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Due to the vagaries of the British transport network, delivery can be one of the more challenging areas of our operation. However we have found over the years that good communication between the customer representative and ourselves is the key to a smooth delivery. We have drawn up our own code of practice and offer this below as guidance.
Despatch Notification
If you have provided only a provisional date by which you wish the order to be with you we will contact you approximately two weeks before to tell you that we are preparing your order for the provisional date. We will ask you to confirm that this is acceptable.
If we do not hear from you or the order is to be put on hold we shall place the order onto “Reserve” – this means that the stock will still be allocated to your order but we may use elements of it to meet other customer requirements in the event that certain lines are in short supply.
Delivery
If your order is to be delivered via a national carrier (normally less than 1500 plants) we will despatch it on a next day service. This means that, for the majority of the UK, the delivery will be made between 8am and 5.30pm on the day after we despatch. Unfortunately we are not in direct contact with carrier drivers and we are unable to provide a guaranteed time window for such deliveries, although usually they are delivered in the morning. For more remote areas, including parts of the Highlands and Islands deliveries may take 3-5 days; where this is the case we endeavour to despatch early in the week to avoid plants being held in transit over the weekend.
Where customers require a timed delivery this can normally be arranged at an additional cost. On your instruction we can ask our carriers to leave the cartons without a signature for receipt.
If your order is to be delivered by our own transport we are in direct contact with drivers and will endeavour to give you a time window on a specific day. However due to present day traffic levels we cannot always guarantee to meet these deadlines. Where plants arrive on our own truck they will probably be on metal racks. Depending upon the quantity involved we may advise off-loading by fork-lift. Where possible we will provide a fork-lift facility, however we can not guarantee this at all times. We are unable to leave the metal racks on site and these must return to the nursery on the truck.
Wherever possible we would urge customers to have someone on site to take receipt of plants in order that there are no problems with the delivery. Where no-one is on site we will use our own discretion as to whether or not to leave plants unattended. However, we cannot accept responsibility for plants we do leave on site and we reserve the right to make a surcharge if we have to return plants to the nursery.
For full details of the various packaging systems we adopt please see our Handbook.
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