Customer Service

Customer Service

 
Packaging

We have developed systems of packaging and wrapping your plants that keep them safe and well-protected during delivery. The type of packaging your plant receives depends to a certain extent upon its species; the way we package our bananas, for instance, is different to the way we pack our succulents and cacti. In all instances, however, a great deal of care and attention goes into every single order, ensuring that each individual plant in your order is clearly labeled and has the best possible micro-environment during its journey to you. We ensure that your order is well-protected and padded so that it arrives in the best possible condition and - because we dislike waste just as much as you do - we recycle and re-use many different types of packaging materials so that there is as little environmental disruption as possible.

Carriage

A carriage charge of £9.99 is added to all UK orders valued at less than £99. For UK orders of £99 or over, goods are offered carriage paid. Please note these carriage terms apply per order.

Additions or additional orders cannot be added to qualify for free carriage or any surcharge after the original has been accepted. By placing orders buyers are considered to agree with these terms.

European orders are to EU countries only. A delivery charge of £24.99 is added to all EU orders. There is no offer to pay for delivery to EU countries irrespective of order size.

The delivery charge is a charge in relation to the packaging and carriage of goods.

Delivery

We deliver our goods to the UK and EU only.

We aim to make deliveries within 7 days from receipt of the order, with older orders being dealt with first. In reality, orders are usually fulfilled a great deal sooner than this. In some circumstances orders may take up to 21 days and we will contact you if such a delay is likely. Tropical Britain Limited will notify you by way of email when your goods are to be dispatched to you. In order to facilitate the speedy functioning of nursery and despatch operations please do not contact us regarding the expected delivery time of your order unless it is more than 14 days since your order was placed.

All deliveries are made from our nursery in New Haw, Surrey. We are a working nursery and our service is online only. We regret we cannot cater for visitors and our nursery is not open to members of the general public.

Minimum Order Value

We currently have no minimum order size.

Cancellations, Returns & Replacements

Cancellations may be made at any point until the goods have been shipped. To make a cancellation simply contact us by email using the contact form on the website or by emailing us using our email address which is info at tropicalbritain.co.uk - (presented in this way to prevent spambots). Tropical Britain Limited aims to always provide high quality plants that are fault free and undamaged. At the nursery, we pick everything for quality and appearance and endeavour to give our customers the best available plants on the day. All individual plants are inspected again before despatch to ensure their excellent condition and we do everything in the Packaging Department that we can to see that your order will arrive to you in this same excellent condition. On rare occasions however, try as we might, bad things happen. If you receive a plant that is not satisfactory when you take it out of the box, please contact us immediately using our contact form. We may ask you to send us a photograph of the plant so that we can assess the situation and so that there is no doubt about its condition on arrival with you. It is important to determine the nature of the problem so we can advise you, or as necessary, arrange a refund or replacement. If the plant is indeed defective and provided you have contacted us within 14 days we will ask you to return the plant to us in its original packaging so that upon its safe receipt back with us, a replacement or refund can be issued. Please note, that in all circumstances Tropical Britain is not responsible for the delivery cost of returning items to us. Please refer to our Terms and Conditions for a full outline of our Returns Policy.

Offers & Discounts

We offer an Introductory Free Gift for all new registered customers. To fully appreciate and utilise all the many functions that the website has to offer as well as to take advantage of your Introductory Free Gift plus any further discounts and offers, you will need to create an account with us. All registered account holders have regularly updated discounts and offers.

Ordering

Ordering online is a simple and very secure process. Use 'The Plants' menu on the left of the page to select the plant you wish to view. Plants are arranged by their groups, genera and species and also appear, as a cross reference, in their natural geographical area of origin and by the landscape planting scheme that they would most appropriately be at home in: Jungle, Desert, Mediterranean or Water Marginal. Some plants will also be further cross referenced in other categories, for example Climbers, Epiphytes, Flowering Plants, Fruiting Plants, Trees and Shrubs. For each individual species or cultivar there is a set of details that gives more horticultural information about that plant.

When you are ready, simply select the quantity of plants you require and click the ‘Add to wheelbarrow’ button. Repeat the process until you have finished ordering. You can easily amend the quantity of an item from your Wheelbarrow by altering the quantity of that item or if you change your mind and want to delete an item, you can just put it in the compost bin and recycle it ! Click on the “Update Shopping Wheelbarrow” button as you go.

Once you have selected all the items you wish to purchase then select the 'Proceed to Checkout' button. Once the trolley page shows all the items you wish to purchase and you have selected the 'Proceed to Checkout' button, you will have two options to choose from.

An Existing Customer - If you are an existing customer you can log in using your email and security password.

A New Customer - If you are a new customer a form will appear so you can register your name, contact details and a secure password to continue to checkout. You will now be presented with a summary of your order including Billing/Delivery details, items ordered and the total order value. Your Payment Details can now be entered online, using our secure payment screen. Once all details have been entered you can click on the ‘Place my Order’ button and your payment will be processed. You will then receive a confirmation of your order details online, and we will also forward an email to confirm your order to the email address entered when placing the order.

Payment, Pricing & Promotions

All orders are processed and charged in one payment at the time of placing the order online. We accept payment by the following credit and debit cards – Visa, Visa Debit, MasterCard and Visa Electron. Your credit/debit card details are encrypted through a secure gateway to ensure maximum security.

Our prices may change with availability and are deemed effective from the moment we post such changes.

From time to time we will inform Registered Customers of Promotions which are usually time-dependent. If you have received a Promotional Gift Voucher with a Discount Code, please enter it in the appropriate box before proceeding through Checkout. We cannot honour Promotional Discount Codes after you have completed the Checkout Process, although that Discount Code will still remain valid for any further purchase until the expiry date.

Viewing Orders

Orders and Order History can be viewed from within your Account once have Logged In.

Updating Account Information

You can update your Account Information at any time by logging in.

Privacy

Use of this Website is governed by our Privacy Policy and Terms and Conditions to which customers are referred.

Contact Us

The best way to contact us is by the contact form on the website or by using our email address which is info at tropicalbritain.co.uk - (presented in this way to prevent spambots). We can also be contacted by post at either our Registered Office at 78 The Green, Twickenham, Middlesex, TW2 5AG or our Nursery at Tropical Britain Ltd, Charwoods Nurseries, 33 The Avenue, New Haw, Addlestone, Surrey, KT15 3RL. We can also be contacted by telephone on +44(0)20 8894 3099.

Free DELIVERY

ON ALL UK ORDERS OVER £99

THIS OFFER IS VALID ON ALL OUR STORE ITEMS.