Delivery & Returns Policy
Click and collect for Online orders
Some products are eligible for click and collect. Where available this will appear as an option on your shopping trug (basket) page. Delivery charges do not apply to click and collect.
Click and collect items can take up to 2 working days to prepare. A member of our customer care team will contact you by email when it is ready to pick up.
All click and collect items can be picked up from Nicholsons, The Park, North Aston, Bicester, Oxfordshire OX25 6HL.
Please bring with you your order number and the credit card you used to pay for your order.
If you require delivery we will endeavour to do this in the best and easiest way.
Please ensure your delivery address and contact details are correct so we can contact you. It is important to help us with the final delivery details, as the last 100m are often the trickiest – we will email you a form to complete.
We will be in touch by email to confirm delivery dates and times, as well as to keep in touch should there be any issues.
A signature is required for all of our deliveries. Please check your delivery to ensure all goods have been delivered and that they are all in good condition without any damage. Please note any issues on the delivery note. We do not accept liability or damage to the goods once they have been delivered. We are not responsible for delayed deliveries due to transport strikes and incidents, flood, drought, civil commotion or legislation.
Delivery of lighter items
Where possible lighter items will be delivered by mail or a courier. We will use the most appropriate service and their normal conditions apply. Lightweight items are charged at £5.00.
We will try to despatch as soon as we can, and delivery usually takes between 2-5 working days although remote areas may take longer. We will contact you if there is likely to be a delay on your order.
Some bespoke items may take longer to deliver, and this will be reflected in the delivery details for that product page.
Delivery of heavier items
Heavier items are charged depending on your location.
Our heavier items are transported in vans and lorries, this may be by our own transport or outsourced. Our own drivers understand the products and plants we deliver and will do their utmost to help and will deliver the items to a sensible location. Many of our outsourced deliveries will be a kerbside delivery only. Depending on the nature of the order you may be contacted to prior by our couriers to arrange a delivery day and sign for the delivery.
We will email you to let you know the method of delivery and how this might affect you, and will liaise with you to ensure the process is as smooth as possible
If you have any concerns at all about our delivery drivers/couriers delivering to your property, please email firstname.lastname@example.org
Some of our items such as our greenhouses may require installation. If this is the case we will indicate this in the delivery information for each product.
Returns and Replacements
We have made our returns and replacement as simple as possible. We have a 28 day refund/replacement policy, but the item must be in an unused condition.
If you bought something from us and collected it and wish to return it or replace it then please bring it back, and we will sort the refund or exchange.
For items that have been delivered, these can also be returned or exchanged. Please email us at email@example.com with your completed returns form. Either please arrange for them to be brought in or delivered back, or we can arrange for them to be collected but there will be a £40 collection fee. Once we receive your return we will email you to let you know what we have sorted and any refund should be in your account within 7-10 days.
We are afraid that bespoke items cannot be refunded or exchanged.
Our drivers and couriers take the greatest care during transport. However, if a product comes to you damaged in transit, or in poor condition, please contact our customer care team on firstname.lastname@example.org
Damaged goods /plants must be notified by telephone/email within 48 hours.
If, per chance, we have sent you the wrong goods/plants please contact us within 48 hours of receipt of your order and we will arrange to pick up your order. We will then credit your account with the correct amount or arrange to send out a replacement.
If we have agreed to deliver at a particular time with you and you are not available we will contact you to arrange an alternative day/time but note that additional delivery charges may apply.
Cancelling your “Online” order
Under distance selling regulations you have the right to cancel your online order within 14 working days of receiving your order. To cancel an online order please contact us on email@example.com quoting your order reference number.
Please also note that:
- Until we receive the goods back they are your responsibility, do not use them and return in their original packaging.
- We will refund the purchase price once we have received the goods in an undamaged state.
- We reserve the right to withhold some of the refund value if the goods come back to us in a damaged state.
- We do not refund the cost to send products back to us.
This policy does not affect your statutory rights. For our full terms and conditions please click here.