Coronavirus (COVID-19) Information and help for our customers

Last updated Wed 27 May

Delivery Delays

While we are working hard to deliver your orders as quickly as possible, unprecedented demand combined with Covid-19 restrictions have created knock-on pressures for our warehouse operations and the national couriers we work with. As a result, depending on the products ordered, many orders have been delayed by 2-4 weeks.

Click here to find out how your order may be affected

Order Cancellations and Refunds

We have made the difficult decision to cancel, or partially cancel, a small percentage of orders which are still facing extended waiting times

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Vegetable Deliveries Update

Vegetable orders will be delivered between the middle and end of May 2020. Please accept our sincere apologies for the delay, we’d like to explain a bit about the process and the reason for the hold up.

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Delivery and Customer Services update

We hope you are staying safe and well. We wanted to provide you with a quick update on how we have been adapting here at Primrose to work through the backlog of unprecedented order demand and resulting customer service support required.

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Supporting UK Growers

As you may have seen in the national press, it is a very difficult time for the country’s growers. Over the coming weeks we will be doing our best to help by bringing more suppliers online to both help satisfy the exceptional demand and to add new plants to our range

Find out more

Delivery and Plants Status update

We have taken further measures to support our warehouse team, suppliers and customer service team through this unprecedented time and focus on dispatching and delivering existing orders by restricting new ones.

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Service Status update

We have seen unprecedented order demand in recent weeks and this has created knock-on pressures for some of our warehouse operations and for the national courier networks which are managing their operations around the COVID-19 restrictions.

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Covid-19 update

To all our customers, as a valued part of the Primrose family, you are our top priority during this difficult time. We understand the huge impact the Covid-19 outbreak is having on your day-to-day lives and we are committed to helping you retain some normality by doing what we do best; helping you enjoy your garden.

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Frequently asked Questions

Yes. We are following the advice of Public Health England (PHE) and are still making deliveries for online orders. We have always been an online only garden store and you can place your order with us just as you usually would.

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). They understand that these types of viruses aren’t able to survive for long on objects like letters or parcels. Please do also follow the well-publicised guidance from the PHE to wash your hands thoroughly and often.

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

You do not need to provide any special instructions to ensure contact free delivery. We are working with all our couriers to ensure they follow a no contact policy and all couriers we work with are no longer handing over any hand-held devices to customers to capture electronic signatures.

We are doing everything we can to keep operations running smoothly so that you get what you have ordered as soon as possible. We operate across several distribution centres as well as through third party suppliers and use a network of couriers for different types of delivery. We are monitoring the situation closely with all our suppliers and couriers and while many deliveries are being made promptly, some items are experiencing delays of 2 - 3 weeks due to high demand as people are now only buying online. Please refer to the delivery estimates on the individual product pages for guidance. Our couriers will contact you with updates on your delivery and we will post updates online if anything changes.

Please note that for our plants ranges, our growers are all based in the UK and have employed extra staff to ensure that our plants are still delivered to you very quickly and are ‘nursery fresh’.

Yes. Everything is going ahead as normal with our deliveries and we are working with all our couriers to ensure they follow a no contact policy.

Our returns policy is 30 days. If you are self-isolating and need to return something, please get in touch with our customer services team within 30 days of receipt and we will do our best to help you. Please see our returns information page for instructions on how to return items.

For smaller items, our couriers can collect parcels if left in a safe place. For larger items such as furniture, home collections for returns are not possible from customers who are self-isolating and will need to wait.

Please get in touch with us if you have any questions and be rest assured that we will do everything to help you.

We have put the following steps in place to protect our valued team at Primrose:

  • We are following the guidance of the UK Government and the NHS in our office and warehouses to protect our colleagues and agencies
  • We have suspended all business travel completely
  • We are providing resources to help employees work from home to prevent the spread of illness
  • We have set up methods of communication for our colleagues to keep in touch, stay connected and up to date with the relevant information and advice

Our Customer Care Team is on hand to answer any of your questions or you can find us on Instagram & Facebook where we’ll be sharing our latest news. Please note that the best of way of getting in touch with us is via email. All our customer services staff are now working from home and this naturally can cause delays in responding to your calls – but they are doing the very best they can to help you.