Delivery and Refunds
Delivery
Standard Delivery: Our team takes special care with every order, arranging delivery to ensure your plants arrive in perfect condition. Orders over £500 qualify for free delivery nationwide, where will will contact you with 24 hours to arrange your delivery.
White Glove Service
For an added level of service, consider our White Glove Service for budgets over £1000 where we have a discussion about your vision, we arrive with up to 60 plants and help position plants in your garden and provide guidance on care and placement.The delivery is part of the service.
Returns & Refunds Policy
We hope you’re thrilled with your purchase from Orchard Nurseries, but if you do need to return an item, we’re here to help. We take pictures of the plants before they leave as part of our quality process.
Returns for Damaged or Unsatisfactory Items
If your order arrives damaged or if you believe the quality doesn’t meet our high standards, please notify us by email within 3 days of receiving the items. In such cases, we offer a 14-day, full-refund guarantee. Photos of any damage are required to help us resolve the issue promptly.
Refund Processing
Once we receive your return, items will be inspected to ensure they meet our conditions. Refunds are processed within 14 days of receipt, and funds will be returned via the original payment method. Please ensure your customer details are included in the return package to avoid delays.
Additional Return Guidelines
For business-to-business transactions, custom orders, or items specifically chosen in person, the above return policy does not apply.
This policy applies to items purchased at a distance (e.g., online or by phone).
Our policy aligns with statutory rights, which remain unaffected.
Additional Delivery Information
Delivery Areas
Delivery is available across mainland UK, excluding certain locations like the Isle of Wight, parts of Aberdeenshire and Northern Ireland. Indeed if you’re in a remote area or need delivery outside the UK mainland or to these area and want to make a large order or engage with our White Glove Service then let’s have a chat – please reach out to discuss options and receive a tailored quote.
Oversized Orders
For orders to areas such as Scotland, Cornwall and Devon, please note that items exceeding 2.2 meters in height may require special handling. Contact us before placing an order if you have specific requirements or need further clarification.
Delivery Timescales and Couriers
While we strive to fulfil all orders within the estimated times 3-5 days however delays can occasionally happen due to unforeseen factors and can sometime take 10-14 days depending on stock and we will be in touch and let you know. Please reach out to us if your delivery is time-sensitive or have an event coming up, and we will do our best to accommodate your schedule.
Customer Support
If you have any questions regarding returns or delivery, our team is here to assist you. Please email us with your order number, and we’ll get back to you as soon as possible.
