Customer Services
Customer Services
Please do not hesitate to contact us should you have any queries about an order. You will find plenty of information on growing and care instructions in our Gardening Tips section. If possible, please email us in the first instance. If you would prefer to telephone we are available during office hours.
Email: admin@plantconnection.co.uk
Tel: 01386 562 995
Guarantee
All plants are checked before dispatch and we ensure they are in good condition, free of disease at the time of delivery and true to type.
If we make any mistake concerning your purchase we will correct the error within 30 days.
This undertaking is in addition to your statutory rights.
Delivery
Orders for items that are available for immediate dispatch are normally sent within 2 or 3 working days.
To ensure you receive your products in the best condition at the appropriate time of year, items may be dispatched at different times. These dispatches may be spread over several weeks, particularly if you have ordered several types of plant. Please refer to each individual item where you will find details of the anticipated delivery period.
We will generally send plants by first class post or on a 48 hour courier service, all other items are sent either by second class post or standard courier service.
If you think you will be on holiday, or not at home when your order is due to be delivered, please give us at least 7 days notice and we will do our best to hold back dispatch of your order until you return. However we cannot guarantee that the products will still be available. Please note that it may not be possible to bring forward or hold back delivery of seasonal items such as young plants as these are available for a fixed and limited period only. In such cases please contact us to provide an alternative delivery address.
Overseas orders
Because of plant passport restrictions and disproportionately high carriage costs we are only able to deliver to customers within mainland UK. Please refer to our Terms & Conditions for our definition of mainland UK.
Receiving your order
Please unpack and check your order immediately upon arrival. This is especially important for orders containing plants as some may suffer if kept in their packaging for any length of time and this could affect their growth.
If you have ordered a number of items for delivery in the same period we may decide to send these to you in several parcels. Each box will be labelled and will include details of the enclosed plants. Please do not worry if you don’t receive your entire order for each delivery period on the same day, however we recommend that you contact us if the remaining packages have not arrived within seven days.
Plants that arrive in trays will be quite happy to remain in them for a few days, provided they are watered and left in a sheltered spot. In spring they should be protected from frost - a greenhouse or cold frame is ideal. Loose packed plants are best potted on or planted out immediately, assuming that the weather conditions are suitable. Care instructions are available to print on the website, but if you are still unsure what to do, please contact us.
Product returns and replacements
For details of our returns policy please see our Terms
Before returning an item please contact our customer services helpdesk with the following details:
- Your account number and order number
- The goods which need to be returned
- The reason for the return
If you have any questions on the returns procedure or are not entirely satisfied with the service you have received, please contact us giving as many details as possible and we will do our best to solve your problem with the least inconvenience to yourself.
Complaints
We hope it never occurs, but should you have a reason to make a complaint we promise to handle this fairly and effectively.
We aim to respond to any complaint via telephone, post, or email within two working days.