Before You Contact Us
Frequently Requested Answers
When will my order arrive?
Deliveries are dependent on a given plant's season for being transplanted, and the weather conditions around the time of delivery.
Occasional delays are natural, especially in Winter, when ice and snow can stop us moving plants.
- When you place your order, we email you an approximate delivery period in the order confirmation.
- We will update you by email if anything changes as your order is processed.
- We send a final confirmation email before despatch, which is also when we charge your card.
Do I need to be in to sign for the delivery?
No.
If I order my plants months in advance, when do you charge my card?
Your card is only charged when we begin to pack your order, not when you place the order.
I entered my card details at checkout and got an error, but my card works fine elsewhere?
When you fill your basket and complete checking out, our payment system arranges a "token for future payment" with your bank, charging you nothing at the time you place the order - just like on Amazon.
Your bank's automatic fraud detection system may want you to confirm that you are the person buying this token, and you agree to being charged later, even if you edit your order and change the amount.
If you get a payment error message during checkout that says "please use a different card" and you know the card is working, please contact your bank.
The issue is not with your card, or our website.
I have never planted bareroot plants and trees. What do I do?
We have some really good videos for you:
Do you have any top tips for successful planting?
Here are our top three:
- Always use Rootgrow "friendly fungi" whether you are planting potted or barerooted stock.
- Keep the area immediately around your new plants free of all weeds and grass for at least 2 years after planting.
- Most important: water your plants very thoroughly during dry weather in their first 2 years.
Especially, don't let them dry out in the months of March-August of their first year. It is better to water very well a couple of times a week than it is to water a little every day. This will penetrate the soil to a good depth, and encourage the new roots to travel downwards.
Can I visit your nursery?
Generally, no. In order to keep our overheads low, we are closed to the public and do not have staff (or insurance!) to welcome visitors. You can only buy from us online.
If you have placed your order, you can arrange to collect it by appointment only on Fridays 10am-4pm.
Sales & Support: 01963 359 444
Our support team is here only to:
- Take your sales calls.
- Give you customer support after you have placed your order.
We have an extensive plant advice section, but we do not give general plant advice over the telephone.
If you need advice about the plants you have bought from us, please use the contact form on this page, where you can attach an image.
Thank you for visiting our website!