Home/FAQ
FAQ 2016-12-23T22:32:06+00:00

If you have a question which is not dealt with here please contact us and we will try to respond quickly.

Shopping with Penlan Perennials

Do you have a paper catalogue?

Sorry, but no we don’t.  You can download a free PDF catalogue or Plant List:  2016 Catalogue

Do you have a regular newsletter?

We do have a newsletter, regular it is not!  If you would like to receive our news of free or discounted plants, special offers, plant sales, shipping deals and discounts you can sign up to our Newsletter.  We promise not to bombard you – three times a year if you are lucky!   We have a strict Privacy Policy.

Which credit and debit cards do you accept and are my payments safe?

We accept Visa and Mastro credit and debit cards via Worldpay, the UK’s leading internet payment provider.  We do not see or store your credit card details.  When you have made your payment you are redirected back to our site to complete your order and you should not log off until this is confirmed.  Payments by PayPal, cheque or bank transfer are also options.

Can I place an order and collect it from the nursery?

Yes you can.  During checkout use the option to collect from the nursery.  There is a map of our location on the contact page.

Can I place an order in autumn/winter but have my plants delivered in Spring?  

Yes you can.  We are one of the few nurseries offering an ‘overwintering’ service, between October and February.  During checkout a box for comments is available ~ just make a note here and we will confirm your order and then contact you again in early Spring to agree delivery.

I add plants to my basket and they disappear when I leave your site. Why? 

You are a guest unless you have created an account with us, so your shopping basket is temporary and when you go so does your basket!  If you already have an account you must log in and then your chosen plants stay in your account until you remove items or proceed to the checkout (see next question also!).

I added plants to my basket and when I logged in again a few days later and tried to checkout some plants were unavailable. Don’t my plants get saved for me?  

Sorry, no they don’t.  Imagine if everyone kept plants in their basket and never checked out, we would have nothing to sell and other customers would have nothing to buy!  Plants are not reserved and are not removed from stock until checked out so if another customer purchases the last few then the plant becomes ‘Out of Stock’ despite you having put it in your basket earlier.

Can I send plants to someone else as a gift?

Yes, just put their address in the shipping details and we can also include a Gift Card.  Any message you wish to have conveyed can be written in the comments box during checkout and we will transfer this to the Gift Card.  No invoice will be sent to the recipient but they will still need to sign for the plants. We will advise you of the shipping date and leave it to you to inform the recipient. We will liaise with you to make sure the date is convenient to all parties.

Can I download your photographs? 

You may download our photographs for private personal use.  All the material on this site is © Penlan Perennials and permission should be sought for any other use. This includes publication in blogs and web forums, or for commercial purposes.  We will take action against anyone using our material without permission.

What compost are your plants grown in and what are your pot sizes?  

All our plants are grown in Melcourt Sylvamix, a peat free compost.  Pot size, as well as other useful information, can be seen under the Additional Information tab on the product page.

What chemicals do you use? 

None. We grow all our plants organically.  We use an organic deterrent for Vine Weevil called Met52.

Do you export?

Yes, we export to all European Union countries.  We are experienced exporters and respond quickly to potential orders to give you a detailed breakdown of carriage charges.  There is free movement of plants throughout the EU (including Switzerland) and no phytosanitary certificates are required.

What happens if I don’t receive a delivery?

Our courier will notify you of your one hour delivery slot by email or text message if we have a mobile number.  We track all deliveries so if yours has not arrived please let us know immediately by telephone or email and we will do an internet trace on your parcel and get back to you.  If a parcel is lost we will replace it if applicable or refund plant and shipping charges.

When are you open?

The nursery is open for visits by prior appointment and for the collection of orders.  We also accept garden club visits by prior arrangement.  See Visits for details

Do you give talks?

Yes.  We give talks all year.  Please see Talks  further details and a list of available talks.

Do you offer wholesale terms?

We can offer wholesale terms.  The discount is 20% and the minimum order, before carriage, is £200.  Please note that our quantity discounts do not apply for wholesale sales.  Contact us by email for quotes or further information.  We accept Purchase Orders.

How will you resolve my complaint?

This site complies with the EU Distant Selling Regulations 2000.  We will only consider complaints made within seven days of receiving the plants.  On receipt plants should be unpacked and inspected.  If the plants are damaged or are unacceptable to you please contact us.  We will always endeavour to resolve any complaint quickly and to your satisfaction, by replacing plants or offering a refund.  We may ask for the plants to be returned, in which case we will refund the return postage.  If you do not receive a parcel because it is lost we will endeavour to replace the order.  If we cannot we will refund your plant and shipping charges, whereupon our liability ceases. Nothing in this statement should be construed as a change to your statutory rights as a consumer.

Do you have a Notice & Takedown policy?

Yes we do. This Notice & Takedown Policy and Procedure is a key step in protecting the intellectual property rights of others.  As inadvertent copyright breaches are sometimes unavoidable despite care and diligence, this policy makes it clear that Penlan Perennials will promptly investigate and act upon any notices received alleging that material published on this website infringes the intellectual property rights of any third party.  Under the provisions of this Notice and Takedown Policy, all notices and complaints will be assessed and the material in question may be taken down pending the outcome of a further investigation. Depending upon the outcome of that investigation, various outcomes may be possible including the permanent removal of the material, the negotiation of a licence or, in the worst case, the seeking of further legal advice.

© Penlan Perennials: revised August 2016

My Password won’t work on your new site 2016-07-14T11:00:41+00:00

Sorry, but no it won’t.  This was a security measure when we transferred customer details to our new servers.  Simply use the Forgotten Password link on the login page and the system will generate a new password for you and send it by email.  Don’t forget to check your Spam box if it is not received in your Inbox.  You can then log in and change this to something memorable in your account.  All your previous orders will be there.

You can also checkout your plants as a guest, without logging in, but your details will not be stored in your account.

Which credit and debit cards do you accept and are my payments safe? 2015-08-30T13:04:49+00:00

We accept PayPal and most credit and debit cards via Worldpay, the UK’s leading internet payment provider. We do not see or store your credit card details. When you have made your payment you are redirected back to our site to complete your order and you should not log off until this is confirmed.
Payments by cheque or bank transfer are also options.

Do you have a Notice & Takedown policy? 2015-08-30T12:55:59+00:00

Yes we do. This Notice & Takedown Policy and Procedure is a key step in protecting the intellectual property rights of others. As inadvertent copyright breaches are sometimes unavoidable despite care and diligence, this policy makes it clear that Penlan Perennials will promptly investigate and act upon any notices received alleging that material published on this website infringes the intellectual property rights of any third party. Under the provisions of this Notice and Takedown Policy, all notices and complaints will be assessed and the material in question may be taken down pending the outcome of a further investigation. Depending upon the outcome of that investigation, various outcomes may be possible including the permanent removal of the material, the negotiation of a licence or, in the worst case, the seeking of further legal advice.

How will you resolve my complaint? 2016-12-23T22:32:07+00:00

This site complies with the EU Distant Selling Regulations 2000. We will only consider complaints made within seven days of receiving the plants. On receipt plants should be unpacked and inspected. If the plants are damaged or are unacceptable to you please contact us. We will always endeavour to resolve any complaint quickly and to your satisfaction, by replacing plants or offering a refund. We may ask for the plants to be returned, in which case we will refund the return postage. If you do not receive a parcel because it is lost we will endeavour to replace the order. If we cannot we will refund your plant and shipping charges, whereupon our liability ceases. Nothing in this statement should be construed as a change to your statutory rights as a consumer.

Do you offer wholesale terms? 2015-08-30T12:54:57+00:00

We can offer wholesale terms. Minimum order is £500. Please contact us for further information.

Do you give talks? 2015-12-19T17:56:00+00:00

Yes. Here is a list of our talks: TALKS

When are you open? 2015-08-30T12:54:13+00:00

We are only open by prior appointment and for the collection of orders. We also accept garden club visits by prior arrangement.

What happens if I don’t receive a delivery? 2015-08-30T12:53:53+00:00

This is extremely rare and there is usually a good reason. Our carrier rarely lets us down and all deliveries are fully insured (with the exception of those delivered without the required signature). Please let us know immediately by telephone or email and we will do an internet trace on your parcel and get back to you. If a parcel is lost we will replace it if applicable or refund plant and shipping charges.

Do you export? 2015-08-30T12:53:26+00:00

Yes, to all European Union countries. We are experienced exporters and respond quickly to potential orders to give you a detailed breakdown of carriage charges. There is free movement of plants throughout the EU (including Switzerland) and no phytosanitary cetificates are required.

What chemicals do you use? 2015-08-30T12:52:58+00:00

None. We grow all our plants organically.

What are your plants grown in? 2015-08-30T12:52:33+00:00

All our plants are grown in Melcourt Sylvamix, a peat free compost.

Can I download your photographs? 2016-12-23T22:32:07+00:00

You may download our photographs for personal use only. All the material on this site is © Penlan Perennials and permission should be sought for any other use. This includes publication in blogs and web forums, or for commercial purposes.

Can I send plants to someone else as a gift? 2015-08-30T12:51:35+00:00

Yes, just put their address in the shipping details and we can also include a gift card. Any message you wish to have conveyed can be written in the comments box during checkout and we will transfer this to the Gift Card. No invoice will be sent to the recipient but they will still need to sign for the plants. We will advise you of the shipping date and leave it to you to inform the recipient. We will liaise with you to make sure the date is convenient to all parties.

I added plants to my basket and when I logged in again a few days later and tried to checkout some plants were unavailable. Don’t my plants get saved for me? 2015-08-30T12:49:59+00:00

Sorry, no they don’t. Imagine if everyone kept plants in their basket and never checked out!! We would have nothing to sell and other customers would have nothing to buy! Plants are not reserved and are not removed from stock until checked out so if another customer purchases the last few then the plant becomes ‘Out of Stock’ despite you having put it in your basket earlier.

I add plants to my basket and they disappear when I leave your site. Why? 2015-08-30T12:49:33+00:00

You have not created an account with us so your shopping basket is temporary and when you go so does your basket! If you already have an account you must log in and then your chosen plants stay in your account until you remove items or proceed to the checkout (see next question also!).

Can I place an order in autumn/winter but have my plants delivered in Spring? 2015-08-30T12:47:44+00:00

Yes you can. During checkout a box for comments is available ~ just make a note here and we will confirm your order and then contact you again in Spring to agree delivery.

Can I place an order and collect it from the nursery? 2016-12-23T22:32:07+00:00

Yes you can. Use the option to collect from the nursery. There is a map of our location on the contact page.