The following information forms an integral part of our Business Terms and Conditions. Click here to visit terms and conditions.
Processing your order
We always pick out the happiest and healthiest plants for dispatch. Your tree will be one of many grown and will not look identical to the image of that size and/or species you have viewed in our shop. The photographs of stock are representative images. Young trees are like children; within any age group they are variable in shape and size, but all of them are delightful!
Your tree may have been pruned: We prune our stock. Eucalyptus are mad about producing a great deal of top growth and sometimes forget about their roots. For this reason we nip out shoot tips and often the growing tip to slow them down (it removes growth hormones, which are held in the shoot tips). This makes them concentrate on building up their roots, strengthening their trunk and becoming more bushy up top.
Young Eucalyptus have particularly soft foliage and stems. If any minor damage is sustained in transit, this is not a problem; just pruned it off and new shoots will soon regrow.
Timing to dispatch: We aim to send out your order the week after we receive cleared funds in our bank account. Generally, orders are picked on a Monday and hydrated for their journey, packed on a Tuesday, collected by the courier on Wednesday and delivered to you on Thursday, Friday at the latest. Your order should certainly be with you within 14 working days of order, unless you have arranged otherwise. If for any reason this is not possible, or we anticipate a delay in your order being ready for dispatch, we will contact you and advise you when you will receive your order. If this is not acceptable to you, we will offer you the option of a full or partial refund, as appropriate. If you would like your order for a specific date, have dispatch delayed until you are back from holiday and ready to plant it, then do please ping us an email and let us know what you would like to do.
Ordering on line: you will receive an email when your order is being processed and advised of when your order is in transit.
Ordering by telephone: Yes, this is possible. Just call us on 0751 526 1511 between 9am and 5pm Monday to Friday and we are happy to help.
Ordering by post: You are welcome to order by post, please include your telephone number (preferably your mobile number) so we can contact you to confirm details.
Eucalyptus in Safe Places: Please advise us of a safe place to leave your parcel: it could be the front porch, back garden, local corner shop (if willing), friendly neighbour guaranteed to be home. Many couriers will not leave your parcel unless you are home to receive it and in some instances, it can take up to 4 days to re-arrange a delivery, which is not great for your tree. Some drivers will leave the parcel if you pin a signed written instruction on your front door, detailing where to deposit the parcel, if you are out at the time of delivery.
Packaging: All plants are dispatched in sturdy, purpose-made cardboard boxes. Pots are put in plastic bags to prevent leaking and if the plant is tall, it is secured to a bamboo cane to prevent it from flapping around. Sometimes the very top of the tree is folded over inside the box; it is soft and flexible and will soon bounce back - this is quite normal.
Shipping of large orders: If you have a large order of say 12 x 3 litre plants or more, this may be shipped on a pallet, through the pallet network. Sometimes we will make a timber crate for them to travel in, if required. Delivery is to kerbside only. You or your representative will need to be present at the time of delivery to check and sign for the consignment.
Collecting from the Nursery: we are more than happy for customers to collect trees from our nursery dispatch area (which happens to be in our car park!), by appointment. After all, this saves you the cost of shipping.
Please be aware that our nursery is a commercial production nursery and not open to the general public or cold callers. Collections need to be booked in for a specified date and time, to ensure that somebody is available to meet you and hand over your order. To make an appointment please call us on 0751 526 1511
£10 standard delivery on all tree orders, no matter how many trees you purchase (UK Mainland Only).
£20 express delivery on all tree orders, no matter how many trees you purchase (UK Mainland, weekdays only).
Worried about your order? If you have a concern, no matter what it is, call us on the telephone on 0751 526 151. If we are busy and cannot answer immediately, leave a message and we will return your call at our next opportunity. Alternatively email us at to email@example.com
Damaged in transit? We’re very sorry to hear this and apologise for any inconvenience caused. If you call us on 0751 526 1511 or email to firstname.lastname@example.org our friendly and helpful team will help resolve the issue as quickly as possible.
Not what you ordered? We will always send you our happiest and healthiest plants, correctly labelled and true to type. If you feel that, for any reason, the plants we have sent to you do not meet with this high standard and you wish to return the order, please contact us by telephone or email, within fourteen days of receipt of your order and we will (without quibble) refund the cost of the plants rejected or send you replacements (provided they are available), at our discretion. To find out what has gone wrong with your original order, we do request that you to send us photographs of the plant(s) or may ask you to return the problem plants to us. Under these circumstances, we will also refund you with the cost of the return postage. Postage reimbursement is limited to standard weekday shipping rates for the size of the returned parcel, with the best value courier.
Changed your mind and want to return the order? You have the right to return any product within 14 days of receiving the last item of your order. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of lack of due care). However, we advise that you contact us as soon as possible about your need to return your order. All of our plant products are living and therefore perishable, the longer they are left the more likely they will become unsalable, reducing the amount we are liable to refund.
Refunds will be made within 14 days of receiving the goods back or from 14 days of proof of return. If a more expensive service (I.e. Next day, Nominated Day or Saturday Delivery) was chosen, only our standard delivery charge will be refunded along with the amount paid for the products. The cost of returning the order and the risk of the item(s) being lost or damaged in transit when returning must be borne by the customer. It is advisable that the customer obtains insurance to protect the returning parcel; enough to cover the full value should anything go wrong during transit.
To where do I return items? Please note you must first notify us by phone on 0751 526 1511, and subsequently by email to email@example.com or letter of your cancellation and return.
You can only return items by post if they were ordered online or by phone directly from hardy-eucalyptus.com or Grafton Nursery. The products must be returned in the original packaging or secure packaging and be traceable (Recorded Delivery).
Please make all returns out to: Grafton Nursery, Worcester Road, Grafton Flyford, Worcester WR7 4PW
I ordered a gift voucher. Can I return it and get a refund? Yes, gift cards/vouchers can be cancelled within 14 days of purchase. Please call 0751 526 1511 quoting your order number and gift card/voucher number. Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order. The amount refunded will depend on two factors: the purchase price (not full value of the gift card) and any deductions already made on the card. We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.
I ordered and purchased using a gift voucher. How do I get a refund? If you are returning an item, changing an item or an item was damaged/broken on delivery a refund of the purchase value will be made to a gift card within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same card please supply the gift card/voucher number.
How long does it take to get a refund? All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods. We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.