Ordering and Delivery Time
You can order trees and plants from us throughout the year. However our trees and plants are supplied bare-root and as such can only be supplied during the dormant season from mid November to mid March. Although a small minority of our trees and plants are pot grown, these are also only supplied during the dormant season and will usually be removed from their pots and supplied bare root for ease of packing. Bare-root trees and plants can be planted any time during that period in the UK. We start taking orders in late April for supply during the following winter. You can either have your ordered delivered or collect it from the nursery.
Orders are normally delivered in the sequence in which we receive them. When we start deliveries in November your order will be put into the queue according to when it was received. You will automatically be advised by email of the expected delivery week. You will be reminded of the delivery by email a few days before delivery and sent an email with full delivery details on the day when the order has been despatched. We normally use a next day carrier service for delivery. We cannot guarantee delivery by or on a specific date. However if have specific requirements in this respect we will do our best to comply. In particular if there is any period when you will be away or do not want your order to be delivered please let us know. There is a box for entering this information at the checkout.
If you wish to collect the order from the nursery you can do so from mid November to mid March. We leave it up to you to arrange a time for collection at a time when it suits you. Except for the Christmas/New Year holiday period you can collect 7 days a week from 9:00am to 4:30pm. However you need to book a date in advance so that the trees can be lifted and made ready for collection. We do this work on a weekly basis. If you let us know before Thursday in any week you can collect from the following Saturday onwards.
Amending Your Order, Cancellations and Refunds
You can add items, delete items, cancel or make any other changes to your order yourself on our website up until the time you received the delivery reminder email a few days prior to delivery after which you will need to contact us if you wish to make any changes or cancellations. You will receive a full refund for any items cancelled and already paid for plus any relevant delivery charges paid. Refunds will usually made within 7 days of cancellation. If you have paid by credit/debit card refunds can only be made to the same card.
In addition you have the right to cancel your order within 7 working days of the receipt of your order. If you wish to exercise this right you must telephone or email us within 7 working days of receipt of the order. Unless the cancellation is due to faulty or damaged items you will need to return the items to us at your own expense.
We also reserve the right to cancel your order and give you a refund equal to the value of your order for any reason at any time up to the point of delivery.
Damaged or Faulty Goods
We supply the highest quality trees and plants and pack them with great care in specially designed cartons. In the unlikely event that you are not satisfied or damage occurs in transit, please contact us within 7 days of receipt to arrange replacements or a refund.
We also take great care and adopt procedures which almost totally eliminate packing errors. All items in your order will normally be sent in one consignment. Each consignment will have enclosed a packing list of all the items included. In the unlikely event that there are any packing errors or shortages please contact us within 7 days to arrange replacements or a refund. However please open all packages and check the items carefully before reporting shortages. Nearly all the reports for shortages we receive are later found to be as a result of customers not checking the items properly.
Non-receipt of Goods
We send an automatic email on the day when your order is despatched with details of the carrier and consignment note number. As we use a next day service delivery will normally be made on the following weekday but may take longer in more remote locations. Please contact us if you have not received your order after 3 working days. Losses are very rare but we will replace or fully refund any orders lost in transit as long as we are notified within 14 days of despatch.
Shortages and Substitutions
Nearly all the trees supplied are produced by ourselves and we only take orders for items which we believe we have. When you order an individual item is reserved for you. Shortages are therefore rare. However shortages can occur as a result of trees dying or suffering accidental damage or there may be occasional errors in stock control. In such rare instances you will be fully refunded or if there is an obvious substitute available may be offered a substitute as an alternative to a refund. In any event we do not make any substitutions without your prior consent. You will only be supplied the items that you ordered or consented to as a substitute.
We supply good quality, healthy plants and trees. They are normally lifted just prior to delivery and pack in a way to ensure that they reach you fresh and in the best possible condition. As a result there are very few that fail. We will replace or refund any trees or plants that die in the first spring after they have been supplied as long as we are satisfied that they have been treated and planted properly and as long as we are notified by the end of June after they are supplied.
Payment for Orders
Orders can be paid for by credit/debit card online or over the telephone or by cheque. You will have all these options available at the checkout when ordering online. You do not have to pay by card online if you do not wish to do so. If you order before October you will also have the option to delay payment and card detail submission until October. We will automatically ask for confirmation and payment for these orders by email in October. Please note that once you submit card details your account will be charged immediately even though it may not be possible to supply the order until a later date. We do not retain any card information for your security.