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Hillier Customer Support

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
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

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 or BBQs, please see related ordering and delivery detail in the Furniture Terms and Conditions Support Page. Seeds and gift cards will be dispatched the next working day Monday to Friday, following your order, and sent first class Royal Mail.  

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.





 


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