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.

Retail Nursery Update

We would like to inform our customers that our retail nursery at Hints, Tamworth will remain closed whilst we make alterations to our site to comply with social distancing guidelines.

As we are a working nursery, we need to spend a bit more time separating our working and retail areas to create a safe environment for all our staff and customers. We will update our website and social media pages as soon as we are able to provide more detail. In the meantime, we are still accepting online orders with our website being updated daily with available stock.

Customer Services.

All our customer service team, who are well enough to do so, are working from home to service your emails. Our phone lines will be switched off until we can operate as normal within the office environment and ask to only email if it is absolutely essential due to the high level of emails we are receiving. We aim to reply to emails within 3 – 5 days, we apologise if we cannot respond to every email that comes in, due to staff shortages we are having to prioritise emails.

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 still taking orders, for our latest availability please click this link –  this will be updated regularly if we have further availability over the next few weeks.

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

We are currently taking order for non-plant and garden accessories. Please allow up to three weeks for orders containing garden accessory items only to be delivered (although we will try to get these out sooner if possible). 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. In this case we recommend checking our website again in a couple of weeks to see if we have any further availability once we have cleared our current backlog of orders.

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 this will be changed to a single week dispatch to the earliest date we can make for every item. If you do want some items before others you will need to make separate orders for these.

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?

Unfortunately, due to staff shortages and the administration involved we are unable to add to or amend orders currently. Please make a separate order for anything else you would like to order.

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? 

Unfortunately, as all our Customer Service staff are working from home and the office is closed, we cannot process these orders. Any post that is being received is awaiting to be opened, all post is stored securely until our return. If you have sent an order through the post and you have not received confirmation of an order, then this will not have been processed. We do invite you to make the order online yourself and email to confirm you have done this, we can destroy the order received through the post when we return to the office. We apologise for any inconvenience this may cause you. 

Can I still collect my order?

For the safety and precaution of our customers and staff, we have suspended our click & collect service from our Nursery until further notice.

Is the retail nursery open?

It is with regret that our retail Nursery at Hints near Tamworth is now closed until further notice. We would like to thank all our staff for their efforts, and our valued customers for their support. We would like to wish everyone the very best of health at this difficult time and hope to see you all again soon.

 
 
Brookside Nursery