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Frequently Asked Questions

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How the nursery is running during the coronavirus crisis?

 

We are now fully open to the public from 11am - 6pm each day (closed Tuesdays). In addition we are offering:

  • An extensive delivery service throughout Oxfordshire
  • Click & Collect (10-11am or 5-6pm)

You may find the nursery is looking a little different when you come to visit. It is still packed with a plethora of exciting plants but we have changed things round to give everyone more room, moved our till to a spacious area at the front of the nursery and have streamlined our checkout process. Our current team consists of:

 

Simon: Delivering your orders in our van and serving customers.

Lucy: Picking out stock for deliveries, stock-taking, ordering plants. Serving customers on the nursery.

Liz: Gathering up all the orders, potting up plants, general logistics

Andrew: Looking after all our precious plants and keeping the nursery looking amazing.

Sally & Gemma: Picking out orders, answering our phones and emails Monday - Friday (please be patient as it may take a day or so to get back to you). They are also updating the website in between calls

Jimmy: Helping customers collect their orders, watering the nursery and filtering people in so we are not overcrowded.

Sarah, Judy & Cathy : Working on the nursery each weekday picking out orders for delivery and collection and manning the tills.

Jan: Jan is looking after out market stall in Kidlington each Friday and Saturday.

Laura (Working from home) Updating the website as fast as she can with all the lovely new stock 

 

Frequently Asked Questions

Visit the nursery

 

Is the nursery open to the public?

Yes are open from 11am-6pm each day (closed on Tuesdays), no booking required. Just pop in and visit us. We are very well stocked with loads of lovely plants and lots more.

 

If I visit the nursery will it be busy?

The nursery is very spacious and rarely gets crowded even on a busy weekend. We have spaced our displays out, and moved our till area, so everyone can easily keep their distance. You may have to park in our overflow car park on busy days.

Do I have to wear a mask?

As we are an outdoor space, customers are not required to wear a mask however many of our customers choose to do so. Do wear a mask if it makes you feel more comfortable. Our staff always keep a safe distance even at the checkout area

Is your tea room open?

Not at the moment I'm afraid - it wasn't safe to have it open during the Covid19 outbreak. We are hoping to get it up and running again in mid September, with some changes

 

Deliveries & Collections 

Can I collect my order? 

We are offering a Click and Collect service for those able to travel. When checking out select this option - it will take us between 24 and 48 hours to get your order together. When its ready you will receive an email telling you your order is ready for collection - please check your junk folder for this email. 

Orders can be collected from 10-11am and 5-6pm (every day except Tuesdays).

Please wait for an email confirmation to say that your plants are ready.

 

How long do I have to collect my order? 

Please try and collect your order as soon as possible once you have received an email saying that it is ready for collection, and certainly within 7 days. If you haven't collected your order within 7 days we will send you a reminder. Unfortunately if you still haven't collected your order within 10 days then we will put your plants back out for sale and refund you (minus a 10% restocking fee).

 

Do you deliver to my area?

CLICK HERE to view all the postcodes we deliver to and our delivery costs.

 

How long will my order take to arrive?

We do deliveries around twice a week (usually on a Monday and Thursday). We don't email or phone you in advance of delivery, but don't worry if you are out when we deliver - the driver will leave your order in a safe place (if you have specific instructions please write them in the 'comments' section at checkout)

 

Can I add to my order once I have paid?

Yes, as long as you contact us very soon after ordering and your order hasn't yet been loaded on to our lorry for delivery. Just give us a call and we will see what we can do

 

Some items are missing from my delivery - are they coming later?

Occasionally we may run out of stock of a particular item. We may deliver the rest of your order without this item so you are not waiting for too long. If this happens we will deliver the missing item at a later date (or refund you if we are unable to get it in again). We will let you know if we need to do this

 

Why have I have been refunded for a plant?

Plants are living things and occasionally when we come to pick one out for delivery we find that it's not thriving and so are not happy to send it out. If we are unable to get any more of that plant in in the near future we will refund you for that item.

 

Website and payment queries:

When I get to checkout it says you can't ship to my area even though I am local, why is this?

This happens when you don't put a space in the postcode i.e you need to write OX5 3BA not OX53BA.

 

How can I remove items from my barrow?

Click on the wheelbarrow symbol in the top right hand corner of the page, then select 'view cart'. You can then remove items or amend quantities of each item.

 

Can I place my order over the phone?

Yes of course. If you get the answerphone please leave a message and we can call you back.

 

Why can't I add this item to my barrow? Why is the only option 'add to wish-list'?

This means that the item is out of stock. Anything that is in stock will have a green 'add to barrow' button below it. It this button isn't there then we don't have the item in at the moment. It may well come in later. You can add it to your 'wish list' but the wish list is for your own reference only - we can't see it.

 

Stock queries:

Lots of plants are out of stock, will you be getting more in?

Most likely yes - if you can see the plant on the website but there is no 'add to barrow' button it means it is out of stock but we may well be getting more in. Please keep checking back as new stock comes in several times a week and we update the website daily. Our growers are under a lot of pressure and working on a skeleton staff so stock is taking longer to reach us than usual.

 

Can you order plants in for me?

We may be able to get plants in for you if you are after a fair quantity of one variety. Please email us to check. We can't take requests for lots of different plants or planting lists at this time I'm afraid due to staff shortage.

 

 

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