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 courier and we aim to deliver them within 1-5 working days of receiving your order. We usually use TNT and Hermes to deliver our goods and wherever possible tracking will be forwarded to you. Please use this tracking to follow the progress of your goods, at present there can be delays in transit due to Covid and driver shortages. 

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 8.00 a.m. and 5.30 pm, 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, and with your order number, as soon as possible after you have placed your order.  You will also get courier tracking information once the goods are despatched.

Cancelling an order

If you wish to cancel an order, please call or email us. We will do our very best to stop your order if it has not yet reached despatch. We will not be able to cancel or refund orders already in transit.

Returns

You have 14 days from receiving your product to inform us you wish to return it.  In this time please check your product is correct and not damaged. If you wish to return a product, you may return them at the cost to the customer, for a refund. Simply, we pay for the item to go out, you pay for it to be returned and we will make a refund on return. If using your own courier, don’t forget to include your name, address, telephone number, and order number. Please also inform us by email, mail@redhotplants.co.uk, or phone 01524 851017 to let us know you are returning the goods. We recommend ParcelHero, https://www.parcelhero.com/ for competitive collection quotes.  We cannot be responsible for any item that fails to reach us, so please register your parcel. Please ensure the courier insurance covers the cost of the goods. If you wish for us to collect the goods, please keep all boxes and packaging as a courier will not collect 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 us the costs incurred will be deducted from your refund. A courier will be arranged on a convenient day for you 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.

Our returns address is:  Red Hot Plants Returns c/o Ramsdens Ltd. Leachfield Industrial Estate, Green Lane, Garstang Preston PR3 1PR

Refunds will be returned to the original card account charged once we have received the goods back into our possession. Refunds may take 3-7 working days to process.

Exchanges

Unfortunately, we are not able to exchange orders via the website - you will need to return the item(s) for a refund and reorder online.

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.

Damage Limitations

We wish you to be very happy with your purchase and will try our hardest to ensure this. Occasionally though a leaf may come off during transport or the travel pot may crack.  In most cases, the stray leaf will simply push back on.  The purpose of the travel pot is just to contain that small amount of concrete, that weights the plant and holds the stems together. They are not intended for decorative purposes or in fact to be seen at all. Because of the nature of thin plastic containing heavy concrete they can occasionally damage. Please be aware they will still transfer into your own planter and be potted up in the same way (please see our planting guide if you need help). It will not detract in any way from the plant you have bought, as it is the plant or tree you have bought and not the packaging. We will only uphold these as damage requests if there is more substantial damage to the plant or tree.

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.

Generally, your tree will arrive boxed. For larger orders, a pallet may be used.  The couriers will only drop off, they do not unwrap, position, or carry the goods.