Coronavirus (COVID 19) Update.

Due to unprecedented demand during the COVID-19 pandemic, we wanted to assure you we are doing everything in our power to get orders out to you, our customers. We have had to significantly change the way we operate so that we can continue to do this. We would like to thank you for your continued support and understanding in these uncertain times and would also like to make a special thanks to our loyal staff, whether they are at home or in the nursery, who are working incredibly hard, to service your orders and answer your queries.

 Below is some information regarding our current services and operations during these times.

Customer Services.

Our customer service team, who are well enough to do so, are working from home to service your emails and phone calls. Our phone lines are currently operating Monday - Friday 10am - 4pm. Please note you could experience long waiting times if calling and the easiest way to contact us at the moment is by email to care@brooksidenursery.co.uk.  We aim to reply to emails within 2 working days. 

Operations.

We take the health and safety of our staff very seriously and it is paramount that we do things right when we are working packaging your orders. We have put a lot of new measures in place to make sure our colleagues are safe with the implementation of new procedures within our packing department. Due to social distancing measures, we have now imposed a limit on the number of orders that we can pack and dispatch each week.

As with many businesses, we have also been hit by some staff shortages and we are doing our best to still fulfil orders in the weeks we have allocated for your orders, but, do ask you to understand that sometimes this might not be possible.

Frequently asked Questions.

Are we still taking orders?

We are currently taking orders for our Autumn and Winter Range - Please Click here for our full range. Pre - ordering for Spring 2021 will be available from November.

Are we still taking orders for non-plant items and garden accessories?

We are currently taking order for non-plant and garden accessories. We are dispatching these within a week of ordering, you will receive an email with tracking details when this have left us at the nursery. If you have ordered these with plants they will be posted at the same time as you plants. 

Why can’t I add an item to my basket?

Due to unprecedented demand we have sold out of some items a lot sooner than we normally would, if there isn’t an add to basket button on a certain product then unfortunately this item is currently sold out. Please check out our latest availability by clicking this link for our summer plants that are still available to order. We are currently taking orders for our Autumn and Winter Range - Please Click here for our full range

Why have you changed my delivery weeks?

Due to the administration involved in having dispatches on different weeks, if you place an order with multiple weeks dispatches we might automatically change this to a single week dispatch to the earliest date we can make for every item or condense the amount of weeks on your order. 

We may also experience delays of products grown at our partner nurseries, if this happens, we will have to delay your dispatch, we will try to keep you informed if this happens.

When will I know when my order has been dispatched?

Sometimes we will not be able to tell you if there has been a delay to dispatching your order, however, when you receive an email detailing that your order has been dispatched it is on it’s way to you. You can also login to your account to check the status of your order. If you see that your order has been allocated to a dispatch day then it is likely that your order will be dispatched on that day.

You have dispatched my order when should I expect it?

Other companies are under the same pressures as we are, staff shortages and changes in procedures, meaning that orders will not always arrive to you as quickly as they might normally.
Please be assured that our plants are packaged to withstand at least a week in the postal system in this case.

Please only contact us if your parcel has been in transit for more than one week and you have not received it.

Can I add to or amend my order?

We are able to add to orders currently as long as you are not too close to the allocated dispatch week and we can add the item/s to the week you are having your current order dispatched to you. Please email care@brooksidenursery.co.uk with the items you would like to add and one of our customer service advisers will be happy to help. If you are too close to your allocated dispatch week we will need to create a new order for you.

I have received my order but some of the items are missing

Please check your dispatch note. If the items are listed as ‘to follow’ they should be dispatched to you when they become available. If the missing items are not marked as ‘to follow’ this will unfortunately be due to unavoidable production cancellations or issues on our partner nurseries. In this case we will issue a you with a credit note in respect of the missing item(s), which can be used on our website for future orders for the next two years.

Can I change my address on my order?

We would need at least a weeks’ notice from your expected dispatch week to be able to change the address on your order, if your order is due out within that week we will do our best to get the address changed, this isn’t always possible though and in this instance, you would have to make arrangements to pick up your parcel from the original address.

Can I cancel my order?

In the event that you would like to cancel your order please do give us plenty of notice. We will provide you with a credit note, which can be used on our website for future orders for the next two years.

Can I send in a postal order? 

We are now able to process orders received through the post from our Autumn and Winter catalogue as normal. You will receive an email when your order has been processed. 

Can I visit your Nursery?

Our retail nursery is now open to the public. As we are a working nursery, we need to limit our opening times to enable staff to maintain and water stock and continue to plant new stock. We will therefore be limiting our opening hours to the following:

  • Mondays and Tuesdays : CLOSED
  • Wednesday to Sunday: Open 10am to 4pm.

Please follow this link to see the safety details before you visit - CLICK HERE

Can I still collect my order?

Our Click and Collect service is now back open, you can collect your order during our new opening times that are detailed above. You will receive an email just before the week you are due to collect to ask which day you would like to pick your items up. Please note that we need at least 24 hours notice before you collect your order. Your order will be waiting in our new collection area on your arrival. Please follow the instructions on our one-way system around the nursery to get to the till point and speak to our retail nursery assistant who can process your payment and direct you where your items are to be collected from. 

 

 

 

 
 
Brookside Nursery