Freephone: 0800 6444 322
(Mon-Fri, 8.30am-5pm)

Delivery Information

Delivery Updates

Delivery Timeframes

Due to the cold weather, deliveries are currently taking up to 7 working days to arrive (but may arrive sooner).

Deliveries to Northern Ireland

Unfortunately, we have had to temporarily stop delivery to Northern Ireland due to the changes in legislation following Brexit. We hope to have our IT partners work their magic as soon as possible in the New Year to enable us to resume servicing our valued and loyal customers in Northern Ireland.

Delivery is FREE on all orders over £25.

Orders under £25 incur a delivery charge of £3.99.

Good To Know

  • Contact Free Delivery - All of the delivery companies we use offer contact free deliveries as the default. Please read on for further information.
  • Despatch - Your order will be shipped in 3-5 working days (unless specified otherwise).
  • Express Shipping - Should you need your order faster, you can upgrade to express shipping (1-2 days) at the checkout from £4.99. For orders over £75, express shipping is free. We may occasionally remove this option during busy periods to avoid disappointment.
  • Out of Areas Deliveries - Unlike a lot of companies, we deliver to Scottish Highlands and Islands, Isle of Man and outlying areas at no extra cost to you. Due to geographical location, deliveries to these locations will take a little longer. Please note that delivery times and methods may vary to these locations (e.g. the 'Signed For' delivery option isn't available in certain locations).
  • Small Items - For smaller items, delivery options may vary. For example, the 'Leave Safe' delivery option may not be available.
  • Signed For/Leave Safe - DPD offer 'Signed For' and 'Leave Safe' options. You'll need to be in for 'Signed For' deliveries and DPD will leave your parcel in your safe place with the 'Leave Safe' delivery. You can set your leave safe location via their app or via the email they send you the day before your delivery.
  • Item Availability - If for any reason part of your order is unavailable within the delivery timescales, we will ship all available items and send the unavailable item as soon as possible.
  • Package Weights - Our boxes are shipped in weights of up to 30kg. If you are unable to carry this much, please ask a neighbour or family member for help, or consider opening the box and taking the items out one at a time to move. If you're ordering large quantities of seed, consider purchasing a seed storage container.
  • Delivery Notifications - The delivery company will email you the day before your parcel is sent out to let you know. They may offer options in the email to have your order redelivered, delivered to a neighbour and more options (depending on the courier and the delivery method you have chosen).
  • International Deliveries - We do not currently offer deliveries abroad.

 

Contact Free Deliveries

For DPD Deliveries - The driver will place the parcel on your doorstep, ring the doorbell/knock and step back to a safe distance. The driver will then take a photo of the package on your doorstep (preferably with the door open) as proof of delivery.

For Hermes Deliveries - The driver will place the parcel on your doorstep, ring the doorbell/knock and step back to a safe distance. They will then ask your name and sign for the parcel on your behalf as a temporary measure to reduce contact. They will only do this with your permission.

If you're going to be out - For both companies, if you are not going to be in, please nominate a safe place. Both companies will send you an email before the delivery is due to arrive, please follow the links to pick a safe place. Alternatively you can use their apps.

 

DPD Delivery Options

DPD offer two options for delivery, the biggest difference being whether or not you need to be in for the delivery.

Leave Safe Delivery Option - Select 'Leave Safe' if you think you won't be in when the parcel arrives. You must provide instructions when DPD email you with your delivery confirmation, which is sent to you both the day before and in the morning on the day of delivery. If you do not provide leave safe instructions, then the driver will leave your parcel at their discretion. By nominating a safe place, you accept responsibility once it is left at your property.

Signed For Delivery Option - The driver will attempt to hand you the parcel. If you aren't in, you can provide instructions via the links in the delivery confirmation email DPD will send you both the day before your delivery and on the morning of your delivery. You can also provide instructions via the DPD app.

The DPD App
If you choose to use the DPD app, you'll have greater control over your delivery options. Download the app to be able to: specify which neighbours to deliver to if you're out (and which ones to avoid!), specify a leave safe location, redirect your parcel to a participating local store, take a photo of your house to help the driver identify it, take a photo of where you'd like the driver to leave your parcel (leave safe). You'll can download the DPD app from your phone or tablets app store (Google Play Store or Apple App Store).

Downloading the app is optional. DPD will also email you the day before your delivery and also on the day to confirm your delivery slot. These emails will contain a link for you to adjust your delivery on their website - for example to deliver to a neighbour (you'll need to download the app to say which ones to avoid).

Please note that you can download the app at any time to set your default preferences. To specify different preferences for an order you've just placed with us, you'll need to wait until your order has been packed and sent on to DPD before it shows up in their system.

Please check your delivery settings prior to making an order, as DPD may default to your last chosen safe place.

Click here for a guide on how to use the app and specify delivery instructions

Option 1: Set your default delivery preferences

You can setup your default delivery options in the DPD app. After that, the driver will follow your instructions each time they deliver. Please note this only applies to DPD orders and it will apply to anything they deliver to you.

 

Option 2: Deliver to and avoid certain neighbours

You can select which neighbours you would prefer the driver try and leave your parcel and which neighbours the driver should avoid

 

Option 3: Leave safe options (with photos)

Select a place where the driver can safely leave your parcel, plus take a photo of your safe place to help them find it

 

Option 4: Redirect to a pickup shop

Redirect your parcel to a participating local shop where you can pick it up later. You'll find a list of local shops that participate in this scheme in the app. Only shops in the app are eligible.

 

Option 5: Setup instructions for each delivery attempt

Specify what the driver should do on the first, second and other delivery attempts

 

Review your options

Review your options and save your preferences. Once you setup your default delivery options, you won't have to do it again.

 

Remember that to do this, you'll need to download the DPD app from your app store (Google Play Store or Apple App Store). The page may look a little different depending on your device. These options only apply to deliveries from DPD and will apply to any company that uses DPD (so from both us and other companies that use DPD).

 

 

Separately Shipped Items

Certain products are shipped directly from our suppliers in order to get them to you in the best condition. These include all live foods and certain bird baths. We clearly mark each item that will be shipped separately in the product description.

 

 

Delivery Phishing/Scam Email Attempts

If you receive an email asking for money for a parcel delivery, or something doesn't quite add up, please double check with the courier before handing over any money as this could be a scam. If you are unsure about an email you have received from a 3rd party such as a delivery company, we would always recommend going directly to that companies website and entering your tracking number rather than clicking the links in the email.

We cannot advise on this ourselves, but you can seek advice from our couriers who would be happy to advise further. You can find further information on these attempts on the Hermes website and on the DPD website.

 

 

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