Delivery & Returns
Please see below for our most frequently asked delivery questions:
If you have any other questions that aren't covered here or would like further information about any of our products then you can contact us by telephone on 01932 878570 (between 9.00am-5.00pm, Monday to Friday) or by sending an email to: email@example.com
What payment method can I use?
We accept payment for online orders by Visa, Mastercard, Maestro, Delta and PayPal. Payment is taken when the order is first processed, after your order has been securely transferred to our offices and checked in. If you would like to pay by cheque or Postal Order, please post it to us together with the order form.
Our gift vouchers can be redeemed by post or online.
How long will it take for my order to arrive?
Normally, your order will leave our warehouse within 2-7 working days of receipt. If an item is temporarily out of stock, orders may be held to send out complete.
Orders containing products that say "Direct from Producer" may take longer. This is particularly the case with vegetable and herb plants which need to be at a certain size before they are ready. The producers will email you directly to advise when plants are being sent.
Please note that items that say IN STOCK are available from our warehouse. Items that say PREORDER or AWAITING DELIVERY are not currently in stock but are expected in time for sowing, planting or normal use. Please see the "Usually Available" text which gives more information on seasonal availability. We only set items to OUT OF STOCKwhen there is no further stock available in that growing season, or when there is likely to be a delay in obtaining fresh stock.
If your order cannot be completed, items not enclosed will be marked 'To Follow' and sent as soon as we receive them.
There are times in the Winter/Spring when we are extremely busy, so deliveries may take longer - particularly with items such as seed potatoes which cannot be despatched when there is high risk of frost.
How much are UK Post and Packaging charges?
If your order is under £12.50 we charge £1.90 postage and handling costs. If your order is between £12.50 and £60.00, we charge £3.95. Orders of £60 and over are FREE delivery in the UK only.
The two exceptions to this are as follows :
All orders including one or more PLANTS in the category called 'Organic Plants - Individual Varieties' and 'Organic Plants - Herbs' will be subject to an additional charge of £5.95 regardless of the overall value of an order.
All orders including one or more FRUIT TREES† Apples, Pears, Plums, Damsons, Cherries will be subject to an additional charge of £10.00 regardless of the overall value of an order.
How will my order be delivered in the UK?
Parcels under 2kg are sent by 2nd Class Post.
Parcels over 2kg will be sent by YODEL, delivery is 2-3 working days in mainland UK, 3-5 working days to Northern Ireland and Scottish Highlands and Islands.
Do you deliver to the Channel Islands?
Due to high parcel costs we regret we cannot send fertilisers, composts and other heavy items including seed potatoes to the Channel Islands without charging additional postage.
Can I place an order from outside the UK?
We welcome orders outside the UK to destinations shown in the country list in 'My Basket'.
Because of the wide range of item weights and variable cost of delivery to different countries it is not possible to quote exact prices for delivery at the time of ordering. Our delivery charges and policy are detailed below.
There is a MINIMUM CHARGE of £3.95 for orders up to £20.00. If the cost of delivery exceeds £3.95 we may contact you to request a further charge to cover the extra cost if this cannot be avoided.
Over £20.00 we have priced delivery at cost for one single† parcel by DHL.
If delivery is to a "remote area" as defined by DHL, there will be a surcharge payable and we will contact you to request a further charge to cover the extra cost.
†For multiple parcels by DHL we will contact you to request a further charge to cover the extra cost.
We will not send out goods that require extra postage until we have received agreement from you for this. Sometimes a heavy item can be removed from the order to reduce the cost of sending if that is your preference.
Card details are not stored on our website or in our offices, so if we if we need to ask for additional we will need to ask for the details again. If you use Paypal, we can send a request for payment using that method.
For destinations not included in the country list at "my basket" please send us a list of what you would like to order and where it has to go to and we will quote for delivery.
Do you supply seeds to destinations outside the EU?
Certain countries outside EU may require health certificates before seed can be imported. Please check the requirements in your country before ordering. We regret that it is not possible to supply such certificates for any item due to the cost of providing this service. We will not be responsible for any goods seized on arrival in the country of destination, or for any additional tax or carriage charges that may be levied locally. It is the responsibility of the customer to check local requirements before ordering.
What happens if an item I have ordered is unavailable?
Every effort is made to ensure that the items advertised are available, though if a seed variety is sold out, we will send the nearest available substitute of equal or greater value or give a refund.
If you DO NOT wish to receive a close substitute, please make sure you inform us when you order or write 'NO SUBSTITUTES' on your order form.
Will I be able to track my order once it has been despatched?
If your order is sent with Yodel (parcels weighing over 2kg), the Email we send you once the order is despatched will contain tracking numbers and a link to Yodel’s tracking service.
If the order is sent with Royal Mail (under 2kg), there will be no tracking information available.
What happens if I am not in when my order is delivered?
If you order online, during checkout you will be able to tell us where to safely leave your parcel if you are likely to be out. If you prefer to order over the phone or by post, please let us know where you would like your order left and we’ll make sure to pass your instructions on to the courier.
My delivery has arrived and I have a query about my order?
A packing note will be enclosed with your order. Please examine all goods on arrival, especially plants, bulbs and tubers. If you have a query with your order contact us as soon as possible on 01932 878570 or send us an email through the 'Contact Us' area of the site.
Iíve ordered plants. If theyíre delayed in transit will they be OK?
All plants (fruit bushes, sweet potatoes, comfrey, etc.) really need to be planted as soon as you receive them, and you will receive full instructions about how to care for your new plants with your delivery. If there is a delay (for example if the postman has to take them back to the depot when you’re out), the plants will be fine for a few days. The exception to this is sweet potatoes, which can’t tolerate any significant delay.If for any reason you are not happy with the quality of your plants, please let us know as soon as possible after receipt.
Iíve changed my mind about one of the products on my order, or it is faulty. What do I do?
Please contact us as soon as possible after receipt of your order and let us know of any problems. We will organise any returns, so please do not post anything back to us without speaking to our Customer Services team first.
My question has not been answered here. What do I do?
If you have not found the answer to your question here, please email firstname.lastname@example.org or give us a ring on 01932 878570, and we will be happy to help.