Delivery Questions & Answers

Our Guide To Your Most Frequently Asked Delivery Questions

Delivery Questions & Answers

How much is delivery?

Please see our Shipping and Dispatch page.

Do you deliver to my address?

Most likely, yes!

For more information, please see our Shipping and Dispatch page.

In short:

We’re based in Worcester, UK, and we can deliver to all of UK Mainland, Highlands, Islands, Ireland, and Europe. We can deliver books all over the world.

There is a small surcharge for Highlands and Islands which we pass on from our Courier at cost (sorry…). Please select this option in the Checkout.

Europe:

We have to arrange individual shipping quotes for Europe and Ireland as our trees come in such as wide variety of sizes. Please, contact us.

Shipping trees to Europe will require an additional Phytosanitary certificate. We will arrange this.

Outside of Europe:

If you live in a country with strict Phytosanitary laws (e.g. USA, Australia) we might not be able to deliver plants or plant-parts without additional certificates/inspections, or, we might not be able to deliver at all. However, it’s always worth getting in touch!

Can I collect my order from the nursery?

Yes. Please do not arrive without an appointment.

Pre-paid orders can be collected at an arranged appointment time.

It may take up to 5 days to pick your order ready for collection.

Orders are collected from our office/carpark.

Unfortunately we cannot have members of the public look around the nursery.

The checkout says you can’t deliver to my country?

Sorry about this; that is because we prefer to calculate shipping outside of the UK Mainland on an individual basis. We can’t change the wording of the unhelpful message at the checkout!

Please, contact us and one of our team will help you.

Please include the products and sizes you were interested in, and the delivery address

We deliver all over the UK and Europe, and have sent books as far as Australia!

How long will it take to receive my order?

Currently we anticipate orders will be dispatched within 14 days (2 weeks) from the date of order, but we aim to fulfill your order sooner than this.

We use a fast delivery service, so your trees should only be in transit for 24-48 hours (UK) or up to 7 days (Europe).

You will receive an email when your tree has been collected by the courier.

We dispatch everything in the date-order unless otherwise arranged.

Bank holidays may cause a slight delay.

We dispatch products once a week, at the beginning of the week, so that the couriers have enough time to deliver.

Our couriers do not usually deliver over weekends.

You can leave a note at the Checkout to request the parcel is left in a ‘safe place’.

I don’t think I will be home when my tree is delivered

You can leave a note at the Checkout to request the parcel is left in a ‘safe place’.

You will receive an email once the tree is with the courier.

We dispatch products once a week, at the beginning of the week, so that the couriers have enough time to deliver.

Our couriers do not usually deliver over weekends.

If you are not home when the tree is delivered:

Please ensure trees are unpacked on the day of delivery (or within 24 hours if not safe to do so), by yourself or a suitable recipient, watered properly and checked over.

If you can’t find a parcel that has been marked as delivered, please check anywhere that a delivery driver may have left a parcel for safe keeping.

If you are going away for a prolonged period of time e.g. planning to go on holiday; please let us know as soon as possible. We cannot change delivery dates once the parcel has left our nursery. If we do not hear from you, we will think you are ready to receive your items.

I think my delivery has been delayed or gone missing.

Firstly, we apologise for the delay in your order as this is not the type of service we would like you to have experienced.

We are working closely with couriers to monitor their workload as we’re trying to ensure a speedy delivery, but their situation can change very quickly.

Orders that have been dispatched:

Once you have received an email to say your goods have been dispatched, please allow 5 working days in the current economic climate for your goods to arrive.

If your order has not arrived after 5 working days:

please get in touch with an email titled “urgent”

Delayed trees:

Please rest assured that trees delayed in transit are usually fine; they are in their boxes for 7 days when we ship to mainland Europe without problems.

Please ensure trees are carefully unpacked on the day of delivery and given a good drink of water.

To do this; stand the tree in a bucket/tub/old bin filled with enough water to fully submerge the pot in water for 10 minutes. After 10 minutes soaking, remove by handling the pot only, NOT the stem or branches, and stand somewhere stable to allow the roots to drain.

Where is my order?

Updated May 2021: We’re working to approximately a 20 working day turn around at the moment (4 weeks) although we are doing our best to fulfil orders sooner.

To see the date your order was placed, please go to you email inbox and see our email titled “Thanks for shopping with us”. If you can’t see this email, please check your ‘junk’ folder, or alternative email addresses that you may have used.

Your order should be dispatched within 10 working days from the date it was placed.

Please allow a further 5 days for it to arrive, but it should be within 48 hours.

It will be fine in it’s box for 5 days.

If you are concerned, please see the section on this page called “What do I do when my tree arrives?”

The delay in your order being dispatched may be for one of two reasons:

1) We have bespoke cardboard boxes made to order on a weekly basis. Our box manufacturer is also having to take breaks in their usual production run to make urgent medical supply packaging, so our orders are (understandably) delayed. This has the knock on effect of meaning we occasionally don’t have the correct size box to dispatch a particular tree of a particular height and diameter. This can usually be corrected in about 1-2 weeks.

2) Our couriers handle particularly large parcels (i.e. it’s not your average DPD or Royal Mail parcel) – we don’t ship your trees with just anyone! We’re speaking regularly with our couriers to see if they are suitably handling their workload, as we do not want to ship trees that will end up sitting in a warehouse somewhere. If the courier thinks they have a backlog of shipments to clear, we do not send the tree. This is following a rather painful incident where a handful of our trees sat waiting in a warehouse for several weeks, and subsequently arrived dead – this has only happed once! So now, we keep the trees on irrigation, unpackaged, in our nursery and wait until it is thought to be safe to send them.

We hope you appreciate that we take these measures in your best interest, as they help to ensure the long-term health of your tree. We know that our customers love their trees and plant them to enjoy them for life, so we want to help ensure your tree arrives in the best condition possible.

Got a query? call us on 01905 888 098

Click and Collect and get 20% off website tree prices

FREE UK Mainland delivery for All Tree Orders
(excluding 50 litre pot size and above or trees taller than 3.00m, or Highlands and Islands - contact us
for a quote)

Got a query? call us on 01905 888 098

FREE uk mainland delivery for all tree orders

(Excluding 50 litre pots and above or trees over 3.50m tall (inc the pot),

unless specifically advertised on the product page and
Highlands and Islands- Contact us for a quote)

Click and Collect and get 20% off website tree prices

We are RHS Master Grower 2024

Delivery Questions & Answers

Our Guide To Your Most Frequently Asked Delivery Questions