Delivery and Returns
1. Where Do We Deliver To?
International delivery is available. The following exclusions may apply:
· Live items from the Delicatessen and Garden Shop (including seeds and bulbs).
· Select unique items from the Shop.
The price of delivery for bulky, fragile and unusual items that require special handling, will be quote-based. We will get back to you with a quote within 48 hours.
All prices include VAT for both UK and EU customers.
2. Delivery Options
Standard UK Delivery – We aim to deliver your item within 5 working days.
Standard EU Delivery – We aim to deliver within 6 working days.
International Delivery – Please allow 7-10 working days.
Longer delivery time during understandably busy periods, such as Christmas, may occur.
We hand deliver our flowers on a same-day/next day basis and therefore only currently cover the London area (within the M25).
Orders placed before 3pm will be delivered on the same day before 8pm. Orders delivered after 3pm will be delivered between 10am and 6pm the next day. More specific delivery times are available. To make arrangements please email or call The Florist.
4. Part Orders
Sometimes it may be necessary to split your order into multiple deliveries. Please check the delivery note included in your parcel for details of any outstanding items. If an item is missing, please contact us as soon as possible. Postage and packaging charges will only be applied once per order, unless a bulky, fragile and unusual item that requires special handling is included in the order. In which case, we will contact you with a quote for delivery.
5. International Shipping
Delivery of products outside the UK Mainland may be liable for additional duty and custom charges. Domestic sales taxes may be added on receipt of delivery. Additional charges for customs clearance must be accepted by the recipient. Petersham Nurseries has no control over these charges and they are a reflection of the customs and policies held by the final destination country. Policies for customs vary from country to country; please contact the necessary local customs office for further information prior to ordering. In the event that an item requires returning, Petersham Nurseries will be unable to refund import duty and local sales taxes.
6. Important Delivery Information
Charges for delivery are calculated based on the weight of the goods ordered. Delivery charges will be shown at the checkout prior to you committing to the order. Please note that the price of delivery for bulky, fragile and unusual items that require special handling will be quote-based. We will get back to you with a quote within 48 hours.
We will deliver the goods to the address you specify for delivery on your order. Please make sure this address is accurate and that care is taken to select the appropriate address for shipping and billing. Liability cannot be accepted for loss or damage to the goods once they have been delivered in accordance with your delivery instructions.
Although all endeavours are made to deliver within the quoted time frame, this cannot be guaranteed. Should delivery be delayed due to circumstances beyond reasonable control, contact will be made to advise that the delivery date has changed.
If you have any questions about your order, please email email@example.com.
7. Delivery Access
Responsibility for ensuring that items ordered can be delivered to the delivery address remains with the customer. Safe and reasonable access from the public highway to the place of delivery must be available. Parking permits should be arranged by the customer in advance of delivery.
Delivery charge does not include any costs resulting from the removal of fixtures, including windows and doorways, or specialist lifting equipment.
Should access be considered unsafe, delivery will not be possible until safe access is provided. Please note, if orders cannot be delivered due to access restrictions, the customer may be liable for costs associated with the delivery of that order.
Should there be any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise that a request for an access inspection is made prior to purchase.
8. Returns, Refunds and Exchanges
On the occasional event that a customer is not fully happy with an order due to an item not being as expected or faulty; a return and refund can be made. Please examine item/s and inform us of any problems within three days from delivery. Returns must be processed within 14 days of receiving your order. Please note that for items purchased as gifts, refunds can only be given to the original purchaser.
The procedure for returning an item to us depends on the circumstances. Please read the details carefully below, or contact us if you are unsure. Please note that some unique items are non-refundable.
Refunds are available on the following basis:
1. Non-Faulty Items
Where customers have validly returned a product under the circumstances described above, and the item is not faulty, we will refund the full price of the product. You will be responsible for returning the product to us at your own cost.
2. Faulty Items
If you have returned a defective product to us we will exchange the product or refund the full amount inclusive of delivery and reimburse you for any reasonable cost incurred for returning the item. Proof and receipt of purchase must be obtained and sent to us.
3. Any Other Circumstances
If returning a product under any other circumstances, this includes rejecting a defective product more than a reasonable time after receipt, any refund will be made at our discretion. If we do agree to provide a refund, we will not refund the cost of delivery to you and we will not reimburse the cost incurred by you in returning the product.
9. Returns Address
Post the product to the below address with a completed returns form (enclosed in your parcel) to:
Returns Department, Petersham Nurseries, Unit 3, Hanworth Trade Park, Hanworth Trading Estate, Hampton Road West, Feltham, TW13 6DH
Bring the product into Petersham Nurseries Richmond or Covent Garden along with a completed returns form.
Once the returned item has been verified we will hand the items over to our returns department to process the refund. Please allow up to 10 working days for monies being refunded to show up on your bank statement. You will be notified by email informing you that your item(s) have been received safely and that we are processing your refund.
Please note that some unique items are non-refundable.
10. Important Returns Information
Petersham Nurseries will not accept returns for items returned outside of the 14 days return period, or items that have been used/damaged or where the original packaging has been removed (unless the item is faulty). Our decision will always be final with regard to the condition of the items if we have reasonable grounds to believe they have been used.
We regret that we are only able to refund postage charges if you have been sent incorrect, faulty or damaged goods. In all other cases, the recipient will be responsible for the cost of returning any items.
Petersham Nurseries is not responsible for any returns lost or damaged in the post, buyers are advised to use a signed delivery service when returning goods. Considerations should be taken as returning goods may take up to 7 working days to arrive with us, unless sent via special delivery, so please ensure you allow enough time for any return.
Petersham Nurseries thoroughly check all items for any defects before dispatch, but as an extra precaution we advise that customers check goods on receipt and before removing any packaging. Once the product is fully unpackaged/ used, we will not accept any returns unless the item is faulty.
Please note that the item remains in the customer’s responsibility until it reaches the return address. It is recommended that for your own protections you send the parcel using a delivery service that insures the full value of the goods and that a certificate is obtained. Please ensure all items are in a resalable condition and in the original packaging.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. For orders outside the EU, customs duties and sales taxes incurred by the purchaser are non-refundable.
11. Live Items from Delicatessen and Garden Shop
Petersham Nurseries will not accept returns for live products purchased from the Delicatessen and Garden Shop unless faulty. This includes the return of seedlings and bulbs. The 14-day return period applies for any damaged or faulty items.