We pack all our plants and other products very carefully, using specially designed packaging. When plants are too big for the largest available plastic pack, we tie them to canes and pad the plants if appropriate. Then we shake them to make sure nothing moves too much! Don’t worry if there is a little compost in the bottom of the box when you open it.
Back orders placed will usually be delivered in late March – mid May. Please note all orders placed for items that are out of stock or on back order from May onwards will be delivered the following Spring (late March – mid May). Any queries do not hesitate to contact us!
Delivery is charged at a flat rate of £7.95 for most of mainland UK
Please note: Larger items, such as trees may incur an extra delivery charge.
Some items are offered at a delivered price. Delivery is included for these items, but any other items in an order may be eligible for a delivery charge to be added at the rates above.
We aim to deliver all orders within 28 days from the next working day. Pre-orders/back-orders will be dispatched as indicated on the product page (see above).
Delivery surcharge by postcode.
To ensure the safe travels of your peonies we ship our parcels by courier. Unfortunately our courier charges extra for more remote mainland addresses and for crossing water! We have to pass on these charges to you, and they are as follows.
|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|
|Isle of Wight||PO35-41||£25|
|Isle of Man||IM1-9, IM86-87, IM99||£25|
|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.
We dispatch on Tuesdays and Thursdays, to ensure your plants don’t spend too long in the dark.
Deliveries to mainland UK addresses usually arrive the day after we dispatch between 9am and 4pm. Courier deliveries usually arrive in the afternoon, but this cannot be guaranteed. Guaranteed morning courier deliveries are available at extra cost – please ask for details.
If you have a preferred delivery date, please contact us in good time to discuss this. We will always try to facilitate deliveries on a specific day, but this is not always possible and may incur an additional delivery charge.
Our courier is instructed to leave your delivery in a safe place or with a neighbour if you are unable to receive it.
No deliveries will be made on Bank or National Holidays.
If you have any questions please email us at email@example.com or call us on 01525 878924.
The plants and sundry products sold by Primrose Hall Nursery 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.
Plants are PERISHABLE PRODUCTS and must be cared for carefully. We send a full, detailed care guide with all of our plants and we recommend that you take them time to read this and follow our care instructions. Please note that orders should be opened immediately if appropriate, watered. Under no circumstances should plants be left in the box unnecessarily either on your doorstep or at the courier’s depot. Our delivery company should notify you of an intended delivery slot and if for any reason the item is returned to the depot we cannot be liable for claims where the item is not collected within 24 hours.
Please bear in mind that plants look different depending on what time of year it is. If you choose a deciduous shrub in the winter, remember it’s going to turn up looking bare. It doesn’t mean there’s anything wrong with it, just that it should look like that at this time of year. 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.
Perennial plants won’t even show above the soil level in a pot during the winter, but the roots will be strong (we’ve checked) and the plant will start growing again in spring.
If you receive a plant that doesn’t look right even considering the time of year, please email us at immediately at firstname.lastname@example.org with a photo showing what the plant looked like when it arrived.
Our peony plants are guaranteed for 5 years from the date of purchase ONLY where the purchase has been registered on our website and all details are completed. The guarantee is only valid where, in our view, the plant has been properly cared for, planted immediately and subsequently fails to grow. We cannot be responsible for adverse weather conditions or for circumstances beyond our control. Our guarantee provides for a replacement plant only.
If after discussing it with us you are dissatisfied for any reason with the Goods you can return them to us (at your cost) within 7 days of delivery provided you have notified us within 3 days of receipt and we will offer you replacement Goods or a full refund of the price paid for the Goods (excluding delivery). We recommend that you photograph the Goods/plant and attach the photograph to your email notification.
You are responsible for looking after the Goods/plants until we receive them – plants are perishable products! For your protection and peace of mind we recommend you use a recorded delivery service to return products/plants to us. Please note that a full refund can only be given where the item is returned in its original condition and packaging. If the item has been used, damaged, uncared for or opened we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
Please note that plants are living things and therefore 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 within 3 days by email email@example.com. Failure to do so may invalidate any claim for a refund. However we are always prepared to give advice for on-going plant care so please do not hesitate to contact us.
If you change your mind after placing your order then email us immediately at firstname.lastname@example.org and we will cancel your order and refund your payment in full provided your order has not yet been shipped.
We regret that after your order has been shipped we cannot cancel your order and you will have to return the Goods in accordance with our returns policy. In order to receive a full refund, we recommend that you advise us of your intention to cancel the contract immediately and that you photograph the Goods on arrival before immediately returning them to us.
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 from time we appreciate that complaints arise and we promise to do everything we can to rectify matters when this happens.
If you have any concerns or wish to make a complaint, the quickest way is to contact us via email at email@example.com. You can of course telephone us on 01525 878924 and leave a message for us to call you back (we’ll probably be out on the nursery when you call, rather than at a desk!). Alternatively you can write to us at Primrose Hall Nursery, Dingley Dell, Toddington Road, Westoning, Bedfordshire MK45 5AH. We aim to please our customers so please let us know if there is anything we can do to improve our service.