Delivery Charges & Coverage
We provide local van deliveries for ONLINE ORDERS to the following postcodes:
SE4, SE5, SE6, SE8, SE11, SE13, SE14, SE15, SE16, SE17, SE22, SE23, SE24, SE26, SW2, SW8, SW9.
Standard product delivery charge of £5.95 with free delivery on orders over £70.
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.
Christmas Trees and Stands Delivery
Christmas trees and stands van delivery service is a flat charge of £9.95.
Order cut off for next day delivery is 12pm.
Delivery can be scheduled for morning or afternoon slots only, there is a limited number of slots per day.
Gift Cards Delivery
Gift Cards to all UK postcodes for a standard charge of £1.50.
Specific instructions for our delivery driver can be provided at checkout.
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.
DELIVERY FOR IN STORE PURCHASES
Delivery for purchases made in store are made by one of our third party delivery partners.
The cost of this service is calculated in store at the time of purchase and is dependent on both the size of vehicle required and delivery postcode.
Items ordered in store can usually be delivered the same day if booked before 2pm.
RETURNS AND 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 email@example.com or use the Contact Us form on the website.
If you need to return an item to us, please use the following returns address:
The Nunhead Gardener
1A Oakdale Road
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 OR 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.
To cancel an order, please e-mail firstname.lastname@example.org with details of the order you are cancelling or use the contact us form on the website.
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.