FAQ

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

Dispatch and Delivery

When will my order arrive?

Most orders are dispatched within 7 days from order confirmation.
My order has not arrived and it has been more than 10 days

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 21 days for delivery. You can track your delivery online or email us at customerservice@primrosehall.co.uk for an update. Please note: pre-ordered items such as bulbs, bare root trees, bare root hedging and roses are only available during set periods across the year.
Who will be delivering my order?

Plant orders are either dispatched by our chosen courier or by our own in house fleet.
What time can I expect my delivery?

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.
What happens if I am not in for my delivery?

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.
How much is delivery?

For full details on our delivery charges please visit the delivery policy section of this website. 
Can my order be delivered on a specific date?

We aim to deliver your order within 21 days of processing the order, however most of our deliveries arrive within 10 working days. Unfortunately we cannot guarantee specific delivery dates. 
I haven't received all the items in my order

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.

Returns and Refunds

I have ordered the wrong plant, how do I return it?

Please advise us of your error by email within 7 days of delivery and return your order to us in salable condition. For our full returns conditions please visit the returns policy section of this website.
How long will my refund take?

Once your items have been returned to our production nursery in salable condition we will process your refund within 7 working days. 
My plant is not what I was expecting, what do I do?

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

Can I add more items to my recent order?
If you would like to add extra items to your recent order please call us on 01525 878924 or email us at orders@primrosehall.co.uk 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.
My discount code is not working

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 customerservice@primrosehall.co.uk or telephone 01525 878924 (9am-4.30pm Mon-Fri) if you need further assistance. 
I am having difficulties completing my order/processing payment

Should you encounter any problems processing your payment online please call 01525 878924 (9am-4.30pm Mon-Fri) our customer service team will be happy to process your order over the phone.

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