The Nunhead Gardener
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Delivery / Returns

 


 
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Delivery & Returns

Policy Documents

 

 

Delivery & Returns Policy

Delivery

  • Purchases may be delivered to any UK mainland address with the exception of the Scottish Highlands and Islands, the Isles of Scilly, Northern Ireland and the Isle of Wight for £4.99.

  • For deliveries to Scottish Highlands and Islands, the Isles of Scilly, Northern Ireland and the Isle of Wight.  Please telephone our Customer Services Team on 020 7635 3443 to arrange a bespoke quote for delivery. 

  •  We deliver gift cards to UK postcodes for a standard charge of £1.50.

 

Standard Delivery

  • Orders placed after 1pm will usually be despatched the following working day. Therefore, orders placed on a Friday afternoon will be despatched on Monday. 

  • Once despatched, orders should be received within 5 working days.

  • Orders for delivery to offshore islands and parts of the Highlands can take a day or two more. Please contact us for further details.

  • We aim to deliver to UK mainland addresses from Monday to Friday between 8am and 6pm unless otherwise stated.

  • Depending on the parcel carrier we use, you will receive either an email or text the evening before the first delivery is attempted, and again on the day of delivery with an anticipated time slot; an finally an email on the day of delivery to confirm you will get a delivery that day.

 

Courier Delivery Instructions

  • You can add delivery instructions for the courier in the shopping cart. These instructions are printed on the address label for our couriers to follow (excludes Royal Mail deliveries). 

  • A signature will be required to confirm receipt of courier deliveries unless you authorise the parcels to be left in a safe place. 

  • If you request your items to be left unattended, this is at your own risk and we are unable to reimburse you for any lost or weather damaged items. 

International delivery

  • We do not offer a delivery service to addresses outside the UK.

For any further details please contact us.


Returns & Refunds

At The Nunhead Gardener we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage on their journey to you.

If you do have a problem, rest assured that we are here to help, we understand that everybody wants to be treated fairly and reasonably.

You can get in touch with us via email at enquiries@thenunheadgardener.com or use the Contact Us form on the website.

Returns Address

If you need to return an item to us, please use the following returns address:

The Nunhead Gardener
1A Oakdale Road
London
United Kingdom

SE15 3BW

The process for returns and refunds varies depending on the items you have ordered.

Returning Plants (Perishable Items)

  • In the rare event you receive plants that are in bad condition or have been damaged in transit and will not be able to recover, you should let us know immediately and take photographs, so that we understand the condition at the time the plants arrived, before you may have re-potted them.

  • We do require you to contact us beforehand to agree the return and we reserve the right to ask you to send digital photographs to understand any issues.

  • We do ask for your understanding that plant sizes are approximate. It is inevitable that slight variations in size, shape and colour will occur between different specimens and whilst we make every effort to ensure that all plants supplied are at least the minimum of the size range we indicate, very infrequently plants may be slightly under or over the size selected.

  • Please note: plant heights are approximate and include the height of the grow pot.

  • Equally, whilst we have developed processes to carefully pack our plants to avoid damage, the loss of the odd leaf in transit on a healthy plant should not generally be a cause for concern.

  • However, if you are unhappy with your plants, you can return them within 7 days from the day of delivery for a refund or replacement. We can assist you with the return and instructions for care and repacking.

  • Where plants have become damaged in transit to you and will not recover, or you have received incorrect plants, returns are free of charge.

  • If you have changed your mind, you can return your plants to us within 7 days at your cost. We will refund the cost of the plants in full, provided that they are in no worse condition on return to us than at the time of dispatch to you. Unfortunately, we are not able to refund the cost of delivery in this situation. Please note: the legal right to cancel orders because you have changed your mind does not apply to perishable goods such plants.

Returning Other Non-Perishable Items

If you change your mind:

  • If you want to return a product because you have changed your mind, please use the contact us form within 14 days of receiving your items to let us know. Please note: the legal right to cancel orders because you have changed your mind does not apply to items shown as made to order on the product page.

  • You will then have a further 14 days to return your items to us, unused and in a resalable condition with the original packaging and all the tags, labels and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.

  • Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. 

  • Once we have received your return we will process your refund payment within 5 working days. If you return your entire order, we will also refund the basic cost of the delivery, based on the least expensive delivery option available at the time of ordering. Return costs are your responsibility and we advise that you return any goods using registered post in order to ensure their safe return with proof of posting.

Faulty, Damaged and Incorrect Goods:

  • If your items are faulty, damaged or we sent you something incorrectly, we will pay for the cost of the return using our own carrier or based on receipts you have provided. Please contact us within 14 days informing us of the problem. You can return the item within 28 working days for a replacement or refund. Once we have received your return we will process your refund payment within 5 working days.

  • Please note: many of our pots our handmade, so slight variations occur in colour, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault.

Cancellations

  • To cancel an order, please e-mail enquiries@thenunheadgardener.com with details of the order you are cancelling or use the contact us form on the website.  

Exchanges

  • To exchange a product you’ve bought from us, simply return it for a refund, then place a new order for the item you want.

Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.