Service Updates

Updated: 11/05/2021

We love hearing from our customers, and we are always here to help. We are however extremely busy at the moment and you may wait longer than usual to hear back from us. We are working hard to answer all queries as quickly as possible and have increased the size of our Contact Centre team to help answer your calls and emails as quickly as we can.

Before getting in touch, please take some time to read the below FAQs we have compiled, in response to the most popular queries we are receiving at present. We may have answered your question already, which will save you time and allow us to answer the more complex queries more efficiently.

Delivery Lead Times
The products across our website will have different lead times depending on when in the season they are ready to plant. The lead time is listed on each product page in the key information section. Due to the live nature of our products, we cannot deliver them any quicker than advertised and lead times will always be approximate.

Out of Stock Items
You may have heard in the news already that there is an unprecedented demand in the UK and Europe for plants and bulbs. We ordered double the amount of stock for the Spring 2021 season and are topping up with additional stock where we can get hold of it. We are keeping our website up to date and when an item is marked as "Out of Stock", we won't be able to get more this season. If there is a specific item you want, please check back in July when our site will be updated with our Autumn range.

Who will deliver your order?
We will use Hermes to deliver your order.
PLEASE NOTE: Some customers have been in touch to tell us that they have received a message saying they need to pay an additional charge for their order to be delivered. These messages are spam and should be ignored and deleted. They may show as being from Hermes or another courier company/Royal Mail but in all cases should be ignored.

Chasing an order or item you have ordered
If you are contacting us to chase up an order or delivery, we ask that you do this only when it is urgent. We are working hard to dispatch double the number of orders than would be usual at this time of year, while contending with important social distancing measures which we have in place to protect our team. If you gave us your email when you placed your order, we will email you once products are on the way to you. If you do need to contact us to chase an order, please ensure you have checked the lead times for each item on your order confirmation as some items will be due to arrive later in the season.

Received some items but not everything?
We do sometimes part ship orders to ensure the products arrive in the best possible condition and when they are at their optimum time for planting. So, if you receive a delivery and think something is missing, please don't worry. It's likely to follow later on.

My delivery tracking shows my items have been delivered but I haven't got them
Our carrier partners are currently operating "Contact-free" deliveries. If you receive confirmation that something has been delivered but haven't received it, it's worth checking around your property or in your designated safe place before contacting us.

Can I add to, or amend, my order?
This is usually possible as long as your order is not being picked and packed or has not been dispatched. If you need to add an item to your order or change the products on your order, you can only do this by calling us. We cannot process these requests by email. Please also note, we can only add products to an order once.

If you need to cancel an item or an order, you can request this by email.

I have received a product and am worried about the condition in which it has arrived
Here are some helpful tips to follow in case your plant arrives looking a little worse for wear.

  • Potted plants, modules and bare roots: You may find that the items delivered do not look particularly inspiring when they arrive. This is because at this time of year it is natural for many shrubs and trees to lose their leaves (defoliate) and Herbaceous perennial plants die back to their roots. If you are concerned about an item that has arrived, the best place to check is the root system. A healthy root system means the plant is in good condition and will look bloomin' fabulous 4-6 weeks after planting.
  • Garden Ready plants: These will arrive nursery fresh and occasionally look a bit tired when they arrive. Please unpack them immediately and give them a little water (if required) and plenty of light. They are suitable for planting straight out into your borders and pots.
  • Maxi Plugs: When they arrive, please unpack them immediately and give them a little water (if required) and plenty of light. These should be potted on for 4 weeks before planting in their final position.

If you are still worried about the condition of a plant, please get in touch and we will be happy to help. If you can, please send us photos as this is probably the first thing we will ask for.

Cultural Instructions
We will send a copy of cultural instructions for the products you have ordered with your goods when they are delivered. If you need further help or are unsure of how to handle a specific plant, you can find it at www.jparkers.co.uk/cultural.