Hillier Customer Support

Terms and conditions - Hillier Online Shop

Hillier Nurseries and Garden Centres have been growing and selling quality plants since 1864 and we continue to strive to supply plants of the highest calibre to all our customers. We will always aim to dispatch your order as quickly as possible, here's how it works...

Ordering
Hillier make every effort to ensure that goods on this website are in stock and available for despatch, and where possible will indicate low stock/delayed despatch on the item description. We will always contact you if an item is out of stock to let you know when it is likely to come into stock.

"In Stock"/"Out of Stock" references against each item on the online shop are updated daily from live stock levels. An item referred to as "In Stock" will normally be available from Hillier Online Shop and will be collated and sent to you as soon as possible. Should there be any delay in fulfilling or despatching your order, we will notify you by email as soon as we can.

Trade Card discounts and Hillier Gardening Club offers are not available through the online shop and the online shop is unable to register points against Gardening Club memberships at this time.

Payment
Payment can be made through our secure on-line checkout system or via secure PayPal payment. American Express payments are only available through PayPal. We are unable to accept Hillier Gardening Club Reward Vouchers, Hillier Gift Cards or HTA vouchers as payment in our online shop.

When your order has been placed and paid for on the website, you will receive an email confirming what you have ordered, how much you have paid and where have you have asked for it to be delivered. Please check the details, especially that the delivery address, postcode, mobile number and email you provided are correct. Notify us immediately of any amendments required.

Delivery criteria

If you are ordering furniture, please see further details below regarding this.

We can deliver to most UK mainland addresses. We offer a flat rate fixed price for UK mainland delivery, there is no limit on the order value or size, order as much as you like in one consignment and the price remains the same - £7.99.

We will deliver your consignment to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the consignment left if you are out when we deliver. We cannot accept any liability for any loss or damage once the consignment has been delivered in accordance with your delivery instructions.

We always aim to deliver within the quoted time frame but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, we or our courier will contact you to advise you that the delivery date will be extended.

We're sorry but at present we cannot deliver to Northern Ireland, Ireland, Scilly islands, Jersey, Guernsey, Isle of Wight, Isle of Mann and Scottish Highlands & Islands, International or BFPO addresses.

We currently are unable to deliver to these postcodes:
Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

 

Supplier Direct Deliveries
Please note that some of the products purchased on this website are delivered to you directly from our suppliers and not by Hillier. This is noted on each of the product descriptions that this applies to. In these cases your order and delivery details only will be shared with our supplier for the purpose of fulfilling your order only.

Packing and unpacking
At Hillier we promise to send you first rate, nursery fresh plants, just as good as you'd find in our garden centres. Our team will inspect everything carefully before it leaves us to make sure it's in excellent condition. Plants will be placed in a waterproof bag and packed in purpose designed pot holding boxes. This ensures plants arrive in good condition. Please unpack as soon as possible after receipt. If not planting immediately please give your plants fresh air, a little water if required and allow them a few days to acclimatise to their new environment.

How it happens

If you are ordering furniture, please see further details below regarding this. Seeds and gift cards will be dispatched the next working day following your order and sent first class Royal Mail.

If you have ordered a product that is delivered directly from the supplier (this will be noted on the item’s description), your order will be sent to them the next working day following your order for them to fulfil. 

For plant orders your order shipment date is determined by the item with the longest availability lead time i.e. if an item has a 2-week lead time, your order will be held until all items are available to be shipped together in one consignment. If you have ordered a large number of items, please note these are likely to be delivered across multiple deliveries and may not be on the same day.

Once your consignment(s) is dispatched, we aim to deliver within 5 working days, Monday through Friday, excluding weekends and public holidays.

When your consignment has been dispatched you will be sent a 'tracking number', this can be used to track progress via our couriers (DPD) website or their useful mobile app. You will receive advance notification from the courier by either text message (if a mobile number has been provided) or email, giving you a one-hour delivery window so you know when to expect your items. Consignments may be left at your property or with a neighbour.

If the first delivery attempt fails, the courier will try on a second occasion, if that attempt fails, they will notify you of a local facility where you can collect your parcel.

Hillier Furniture and BBQ Home Delivery Service Terms and Conditions

1. Hillier are pleased to offer a free delivery service on all furniture sets and BBQs over the value of £499. We can deliver to addresses in Berkshire, Buckinghamshire, Dorset, East Sussex, Gloucestershire, Hampshire, Hertfordshire, Oxfordshire, Somerset, Surrey, Warwickshire, West Sussex and Wiltshire only.

2. For furniture sets and BBQs held in stock, we aim for delivery to be within 14 working days. Every effort is made to give accurate information when estimating delivery time but occasionally, for reasons beyond our control, there may be additional delay. In this circumstance we will of course keep you fully informed.

3. Once your order is confirmed as available for delivery, we will contact you to agree specific arrangements for the date of delivery. We aim to call customers within 48 hours to arrange a suitable delivery date but cannot guarentee this. Wherever possible, delivery will be made on the first vehicle in your area following your order. Wherever possible, we will try to be flexible with our delivery times to suit you, however we are unable to store your order for delivery at a later date.

4. On the delivery day our delivery drivers will unload your furniture or BBQ and carry it to the desired location within your home or garden. If you have narrow passageways or sharp corners between where the vehicle will need to offload and your desired location for the furniture, please discuss this on the telephone when you are contacted to arrange delivery.

5. Our delivery teams will observe social distancing guidelines during delivery, we request that our customers adhere to the same guidelines giving our teams as much space as possible, minimum of 2 metres for the safety of both staff and customers. We regret that our drivers are unable to unpack furniture and BBQs during Covid -19 pandemic and are unable to build any furniture sets or components for you on delivery.

6. Queen, Sense, Rope Furniture Sets - all 5 year warranty

7. Bramblecrest Furniture - 3 years structural guarantee* (1 year structural guarantee for parasols, covers and ceramic topped tables) Hillier Nurseries Ltd

Refunds & Returns - What if it doesn't look like I expected

If you are not satisfied with any of the products you have ordered, please email us at onlineshop@hillier.co.uk and we will work with you to resolve.

We're really proud of our plant quality but acknowledge sometimes things may go wrong. Should you find a plant in poor condition when you take it out of the box, please contact us within 24 hours. We will then ask you to email us a few photographs so that there is no doubt about its condition on arrival with you, as opposed to what it looks like by the time it gets back to us. Bear in mind that some plants look different depending on what time of year it is. If you choose a deciduous shrub in winter, it may arrive bare. It doesn't mean there's anything wrong, just that it's out of season and will re-leaf next spring. Perennial plants often won't show above soil level during winter, the plant is in dormant phase, resting within the soil in the pot. However, provided that you have contacted us as set out above we will be happy to arrange for a refund or replacement once we have received the plant back with us.

To do this we will post or email to you a 'returns label'. Please repackage the item in its original bag, packaging and carton, seal it securely, adhere the label and take it to a nearby convenient DPD 'pick up shop', there are hundreds of convenient locations across the UK, such as Sainsbury's, Currys and local convenience stores, find one near you at https://www.dpdlocal-online.co.uk/products-and-services/pickup-shops.

We kindly request that regardless of the reason for return, you keep the original packaging for re-use.

Contact customer services

Please note that for a faster response, email is the best way to contact us.

Email: onlineshop@hillier.co.uk
Post: Customer Services, Hillier Nurseries, Ampfield House, Ampfield, Romsey, Hampshire, SO51 9PA.

If you have changed your mind
You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 7 days of receipt to advise of its return. Returned items must be unused and must be in a resalable condition. We will not pay the costs of returning an item to us unless it is faulty. Until we receive the goods you are returning, they remain your responsibility. For your peace of mind, we recommend you use the DPD pick up shop service.

Incorrect goods
If we send you incorrect goods, you must notify us as soon as you notice the mistake, and within a reasonable amount of time. We will ask you to return the goods to us. We will either send you the correct goods, or refund the price of the goods and delivery (and any reasonable costs you may have incurred in returning the goods to us).

Shortages
If you've ordered more than one item, please thoroughly check the contents of your delivery and associated packaging to compare it with our packing note to ensure that all goods have arrived. Please notify us by email or phone within 24 hours if something hasn't arrived.

Cancellation
If you wish to cancel your order please contact us as soon as possible. Due to the living nature of the product we are not able to accept cancellations after your consignment has been picked at the nursery or dispatched.

Errors & omissions
Whilst we will endeavour to ensure that all prices on our Web Site are accurate, errors may occur. If we discover an error in the price of the Goods you have ordered, we will inform you as soon as possible and give you the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel an order due to an error in price and we have already received payment for those goods, you will receive a full refund.

Plant guarantee
All fully hardy shrubs and perennials are guaranteed for one year after you've bought them. If the plant fails in the first year, send us a picture of the plant along with your order reference number to onlineshop@hillier.co.uk. Once we've determined the cause of the problem, we will endeavour to replace it or refund you. Tender plants, or garden plants that are not fully hardy, are not covered by the guarantee. This guarantee does not include plants damaged due to lack of watering or lack of horticultural care on your part where the care guidelines on the pot label have not been followed. We only dispatch perfect, healthy plants and cannot be responsible for any naturally occurring airborne pests and diseases such as box blight, fungal leaf spot, aphids and similar.

Your Personal Data
If you arrange a home delivery for products from Hillier Garden Centres, we will collect the following personal data: name, phone number, email address, delivery address, delivery postcode. We will use this data for the following reasons:

• To arrange delivery of purchased goods.
• To pass delivery details to the supplier/courier to arrange delivery.
• The supplier/courier will share delivery details with their specified courier/driver to ensure delivery.

We process this data in order to perform our contract with you. See our Privacy Policy for full details of how Hillier process your data.

© 2020 Hillier Nurseries Limited. Company No. 01260468. 
Registered Office: Ampfield House, Ampfield, Romsey, Hampshire SO51 9PA, Registered No. 01260468
VAT No. 302808430