Everything you need to know about Shipping
From the point of receiving your order we will do everything we can to carefully select, pack and process it for dispatch the following day. However, all orders received after 4 pm on a Friday are not usually dispatched until Monday morning. There may be exceptions to this and depending on circumstances, it may just be that we manage to arrange dispatch for the Saturday morning. If you would like us to hold the order until Monday morning, then you may request this by contacting us at the time of ordering. As we are sending out live plants, it is imperative we get them to you as swiftly as possible. You are more than welcome to request a specific delivery date by contacting us when you make the order. Once your order has been processed and collected by Royal Mail you will be informed of the tracking number. It is then your responsibility to ensure the package arrives at a time and location that works best for you. Remember, they are living plants and we do not want them in transit for any longer than they need to be, this is why we use a 24-hour tracked service. Many of our customers choose a safe place for the package to be delivered and if we can see Royal Mail have carried out your request the responsibility of ensuring your plants reach you in a timely manner is yours.
In the event of a bank holiday, all orders are dispatched on the first available ‘working day’ proceeding the holiday.
As we are a UK only based business you can expect your parcel to be couriered with Royal Mail Tracked 24. This means you can always expect your parcel to arrive the day after dispatch.
We offer free shipping on all orders over £20. This is in addition to any other discounts or promotions that may be running.
All postage for orders less than £20.00 are £4.60
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. We encourage all our customers to contact us as soon as they receive a damaged item, in order for us to promptly resolve the matter you may be asked to email a photo of the damaged plant/goods.
To start a return, you can contact us at hollywhite@ilex-alba.co.uk. Please note that returns will need to be sent to the following address: 48 High Road, Gorleston, Norfolk, NR310PE
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hollywhite@ilex-alba.co.uk.
We do not offer local pick up as a service.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
From the point of receiving your order we will do everything we can to carefully select, pack and process your order for dispatch the following day. However, all orders received after 2 pm on a Friday are not usually dispatched until the Monday morning. There may be exceptions to this and depending on circumstances, it may just be that we manage to arrange dispatch for the Saturday morning. You see, we want you to receive your order as soon as possible. All orders are dispatched by Royal Mail and tracked. As soon as the parcel has been dispatched you will receive notification that your parcel is on its way with a tracking number which allows you to choose a ‘safe place’ or alternative arrangements if need be.
In the event of a bank holiday, all orders are dispatched on the first available ‘working day’ proceeding the holiday.
As we are a UK only based business you can expect your parcel to be couriered with Royal Mail Tracked 24. This means you can always expect your parcel to arrive the day after dispatch.
We offer free shipping on all orders over £20. This is in addition to any other discounts or promotions that may be running.
All postage for orders less than £20.00 are £4.60
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. We encourage all our customers to contact us as soon as they receive a damaged item, in order for us to promptly resolve the matter you may be asked to email a photo of the damaged plant/goods.
To start a return, you can contact us at hollywhite@ilex-alba.co.uk. Please note that returns will need to be sent to the following address: 48 High Road, Gorleston, Norfolk, NR310PE
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hollywhite@ilex-alba.co.uk.
We do not offer local pick up as a service.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.