Frequently Asked Questions

FAQ's

Please see below for answers to some frequently asked questions, if you are still unsure please contact us or telephone 01525 878924 and leave us a message and we will be happy to assist you.

If your question is not covered by the below in the first instance please refer to our delivery and returns policy, if you are still unsure please contact us on 01525 878924.

Dispatch and Delivery

Most orders are dispatched within 28 days from order confirmation.
In exceptional circumstances orders may over run although every effort will be made to complete your order as quickly as possible. Please allow up to 28 days for delivery. You can track your delivery online or email us for an update. Please note: back-ordered items are only available during set periods across the year.
Plant orders are either dispatched by our chosen courier or by our own in house fleet.
Currently we do not offer timed deliveries. If you have placed your order online you will receive an email upon dispatch confirming the day of your delivery. Orders are delivered between 9am – 4.30pm.
Our couriers are instructed not to card or return your order to the depot, but instead to leave the items in a safe location on your property. Deliveries will require a signature.
For full details on our delivery charges please visit the delivery policy section of this website.
We aim to deliver your order within 28 days of processing the order, however most of our deliveries arrive within 10 working days. Unfortunately we cannot guarantee specific delivery dates.
Pre-order items such as bulbs, trees and hedging are only available at certain times of the year. Therefore, whilst we give customers the option of pre-ordering these items we are only able to dispatch these items when they become available. When ordering a pre-order item the expected dispatch date will show on the product page. Any unavailable items will follow as a back order as as soon as they become available these items will be dispatched to you at no extra cost. Please note if items are unavailable you will be notified on your delivery note.

Back-order means that the plants are growing in the nursery but are not ready to be sent out yet. We will send the plants out as soon as they are ready. Usually plants on back-order are sent out in either April or May (depending on the weather and how quickly the plants have grown) unless stated otherwise.

click here for more information contained on our Delivery & Returns Policy

Returns and Refunds

Please advise us of your error by email within 7 days of delivery and return your order to us in saleable condition. For our full returns conditions please visit the returns policy section of this website.
Once your items have been returned to our production nursery in salable condition we will process your refund within 7 working days.
If you are unsure about your delivery please email us immediately. We will ask you to send a photograph to customerservice@primrosehallnursery.co.uk of the item so that there is no doubt of it’s condition. Please bear in mind that plants do look different depending on the time of year.

Ordering

If you would like to add extra items to your recent order please call us on 01525 878924 or email us as soon as possible. Our sales team will be able to track the progress of your order and as long as it hasn’t left our dispatch department we will be more than happy to take your additional order over the phone. This may delay your original delivery deadline slightly but we will ensure you receive your order as soon as possible. Please note that in peak season or busy times we may be unable to process amendments to your order.
Please make sure you click the ‘Apply’ button once you have entered your discount code on the checkout page. If your discount code doesn’t work, the offer may have ended or it may not apply to items in your basket. Please email our customer services department at or telephone 01525 878924 (9am-12.30pm Mon-Fri) if you need further assistance.
Should you encounter any problems processing your payment online please call 01525 878924 (9am-12.30pm Mon-Fri) our customer service team will be happy to process your order over the phone.

Gift Vouchers

Shop on our website as normal and when you got to view your basket and checkout you will be able to add your unique gift voucher or coupon code in the box required this will then remove your gift voucher amount and adjust your total due.
All our gift vouchers are valid 12 months after purchase. Your gift voucher will have a visible expiry date so you are able to make a note of the date.

Miscellaneous

Open the box as soon as your parcel arrives, peonies and indeed all plants need light to survive, take your peony plant out and unwrap from all packaging. Give your peony a little drink of water. It is best to plant your peony in the ground or your chosen container as soon as possible once arrived. Please note all plants left in the box after delivery cannot be returned or replaced.