Delivery and returns

We pack all our plants and other products very carefully, using specially designed packagaing. 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!Boxes ASB Primrose Hall NurseryPacking plants ASB Primrose Hall NurseryFoxglove packed in a box ASB Primrose Hall Nursery

Delivery

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 7 days from the next working day. Pre-orders will be dispatched as indicated on the product page.

Delivery surcharge by postcode

Small parcels (e.g. several small pots, or up to one or two 3L pots) are sent by Royal Mail and there is no surcharge, wherever you are. Larger parcels have to go 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. IF YOU LIVE IN ONE OF THE FOLLOWING POSTCODES, PLEASE CONTACT US BEFORE ORDERING SO WE CAN DETERMINE WHETHER A SURCHARGE NEEDS TO BE PAID AND TO INVOICE YOU FOR IT IF SO. Then we can dispatch your plants. We apologise for any inconvenience this may cause. Thank you.

Remote Scottish Mainland +£8.00
AB37, AB38, AB41-AB56, FK19-FK21, IV1-IV40, IV63, KW1-KW14, PA21-PA40, PH15-PH41, PH49-PH50)
Scottish Borders +£3.00
DG, TD postcodes
Highlands & Islands, Northern Ireland & Isle of Man +£30.00
HS, IV41-IV51, IV55-IV56, KA27-KA28, KW15-KW17, PA20, PA41-PA78, PH42-PH44, ZE
BT1-BT17, BT18-BT94
IM
Channel Islands +£40.00, except Herm & Sark +£50.00
Isle of Wight +£24.00
PO30-PO41
You will only pay one delivery surcharge per dispatch, even if you have more than one item.

We dispatch on Mondays 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 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 customerservice@primrosehall.co.uk or call us on 01525 878924.

Returns

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.

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 customerservice@primrosehall.co.uk with a photo showing what the plant looked like when it arrived.

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 28 days of delivery provided you have notified us within 7 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. 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 7 days by email customerservice@primrosehall.co.uk. 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.

Cancellations

If you change your mind after placing your order then email us immediately at customerservice@primrosehall.co.uk 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.

Complaints

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 customerservice@primrosehall.co.uk. 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.