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Delivery

We can usually deliver to all areas of mainland UK for our standard delivery charge of £4.99 (unless the item you have ordered says "free delivery - UK mainland customers only").

Some items may incur an additional charge for Northern Ireland, Scottish Highlands and Islands - this will be shown clearly before you complete payment. Please request a price for delivery to non-UK destinations by contacting us:

Email: info@primrose.co.uk

Tel: 0118 903 5210

Plants have a delivery charge set by each nursery which may exceed £4.99, however you will not be charged any extra delivery costs for additional items on your order.

Normally the delivery does not require a signature, however if you would prefer to sign for your goods then please state this in the Delivery Instructions section during the checkout process when placing your order.

Your order will be sent either by a delivery company such as DPD or smaller items by Royal Mail. If you are not in when they try to deliver, they will leave the order somewhere suitable or otherwise leave you a card. You'll be given a chance in the checkout process to leave any specific instructions that we will pass on to the carriers, although we cannot guarantee they will always adhere to them. Please note that in some cases it may be impractical for carriers to deliver to a specified point and may limit delivery to the kerbside.

Please call first if you're planning on visiting us to view, buy, or return products, as we do not have showrooms and most items are held at a number of different locations.

Returns - peace of mind guaranteed

We want you to be delighted with your purchases.

We fully comply with the Distance Selling Regulations, which give consumers buying on-line the right to examine and test items at home as they would in a shop. Business customers do not have this right.

So, if you're not happy with anything you've bought, simply let us know in writing (email is fine) within 60 days of receiving the item, and after having received a returns number send the item back to us for a full refund including the standard cost of delivery. This doesn't apply to bespoke or made-to-order items - see below. We'll give you a complete refund including any standard cost of delivering the items to you (unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time).

As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service, for which we've provided cost estimates here.

"Made to order" or "bespoke" items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.

Please be aware that although most of our items are returnable, for reasons of hygiene we are unable to accept back certain items of clothing like socks, unless returned unworn and fully repackaged as received.

Please note that our hurdles and screening rolls are produced from naturally occurring timber. As a result the colour may vary within batches subject to when and where the timber was sourced. We therefore are unable to guarantee that colour will always be uniform.

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How quickly do you deliver?

Each item has an estimate of the delivery time in the product description beside the product picture.

Next Day Delivery (also known as "Next Working Day Delivery")

Some of our products will automatically be delivered "Next Day" (delivery times are clearly stated to the right of the picture of the product). If "Next Day Delivery" is not offered beside a product, please call or email us - we may be able to help.

Any orders placed by the deadline shown will be delivered on the next working day. Orders placed over the weekend will be delivered Tuesday. Whilst we endeavour to ensure delivery times are met please note that circumstances beyond our control may sometimes delay arrival. In the event of a late delivery, we will of course refund any additional charge you have paid for next day delivery, however, late delivery does not of itself entitle you to cancel your order.

Additional Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded if you decide to return the goods.

What about Saturday delivery?

Saturday delivery is usually extra depending upon the product ordered. Please call us on 0118 903 5210 or email info@primrose.co.uk for this service.

Same day despatch by first class post

Some products are marked "Same day despatch by first class post". Royal Mail say that 90% of first class post deliveries will arrive next day and this matches our experience. Larger orders for first class post items may be sent by carrier to ensure reliable delivery.

What if I order more than one item?

We have several warehouses. If you have bought more than one different item your order may occasionally be sent in multiple packages and delivered separately. This means you will receive your purchase as quickly as possible. Please check the individual product descriptions on the website to see delivery speeds for each item.

If you want to order more than one product and Next Day Delivery is not available on each product, we may not be able to deliver everything next day. To ensure that you get your Next Day order on time, please place two separate orders.

Out of stock items - If one item is described as "out of stock", please make 2 separate orders if you require the in-stock items delivered immediately.

Signing for delivery

If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place.

Normally the delivery does not require a signature, however if you would prefer to sign for your goods then please state this in the "Delivery Instructions" section during the checkout process when placing your order.

Access difficulties

Orders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss and do not just leave a note in the delivery instructions. Otherwise we will assume that you authorise us to leave your order at our carrier's discretion at a nearby location.

Can I ask for delivery on a specific day?

If you wish to delay delivery until a specific date please contact us first so we can arrange this for you.

How do I track my order?

You can track your order via our order tracking page. If you have a query about your order please call us on 0118 903 5210 or email info@primrose.co.uk.

What if I refuse to accept the delivery from the carrier?

If you refuse to accept an order from our carrier, you may be responsible for any additional carrier costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless we have given you a cancellation number. If you are refusing the goods because you believe they are damaged, please contact us urgently and we will advise you accordingly.

For more information on refusing damaged goods click here

Shortages - did everything arrive?

If you've ordered more than one item, please thoroughly check the contents of your delivery and associated packaging to compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we may send by separate carriers.

Late deliveries and other problems

We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems (please note that our liability does not extend to providing compensation for late or failed deliveries). We make every reasonable effort to ensure that your order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can sometimes go wrong and we will always do everything we can to rectify any problems in a quick and satisfactory manner. However, please note that we cannot be held responsible for any resulting additional expense you may incur unless with our prior written agreement.

Occasionally, time delays with "Made to Order" items may occur. We will do our best to get bespoke orders completed and delivered within the estimated time scale. However, problems do occasionally arise that cause delays in the manufacture and delivery of "made to order" items. This does not entitle you to cancel the order, therefore we cannot accept that "time is of the essence" in "made to order" or "bespoke" situations.

What if I need to cancel my order before it's been despatched?

If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent query. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you don't have a cancellation number and you refuse to accept an order from our carrier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.

Can you deliver to a BFPO (British Forces Post Office) address?

Only products that are sent SAME DAY DESPATCH by First Class Post can be delivered by Royal Mail to a BFPO address. Any other products cannot be sent to BFPO addresses, but we can deliver them to any alternative mainland UK address for you.

Swallow Greenhouses - Home Delivery Terms and Conditions

Pay only the first 20% of the greenhouse price when placing your order. You will be contacted by a Swallow Greenhouses representative to arrange both the remaining payment and delivery within 4-6 weeks.

Massarelli / Henri Water Features - Home Delivery Terms and Conditions

Delivery Criteria

1. Delivery is to the nearest kerbside or hard-standing by a tail lift vehicle
2. Goods cannot be left on a public road or pavement
3. The unloading area must be smooth and level with no slopes, and also be large enough to accept a heavy goods vehicle
4. Deliveries are made Monday - Friday only, between 8am and 5pm
5. Delivery between 5-7 working days

-Delivery is NOT with a crane lift or Hiab
-Goods are delivered using a tail-lift at the rear of the vehicle with a hand pump truck
-The product cannot be pushed uphill or downhill or on gravel drives or lawns
-Delivery not available for outside UK mainland.

Delivery Arrangements
You will receive a phone call to arrange the delivery between the hours of 8am - 5pm Monday to Friday, however if an arranged delivery is attempted and there is nobody to provide a signature, it will be taken back to the depot and re-delivered on another day but will incur a re-delivery charge which is to be paid direct to the carrier to enable re-delivery of the goods. If possible it is preferred that you provide a mobile phone number.

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How do I notify you that I want to return my goods?

To begin with, first email returns@primrose.co.uk or use our standard form, within 60 days from the day after your order arrived, prior to posting the item back to us. We will then give you the returns number which will confirm that we have been notified correctly. This number should be quoted on your returns slip or covering letter when you post the item back to us - as without this we cannot process your return.

Please make sure that goods arrive back with us undamaged within 14 days of you originally receiving the returns number. When you return the goods to us we recommend you use a service that provides you with proof that the goods have been delivered back to us.

We may sometimes ask you to return an item directly to the manufacturer and we will advise you regarding this when you contact us for the returns number.

Please make sure that the goods arrive back with us undamaged within 14 days of you originally receiving the returns number.

Your refund will be processed within 14 days of the date on which we receive the items back into our warehouses. Refunds will be made to the same payment method used to place the original order.

If you think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If you handle the goods in any way which you wouldn't otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to inspect the goods, but please don't damage or dispose of the packaging until you're sure you want to keep it.

Our returns address is:-

Returns Department
Unit 8
Borrowdale Road
Winnersh
Berkshire
RG41 5UX

Email: returns@primrose.co.uk

Damaged items

Very occasionally, and despite the considerable experience of our despatch team and carriers, items can become damaged in transit.

If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred before they came into your possession.

If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.

Damages correctly notified will be replaced free of charge. However, if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense.

Faults and warranties

All our products have at least a two year warranty (except in certain circumstances for plants, bulbs, heating elements and selected greenhouses). Faults are very rare, but if you consider an item to be faulty please call us immediately as we may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us first. Faulty items will be repaired or replaced. Please note that we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.

Plants: Terms & Conditions

We make every effort to ensure that all our plants are of the highest quality and are fully inspected prior to dispatch. If however you feel that the plant received is not in reasonable condition then please contact us immediately. Please bear in mind the following:

Is it in season?
Plants will look different depending on the time of year. Out of season plants may be very bare in winter periods.
The images on the site are generally of a mature plant; what you ordered may have been a plug. A plug is a developing plant, nurtured through the early growth stages in a small container of nutrient rich compost/potting soil, ready to be 'plugged' into your garden. Please check your order confirmation if at all unsure.
It's important that you take an image of the plant as soon as possible so there is no doubt as to its condition when it was received. We may request the plant is returned to us for further investigation so we can establish the cause of the problem.

Not planting immediately?
If your plants are to be kept out of the ground for over 24 hours then please bear in mind they are 'live'. Please ensure you open the packaging, water the plants and expose them to daylight until you are ready to plant them out.

Greenhouse Guarantee

Most greenhouses come with a minimum 2 year warranty, and some have even longer warranties as stated on the product pages. This guarantees your purchase against any manufacturing faults and, where applicable, also extends to your preferred metal base.

Exclusions to this warranty include:

- Glazing damage
- Moving parts (e.g. door rollers)
- Wind/storm damage
- Accidental damage


Greenhouses are normally included under home insurance policies, but we advise that you check with your insurers for confirmation.

Primrose - Special Offers

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Delivery: Free

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Delivery: Free

Primrose - Christmas Offers
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