Tortworth Plants - Mail Order Terms & Conditions

About Us

This web site is owned and operated by Tortworth Plants Limited. If you have any suggestions or comments, or if you need to contact us, please use the details below.

Our Contact details:
Tortworth Plants Limited
Old Lodge Farm, Tortworth, Wotton-under-Edge, Gloucestershire. GL12 8HF U.K.
Tel/Fax: 01454 260020
E-mail: [email protected]

Making a purchase
To place an order, simply browse our online shop and add any items that you wish to buy into your basket. After you have finished your selection, click on 'Checkout’ which will direct you to the secure payment page. Although we only accept payment through Paypal, you do not need a Paypal account to use this service, as the system will also accept payment via most credit or debit cards. Cards will be charged at the time of order.

Should you wish to pay by cheque, please do not use the online ordering system. Instead, make a list of your requirements and post these, with your address details, contact telephone number and a cheque, made payable to Tortworth Plants Ltd., to the address above. Please remember to add the relevant postage and packing charges to the value of your order.

Orders can also be placed over the telephone. Please contact us using the number above.

If you are unsure about any part of our ordering system, or have any problems while using our site, please contact us by email or telephone for assistance.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an email confirming the date that your plants will be dispatched. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. We reserve the right to cancel any order for any reason.

Shipping and Handling
Most of our parcels are sent via APC Couriers, using their next day delivery service. Smaller orders may be sent by Royal Mail. Please see the table below for our postage and packing charges.

 Order Value P&P 
 Up to £20  £8.00
 £20.01 - £50.00 £12.00 
 £50.01 - £100.00 £20.00 
 £100.01 - £175.00 £30.00 
 Over £175.00 £45.00 

 

 

 

 

 

Please note that we are unable to deliver to addresses outside the UK, but do not have any additional charges for Highlands and Islands.

Delivery Schedule
All plants are sent out well-rooted, in pots. We do not dispatch plugs or bare-root plants.

We dispatch orders on the Tuesday of each week, so plants should be received on Wednesday or Thursday. We aim to send all orders on the next Tuesday after they are placed, but at busy times we may have to hold orders for dispatch on the following Tuesday. Also, any order placed after midday on Monday will not be dispatched until the following week. We will send an email confirming the date that your plants will be dispatched. Should you have any special delivery instructions, please inform us when placing your order. Wherever possible, please state a safe place that parcels can be left if you are not in, as our courier cannot leave parcels without prior authorisation. Unless you specify to the contrary, we will ask the courier to leave the parcel in a safe place, and put a card through your door, if you are out at the time of delivery, to avoid parcels being returned to the depot.

You must inform us within seven working days if you are unhappy with the goods, or if they are lost or damaged in transit, so that we can make a prompt claim against the delivery company and correct any problems. When contacting us please quote your name, the date that you placed your order and your postcode to enable us to answer your query effectively.

Tax Charges
For all orders made from the UK or the European Union, 20% VAT is included in the price, where applicable. Our VAT registration number is GB 153 6874 84.

Privacy Policy This Privacy Policy sets out the circumstances in which we collect your personal information, the way we use it and your rights in respect of this information.

If you order online:
We collect your name, address, telephone number and email address in order to process your order and send the plants to you. We pass these details electronically to our courier, to enable delivery of your order. However, this information is not shared with any other third parties, and will not be used for marketing purposes. We retain this information electronically, so that we can respond to any queries regarding your order. We also keep a paper copy for accounting and tax purposes, for a period of seven years from the date of your order.

Payments by card are not handled by us, you will be directed to the Paypal website to complete your transaction. We never see, and never have access to your card details.

If you order by post, sending a cheque:
We will enter your name, address, telephone number and email address into our ordering software, so that we can process your order and send the plants to you. We pass these details electronically to our courier, to enable delivery of your order. However, this information is not shared with any other third parties, and will not be used for marketing purposes. We retain this information electronically, so that we can respond to any queries regarding your order. We also keep a paper copy for accounting and tax purposes, for a period of seven years from the date of your order.

If you order by telephone:
We will enter your name, address, telephone number and email address into our ordering software, so that we can process your order and send the plants to you. We pass these details electronically to our courier, to enable delivery of your order. However, this information is not shared with any other third parties, and will not be used for marketing purposes. We retain this information electronically, so that we can respond to any queries regarding your order. We also keep a paper copy for accounting and tax purposes, for a period of seven years from the date of your order.

We will enter your card details into our secure PaypalHere software to take payment for your order, and your card details will then be destroyed once processed. After this, we do not see, and do not have access to your card details.

Our order processing software is installed on modern, up to date computers that are protected by passwords, anti-virus and firewall software. Only approved personnel are given access to these computers. You can contact us at any time to request us to correct your details if they are wrong, or to remove your details permanently from our systems. We retain invoice details electronically and as a paper copy, for accounting and tax purposes, for a period of seven years from the date of your order.

To make enquiries, exercise any of your rights set out in this Privacy Policy, or to make a complaint, please contact our Data Protection Officer, Rebecca Flint, via any of the contact details at the top of this page.

Cookies
What is a cookie? - Cookies are small files saved to your computer when you browse a website. They then communicate with the website to allow the storage of information in a shopping basket.

What cookies do we use? - This website sets strictly necessary cookies. These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies, services you have requested, like shopping baskets, cannot be provided. Also, our website uses performance cookies to gather anonymous site statistics, to enable us to improve the site's performance.

Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us via email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed. Any goods returned should be in saleable condition.

General
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future. Placing an order constitutes acceptance of these terms and conditions.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

UK law applies to all orders received from this site.