FAQ

This page consists of Frequently Asked Questions. If there are questions that aren't answered within this page, please feel free to contact us using the following email: contact@palmstead.co.uk .

About

Who are Palmstead Nurseries Limited?

What makes Palmstead Nurseries different?

What do Palmstead Nurseries supply?

Where is Palmstead Nurseries located?

What are your opening hours?

How do I sign up?

Are you just a trade nursery?

Can I just come and visit?

How do I apply for a job?

Ordering

Do I need an account to place an order?

I can’t find what I am looking for online, can you source it?

How do I place an order?

Can I only order online?

Can I append or add to my order once it has been processed?

Can I get my client to pay for the order?

How much is delivery?

Can I select my plants?

Can I see the plants before I order?

Can I create and save a trolley before ordering?

Are the items in my trolley reserved?

What are my payment method options?

Estimates

How do I get prices and availability?

Do you price planting plans and designs?

How long does it take to get an estimate back?

Can I create a basket before ordering?

If my selected plant isn’t available, will you give me a close substitute?

Logistics – delivery

How will my delivery come?

How big are your trucks?

How is my delivery packaged?

Do I need to be there on arrival of delivery?

When will I know my delivery time?

Can I change my delivery date?

Do I need mechanical handling equipment?

What if I have shortages/damages on my delivery?

I am not happy with items on my delivery, who can help me?

What are your delivery times?

Will I receive a delivery note on arrival of delivery?

When will I receive my invoice?

Will my delivery be on time? (1hr either side of designated time slot depending on traffic conditions)

What do I need to consider?

How long does it take to offload my delivery?

I’ve ordered too many plants, what can I do?

Will your driver assist me in the offloading of my delivery?

Do you deliver on weekends?

Can the driver call me before arrival?

Logistics – collections

Can I collect my order?

Where do I go to collect my order?

Will I be given a collection time slot?

What do I need to bring with me on arrival of collection?

Is there a charge for collection?

Can I change my collection date?

What if I am late or early for my collection?

Can someone collect my order on my behalf?

Will someone assist me in the loading of my order?

Finance – payment

How do I pay?

What payment method can I use?

When do I need to pay?

Can I pay on invoice?

How do I get a proforma?

Can my customer pay on my behalf?

Do I need to pay upfront for plants supplied in, which weren’t on the nursery?

When will I receive my invoice?

How do I pay for additions made to an order?

How do I apply for a pay on invoice account?

What is your refund and exchange policy?

How long does it take for a refund to go into my account?

What does credit on my account mean?

How do I use the credit on my account?

Can I get the credit on my account refunded?

Troubleshooting

What happens if I’m not happy with my plants?

Some of my plants are missing from my order, what should I do?

Some of the pot sizes on my order are different to what I ordered…

Can I have my delivery on a Danish trolley?

My plants are not doing very well or have died…

I’m not happy with the way my plants were packed, some of them were damaged…

About

Who are Palmstead Nurseries Limited?

For over 50 years Palmstead Nurseries have been producing quality nursery stock to meet the needs of the Landscape and Amenity industry.

Annual production has increased to more than one million containers and two hundred thousand field grown trees. We now stock a huge, diverse range of products to suit any purpose and we pride ourselves in our ability to provide you with premium quality plants at affordable prices.

What makes Palmstead Nurseries different?

At Palmstead we propagate and grow most of what we sell at our sole location, a 53 Hectare nursery in Kent. Our knowledgeable and experienced sales team pride themselves on efficiency and top-quality customer service, to support our customers. We have a wide range of partner supplier’s all over Europe who support us in fulfilling your horticultural needs.

What do Palmstead Nurseries supply?

Palmstead supply a wide variety Herbaceous, Trees, Shrubs, Architectural specimens and planting sundries, click here for further information.

Where is Palmstead Nurseries located?

Palmstead are near the village of Wye, on the outskirts of Ashford in Kent. Click here for our location.

What are your opening hours?

Our Hours of business are 7.30 am - 5.00 pm Monday to Friday.

How do I sign up?

You can sign up for a trade account on our website, click here.

Are you just a trade nursery?

We are a trade-only, wholesale nursery.

Can I just come and visit?

We no longer allow customers to turn up and walkaround but encourage our customers to book a visit with us by filling out our ‘Visit Form’. As we like to think about our environment, we ask whether a photo can be an alternative option to show you what you are looking for. If this is not sufficient and you would like to organise a visit please click here.

How do I apply for a job?

At Palmstead Nurseries we are always on the lookout for enthusiastic individuals with a passion for horticulture. If you feel you have what it takes to be part of the Palmstead team, send an email with your name, CV and a cover letter to: opportunities@palmstead.co.uk .

Ordering

Do I need an account to place an order?

To be considered for an account you must be a legitimate business, as our nursery is trade only. To then place an order you will need to sign up for an account and have a method of payment. Click here for further information.

I can’t find what I am looking for online, can you source it?

We can usually source most plants and trees if we don’t already have them in stock. We have a great partnership with a selection of UK and European growers, in which we can access plants we don’t have. Please note it can take longer for us to source these plants, due to lead times.

How do I place an order?

You can place an order by signing up for an account and logging in to our website, just click here. Once you are signed into your account, select the shop icon. You can then search in a variety of ways: use the search bar and type the plant of interest, use the search by category function, search all plants in stock or even search using colours, soil types and even seasonal interests. You then select the plant of your choice, adjust the quantities, and then hit the plus button. This will then add the items to your trolley. Once you have built your trolley, select the place order button, which will then take you through he steps of completing your order.

Can I only order online?

You can either order online (all online orders get 10% discount) or by contacting us by email: sales@palmstead.co.uk and send through your enquiry. The sales team will then send you an estimate in which you can analyse and amend and then you can place your order.

Can I append or add to my order once it has been processed?

Orders can be appended to by selecting the append function on the website or by contacting the sales team using the email: sales@palmstead.co.uk stating the existing sales order number. Appending to an order must be done 72 hours prior to your delivery date and no later.

Can I get my client to pay for the order?

You can get your client to pay for an order. They need to either pay online at the checkout stage or use the pro forma provided to do a BACs payment or over the phone payment with one of our team. Please provide your client with the relevant information such as: the sales order number, the amount to pay and the business name they are paying on behalf of.

How much is delivery?

Delivery charges depend on the location, the size of the order and plants and the way in which it is delivered. For more details of delivery charges please click here. For more details around our delivery service please click here.

Can I select my plants?

We ask that you check our website for stock availability and ask for photographs, but if you feel that a visit is important, we have a booking system, this ensures someone will be available to help you find what you’re looking for. To make an appointment, email: visit@palmstead.co.uk .

Can I create and save a trolley before ordering?

You can create a trolley by signing into your account on our website. Your trolley will automatically save every time you adjust your trolley. You can access your saved trolley by clicking the ‘My Saved Trolley’ in the top right corner of the website. Once you have clicked the icon, it will take you to you to the relevant page. Use the dropdown arrow to see all your saved trolley’s.

Are the items in my trolley reserved?

The items in your trolley will be reserved once an order is placed. Please note your trolley is not your order until the order is processed and checked out.

What are my payment method options?

You can either pay by card, by bank transfer or you may qualify for a credit account, for more details click here.

Estimates

How do I get prices and availability?

If you register for an account, you can log in for up-to-date pricing, online order discounts and our ‘live’ stock availability, just click here.

Do you price planting plans and designs?

We prefer to price planting lists sent to us by our customers, this avoids possible confusion or duplication.

How long does it take to get an estimate back?

We aim to compile estimates as quickly as possible and get them back to you within 2-3 working days. It may take longer in peak seasons and lead times back from our partner suppliers on availability.

Can I create a trolley before ordering?

Account holders can create a trolley before ordering, the plants will not be reserved until an order is placed.

If my selected plant isn’t available, will you give me a close alternative?

We frequently offer close substitutes for unavailable plants, we can also source plants from our partner suppliers although this may take a little longer.

Logistics – delivery

How will my delivery come?

Depending on your location, your order will either be delivered by our transport fleet or by one of our logistical partners.

How big are your trucks?

Our trucks are roughly the size of a bin lorry. For further information click here.

Where do you deliver to?

As well as delivering throughout South East England (including London and The Home Counties) we can ship further afield through our selected carrier partners - please contact us for further details. Please note that within the London Congestion Charge Zone there is currently a supplement of £20. We are unable to deliver outside of mainland England.   

How is my delivery packaged?

Depending on the plants your delivery may be packaged on Danish trollies or packed into pallet crates. Please note than without prior arrangement Danish trollies will need to be unloaded at point of delivery and returned with our driver. For further information click here.

Do I need to be there on arrival of delivery?

We offer a kerbside delivery service which means someone will need to be on hand at the point of delivery to receive and offload the plants. 

When will I know my delivery time?

We will confirm your delivery time on the last working day before your delivery is due out.

Can I change my delivery date?

You can change your delivery date but doing so could cause delays as we will need to reschedule other deliveries, doing so could also result in a restocking fee depending on the amount of notice given.

Do I need mechanical handling equipment?

Please click here for more information.

What if I have shortages/damages on my delivery?

Please notify our driver, who will notify us regarding any issues. We will then contact you. If your order has been delivered by one of our logistical partners, then we advise you get in contact with your sales point of contact, or by emailing us at sales@palmstead.co.uk .

I am not happy with items on my delivery, who can help me?

Please notify our driver, who will notify us regarding any issues. We will then contact you.

What are your delivery times?

We usually deliver between 08:00 and 16:00 depending on location; we may be able to arrange earlier deliveries if required.

Will I receive a delivery note on arrival of delivery?

We have revised our procedures to assist with social distancing and now send delivery notes by email. This avoids any potential viral contamination and transmission of COVID-19.

When will I receive my invoice?

Invoices are sent out via email within 48 hours of the delivery/collection date.

Will my delivery be on time? (1hr either side of designated time slot depending on traffic conditions) 

We strive to get to our deliveries on time; our vehicles are live tracked so we will contact you with updates should any delays arise.

What do I need to consider to ensure my delivery is as smooth as possible?

-        Access 

-        Ground conditions 

-        Tail lift and pallet truck  

-        Handling (weight/size/shape) 

-        Low hanging objects or obstructions 

-        Timings (schools, peak times etc)       

-        We only offer kerb side delivery

-        Red routes (London)

-        No Parking Zones 

How long does it take to offload my delivery?

This depends on the size of the delivery, whether we’re collecting the Danish Trollies etc. On average it’s likely to take approximately ten minutes to unload each trolley.

I’ve ordered too many plants, what can I do?

This depends on many things, including quantities, sizes, and the plants themselves. The first thing we would suggest is trying to use the plants for another project or planting scheme. If this is not possible we would need information on whether the plants were bought in especially or from our own stock. In the former case you would not be able to return the plants. For the latter, subject to how long it was since the plants were delivered and their condition, there would be a delivery charge for collection and a fee for restocking. Once the condition of plants has been assessed we can look at refunding the remaining balance. 

Will your driver assist me in the offloading of my delivery?

Our drivers assist with deliveries whenever possible, but for larger items or double stacked pallets you will need to arrange for mechanical handling (fork lift etc.).

Do you deliver on weekends?

We don’t generally deliver at weekends, but this is something we may be able to arrange as an exception. Contact our sales team for further information: sales@palmstead.co.uk .

Can the driver call me before arrival?

We can arrange for a phone call with an ETA before your delivery, please request this on your order.

Logistics – collections

Can I collect my order?

You can indeed collect your order once it is ready for you. We offer a next day ‘Click & Collect’ service which is for orders which are made before midday the day before and under 50 items. Please select from the available collection slots and we will then notify you on the time to collect you order.

Where do I go to collect my order?

All collections are from our Nursery in Wye, Ashford. You will be advised which collection point to use when your collection is confirmed.

Will I be given a collection time slot?

Yes, we arrange time slots to enable you collect your goods as quickly as possible, avoiding unnecessary delays. You will receive your time slot 24 hours prior to your delivery date.

What do I need to bring with me on arrival of collection?

An electronic or hard copy of your order would be helpful, this would also enable you to check quantities.

Is there a charge for collection?

There is no charge for collections, however collections are only available for minimum order values of £50.

Can I change my collection date?

You can change your collection date if you allow two working days’ notice prior to your original collection date.

What if I am late or early for my collection?

If you are late, please let us know, we would ask you to avoid arriving more than 15 minutes before your allocated time.

Can someone collect my order on my behalf?

You can arrange for someone to collect your order for you, but we would need to see an electronic or hard copy of the order.

Will someone assist me in the loading of my order?

We can assist with the loading of your order if required.

How will my order be packaged when I collect my order?

We try to reduce the use of packaging wherever possible. Most deliveries will be on Danish Trolleys which can then be offloaded from and packed in your vehicle loose. If required then we can also pack plants on pallets and pallet boxes, but please request this when placing your order.

Finance – payment

How do I pay?

If you do not have a credit account, we would prefer BACS transfer in advance or card transaction. We offer Paypal payments and/or can take payment over the phone with one of our team members.

What payment method can I use?

If you do not have a credit account, we would prefer BACS transfer in advance or card transaction. We no longer accept cash or cheque payments.

When do I need to pay?

If you do not have a credit account, we would prefer BACS transfer or card transaction when placing your order.

Can I pay on invoice?

You can pay on invoice if you have a credit account. To request a credit account please click here.

How do I get a proforma?

We can arrange for a proforma on request once your order has been placed.

Can my customer pay on my behalf?

If you do not have a credit account, customer can pay by BACS transfer or card transaction in advance over the phone.

Do I need to pay upfront for plants supplied in, which weren’t on the nursery?

Yes, we encourage that all plants that are ordered in especially from our partner suppliers are paid for in advance. 

When will I receive my invoice?

Invoices are sent out via email 48 hours after the delivery/collection date.

How do I pay for additions made to an order?

You will receive a proforma invoice, which will give you a total amount payable.

How do I apply for a pay on invoice account?

You can apply for a credit account by clicking here.

Finance – refunds and exchanges

What is your refund and exchange policy?

For full details of our terms and conditions, please click here.

How long does it take for a refund to go into my account?

Refunds are processed on request after delivery/collection. This is case any changes have been made between placing the order and delivery. Once requested, the refund will take 3-5 working days to show as being available in your account. Terms and conditions apply. Click here for more information.

What does credit on my account mean?

A credit is a balance on your account that can be used towards a future order.

How do I use the credit on my account?

Unfortunately, credits cannot be used on online transactions. The amount can however be taken off your order total when paying for an order over the phone or via a bank transfer.

Can I get the credit on my account refunded?

You can request for any credits on your account to be refunded at any point via email or phone. We may request bank details depending on how the payment was originally made.

Troubleshooting

What happens if I’m not happy with my plants?

You should inform our driver or the person handling your collection if you’re not happy with your plants, we’ll take it from there.

Some of my plants are missing from my order, what should I do?

We would always encourage checking your order when it arrives or is collected. If you have checked your delivery/collection against your order and have identified a discrepancy, please call us on 01233 813340.  

The specification of the plant on my order is different to what I ordered…

We would always encourage checking your order when it arrives or is collected. If you have checked your delivery/collection against your order and have identified a discrepancy, please call us on 01233 813340. 

Can I have my delivery on a Danish trolley?

You can request your delivery is made on a Danish trolley, but unless you have tagged trollies to return in exchange your order will have to be unloaded and the trolley(s) returned with our driver.

My plants are not doing very well or have died

There can be several reasons to why plants may not have thrived; please contact a member of our technical team to discuss any issues on 01233 813340.

I’m not happy with the way my plants were packed, some of them were damaged

Our plants are carefully packed by our experienced dispatch team, please contact our sales team if you are unhappy with anything.