Our delivery rates are based on the gross or volumetric weight rounded up to the nearest kilo of your order. All delivery costs include postage, packaging and handling.

Items may arrive in more than one parcel.

Non mainland UK Shipping
If our system indicates that we cannot deliver to your location. Please contact us anyway as it may still be possible to arrange shipping for you.

Delivery Times

We try our best to dispatch the plants, allowing up to 3 working days to Process the order and then dispatching the following Monday, Tuesday following the confirmation of your order.

It normally takes 24 - 48 hours to deliver from dispatch, subject to stock availability.

During Busy times,  sometimes it can take up to 14 Working days to dispatch your order if there are complications,

You will receive an email or telephone when your order is logged for dispatched which is normally collected by 5pm that day. Please if the delivery has not arrived by the following day do contact us immediately.

In the unlikely event that an item is out of stock, we will notify you by email within 48 hours and offer you either a full refund or allow you to exchange your order for any other available product to the same value.

Returns & Cancellations

We hope that you are delighted with your order from us. However, we understand that you may occasionally wish to return an item/order if you change your mind, if you find an item which is not as you expect, or if an item is faulty.

If you are dissatisfied with any products purchased from us, please return them in an unused condition and in the original packaging within 7 days of delivery for a full refund of the cost of your Plants.

Whilst the plants are in your possession, you are responsible for taking reasonable care of them. We recommend that you unpack plants on arrival, keep in a sheltered outdoor location and water as appropriate.

We only select and dispatch the best-looking plants. They are all in excellent healthy condition, and we believe them to be true to name. Satisfied customers are important to us, so any complaints will be dealt with quickly and considerately. Should you have a problem or missing goods, please contact us as soon as possible, and certainly within 28 days:

Contact Customer Services
Please either phone on 01403 891412 between 10.00am and 4.00pm, Monday to Friday, or email plants@loder.uk Otherwise write to:
Our address is:

 
Loder Plants
Market Garden
Lower Beeding
Horsham
West Sussex
RH13 6PP
 

1.    Please always take a photo of the plant, And the plant in its surroundings / environment - this helps us to record any problems and give better advise.
2.    Send the photo, along with a description of the problem and your order reference number to plants@loder.uk
3.    Our plant experts will review the photo to assess the issue

Damaged in Transit or poor condition

In the unlikely event that you receive a plant in poor condition, or your purchase is damaged in transit, please contact us immediately within 7 days, with your order number and photo's showing us the damage.  Once We have reviewed the pictures to assess the issue.
We may ask You must return the Plant(s) to us in the same condition in which you received them, and at your own cost and risk, within 14 days of us advising you and then we may agree either a replacement or a full/part refund of the value of the original payment and reasonable costs of return back.

Incorrect or Defective Goods

If we sent you something that you did not order, please contact us within 28 days informing us of the problem.
Please don’t panic if a plant looks different to the image on the Website. It is likely to be in perfect condition for the time of year and just ‘resting’ before it bursts into action in the coming season. Plants do look different throughout the year. Particularly in winter, many shrubs will look rather bare and stick-like and perennial plants may not even be showing through the soil.
You will need to send us a photo of the plant, along with the reason why you believe there are incorrect and your order reference number to plants@loder.uk

Once We have reviewed the pictures to assess the issue.
We may ask You must return the live Plant(s) to us in the same condition in which you received them, and at your own cost and risk, within 14 days of us advising you and then we may agree either a replacement or a full/part refund of the value of the original payment and reasonable costs of return back.

12 months Guarantee on Plants

Our plants are all guaranteed for 12 months after purchase. If the plant fails in the first 12 months, we will ask you to send us a picture of the plant along with your invoice number to plants@loder.uk  Once we have determined the cause of the problem we will endeavour to replace it or make an exchange up to the value of the plant. credit will be issued for the amount paid. Cash/credit card refunds will not be given on dead plants only store credits which expire one year from date issued.


This guarantee does not include any plant if we think that a plant has suffered due to lack of watering, wrong soil type, extreme weather conditions or proper horticultural care or if the plant has been infected by an airborne pest or disease contracted from your garden.

Cancellation

To cancel an order please email us as soon as possible at plants@loder.uk quoting us your order number. If the accepted order has not already been dispatched, we should be able to stop it for you. If the accepted order has been dispatched, you will unfortunately have to go through the returns process set out below. Also please refer to our Cancellation Policy below.

Returns

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at HMSO.  Returned goods must be sent postage or carriage pre-paid and you must obtain proof of posting or collection.

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return items.

To get a full refund, simply return the live plant to us in its original condition, in its original packaging within 14 days of cancellation.

If the live plant has been damaged or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.

A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.

Substitutes

 We reserve the right to send smaller plants if necessary, at reduced prices.

Cancellation Policy

You have the right to cancel your order from when you place the order until 14 days from the day you receive the goods, by notifying us by email, in writing. 

You must return the live Plant(s) to us in the same condition in which you received them, and at your own cost and risk, within 14 days of cancellation to obtain a full refund to your credit/debit card. 

We may pay reasonable costs of returning items to us. For your protection and peace of mind, we recommend you obtain proof of postage or ideally use a recorded delivery service.
 
Whilst the plants are in your possession, you are responsible for taking reasonable care of them. We recommend that you unpack live plants on arrival, keep in a sheltered outdoor location and water as appropriate. We ask you to return them in their original packaging or if this is not possible, then packaging of similar robustness and quality. If on return the plants have been damaged or their condition has deteriorated, we reserve the right to withhold a percentage of the refund value if they need to be reduced in price for resale.
 
This policy complies with the Consumer Contracts Regulations, 13 June 2014.