When you’re purchasing online from us, you have to make sure you understand the fine print. Instead of a boring long list of do’s and don’ts, we’ve translated it into plain English and highlighted the essential bits.
Product descriptions and photos
In a nutshell: We take all the necessary care to ensure that all the descriptions, measurements, colours and prices are correct, but…
… due to technical limitations, colours may vary. Also, because nature does not wait on us, some plants might have variations in shape or size.
As far as possible, we try to take pictures of the actual specimens in our nursery, but where these are not available due to technical difficulties in taking a picture, we can send on request a picture of the actual specimen.
Due to seasonality, some plants have their photos showing flowers or leaves. However, if you order outside of their season, the plants you'll receive might not have flowers or leaves (deciduous plants).
Whenever we discover a product page that contains inaccurate information, we’ll do our best to correct this in a timely manner. If you find a product that has errors, don’t hesitate to send us an email.
In a nutshell: The prices displayed on the website are the final prices and include all taxes, but exclude the delivery fee.
We reserve the right to change them if the situation requires, but we will not change the prices on an already placed (and paid for) order.
We might however, at our discretion, choose not to fulfil an order that contains major pricing errors.
In a nutshell: Once you have placed an order via the web, it means that you have read the description of the product, understood the condition of the plants, and that you agree with the prices listed and delivery charges.
Once your payment is confirmed, you’ll receive an automated email (from a tiny robot inside our website, so don’t reply to it!). The notification does not mean that the order was acknowledged by a human, though. If, for any reason, there are problems that prevent us from fulfilling your order, we’ll give you a call as soon as possible to find a way to fix all issues.
Please note that fulfilling your order is subject to availability. This means that even though the chosen plant appears as being “in stock”, and you ordered it, for some mysterious reasons, in the time it takes for the order to pass from the website to our internal systems, the chosen plant might get sold at the nursery till, or one of our colleagues decides that the plants are not yet ready to go out.
We will offer you substitution suggestions if your chosen plant is not available. Our colleagues will try to offer you the most appropriate substitute. The choice is yours in the end: you can accept the alternative (and settle any differences in price) or you can cancel the order or just part of it.
Cancelling an order
In a nutshell: It’s alright to change your mind! If for any reason you want to cancel your order, you can do this at any point before the products leave our nursery.
Once you’ve received the notification that your order was dispatched, there it goes! We cannot stop it anymore.
If you cancel your order we’ll give you your money back! If you cancel your order before it gets dispatched, the money will be refunded to you within 10 business days. There is a special section below regarding Refunds.
If your order was dispatched already, or you have received it and decide to return it, it might be best to read the Returns section of this T&C.
Non-acceptance of an order
There are times, when we can’t fulfil your order. This can happen for various reasons:
- The product is not available for sale (though it may show as in stock!) and you couldn’t agree with our colleague on alternatives
- Your payment is not cleared by the payment processor (SagePay or PayPal)
- Restrictions of delivery for certain plants (i.e. due to their fragility), unless you assume responsibility for any damage incurred during transport
- Restrictions of size, unless you accept to pay for a special delivery arranged
- Geographical restrictions for delivery, unless you accept and pay the surcharge (however, this does not apply to export from UK, which is completely restricted)
If your order is rejected automatically by our system (maybe a system error or one of the restrictions in place), please call us and we’ll try to find a way to sort it out.