Information
FAQs
Do you have a query? You’re in the right place.
Palmstead is a trade-only plant nursery based in Wye, near Ashford, Kent. We've been growing and supplying quality plants for the landscape and amenity industry since 1968.
Most of what we offer is grown on-site across our 53-hectare nursery, where we produce over one million container plants and 200,000 field grown trees every year. We also work with a trusted network of UK and European growers to offer a broad, reliable range.
Our Shop includes Hedges & Trees, Shrubs and Perennials - all grown and selected for quality, value and long term performance. We also stock a small range of sundries which can be accessed from the Shop.
To place an order, you'll need to be a registered trade customer. So you will need to create an account. Once your account is set up, you can order online using our Shop or Advanced search tools — just add plants to your trolley and click 'place order'. Online orders receive a 10% discount.
You can also email your list to sales@palmstead.co.uk or go to the Meet our team page to talk directly.
We can often source plants even if they're not listed online, though lead times may apply. Orders can be amended up to 72 hours before dispatch via the 'append' function or by emailing us.
Payment can be made by card, BACS, or over the phone. Items in your trolley aren't reserved until you complete the order. We don't accept cash or cheques.
You will need to create an account to have live access to pricing and availability, which is updated every 15 minutes during office hours. It's a useful tool for quotes and tenders.
We prefer to quote from customer-supplied planting lists, as plan formats vary and can cause errors. Most quotes are returned within 2–3 working days, though this may take longer in peak season or if we need to check with supply partners.
Stock is only reserved once an order is placed. If anything is unavailable, we'll suggest alternatives or source it for you.
We use our transport fleet for most deliveries within South-East England and trusted logistics partners for areas further afield. Our lorries are similar in size to a bin lorry or fire engine, so please let us know about any access issues.
Deliveries are weekdays between 8am and 4pm, kerbside only, and someone will need to be there to receive the order. A £20 supplement applies within the London Congestion Charge Zone.
Most orders are delivered on Danish trollies or pallet crates. Unless agreed in advance, trollies need to be returned at delivery. For heavier items, customers may need to provide mechanical handling equipment.
Delivery is confirmed the working day before. Let us know about any timing constraints or access restrictions when placing your order.
Yes, you can arrange a collections from our site in Wye. It's often the quickest and most cost-effective option. Orders under 50 items placed before midday can usually be ready the next day.
We'll give you a collection time to help avoid queues — please arrive no more than 15 minutes early. We close at 5pm.
Please make sure your vehicle is suitable. We'll help load, but orders are packed on Danish trollies or pallets, so space matters. A printed or digital order copy helps speed things up. Someone else can collect on your behalf if they bring a copy of the order.
There's no collection fee, but there is a £50 minimum order (ex VAT). Let us know at least two working days in advance if you need to change your slot.
You can pay by card, BACS, PayPal or over the phone. If you don't have a credit account, payment is required at the time of ordering.
If needed, we can issue a proforma invoice — and if your client is paying, they can do so using the order number, amount, and your business name.
Plants sourced through supply partners must be paid for in advance. Invoices are emailed within 48 hours of delivery or collection. If you add to an existing order, we'll send an updated proforma showing the new total.
Refunds are usually processed within 3–5 working days after delivery or collection. Account credits can be used for future phone or BACS payments, or refunded on request. Some refunds may require your bank details, depending on the payment method. You can call us on 01233 813340 or email sales@palmstead.co.uk.
Credits can't currently be applied at online checkout, but we're happy to process them manually.
If something's not right, let our driver or collection team know straight away — we're here to help.
Please check your delivery when it arrives and contact us as soon as possible if anything's missing or not as expected. You can call us on 01233 813340 or email sales@palmstead.co.uk.
Our dispatch team take great care when packing, but if you ever have concerns, we'll do our best to put things right. And if your plants aren't performing as they should, our technical team is on hand to offer advice and support.