Terms and Conditions

Ordering Description of Goods Pot Sizes Prices Availability Substitutes Cancellations Reservations/Collections

Payment Provision of Details Payment Options Processing Payment

Delivery Dispatch Taking Delivery Delays Delivery Charges Delivery to UK Mainland Scottish Highlands and Islands Delivery within the EU Delivery outside the EU Delivery by our own transport Split Deliveries Caring for Plants on Arrival Damage/loss in transit

Returns Policy Guarantee/Warranty Complaints Incorrect Goods

By placing an order with Shrubland Park Nurseries you are deemed to have read and accepted the following:

ORDERING

Description of goods

All pictures and descriptions relating to plants on our website are in reference to the eventual size, shape and flowering and do not necessarily represent how the plants will appear immediately on receipt. From late autumn to early spring plants may arrive in a dormant state i.e. without leaves or as a small crown of immature shoots. This is the normal, natural state for many deciduous plants at this time of year but they will look very different from the pictures on our website. Please see caring for plants on arrival for further information.

Poisonous Plants

We have indicated on our labelling those plants which we know to be particularly poisonous. Where there is no such indication this does not imply the plant is not poisonous. Any plant should be considered as being potentially poisonous. We are not responsible for any misuse of plants contrary to specific instructions on our labelling.

Pot sizes

Prices on our website are based on plants supplied in the stated pot size. If for any reason we are not able to supply plants in this size, we will let you know and, if you are in agreement, substitute for the size we do have.

Prices

Prices include VAT where applicable, at the rate in force at the time of printing. We reserve the right to alter prices, including delivery charges, where these are affected by factors beyond our control.

Availability

The appearance of a product on our website is not a guarantee that it is in stock. Plants are 'living stock', most of which we propagate ourselves and are affected by seasons and environmental conditions. As a result, stock levels are ever changing throughout the year as the growing process follows the seasons and therefore it is not possible to keep an absolutely accurate stock control at all times. If for any reason we cannot meet your order either partially or entirely we will let you know. When you place an order, payment is not taken immediately so you will not be charged for plants we do not have. Please see payment for further information.

Substitutes

We will not make any substitutes without contacting you first and will only do so with your agreement. (This excludes any Plant Collections or mixtures where the choice of plants is at our discretion.) There may be times when we are not able to supply the variety and or size of a plant in your order but are able to suggest a suitable alternative. You can trust that we will always recommend a good substitution which will be similar in as many ways as possible. In any case we will not do this without your approval so if you are not satisfied you will have the right to cancel the order. Please see cancellations for further information.

Cancellations

If you need to cancel your order, please let us know within 7 days of placing your order. Orders cancelled after this time will not be eligible for a full refund.

If we are unable to meet your order either in part or in full and you are not satisfied with any substitutes we have to offer then you have the right to cancel your order without charge.

Reservations/collections

You may reserve plants and collect them from the nursery if this is more convenient. (Please see 'how to order' for more details). Please allow 4 days before collecting plants if you have contacted us by e-mail or reserved plants through our website. This allows us time to get your order together and inform you if we are not able to supply certain plants. If you are only in the area for a short time and wish to visit the nursery outside our official opening times then this may well be possible by prior arrangement as there is usually someone on site most days. Please see visitor information.

Reservations will be held under your name for one calendar month from the date of reservation or until a specific date which has been agreed. If you have not collected your order within this time or contacted us to re-arrange a date for collection we reserve the right to make plants available for sale again as we cannot keep them reserved indefinitely.

PAYMENT

Provision of Details

We require the accurate provision of your details at the time of ordering. Please ensure the billing address you enter is exactly as it appears on your card statement. We use this to verify your details and cannot process orders where there is a discrepancy. We also need your full postal address complete with town/village and correct postcode - we cannot be held responsible for delays due to incomplete or inaccurate details. Any transaction made through our website is protected by our security certificate and we will not provide your details to any third party. Please see our privacy notice for more details.

Payment Options

We accept payment by most major Credit/Debit card, Cheque or Paypal or Nochex through our website or by arrangement over the phone. For more information on payment options please see 'how to order'.

Processing Payment

We process payment near to the time of dispatch and not normally immediately on receiving your order unless we have an express arrangement with you to do so. This allows us to check your order, confirm we have everything in stock and address any changes to your order before we process payment. Orders paid for by card are usually processed with 48hours of dispatch. Orders paid by cheques will only be dispatched after the cheque has cleared. Please see dispatch for more information.

DELIVERY

Dispatch

Please allow up to 2 weeks for delivery, though we can often process orders more quickly than this. We will usually contact you with a dispatch date so you know when to expect the plants. We usually send plants out early in the week to avoid weekend delays.

Taking delivery

Deliveries usually require a signature on arrival. For 'signed-for' services we will normally contact you with a dispatch date. If you are out, some carriers may leave parcels without a signature on the strength of a signed note on the door instructing the delivery man to leave the parcel at your risk, and telling them where to leave it (e.g. by back door etc.). Parcels left without a signature are not covered by insurance. If you need the delivery to be covered by insurance please let us know.

Delays

Plants in transit can be adversely affected by extreme weather or simply from being kept in closed box for a prolonged period. For this reason we do not send plants out in very cold or hot weather, or during the 2 weeks preceding Christmas or when delivery may be delayed by weekends or Bank Holidays.

There may inevitably be delays in sending out orders during spring due to backlogs caused by cold weather.

If there is any delay in processing your order as a result we will let you know.

Delivery Charges

The amount we charge for delivery not only covers the cost of delivery but of packing and processing your order. When you have completed your selection, click on the 'estimate carriage' button. The final delivery charge may vary from that shown. This is because plants change in form throughout the year. The cost of sending even the same variety (based on weight and size of box required) can therefore change from one month to another. If for any reason we need to adjust the delivery charge, we will let you know before we process payment. We always try to keep delivery costs as low as possible.

Delivery to UK Mainland

Our delivery charges are based on delivery to mainland UK. Depending on the size of order, the services we use are Royal Mail First Class or Special Delivery* or DHL Next Day Standard Service* Once you have placed your order we will confirm the carriage method and cost.

*Trackable

Delivery to Scottish Highlands and UK offshore Islands

This will be charged differently, and may take longer. You can either order in the usual way on our website (disregarding the carriage estimate on screen) and we will let you know by e-mail or contact us with the list of plants you wish to order and we will work out the cost. We must have your FULL POSTAL ADDRESS & POST CODE in order to do this.

Delivery within the EU

Charges will vary depending on weight, size and destination. You can either order in the usual way on our website (disregarding the carriage estimate on screen) and we will let you know by e-mail or contact us with the list of plants you wish to order and we will work out the cost. We must have your FULL POSTAL ADDRESS & POST CODE in order to do this.

Deliveries to the EU are not covered by insurance and are sent at the customer’s risk. We will normally ask you to send payment via PayPal or NOCHEX. Customers are responsible for checking for restrictions regarding import of specific plants to their country before ordering.

Delivery outside the EU

At present we regret we cannot ship to countries outside the EU but we are looking into the possibility of doing this in the future.

Delivery by our own transport

For very large plants or large orders, we may be able to deliver using our own transport in East Anglia and the Home counties. Please contact us for details or, when ordering on our website, ask for a quote for delivery by our own transport by entering your request in the box for additional information/ requests box.

Split deliveries

If it is not possible to dispatch your order in one delivery we will let you know. We may still have to charge delivery separately on single orders sent out in multiple deliveries.

Caring for Plants on arrival

After receiving your delivery, remove plants from their packaging immediately. If someone is taking delivery on your behalf and you are not due to collect the parcel from them within a day - please instruct them to do this themselves.

Plants need light, air and water. We cannot be held responsible for the loss of plants that have been left in their packaging for too long. See caring for plants on arrival for more information.

Damage/ loss in transit

If your order has not arrived within the expected time from dispatch or has been damaged in some way then contact us immediately. Do not sign for parcels which appear damaged without first inspecting the contents. If someone is taking delivery on your behalf then ask them to do the same. Please retain the packaging of any damaged parcels.

RETURNS POLICY

Guarantee/warranty

We do not offer a warranty on plants because they are classed as 'perishable goods' and we cannot be held responsible for their care once they have left our nursery as they will be affected by conditions beyond our control. We have very high standards and always check our plants thoroughly before we send them out. Any complaints should be made in writing immediately on receipt, and will be considered on an individual basis.

Complaints

Complaints must be submitted in writing within 7 days of receipt or order. We will deal with any complaints fairly on an individual basis. In the case of damage during transit, please retain packaging and contact us immediately.

Incorrect goods

If we have inadvertently sent you incorrect items (excluding substitutions where this has been agreed or plant collections where the supply of specific plants is not guaranteed) then please contact us immediately. We may ask you to send items back to us.