Delivery and Returns

SMALL PARCEL DELIVERY

These items will be sent to you via first class royal mail. We will notify you by email on dispatch of these goods and you can expect them to arrive with your regular mail a couple of days after this email.

DOORSTEP DELIVERY

Most of our products once prepared, are dispatched on a next working day courier service via APC. Upon dispatch we will email you to let you know you can expect your goods the following working day and tracking details will follow from APC. APC operate a doorstep delivery service and will drop the goods with you at the entrance of your dwelling.

PALLET DELIVERY

For bulk orders, or large items we send goods out on a pallet through the Pallet Network. This is a kerbside delivery service which means the driver is obliged to offload your order from the vehicle to the roadside the borders your premises. This service does not include set up, assembly, or removal of packaging. For this reason it is advised for these deliveries you organise help being available to move items into your premises. The contact details that you provide at the point of order are passed on to the pallet company to contact you directly for arrange a delivery date.

If there fails to be someone to accept delivery of the pallet once the delivery has been scheduled, you would need to arrange re-delivery which the Pallet Network charge approx £70 per pallet for. We also need to know if there are any weight/size restrictions at your address that would restrict certain vehicles delivering your order.

HOW WILL MY ORDER BE DELIVERED?

We will send your order using the fastest, safest and most reliable delivery method possible. We will select the appropriate delivery method and carrier when you order. It is currently not possible to choose a carrier. We will email you on dispatch to let you know what method your order has been dispatched using

DISPATCH COSTS

For any postcodes our courier specifies as mainland UK, standard delivery will be Free. For other postcodes to find the shipping cost simply add the products you require to your basket and there is a delivery cost calculator based on your postcode, no other information is required. Quotations and orders made via email or telephone may not always reflect the free delivery offer. Delivery of special/bespoke orders are not included in the free delivery offer. The free UK delivery that is offered is our standard service and therefore if an upgraded delivery is required a surcharge may be applicable to cover the additional cost of this service.

UK MAINLAND DEFINITION

UK mainland is an area pre-determined by our couriers that covers the central land mass of the UK. This sadly excludes any islands, Northern Ireland, and less densely populated areas of Scotland including the postcodes that start with HS, IV, KW, PA, PH, AB and DD. These areas are defined by each courier depending on their depot location and capabilities. Non UK mainland post codes incur extra delivery costs and may take longer in transit to reach you. Because the UK mainland zones are out of our control we are always to happy to ‘shop around’ to find the most cost effective shipping method/ courier to suit your address and order.

INTERNATIONAL SHIPPING

For orders £1000+ that would justify a pallet delivery service we can arrange this for you. Please contact us with your order requirements along with your delivery address and we can pull together a shipping quotation for you

For other orders that would be dispatched in standard parcels, our designated courier currently does not offer international shipping options. We can however help facilitate if you would like to arrange your own courier or we can send to a freight forwarder for you.

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 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 days 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, hanging basket, window box or hedge 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.