Sutton Manor Nursery's Delivery Policy!
FREE UK MAINLAND DELIVERY ON MOST ITEMS
THIS INCLUDES MOST OF SCOTLAND
EXCLUDING THE FOLLOWING AREAS: AB, IV, PA20+, PH33, KW,PH14 area postcodes –(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.
For All Delivery Services: Delivery will arrive in a large vehicle (18 tonnes, 35-foot lorry) and is strictly kerbside. It is imperative that you check your item/items before the driver leaves! This means opening the box or inspecting the trees on the pallet. If you find any damage at this point please inform the driver that you are rejecting your delivery and do not sign and accept 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 will occur. Please ensure someone is at the property to receive & inspect the goods on the delivery day. If you are purchasing goods for a third party, it is the purchaser's responsibility to inform the intended receiver. If there is no one at the property to check, receive and sign for the order, this will result in a re-delivery charge of £150.
Our Free Delivery Service: Your delivery will arrive on your selected delivery day during a window of 9am-6pm with no time slots given. (Please call our office on the day of your delivery to receive an estimated time of arrival) Due to high demand for the
FREE DELIVERY SERVICE, we are experiencing 3% rollovers to the next following working day, this may happen because of the driver's tachograph hours or the increased traffic and delivery schedules. 97% of the free deliveries are arriving on time, however we do not get an update on roll-overs from the delivery company until the following day. If it's
imperative your delivery has to arrive on a given day, then we suggest upgrading at the booking point to an AM or PM slot).
AM or PM Delivery Service
AM DELIVERY (£40) : a delivery window of 9am - 12pm with no time slots given. PM DELIVERY (£40) : a delivery window of 1 pm- 6 pm with no time slots given.
Delivery Time Scale: Our 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 an EXPRESS DELIVERY option over the phone on 01322 868 735 and an additional charge of £30 per pallet can be applied.
Property Access : It is your responsibility to inform in advance how much access there is to your property
(single track road, dead end or close, 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 etc) for a kerbside delivery or as close to your property as possible. You are then responsible for the moving of your tree thereafter. Please note if smaller vehicles are required for access there will be an extra fee £30. FAILURE TO INFORM US THAT ACCESS REQUIRES A SMALLER VEHICLE ON THE DELIVERY DAY, THERE WILL BE AN EXTRA FEE OF £150 ON THE DAY AND IT IS UNDER THE DRIVERS DISCRETION IF THE LARGER VEHICLE CANNOT ACCESS NEAR TO YOUR PROPERTY AT DELIVERY POINT.
Leaving Goods Safe At Property : IMPORTANT- 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 prior to your delivery
If the item/items arrive on a pallet, the driver will only be able to go
as far as his pallet truck 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 ext...
- Non-Hard Surfaces – stones, shingle drive, gravel ext…
- Width restriction or obstacles in the way
- Too far for one driver to push or pull a large tree, there for 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 (drivers discretion)
By accepting your tree 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. For free returns you must be at the delivering property at the point of your delivery and reject any goods that may be damaged or goods that may be incorrect. If you wish to return your goods after you have requested them to be left safe, there is a collection and return fee £150. The items must be returned back to us in the same condition as they arrived in including all packaging applied as it was delivered.
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.
Cancelling/Amending your order: If you cancel or amend your order from after 10 working days from your delivery date or after the driver has left due to a change of mind on your purchase, there is £150 return fee on pallets and £55 on box orders.
Return/Collection: In the unlikely event that you should be dissatisfied with your order, your rights under the distance selling regulation allows you to return your item in the same condition they were received withing 14 days of the delivery, the return costs are £150. For change of mind the goods must be in original condition (this includes the pots, the soil, the plants) and in original box or pallet. You will need to repackage the good/goods in the original box supplied or if delivered by pallet delivery, the tree must be secured tightly in the same manner in which your goods arrived to you. Once Sutton Manor Nursery has received and inspected the return of goods and are satisfied, a refund which recollection fees (£150) will be deducted. It is very important for customers to keep the original delivery packaging and materials if the customer wishes to return an item, If the customer does not keep the original packaging, and Sutton manor send out replacement packaging materials additional fees on the pallet and box return fee will apply. If you wish to organise for your goods to be returned by your own courier there will be a restocking fee of £20 per order. Goods must be received in the same condition as they were sent, please note when returning your goods by your own nominated courier if the goods we receive have been damaged in anyway this will affect your refund amount.
RETURNING A POT BACK TO SUTTON MANOR NURSERY?
Please see the video provided within the following link: https://www.youtube.com/watch?v=gw55yB9sHpA
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 our plants or trees for the way they have been maintained once they have been delivered to the customer, watering, drainage, re-potting, 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.
