Coronavirus (COVID-19) information for shoppers

We are following the advice of Public Health England (PHE) and are continuing to sell online.

In addition to following the publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water, we have taken additional measures to ensure the safety of our staff and customers and these include:

  • Reducing staff levels on rota so that only one member of the team picks, packs and dispatches your order in an isolated working environment.
  • Only members of staff that live locally to Kew and can walk to work will process online orders at this time. We are asking our key staff not to use public transport.

Due to current restrictions our dispatch my take longer than usual so please bear with us while we work to get your order to you as quickly as possible.

Deliveries

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses do not survive long on objects such as letters or parcels.

Standard delivery:

We allow for 3-5 days for UK deliveries and up to 7 days for an International delivery.

UK deliveries are currently running as normal but due to the new measures we have introduced in terms of reduced staff numbers, you can expect your order to take a little longer than normal.

Tracked express

Many couriers are no longer able to honour a quick next day service.

If you choose Tracked express, your item will be trackable however we are not able to guarantee next-day delivery.

Some orders require a tracked delivery to ensure it arrives safely, for example if your package is heavy or delicate. This will be identified in your confirmation email.

Parcelforce, our tracked service provider, is not currently enforcing digital signatures. They are closely following advice from PHE and state:

“In order to protect both our people and customers, as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures.  Our drivers will instead log the first and last name of the person accepting the item, then put 'XP1' in the signature field, and we will record the geolocation of the delivery.  This will apply to all deliveries that normally require a signature.”

International deliveries

We are still delivering internationally.

However, there are some delays in countries such as Spain and France where extra measures have been put in place.

Due to freight restrictions in Australia we are unable to deliver there at this time.

Click and Collect for Kew members

We are not currently offering a ‘click and collect’ service to members as our Gardens and Shops on site are closed.

You can still shop online with your member discount code and we can deliver to your chosen address.