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CORONAVIRUS (COVID-19) - Update

At RHS Plants, the well-being of our customers, colleagues and their families is our top priority, and we are doing our utmost to protect them during these unprecedented times.

We're following the advice of the Government, Public Health England and the World Health Organisation to make the necessary changes to our business to ensure everyone stays as healthy as possible. As such, it may take a little longer than usual to process your order, but rest assured we’re working exceptionally hard to get orders out to our customers as quickly as possible.

If you have already placed an order with us, please allow for a minimum of 2 weeks from the date of purchase for delivery.

If you have sent us a postal order, please note, we have limited resource and are processing orders one day per week. We are working through the backlog and processing any orders that we can. If any items on the order cannot be fulfilled we are returning the orders to customers automatically.

In order to keep up with demand, we have introduced a daily limit on the number of orders our nursery and warehouse can process. What to expect: Once the threshold is reached, there will be a message across the website indicating the same, and you will no longer be able to finalise your order.

We understand that these measures will mean a greater inconvenience for our customers and for that we apologise. We will continue to work around the clock and with everything in our control to continue to deliver to our customers as quickly as possible. We thank you for your support and understanding.

This is a temporary measure and we look forward to returning to full service soon.

We'd also like to thank all our teams who are working tirelessly and would like to take this opportunity to wish you and your family well during this difficult time.

The RHS Plant team

ORDERS & DELIVERY

Can I still order from your website?

In order to keep up with demand, we have introduced a daily limit on the number of orders our nursery and warehouse can process. Once this threshold is reached, there will be a message on the website indicating the same and you will no longer be able to finalise your order. This limit will reset daily, so if you were unable to complete your order today, please visit again tomorrow.

Please note our Order Line has temporarily been suspended.

We apologies for any inconvenience caused and hope to be back to full capacity soon.

When will my order be delivered?

The exceptional increase in demand we've seen has unfortunately meant our orders are taking a little longer than usual to ship.

If you have already placed an order with us, please allow a minimum of 2 weeks from the date of purchase to receive your items.

We are working around the clock to make sure every order placed with us is handled with care and is delivered to you as soon as possible.

Are you still taking postal orders and vouchers?

Our staff are everything to us and we want to take every precaution to protect them. Most of our office staff are working from home which means it is taking us slightly longer to process postal orders.
If you have already sent through your postal order/voucher, please be aware these orders may take up to 1 week from the date it was received to be processed.

Is your warehouse closing?

Following the Prime Minister's announcement on Monday 23rd March, we wanted to let you know that we are continuing to send out orders from our nursery. We have brought in extra people to help but we have seen extremely high levels of demand in the last 1 week at the same time as losing a number of members of staff who have needed to stay at home to care for their families or self-isolate.

Rest assured that we are working as hard as possible to make sure we ship orders as quickly as possible. The situation is changing all the time but we are currently shipping orders within 12 days. With the extra resources we are bringing in, we hope to reduce this over the next few weeks but we do ask you for your patience during this very difficult time.

How are you keeping staff safe?

Our staff are everything to us and we want to take every precaution to protect them. All of our office staff are working from home but the important work on our nursery and in our warehouse means that members of staff are coming to work as normal. We are following the Health Secretary Matt Hancock's advice who said on 24th March 'I want to be absolutely clear, when people absolutely cannot work from home they can still go to work, indeed it's important that they do to keep the country running' and this is consistent with the advice on the GOV.UK website.

We have taken the following measures to protect everyone coming to the nursery:

- Each morning, every member of staff has their temperature checked.
- Anyone exhibiting even mild symptoms are asked to go home and self-isolate.
- We have arranged extra bus services to avoid staff from different households travelling in the same car.

We have also implemented the following measures in our warehouse:

- Changed the layout of the benches so that the staff are 2 metres apart.
- Restricting the number of people that can use the canteen and toilets at any one time.
- Given staff extra breaks to enable more frequent hand washing and sanitisation.
- Any member of staff who is identified as high risk or requiring shielding has been sent home for 12 weeks.

This is a very difficult and worrying time for everyone but we will do the utmost to protect our staff during these uncertain times.

What is your returns policy?

We have extended the returns period for products from 28 days to 90 days for orders placed on or after the 1st March 2020. If you need to return a plant, please email customerservices@rhsplants.co.uk with photos immediately to discuss the best course of action.

Can I still receive my delivery if I'm self-isolating?

Our delivery partners are now operating contact-free delivery so that you can still receive your parcels safely without requiring a signature.

How can I contact you?

We have a small but dedicated team responding to queries via customerservices@rhsplants.co.uk. Please note we normally aim to reply to all emails within 24 hours but due to the extremely high level of orders, we are taking slightly longer than usual. Please bear with us and we will endeavour to reply as soon as possible.

If your query is urgent, please call us on 01344 578 822. Lines are open from 9am to 5pm, Monday - Friday (except bank holidays).