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When you order…Please give us your email address and phone number. We can then let you know when your order is despatched and the date delivery is due.If you have a special request about delivery, please email firstname.lastname@example.org or phone 0800 978 8879 (free if called from a UK landline). We’ll be happy to help if we can.In rare cases we may have to refuse an order. We’ll let you know if this applies to you, and if you’ve already paid we’ll give you a full refund.When we receive your order…We pack your items carefully, using quality packing materials that are tried and tested for home delivery. That way, we can be confident that your package should arrive safely.If you order before 2pm Monday to Friday, we despatch your item the same day. If you order after that time, or your item is big or bulky, we despatch the next working day.Who delivers your goods…If you’re Local to the Beckenham area or in the London Borough of Bromley, we often do our own deliveries. Most other packages are delivered by the Royal Mail. Big or bulky items are delivered by a reputable courier company, such as Parcel Force, UPS or Hermes.Usually couriers will only deliver when there is someone there to sign for the goods. Please let us know what you’d like the courier to do if you’re not in. For example, they could leave your package in a safe place, or with a neighbour who would be happy to look after it for you. We will follow any specific delivery instructions you provide, but please note it’s at your own risk, we are not liable for any costs you may incur if delivery is delayed or fails.If your order is very large, heavy or bulky, it may be delivered on a pallet. The driver will lower the pallet to ground level at the kerb to unload. The surface must be flat and level, such as tarmacadam or concrete. The tail-lift vehicle will not operate on grass, gravel or dirt surfaces, so they won’t deliver to back gardens etc. Before dispatch, we will contact you to discuss the logistics of pallet deliveries.When your item arrives…If the item is faulty or damaged, please let us know immediately and we will arrange a replacement or refund.What it costs…For orders over £20.00, delivery is FREE to addresses local to the Beckenham area or in the London Borough of Bromley. For full details, please see our Free local delivery page.Standard delivery charges apply throughout the UK, Northern Ireland, Highlands and Islands of Scotland. Please note it may cost extra to deliver bulky or heavy items, or to particularly remote destinations. If this applies to you, please phone 0800 978 8879 (free from a UK landline).We are happy to deliver anywhere in the world. Please contact email@example.com or phone 0800 978 8879 for an international delivery quote.How long it takes…UK delivery usually takes two to three days after despatch. Other parts of the world may take a little longer – we’ll always let you know when your order has been dispatched. If you need something urgently, please see our Get it fast page.Plant orders are only sent out on Mondays, Tuesdays and Wednesdays – this is so that delicate plants are not held in a postal sorting depot over the weekend. If delivery is delayed by bad weather, we’ll let you know. If you haven’t received your plants within four days of despatch, please phone 0800 978 8879.