Delivery & Returns

Delivery & Returns

We pack all of our products, and especially our plants, very carefully using a variety of packaging to ensure that plants in particular are secure for transit and we use experienced and reliable couriers to deliver our products safely.

Delivery

Standard delivery charge. Our standard delivery charge is £7.95 for mainland UK addresses on orders up to an aggregate weight of 10kg. You can therefore purchase several products and pay only one delivery charge. For orders above 10kg we will advise you of the delivery charge. We generally, but not always, use a next day courier service. The delivery charge for gift vouchers is £3.95.

Delivery surcharge by postcode. For some addresses our standard delivery charge will not apply. For details of non-standard delivery charges please see below:

Location Postcode Cost
Remote Scottish Highlands  AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50 £25
Scottish Islands HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3 £27
Scottish Borders DG1-16, TD1-15 £10.95
Channel Isles GY1-10 £27
Isle of Wight PO35-41 £25
Isle of Man IM1-9, IM86-87, IM99 £25
Scilly Isles TR21-25 £27
Northern Ireland BT1-49, BT51-82, BT92-94 £15
Republic of Ireland £25

You will only pay one delivery charge per dispatch, even if you have more than one item (but see 'Back-orders below).

Dispatch. Where products are available in-stock we aim to deliver your order within 28 days.

Back-orders. Products marked as available on Back-Order are in products that are in production and not ready for release yet. Products available on back-order are usually dispatched between April and May (unless otherwise stated and subject to growing season weather). If your order contains both in-stock and back-order products we will dispatch your order when all of the products are ready; if you would like to have the in-stock products delivered prior to the back-order products an additional delivery charge (£7.95) will apply and your order will be split and dispatched accordingly. Either place two separate orders on our website or contact us via email and we will assist you.

Items that are on back-order in May will be delivered the following year in April or May.

Notice of dispatch. We will notify you via email that your order has been dispatched. Usually, but not always, our courier will send either a text or an email confirming the expected delivery date and providing options for you to arrange an alternative delivery date and/or delivery instructions (such as delivering the order to a neighbour if you are not going to be home).

Delivery times. We do not guarantee delivery dates or specific delivery times. Usually deliveries are made between 09:00 and 16:00. We do not deliver on weekends or Bank Holidays.

Delivery instructions. You can leave specific delivery instructions (for example, please leave behind gate) when you place your order. Please note that we cannot accept liability for loss or damage arising from complying with your delivery instructions. If you are not home when we attempt delivery, and in the absence of any other instructions from you, we will usually attempt delivery to a neighbour or leave the order in a safe place. If this is not possible, your order will be returned to the local courier depot awaiting either a re-delivery or collection by you. The courier will notify you if your delivery is left with a neighbour, in a safe place or returned to the depot. Please note that you must either collect your order from the depot or have it re-delivered within 24 hours because the product is perishable and may deteriorate rapidly if left without sunlight and water.

WHAT TO DO WHEN YOU RECEIVE YOUR PLANT

Open immediately. Orders should be opened immediately and if appropriate, watered. Under no circumstances should plants be left in the box unnecessarily either on your doorstep or at the courier’s depot.

Immediate care. As soon as your plant is delivered open the box, carefully remove the packaging (being careful to avoid injury on any canes in the box) and get your plant out and put it outside in a sheltered position. If necessary, water it too. Read the Care Guide provided with your plant, for more information and videos on planting and general care you can look at the Grow Guides on our website. Plant your plant in the garden (or in a large container) as soon as possible and remember to water it regularly whilst it becomes established in your garden.

Transit. We expect our products to be delivered to you in excellent condition. Unfortunately from time to time plants can become up-turned, foliage can be damaged and soil can become loose during transit. Whilst this is not desirable it is not generally detrimental to the long-term health and viability of the plant and a little loose compost in the box is nothing to worry about.

IF THERE’S A PROBLEM

Quality. The plants and sundry products sold by us have been carefully grown and selected to meet the highest standards of quality, performance and value. We carefully check all items before they are packed for delivery to make sure everything is right and we hope that you will be 100% happy with your order.

Time of year. Please bear in mind that plants look different depending on what time of year it is. If you purchase a deciduous plant (such as a tree peony) in the winter, remember it will arrive bare. Equally if you purchase a herbaceous plant (such as a herbaceous or intersectional peony) in the autumn/winter it will arrive without any growth above the surface of the coil in the pot. It doesn’t mean there’s anything wrong with it, it is perfectly normal at that time of year, the roots will be strong (we’ve checked) and the plant will start growing again in spring. We don’t force our plants into leaf or flowering at unnatural times of the year, because we want them to be ready for the conditions in your garden.

Autumn. Remember that herbaceous perennials will appear to die back to the ground every autumn before re-emerging every spring. This is perfectly normal and does not mean that your plant is dead. Tree peonies will drop their leaves in the winter, leaving bare stems. Again, this is perfectly normal.

Contact us. If you are concerned about a plant that we have delivered please email us immediately via email with a photograph of the plant and we will endeavour to establish whether there is cause for concern or not. Plants are live products and are perishable. Whilst they may arrive in peak condition subsequent changes in care and environmental factors can affect the health of the plant. Therefore if you are not happy with the quality of the items you have purchased you must inform us straight-away. Failure to do so may affect any refund claim. We are always prepared to give advice for on-going plant care so please do not hesitate to contact us.

COMPLAINTS

Customer Service Team. We accept that mistakes occur. We trust that this does not happen often and that matters can be satisfactorily and quickly resolved by our customer service team. However we appreciate that from time to time service, delivery and quality issues arise and we promise to do everything we can to rectify matters when this happens. In the first instance, please contact our customer service team to try and resolve your concern. We aim to please our customers so please let us know if there is anything we can do to improve our service.

Telephone: +44 (0) 1525 878924 (09:30 to 12:30 Monday to Friday excluding Bank Holidays)
Email: click here
Post: Primrose Hall Peonies, Dingley Dell, Toddington Road, Westoning, Bedfordshire MK45 5AH

Complaint. If your concern has not been satisfactorily resolved by our customer service team you may escalate your concern and report a complaint to the Operations Director. You must send your complaint (including all relevant details) in writing by post (to the address above) and mark it for the attention of the Operations Director. We take customer satisfaction seriously and will carefully and thoroughly investigate your complaint and report back to you in writing with the outcome of our investigation within 28 days.

OUR PLANT GUARANTEE
This guarantee is in addition to your legal rights. This guarantee does not affect your legal rights in relation to faulty or misdescribed products.

Plant guarantee. Our guarantee relates only to the sale of plants which we guarantee will be healthy, free from pests and diseases and well-rooted. We will offer a replacement plant (of the same variety or cultivar and similar maturity where possible and where this is not possible an appropriate alternative variety or cultivar of our choice) if your plant fails (that is to say, dies) within 5 years from the date of purchase subject to the following:
(a) Plants are perishable, living products and require appropriate care and maintenance to ensure that they are healthy and will thrive. We do not guarantee that your plant will flower. Once we have delivered a plant you are responsible for its care and maintenance. We provide detailed planting and care instructions with each purchase and additional care information is available on our website. Failure to comply with these instructions will invalidate this guarantee;
(b) Our guarantee does not cover damage or failure arising due to circumstances beyond our control. For example damage arising from your care or lack of care or from diseases or pests not present in the plant at the point of delivery, physical damage to the plant or damage caused by incorrect use of chemicals such as fertilisers, pesticides, herbicides or insecticides or by adverse weather or other environmental factors.
(c) Our guarantee is to provide one replacement plant. We will not accept additional claims.
(d) We may require evidence of date of purchase (such as an order number or sales receipt) and photographs of the plant in your garden before determining whether you have a valid claim under our guarantee.
(e) We may require you return the plant and/or provide a soil sample to determine the cause of any failure. If we do request that you return the plant and/or a soil sample we will arrange a courier to collect the plant/soil sample from you at our cost.
(f) Our determination of a suitable replacement plant and which variety or cultivar to supply is final.
(g) We reserve the right to reject your claim under this guarantee if we consider that the failure is due to circumstances beyond our control or for any other reason in our sole discretion.
(h) Herbaceous perennial plants will appear to die off every winter before re-emerging every spring. You should not therefore do anything which may damage the root-system of the plant during the plant’s dormant period in the winter.
(i) Although we expect our products to be delivered to you in good condition unfortunately, from time to time, plants can become up-turned, foliage can be damaged and soil can become loose during transit. Whilst this is not desirable it is not generally detrimental to the long-term health and viability of the plant and will not give rise to a claim under our guarantee.

Making a claim. To make a claim under our Plant Guarantee please contact our customer service team and let them know about your concerns, they will then advise you on what to do next (for example whether the plant will need to be returned to us and/or whether we will need a soil sample for analysis). We aim to resolve any claim under our Plant Guarantee as quickly as possible, usually within 28 days.

Contact details. Our customer service team can be contacted as follows:
Telephone: +44 (0) 1525 878924 (09:30 to 12:30 Monday to Friday excluding Bank Holidays)
Email: click here
Post: Primrose Hall Peonies, Dingley Dell, Toddington Road, Westoning, Bedfordshire MK45 5AH

© 2020 Herbert White & Sons Limited

version 2020/02.01