Our Delivery Policy

Important Information For All Delivery Services

Most Deliveries will arrive on an 18 tonne, 35-foot large vehicle & delivery is strictly kerbside. 

Please inspect your items before the driver leaves.
This includes opening all packaging and checking the condition of the goods. If you notice any damage, you must inform the driver immediately and refuse the delivery. Do not sign for or accept the items. If you accept the delivery without reporting any damage or faults at the time, and later request a return, a return fee will unfortunately be charged depending on how we delivered your order.(£150 per pallet) or (£55 boxed/loose item)

Please ensure someone is at the property to receive & correctly inspect the goods on the delivery day. Provided contact numbers must be contactable on the delivery day. If we are unable to deliver due to no response at the property or via phone (within 15 minutes of drivers arrival), the customer will incur redelivery charges depending on how we dispatched your order (£150 per pallet) or (£55 boxed/loose item). If you are purchasing goods for a third party, it is the purchaser’s responsibility to inform the intended receiver.

Packaging: A pallet removal service is available for an additional £25 (per pallet)  and must be arranged before delivery, as the driver can only remove the pallet if this has been pre‑booked. Please note that if this service is not added, all packaging — including pallets — will be left with the customer at the point of delivery. If you would like to add pallet removal to your order, please contact us directly.

Delivery Services That We Offer

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 & delivery will be kerbside.

Speedy 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 & delivery will be kerbside. 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 before the delivery leaves the nursery.

AM or PM Delivery Service

Delivery will be kerbside and will arrive on an 18-tonne, 35-foot lorry & delivery will be kerbside. You have a delivery window between (AM: 8 AM – 12 PM) (PM: 12 PM – 6 PM).

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.

Cancelling/Amending Your Order

You may cancel or amend your order within 2 days of placing it (for speedy delivery) & 4 days (for free delivery).

Any changes requested after this period up until the dispatch day (6 days before your delivery date) will incur an admin fee of £20 per order. Any changes requested after your order has been dispatched, will incur the the charge of £150 per pallet/£55(parcel). (Please note, this does not include adding to your order)

To view the returns policy please click here.

Delivery Time Scale & ETA’s

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. Please feel free to call our friendly delivery depot, Action Roadways 0208 311 9151 (pallet delivery) or A to Z Couriers 01689 873 771 (loose item/parcel) , on the morning of your delivery day to receive an estimated arrival time.

Restricted Road & Property Access Service

If you have selected this option at checkout, delivery will arrive on a 7.5-tonne smaller vehicle. You have a delivery window between 8 am – 6 pm on your delivery day & delivery will be kerbside. It is your responsibility to inform us when placing your order, how much access there is to your property. Where parking fines are imposed, the customer is responsible for paying the full amount of the fine. Failure to inform us that the delivery has restrictions, 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. Examples include:

• Insufficient parking
• Single-track roads
• Restricted areas,
• Dead-ends or closes
• Tight turns and small entrances
• Single/double yellow/red lines where the driver will be unable to stop to unload
• Low-hanging branches
• Road closures etc)

Leaving Goods Safe At Property

If you would like your goods to be left in a safe place while no one is home to sign for the delivery, we require written permission by email or on your order notes, at least two working days before your delivery date. Sutton Manor Nursery cannot be held responsible for any damaged/stolen/ faulty/incorrect goods.

Please note that the driver can only place the goods as far as their trolley allows. This means they may not be able to position the items exactly where you would like them to be. 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).

Minor Damages On Trees or Pots

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. We also allow minor wear and tear for our pots on delivery too.

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.