Delivery and Returns
Postage and packaging £5.95 or free over £50 for all orders within the UK and the Channel Islands. All plants are sent with identifying labels, and information on how to plant them up (if applicable).
We do not routinely ship outside the UK, as transit times can be unpredictable and some delicate plants do not survive the journey. Shipping costs can also be high, depending on weight. However, if you are outside the UK but within the EU, we will send most plants bare root during the dormant season (November to February). Please contact us for a shipping quote and to place your order.
All items should arrive within one week of your placing the order, and in most cases less than this.
We prefer to send orders by overnight fragile courier where possible. We use APC Overnight fragile service. The courier will call at your address. If you are not in, a card will be left and the parcel returned to the depot. You will then need to contact the depot using the information on the card, to re-arrange delivery at a convenient time. If you would prefer the parcel to be left somewhere, or not to arrive on a certain date, there is a box on our website checkout where you can enter instructions for this.
Small orders, containing three or fewer plants, may be sent by Royal Mail First Class parcels, unless the plants are very fragile types. This is because we subsidise the courier charges, but for small orders we can't do this.
Orders going to the Highlands and Scottish islands, Northern Ireland, or the Channel Islands, will usually arrive by Royal Mail whatever their size, since couriers offer slower services and at much higher prices for these areas than the rest of the country. We feel that using Royal Mail is the best option in these cases.
We will email/text you when your order has been dispatched, telling you how it has been sent and when to expect it. If you need to know before you order how your parcel is likely to arrive, contact us and we can help you.
Cancellations and Returns
If you simply change your mind you may cancel your purchase at any time from when you place the order up until 14 calendar days from the day you receive the goods, without giving any reason. If you do wish to cancel, please notify us by email or phone, or fill out and submit our electronic cancellation form, which you can find towards the bottom of every page on this website. We will acknowledge receipt of your cancellation without delay.
In this case, if you have already received the plants, please unpack them and follow the care instructions on the sheet that is with them, such as standing in a tray of water, until the return can be arranged. If you have simply changed your mind, we would usually expect you to pay the return costs, and to return the items to the address below within 14 days from the day of cancelling. You will usually be able to return them by going to the Post Office, but if you are unsure, just ask us. A full refund of the amount you originally paid will be issued as soon as possible and in any case not later than 14 days from the day we receive the goods back, or 14 days from the day you provide evidence that you posted them. We will make the refund using the same means of payment as you used for the initial transaction.
If you change your mind before you receive the plants but after they have been dispatched, please contact us as soon as you can so that we can arrange to retrieve them. If you simply ignore the card through the door and don't say anything to us, the plants will be held at the depot/sorting office for up to three weeks and may die before they are returned to us.
If anything you have ordered is damaged or faulty in any way when it arrives, please let us know as soon as you can and we will make sure a replacement is sorted out for you.
Returns Address:Water Garden Plants