Current Order and Delivery information

CURRENT ORDER AND DELIVERY INFORMATION

Updated 17 May 2020


NEW ORDERS

We are open, taking new orders and always happy to help you with advice and information on the best plants for your pond.

Due to the unprecedented increase in online orders, it is taking us longer than normal to dispatch and deliver your orders. 

ORDERS ARE TAKING 4 WEEKS TO DISPATCH. 

This dispatch timescale includes all orders, not just those containing plants.

At this time our usual delivery timescales will not apply. 

It is best to order plants with an ‘Add to Cart’ button, these plants are ready now - BUT WILL STILL TAKE 4 WEEKS TO BE DISPATCHED.

If you order plants that are ‘Pre-Order’ these plants are not ready to leave yet and will hold your entire order back. 


EXISTING ORDERS
Please be assured that as soon as we can dispatch your order we will do. 

If you had items on the order that were ‘Pre-Order’ we might still be waiting for them to be released for sale.  You can check this yourself by clicking on the item on your order confirmation and checking the status of the product on the website.


SNAILS AND MUSSELS
As the postal and courier services are experiencing a delay in delivering orders, we have made the decision to not send any live molluscs for the time being.

Any orders containing these items will be held.


POSTAL SERVICES
Postal services are experiencing delays. 

Our plants will be fine in transit for up to 7 days as they are sent in thick plastic bags and thick cardboard boxes so will keep cool and damp.

TRACKING YOUR ORDER

When you order has left the nursery you will receive a dispatch email
(please check your inbox and junk mail).

Click the green View your Order button on the dispatch email to get your tracking information.  Parcels are sent via Royal Mail, APC and some H&I deliveries are sent via Parcelforce 48 hour.

Under the section – Your Order is Complete you will find your assigned delivery service and tracking number in blue if applicable.


APC ORDERS;
Copy this number - you only need the last 7 digits to search for your parcel, usually starting 00.

Then click the blue number, this will take you to the APC Tracking Website.

Paste the number into the Consignment Number Box and Enter your Postcode.

Click ‘Track my Parcel’

A Guide to Tracking Information:

Status Messages:

NO CONSIGNMENT DATA FOUND - Your order is awaiting collection from the nursery, once your order is scanned into the van or depot your tracking information will become live.

AT HUB – Your order is at the collecting depot or a mid-way transit hub.

AT DELIVERY DEPOT – Your parcel is at your local depot.

OUT FOR DELIVERY - The parcel is out for delivery that day. 

DELIVERED – please check your parcel has not been left in a safe place at your property, before contacting us or the couriers.

At the top of this tracking page is contact information for the depot.  If you need to contact the depot, please use the email address in the first instance.  Quote your tracking number and postcode. 

Please allow 48 hours after your due delivery date before contacting them.

If your order/delivery contains multiple parcels, you may find they are delivered on consecutive days.

 

ROYAL MAIL ORDERS

Royal Mail orders are sent 1st class, they are not sent with a tracking number. 

Royal Mail is experiencing delays, so please allow longer for your parcel to arrive. 



WHEN YOUR PLANTS ARRIVE

Unpack them carefully and get them into your pond as soon as you can. 

If you plant is wilting or looks dry, a good drink and some sunshine will soon perk it back up!

All plants will have labels with depth instructions on them.  Please remember to place waterlilies at a depth where their current leaves are floating on the surface and lower them slowly as they grow.

If your plant is damaged, please take a photo and email it to us at info@plantsforponds.co.uk with your order number. 

If the box is damaged on arrival, please take a photo of that too.
 
PLEASE BE ASSURED IF THERE IS A PROBLEM, WE WILL DO EVERYTHING WE CAN TO REMEDY IT AS QUICKLY AS POSSIBLE.
 
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