Our Delivery Policy

All Deliveries will arrive in a LARGE VEHICLE (18 tonnes, 35-foot lorry – unless you have paid for a smaller vehicle) ALL DELIVERIES ARE STRICTLY KERBSIDE.

Important Information For All Delivery Services

You must check your item/items before the driver leaves! This means opening all packaging. If you find any damage at this point, please inform the driver that you are rejecting your delivery and do not sign and accept the goods. If you accept faulty goods and do not follow the above requirements and wish to return the items after the driver has left a return fee of £150 per pallet will occur.

Please ensure someone is at the property to receive & inspect the goods on the delivery day. Provided contact numbers must be contactable on the day of the delivery. If there is no answer at the delivery address or are difficulties locating the property, we are more likely to resolve any issues if we contact you via phone.

If we are unable to deliver due to no response at the property or via phone, the customer will incur redelivery charges of £150 per pallet. If you are purchasing goods for a third party, it is the purchaser’s responsibility to inform the intended receiver.

Due to high demand, we are experiencing 3% rollovers to the following day or the next available day due to the driver’s tachograph hours and the increased traffic. This means that 97% of our free deliveries are arriving on time! Unfortunately, we will not receive an update to inform us that the delivery day has rolled over from the couriers until the following day.

Delivery Time Scale

Our free deliveries are usually around 7 working days from the time of your order date. Once in the checkout section of the website, you will find a drop-down calendar to choose your specific delivery day! If you need your delivery sooner, we offer a Speedy Delivery option at checkout too! If you need your item sooner, collections from the nursery are welcome.

Free Delivery Service

Delivery will arrive on an 18-tonne, 35-foot lorry. You have a delivery window between 8 am – 6 pm on your delivery day. Please feel free to call our friendly delivery depot, Action Roadways 0208 311 9151, on the morning of your delivery day, after 10 am to receive an estimated arrival time. We offer free UK mainland delivery on most items. This includes most of Scotland. Excluding the following areas: AB, IV, PA20+, PH33, KW,PH14 please call or email for further information on the surcharges to these postcodes) Additional fees may occur for highlands, islands and Isle Of Wight on request per Postcode area.

Speedy Delivery Service

Speedy delivery is £40 per pallet. We will try our best to get all items on one pallet, however in the case it must fit on multiple pallets, we will require additional payment. Delivery will arrive on an 18-tonne, 35-foot lorry. You have a delivery window between 8 am – 6 pm on your delivery day. Please feel free to call our friendly delivery depot, Action Roadways 0208 311 9151, on the morning of your delivery day, after 10 am to receive an estimated arrival time.

AM or PM Delivery Service

Delivery will arrive on an 18-tonne, 35-foot lorry. You have a delivery window between (AM: 9 AM – 12 PM) (PM: 12 PM – 6 PM). Please feel free to call our friendly delivery depot, Action Roadways 0208 311 9151, on the day of your delivery to receive an estimated arrival time. Please note: There’s a potential chance that small orders won’t be able to be delivered as the AM / PM service, this is due to transport rules. In this case, we would hold your order and refund you the extra delivery charges.

Restricted Road Access Service

Delivery will arrive on a 7.5-tonne smaller vehicle. You have a delivery window between 8 am – 6 pm on your delivery day. Please feel free to call our friendly delivery depot, Action Roadways 0208 311 9151, on the morning of your delivery day, after 10 am to receive an estimated arrival time.

Property Access

It is your responsibility to inform us when placing your order, how much access there is to your property. (EG: insufficient parking, single-track roads, restricted areas, dead-ends or closes, tight turns and small entrances, single and double yellow and red lines where the driver will be unable to stop to unload, low-hanging branches, road closures etc). Please note if the driver must stop in restricted areas or any of the above, where fines are imposed, the customer is responsible for paying the full amount of the fine. Failure to inform us that the delivery requires a smaller vehicle, unfortunately, there will be an extra redelivery fee of £150 per pallet. Please note: It will be the driver’s discretion if the larger vehicle is not suitable to get to the delivery location.

Leaving Goods Safe At Property

If you wish for your goods to be left safe at your property whilst nobody is home to sign for the delivery, we must have written permission via email at least two working days before your delivery. The driver will only be able to go as far as his trolley will allow him to. This means that the driver may not be able to get the good/goods to the position that you require.

Factors that will affect the driver leaving your goods in your required position:

• Different Surface Levels – steps, curbs, ramps etc…
• Non-hard surfaces – stones, shingle drive, gravel etc…
• Width restriction or obstacles in the way
• Too far for one driver to push or pull a large tree, therefore the driver will leave at the point he can get to.

If any of the above circumstances occur, this means the driver will leave the good/s at whatever point he can get to (driver’s discretion).

By accepting your GOODS to be left safe at the property whilst nobody is home means Sutton Manor Nursery cannot be held responsible for any damaged/stolen/ goods/incorrect goods. If you wish to return your goods after you have requested them to be left safe, there is a collection and return fee of £150 per pallet. If you wish to go ahead, please request a return via email.

Minor Damages On Trees

Please note that large trees above 2M (including the pot) are taller than the internal height of the delivery vehicle so therefore, the branches of the tree will have to bend over be and tied down. Sometimes some branches can snap, this will not affect the health of the tree in any way so please trim those branches and the tree will replenish.

Live Plants Cannot Be Guaranteed

All of our Olive trees are fully inspected and health checked by the UK Government Body Of Plant Care And Health (DEFRA) for Xylella Fastidiosa and are disease-free. Sutton Manor Nursery cannot be held responsible or give guarantees to any of our plants or trees for the way they have been maintained once they have been delivered. This includes watering, drainage, weather, re-potting/replanting, etc. We cannot accept responsibility for any airborne pest, and diseases such as box blight, larvae/grubs, fungal leaf spots, or aphids within the environment. If you have any of the sort, we advise you to contact DEFRA to inspect the issue.

Cancelling/Amending Your Order

Orders can not be amended or cancelled 10 days before your delivery date. If you wish to cancel, or amend any information regarding your order or delivery.

To view the returns policy please click here.