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Delivery & Returns

Where do you deliver?

We offer Free Delivery to as much of the UK as we possibly can. Sometimes with the larger trees, to very rural areas problems can crop up, but we will always try to deliver to your designated address. There is a delivery charge to Scottish Highlands & Islands and Northern Ireland. We can also deliver to parts of Europe, the Channel Islands, Isle of Wight and Isle of Man, please email your address and what you would like and we will quote you the delivery cost.

How long does delivery take?

The goods are dispatched by carrier and we aim to deliver them within 1-3 working days of receiving your order. If you are having your plant set in a planter, please be aware that it will need time to set - approximately 10 -14 days. Also larger Boxwood Balls and Hedges are made to order and can take a little longer.

Can I have my order delivered to a different address than my billing address?

Yes, at check out, you have the option to give a different delivery address to the payment card address. This means that you can have the parcel sent to e.g. your workplace or to a friend as a gift. As a signature is required to acknowledge delivery, please try and give an address where there will be someone present to sign for the good(s) between 8.00a.m. and 5.30pm, Monday to Friday. The signature of the person accepting delivery at the delivery address will be proof that you or the person to whom the order is addressed has received the delivery.

Can I have my order delivered on a specific day? 

Yes, please email us your requirements with your order number as soon as possible after you have placed your order.

Damages

If you suspect that your order has been damaged in transit please describe any damage on the courier’s paperwork when signing for delivery. If you believe that the goods are damaged then we recommend you refuse delivery or at least state ‘damaged’ on the paperwork. If damage in transit is not identified and you subsequently find your goods to be damaged you must contact us within 24 hours from receipt of goods to allow us to process a claim with our couriers. The best way to do this is to e-mail a description of the damage, ideally accompanied with a photo, to mail@redhotplants.co.uk. Alternatively call us on 01524 851017. Please be aware, it is unlikely we will be able to refund or exchange against a claim for damage in transit made beyond 48 hours from receipt of goods.

Returns

If you wish to return a product, you may return them within 10 days at the cost to the customer, for either a refund or for an exchange. Simply, we pay for the item to go out, you pay for it to be returned and we will make a full refund on return. If you do use your own courier, don’t forget to include your name, address, telephone number and order number.  We cannot be responsible for any item that fails to reach us, so please register your parcel. If you wish for us to collect the goods, please keep all boxes and packaging as we cannot arrange a collection without them. Returned items must be in a new and unused condition with all packaging included. All returns are checked by us before a refund is issued. We cannot accept returned goods that are not in a saleable condition. If you do choose to arrange a return with ourselves the costs incurred will be deducted from your refund. A courier will be arranged on a convenient day for yourselves to come to your address and collect.  There may be an extra charge for Northern Ireland and Scottish Highlands and Islands and any failed delivery or collection.

What are bespoke items and are they returnable?

Any items that you buy from us that are not made to order can be returned to us. This means that if you order an artificial plant with a planter from our range, but request you do not want them potted and these items are kept separate they are returnable. If the plant is fixed into the planter it becomes a bespoke item and is then non-returnable.  If you feel you may want to return a plant, the plant should NOT be purchased potted in to a planter. Bespoke items are goods we have assembled for the customer, such as plants fixed in to pots or any replica hedging.
Any handmade bespoke item cannot be refunded, unless the order has yet to be built.

How will my plant or tree arrive?

Most of our trees and plants are delivered whole. The branches and the foliage may need to be arranged into shape. To do this stand the tree upright and starting from the base gently bend and tease the leaves and branches out. If you require any assistance or are unsure please ring us on 01524 851017 and we will be delighted to help.