent out as one. Please note that this will delay your original order - the despatch date will be based on the date that the second order was placed. Follow this link for our current despatch times.
I've received my order but why are some plants missing ?
On occasions we are unable to fulfil orders this can be due to a number of reasons, living plants are unlike many other commodities. We reserve the right to remove plants from orders for the following reasons;
We endeavour to remove stock from the website OR only offer it via our local *'Click & Collect from our Nursery Shop' service before it either becomes physically too large to send or too fragile to withstand packing.
When you receive your order you will also receive an updated copy of your order invoice detailing the plants we've charged you for, any plants which do not appear on the list will not be charged for and the money will be refunded to your account. Refunds will take approximately 10 business days to reach your account once they have been processed, sadly the time scales involved are out of our control.
If you have any further concerns relating to payments you have made please email us firstname.lastname@example.org
*Click and Collect from the Nursery Shop. (Hampshire,UK)
If you live in our area and would like to collect your plants rather than have them delivered you can convert your order to 'Click and Collect' once you reach the wheelbarrow. We hasten to add it will still take us a minimum of 48hrs to gather your order and contact you. And we would ask you not to visit the nursery just on the off chance that your order will be ready. You will find that some plants listed on the website are only available via 'Click and Collect'. As stated above this enables us to include plants that we only ever have in very small quantities; or plants which are either just too delicate or too large to send via mail order courier, and allows customers who intend to visit the nursery to reserve them in advance. This also currently applies to MELCOURT SYLVAGROW® Compost.
Once our team have gathered your 'Click and Collect' order you will receive an email asking you to contact us to book a time slot for collection.
*PLEASE NOTE* - Our office is unmanned at weekends and on bank holidays so any 'Click and Collect' orders placed after 4pm on Fridays will not be processed until Monday.
I have received my mail order but it is packed with something which looks like polystyrene, how can I dispose of this ?
It is in fact a product called EcoFlo which in the words of the manufacturer " is biodegradable and conforms to EN13432, making it suitable for domestic or municipal compost. It will dissolve in water which eliminates the problem of littering. Starch is an annually renewable resource, not a depleting resource like petro-chemical based polystyrene."
Other packing materials include Ecolander compostable bags, green flower canes which you may find a use for within the garden and double walled cardboard boxes.
Why are you still using black plastic pots ?
Our current policy on the use of plastic pots is as follows - we have not started using the taupe pots because we feel that at this stage they only serve to confuse; yes they are recyclable but so are our current black pots. The advantage of taupe pots is that taupe is a colour that can be "seen" by the sorting machines which sort out our recycling but many council's will still not recycle PP5 plastic whether it is black or the currently more expensive taupe pot - Hampshire included ( we welcome feed back on this as we realise that this is an evolving situation). At the nursery we re-use our pots until they are no longer fit for purpose and then recycle all of our recyclable plastic waste with a local, commercial recycling centre. We would encourage you to re-use pots or give them to friends who might find them useful.
We have been looking at various plastic pot alternatives with the specific aim of using them for our mail order service. Some of the most promising products are currently only in their trial stages and we are eagerly waiting for them to become commercially available.
IF you can't find the answer you are looking for here you may find an answer within our Terms and Conditions