Shipping & Delivery Information

Fulfilment and Delivery

Delivery Methods and Charges

We aim to deliver to UK addresses within 3 to 5 working days of the order being placed (no orders are despatched during the weekend).

Europe bound goods should be delivered within 7 working days of dispatch, USA & Canada 10 working days and the Rest of the World 10-28 working days .

Please note we are unable to deliver to PO Box addresses.

Please be aware that there may be local duty and / or taxes payable on goods delivered outside the UK. RBG Kew Enterprises are not responsible for paying these charges.

We will make every effort to fulfill your order, provided the goods are in stock. However, at some busy peak times like Christmas and during special promotions we may take slightly longer to deliver due to demand. You will be informed by email if this is the case.

Items that are marked as "in stock" will usually be shipped within 72 hours of receiving your order. For various reasons it is not always possible for us to guarantee that "in stock" items will actually be in stock at all times. If this is the case, one of our customer services team will contact you and let you know as soon as possible. They will offer options and suggest alternatives and await your instruction before proceeding with the order.

If we are unable to accept your order for this or any other reason, we will inform you by calling or e-mailing you and you will not be charged for the product.

Orders are sent out via Royal Mail and Parcelforce. Parcelforce is a tracked service, and delivery will be made within 48 hours of dispatch (NB. We do not ship items over the weekend and if you wish your parcel to arrive within 48 hours, please order by 10am). Please note that someone must be available to sign for the package at the delivery address. If this will not be possible, please enter an alternative address such as your work address to ensure that your order can be delivered. We are not able to provide this service for any of the UK islands.

Our delivery charges will be communicated to you when you place your order online, but to view our delivery charges separately, please visit our domestic and international delivery pages.

We offer free delivery for UK orders over £100*. Please select this option at the checkout. If you are paying by Paypal, please enter your postcode and select 'Get A Quote' to select Free Shipping before you proceed to pay.

*Please note free delivery excludes made to order pots, as these are shipped directly by the supplier and incur a £50 delivery charge.

RETURNS

Cancellation of Orders

For most products bought online (excluded products are listed below) consumers (not companies) have a legal right to change their mind within 14 days and receive a refund. Please tell us if you want to exercise your right to change your mind and then return your purchase within 14 days of contacting us. We will issue a refund or replacement at your request, as soon as possible, but in any event within 14 days from the date when we receive the returned products from you.

Items Ordered online where you don’t have the right to change your mind :

a) Tickets for a specific date or period for performance, which includes tickets for admission to Kew Gardens or Wakehurst and gift tickets;

b) Goods that are personalised or otherwise made to your specification;

c) Perishable goods (for instance flowers, or food)

d) digital products after you have started to download or stream these;

e) services, once these have been completed, even if the cancellation period is still running;

f) products sealed for health protection, once these have been unsealed after you receive them (such as cosmetics, creams or consumables) or items that cannot be re-sold for hygiene reasons (such as pierced jewellery);

g) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and

h) any products which become mixed inseparably with other items after their delivery.

Consumer Rights – Your Rights to End the Contract for Faulty and Misdescribed Goods

In addition you have certain legal rights to ensure that goods and digital content are as described, fit for purpose and of satisfactory quality. Your rights to a refund or repair are as follows :

Goods, for example books or gifts, During the expected life of your product your legal rights entitle you to the following:

  • up to 30 days: if your item is faulty, then you can get a refund.
  • up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Digital content, for example an e-book :

  • if your digital content is faulty, you're entitled to a repair or a replacement.
  • if the fault can't be fixed within a reasonable time, or without causing you significant inconvenience, you can get some or all of your money back
  • if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

If you are sending a product back, please return it in its original packaging and with your order documents by recorded delivery to:


RBG Kew Enterprises Limited

Shaft Yard

Royal Botanic Gardens Kew

Richmond

Surrey

TW9 3AB

Posting Costs
If the item is damaged in transit, was incorrectly supplied, or develops a fault, we will refund the cost of postage, but in all other cases, the cost of returning the item will be at your expense. We strongly recommend that when returning items you obtain a proof of posting (free from the post office) as we cannot accept responsibility for any returned items that are lost in the post. Please note no credit card details will be retained by RBG Kew Enterprises online after use.

Restrictions

Be aware that we are not able to deliver seeds from Kew Urban Collection to Australia, New Zealand or South Africa. as these countries have restrictions on importing seeds.

Unfortunately, due to postage constraints we are only able to deliver our pots within the UK. If you are overseas but would like our pots, please contact us directly for further details.