Contact Us

Where is my order/ Item?

How soon after I place my order will the items be delivered?

Please check your order confirmation email which will detail the lead time for each item you have ordered. We will always dispatch your items as quickly as possible, but our priority is to make sure you receive the best quality products. Due to the live nature of the products we sell, there are occasions when stock can take a little longer than planned to arrive but we will endeavour to keep you updated if there is a problem. 

Will all items arrive at the same time?

Not always. We have to dispatch different groups of items at various times of the year so that you can get the best performance from them. We also have multiple warehouses where we dispatch from, so this can sometimes result in multiple dispatches in order to fulfil the order. 

Has my order been dispatched?

If you gave us your email address when you placed your order, we will let you know when your order is about to be dispatched. This is usually up to 5 days before you receive your delivery.

My order has been dispatched, when will it arrive?

If you gave us your email address when you placed your order, our carrier partner will be in touch when they have received your order into the delivery network. They will also email you on the day of delivery with an estimated time for delivery. Once dispatched, goods are usually delivered within 3 working days. 

My delivery tracking says my goods have been delivered but I have not received them.

We work closely with our delivery partners to make sure items are delivered timely and accurately but problems do sometimes come up. Your tracking email will usually allow you to fully track an order on the carriers website, including where an item was left when delivered. 

There’s an item missing from my delivery

We do sometimes split up delivery of items to make sure you receive products when they are at their best quality and ready for planting. If there are items still to come, your delivery note will state this.

Problem with a product I have received

When your items arrive: Please remember that the items you have ordered are live and so the parcels should be opened, and the items unpacked, immediately on arrival. Please do not leave them in the packaging as this could seriously affect the lifetime of the products.

Plug plants in trays will arrive nursery fresh. They will look a little tired after their journey - give them a little water (if required) and light, and they will be fully recovered and ready to plant within 48 hours. Simply pot on for two weeks and they will be ready to plant outdoors. They can also be planted straight out in a weed-free area or container, when there is no danger of frost.

Herbaceous and deciduous plants delivery from Autumn and throughout Winter  may not look particularly inspiring when they arrive. This is because at this time of year it is natural for many shrubs and trees to lose their leaves (defoliate) and Herbaceous perennial plants die back to their roots. If you are concerned about an item that has arrived, the best place to check is the root system. A healthy root system means the plant is in good condition and will have no issues performing as expected.

If you are concerned about, or have a comlaint about, an item you have received: You can let us know using this form. Please add details (including  information on which item(s)) to the "Your Message" box below. Where possible, please also include photos as this will help us resolve your query quickly. Photos can be uploaded to this form at the bottom of the page. 

Pre sales FAQs
 
Where do you deliver to?

We deliver to all parts of the British Isles. However we regret we are unable to dispatch our goods to the Republic of Ireland, Northern Ireland (See brexit information below)  or the Channel Islands due to excessive freight costs. We currently do not ship to countries outside of the UK.

Can you deliver to Northern Ireland?

Since January 2021, we have not been able to deliver items to Northern Ireland due to regulations around exporting plants and plant products as a result of Brexit. While this is still the case, we want to ensure all our loyal customers based in Northern Ireland that we are continually lobbying for a change to the regulations that will make this possible again.

At present, the agreement does not give any way for a company such as ours to avoid or simplify the new phytosanitary checks. The cost and complexity of these checks makes it impossible to fulfil orders at our usual great value and the delays involved would seriously risk the quality of the plants which our customer receives.

Please rest assured, we want to continue to deliver to Northern Ireland and its frustrating for us that we cannot do so. We want nothing more than to get back to helping the gardeners of Northern Ireland and if a deal to standardise plant health regulations, or another solution can be reached, we will re-commence deliveries to Northern Ireland immediately.
 
How soon after I place my order will the items be delivered?

Each item is individually labelled with the relevant delivery lead time. We deliver items at various times of the year, when it is the most appropriate time for you to plant them. Due to the live nature of the products we sell, there are occasions when stock can take a little longer than planned to arrive. We will always dispatch items as soon as they are ready and endeavour to keep you updated if an item is significantly delayed.

Will all items arrive at the same time?

Not always. We have to dispatch different groups of items at various times of the year so that you can get the best performance from them. We also have multiple warehouses where we dispatch from, so this can sometimes result in multiple dispatches in order to fulfil the order. 

An item is showing as out of stock on your website, will it be available in the future?

Yes, if the item still appears on our site we are expecting to get stock again. An item is marked out of stock when we have a temporary problem getting stock or if an item is out of season. The product listing page will let you know in which months we usually have an item available to buy. If we know we can't get hold of a product again, we will remove it completely from our site.

How are your products supplied? 

Many of our items arrive in different formats so please check the product listing which will detail which format you are buying. Full information on how items arrive can be found in our "How Supplied" guide  . Growing and cultural instructions are also provided online. 

I've received the wrong item

If you think we have made a mistake when dispatching an item on your order then you can let us know using this form.  Please add details (including information on which item(s)) to the "Your Message" box below. Where possible, please also include photos as this will help us resolve your query quickly. Photos can be uploaded to this form at the bottom of the page.

Cancelling an order or item

If you would like to cancel your order or an item, this can be done using the form below. Please add details (including information on which item(s)) to the "Your Message" box below. Please note we cannot cancel items which have reached our packing area or have been dispatched already.

Delaying a delivery
Please note: We can only delay your order to ensure we don't deliver before a certain date e.g. If you are going on holiday and want to make sure your items are delivered when you are back. We are unable to guarantee delivery on a specific date and do not reserve stock against orders due to the items being live products. This means its possible (but not likely) that stock will be unavailable if an order is delayed too far in the future.

Please use the "Your message" box to tell us which date we should deliver from and we will ask our warehouse to dispatch your order after this date. You can also use this field to add additional comments if you need.

Changing a delivery address
If you need to change the delivery address on an outstanding order, please provide the FULL new address in the "Your Message" box below. We are unable to change the address on an order when items are in pick or on their way to you.

If you need to update your address for future orders, please do this by logging into your online account and add the new address to your address book.

Adding an item to your order

If you want to add an item to your order, please call us on 0161 848 1100. We cannot accept add to order requests by email as we will need to take payment for the additional item(s) and cannot accept credit or debit card details via email.

Please be aware that we cannot add items to orders where any of the original items have been dispatched.

Reporting a problem with our website

We're sorry that you have experienced a problem and thank you in advance for letting us know.  It gives us the chance to fix the problem for you and for future customers. 

Please use the "Your Message" box below to provide us with details of the problem you have experienced. Where possible, please also provide the following details as this will help us fix the problem quickly:

• Details of the problem and any error messages you received
• Details of the device you are using (computer, tablet or phone) and the make and model where possible
• Details of which browser you are using (e.g. Microsoft Edge, Chrome, Firefox)

Password Reset Emails 

If you request to change/ reset your password for your online account and cannot find the password reset email , please ensure you check your spam or junk folder.  We have found that some email providers (including btinternet and yahoo) have over zealous junk and spam protection so if you don't receive your password reset email, just let us know using this form.