Delivery & Returns

Delivery

UPDATE 28/3/20 - WE ARE STILL ABLE TO DESPATCH AND DELIVER ORDERS. DELIVERY TIMES ARE 3-5 WORKING DAYS.

Our delivery charges start from £1.50 for items that qualify as Large Letters by First Class Royal Mail. Larger items that are not too large or heavy for Royal Mail cost £3.95 to deliver as a Royal Mail Parcel. You can still choose Courier or Saturday Delivery on these items if you wish, using the options at the checkout. Items that are too large or heavy for Royal Mail services are despatched by Courier.

The total cost of delivering your order is calculated automatically by determining the total order weight and size of the items. You will be offered a choice of available delivery methods on some items, such as Saturday Delivery. Some items have Free Delivery, and orders over £150 qualify for FREE Delivery to most postcodes.

Deliveries only take place Monday-Friday, excluding Bank Holidays - no deliveries are made on weekends.

Despatches only take place Monday-Friday, excluding Bank Holidays.

UPDATE 28/3/20 - PLEASE IGNORE ALL REFERENCES TO NEXT-DAY DELIVERY, AS THESE SERVICES ARE NOT POSSIBLE AT THE CURRENT TIME. ALL DELIVERIES CAN BE EXPECTED TO TAKE 3-5 WORKING DAYS.

'Same Day Despatch if ordered by 11am' = Monday-Friday only, orders placed after 11am Friday and on Saturdays and Sundays will be despatched on the following Monday.

'Next Working Day Delivery if ordered by 11am' - Working Days are Monday-Friday, so orders placed after 11am Friday or on Saturday or on Sunday will be delivered on the following Tuesday.

Royal Mail 1st Class (2-5 Delivery Days)

• Small items that are accepted by Royal Mail are despatched using First Class mail.
• You should receive your goods within 2-5 Delivery Days.
• However, sometimes during holiday periods or other busy periods, deliveries may take longer. If you have not received your delivery within 7 Delivery Days, please contact our Customer Services staff on 01749 600014.

Courier

• UPDATE 28/3/20 - PLEASE IGNORE ANY REFERENCE TO NEXT-DAY DELIVERY SERVICE, BECAUSE THIS SERVICE IS NOT AVAILABLE AT THE CURRENT TIME. ALL DELIVERIES CAN BE EXPECTED TO TAKE 3-5 WORKING DAYS.
• Unless otherwise stated in the item's description, the following will apply if the Courier option is selected at the Checkout
• This is a Next-Working-Day courier service - Working Days are Mon-Fri. If Saturday delivery is available on the product you require, you will be given this option.
• Available for orders placed before 11am Monday-Friday
• Dispatched to arrive the following Working Day between 8am and 6pm (not Saturday or Sunday)
• We cannot specify a particular delivery time within the 8am-6pm window, although most of our couriers now offer the facility to track your package the day after despatch, and can advise a one-hour window when delivery is scheduled
• All deliveries must be signed for
• If you are not available to receive the delivery, the driver will leave a card with the details of how to collect your parcel from the depot, or how to arrange for a re-delivery
• We highly recommend that you ensure that we have a daytime telephone number to reach you on

Nightfreight / TNT

• We choose Nightfreight, Tufnells or TNT to delivery some large items, as their systems are well-suited to this type of freight. The expected delivery time is shown on the item's description.
• All deliveries must be signed for
• If you are not available to receive the parcel the parcel driver will leave a card with the details of how to arrange for a re-delivery.
• Please contact Greenhouse Warehouse for any more questions about delivery on 01749 600014

Returns

In the event that you are not entirely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for another product. Please call us first to get a Returns Number, and please ensure that this Returns Number is attached to the item/s.

Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.

If you wish us to arrange collection of the item/s from you please let us know. Let us know what day you can be available to give the item to the carrier. All carriers charge us extra to make collections from customer's premises - the return cost will generally be £9.00 in addition to the delivery charge that you paid. Please call us on 01749 600014 to confirm the return cost - we will deduct this from your refund.

Returns can take up to 5 working days to be returned to our Warehouse. Once we have received the item/s and checked that the item/s are in a re-saleable condition we will process a refund to your original payment method.

Customer Returns

Returns Number: (telephone 01749 600014 for your Returns Number)
Greenhouse Warehouse
Priory Farm

Priory Lane
Little Wymondley
Hitchin SG4 7HD

You can call Customer Services between 10am and 4pm (Monday to Friday). Refunds are applied to the original payment method, eg Paypal, Credit Card, Debit Card etc.

Faulty Items

If the item you received is faulty, please contact Customer Services on 01749 600014, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us.

Seven Day Cooling-Off Period (EU Only)

In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

Refunding the Delivery Charge (All Countries)

If we have made a mistake on an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. We will also refund the delivery charges if you are an EU customer cancelling your purchase within the 7 day cooling off period.

Statutory Rights

Your UK statutory rights are not affected by our returns policy.