Coronavirus (COVID 19) Update.

Due to the ongoing 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 significantly changed the way we operate so that we can continue to operate safely and efficiently . We would like to thank you for your continued support during the last year 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 orders and answer 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 measures in place to make sure our colleagues are safe with the implementation of policies and procedures within our packing department, this allows us to continue to operate and allow for social distancing within the business to keep everyone as safe as we can..

Frequently asked Questions.

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 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.

Can I send in a postal order? 

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

Can I visit your Nursery?

Our retail area is open Wednesday-Sunday 10am - 4pm.

Can I still collect my order?

Our Click and Collect service is now back open. 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. Please go to the main till area to tell our retail staff you are collecting an order. 

 

 

 
 
Brookside Nursery