ORDERING

Q: How can I find a particular product?
A: If you have a specific product you are looking for then you can type it into the search bar at the top of the page. 
If you have a vague idea what you are looking for then cast your eye along the top tool bar and see if any of the dropdown product categories are relevant to the product you require.
If you would like something that differs from the products you can see on our website then give us a call and we can either custom build or source something to suit your needs.

Q: How will my artificial plant, tree or hedge arrive?
A: 
Your artificial planting will arrive securely packaged in either a box or wrapped on a pallet, once unpackaged you can then dress out the foliage if necessary. Many of our potted items include a bonded stone finish, the stones will be supplied to you separately in a sealed packet. Snip a corner off the bag, pour the pre-glued stones over the card board or foam, spread the stones evenly in a thin layer and leave to set in a warm place. This should only take a couple of hours and then your display can be moved into position.

Q: Can I place an order for delivery outside the UK?
A: We can send our products anywhere in the world, however we do have to pass on the delivery charge to you. Please contact us with your delivery address and we will do our upmost to find the cheapest delivery option for you.

Q: Can you send samples of your artificial plants to me?
A: If you would like us to demonstrate the quality of any of our products get in touch and we will arrange samples to be sent where possible. For products where samples are not available we can send further close up images or images of products in situ.

Q: What are Evergreen Directs artificial trees and plants made from?
A: At Evergreen Direct quality is key and all of our artificial trees, plants and hedges are made from the highest quality silk, plastics and latex. Many of our products are also UV stabilised to protect the products from discolouring and fading outdoors. If you would like further information about the composition of any of the plants, hedges or trees do not hesitate to give us a call 01751 417776 or email enquiries@evergreendirect.co.uk.

Q: How do I place my order with Evergreen Direct?
A: All of the products that we have available can be purchased through this website, or alternatively over the phone. If you have any questions regarding an order, or if you would rather order over the phone then don't hesitate to give our friendly sales team a call on 01751 417776

Q: How do I Pay for my order?
A: All major credit cards, PayPal, bank transfers and cheques payable to Evergreen Trees & Shrubs Ltd are accepted. We can set up accounts for trade customers. All payments are taken through Sage Pay which safely processes payments on our behalf and is recognised worldwide for its security. If you would prefer making a payment over the telephone as opposed to through our website then give us a call on 01751 417776. All of our prices are VAT inclusive

Q: Is it safe to place an order with you online?
A: Shopping online at Evergreen Direct is extremely safe, we have invested in all the relevant security systems to ensure all your details are safe and processed correctly. All card processing is done using the latest EV SSL encryption techniques and no payment details are stored

Q: Do you offer trade prices?
A: We do offer a trade discount on larger orders, please contact us to discuss your requirements and the discount we can offer.
 

DELIVERY

Q: How much is delivery?
A: Delivery is Free of charge on orders over £150*.  Delivery charges for orders under £150 are to cover the cost of postage and packaging, the prices are based on the size and weight of your product. When multiple items are ordered we are often able to package them together which reduces the per unit delivery charge. To see exactly how much postage costs are, 
add all the products you wish to order to your basket, the delivery price will be shown before you commit to buy. Make sure you have put in the correct delivery postcode as this can affect the delivery charge. *T&C's Apply

Q: Do you offer free of charge delivery
A: We offer free delivery on orders that are being delivered within mainland UK and total £150 or more. T&C's apply

Q: How will my artificial plant, tree or hedge arrive?
A: Your artificial planting will arrive securely packaged in either a box or wrapped on a pallet. During transit some of the leaves or branches may become a little squashed, therefore, once unpackaged, you may well need to dress out the foliage and bend any branches back out to make the item look as the item on the website. Many of our potted items include a bonded stone finish, the pre glued stones will be supplied to you separately in a sealed packet. You just need to pour the stones over the card board or foam insert, spread evenly and leave to set. This should only take a couple of hours.
 

Q: I live outside of the UK, do you only deliver within the UK or worldwide?
A: We can arrange worldwide delivery of your order, however, our website is only set up for deliveries within the UK and Ireland. If you require delivery outside the UK and ROI then please do not hesitate to get in touch with us listing the items you would like to order. We can then find a quote, according to box dimensions and weight, we will do our upmost to find the cheapest delivery option to your required address. 

Q: How quickly can I expect delivery of my order?
A: At Evergreen Direct we always aim to dispatch your order the same day or next working day. Many of our items that are un-potted or do not require a bespoke potting service can be dispatched the same day of order (if placed before 2pm). Any bespoke items such as hand built trees, trees or plants that you require potting into a selected planter will take anywhere between 2-7 working days to be dispatched. All hedges are made to order, the lead time is seasonal and can take between 2 to 4 weeks to be built. If your order is urgent we would always recommend confirming the current lead time before placing your order. If you have a tight deadline then please do not hesitate to get in touch and we will do our upmost to work towards this. We will always send you an e mail when we dispatch your goods so you know when your order is on its way and the expected delivery date.

Q: Tell me about your delivery service, does my order need to be signed for?
A: When ordering through our website you have the option to have your goods delivered to an alternative delivery address. We use external delivery couriers, if you have ordered one of our smaller items this will be sent via 1st Class Royal Mail, larger items will be sent via APC, grass chairs/sofas, some trees and hedges are sent via Palletways. You will receive an email or text to alert you that your goods have been dispatched, tracking details (if available) and the expected day for delivery. Deliveries take place Monday to Friday (except Bank Holidays) 8am - 5pm except Royal Mail which may deliver on a Saturday. A signature will be required for all courier deliveries. Please note, to cover yourself for insurance purposes, if you do not have time to check your goods at point of delivery please make sure you sign for you item as 'unchecked' or 'damaged'. We will not be able to claim for any damage for you if you sign without this disclaimer.

Q: When delivered can the courier bring the goods into my home or garden?
A: Your order will be delivered via a kerbside delivery service. This means the driver is only obliged to off load your order from vehicle to the roadside that borders your premises. This service does not include set up, assembly or removal of packaging. For this reason it is advised, that you organise help to move larger items into your premises. If this is not possible we can arrange a bespoke courier for you, this likely to incur an additional charge. Please call for more information.

Q: Does my postcode fall under UK Mainland or Highlands and Islands?
A: All postcodes that fall under Highlands and Islands are as follows:
AB37 – 38, AB41 – 45, AB51 - 56, FK17 – 21, IV1 – 20, IV21 - 28, IV30 – 37, IV40, IV52 - 54, IV63, PA21 – 40, PA80, PH15 – 26, PH30 - 41, PH49 – 50, KW1 - 14, All Isle of Wight, All Isle of Man, All Scottish Islands.
 

ORDERS

Q: I've made a mistake in my order can I correct it?
A: If you realise that you have made a mistake with your order or have changed your mind - don't worry. Give us a call and we can rectify your details or change the order. If your goods have already been dispatched still give us a ring to let us know and we will do our best to find another way to rectify the problem for you.

PAYMENT AND DISCOUNTS

Q: Do you offer trade prices?
A: We do offer a trade discount on larger orders, please contact us to discuss your requirements and the discount we can offer.

Q: How do I Pay for my order?
A: All major credit cards, paypal, bank transfers and cheques payable to Evergreen Trees & Shrubs Ltd are accepted. We can set up accounts for trade customers. However, we will need three orders to be paid for upon despatch to build up a credit history before you apply for an account. All payments are taken through Sage Pay which is a registered organisation that safely processes payments on our behalf and is recognised worldwide for its security. If you would prefer making a payment over the telephone as opposed to through our website then give us a call on 01751 417776. All of our prices are VAT inclusive

Q: Is making payment safe through Evergreen Direct?
A: Payment through Evergreen Direct is extremely safe, we have invested in all the relevant security systems to ensure all your details are safe and processed correctly. All card processing is done using the latest EV SSL encryption techniques and no payment details are stored.

RETURNS

Q: How do I return an item?
A: The items can either be returned through the post office or a courier firm (either arranged by us or yourself). For us to collect the item(s), we would deduct the fee from any refunds due. To return the item, it must be returned in the original packaging, cannot have been used or have been left outdoors. Please contact us to advise you are returning an item within 7 working days of delivery and we will provide you with a warehouse returns address. Remember to always put your name, address and order number in the parcel.

Q: What is your returns policy?
A: At Evergreen Direct we want to make sure you are satisfied with the plants you have chosen and give you 7 working days from delivery to decide if you are happy with them. If you decide they are not what you are looking for then please contact us within the 7 working day period to alert us. To return the item, it cannot be used or have been left outdoors and must be re-packed in original packaging. Returns can only be made on non bespoke items. A bespoke item is classed as a tree, hedge or plant that has been made exactly to your specifications and or dimensions. These products have been made specifically to your requirements and therefore cannot be resold. We can either arrange collection of your goods or you can arrange your own courier/ Royal Mail to collect the goods from you. We do not offer free returns and therefore the return carriage is at the cost of the customer.  Please ensure the goods are insured in transit to cover you for any breakages en route and that you have proof of posting. A refund to the original payment method will be made within 14 days of return.

PRODUCTS

Q: If I need a specific product that I can't see on your website can you get hold of it?
A: At Evergreen we are an importer as well as a manufacturer of artificial trees, plants and hedging. We have a team of highly skilled staff that are very good at custom building planting solutions and adapting various styles to specific needs. The vast majority of our orders are for bespoke designs so do not hesitate in giving us a call and making use of our complementary design service. If we do not have a product to suit your requirements, subject to quantity and lead time we would be happy to source and import a particular product to suit your needs. Get in touch for more information

Q: Can you send samples of your artificial plants to me?
A: If you would like us to demonstrate the quality of any of our products get in touch and we will arrange samples to be sent where possible. For products where samples are not available we can send further close up images or images of products in situ.

Q: What are Evergreen Directs artificial trees and plants made from?
A: At Evergreen Direct quality is key and all of our artificial trees, plants and hedges are made from the highest quality silk, plastics and latex to name a few. Many of our products are also UV stabilised to protect the products from discolouring and fading outdoors. If you would like further information about the composition of any of our planting, do not hesitate in giving us a call.

OTHER QUESTIONS

If we haven't been able to answer one of your questions here then please do get in touch and we would be more than happy to answer any other queries you have. 01751 417776

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We Are Here To Help

Whether it is some simple advice to help you select a product or a full complementary design service we have artificial planting specialists ready to take your call:

01751 417776