/FAQ
FAQ2018-09-23T11:45:11+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 by clicking the link at the bottom of the home page

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, Mastercard, Amex and most other credit and debit cards.  Payments by PayPal, BACS or cheque are also options.

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

Yes you can.  During checkout use the option to click and 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 tell us in the order notes box.  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.

Do you offer wholesale terms?

Sorry, no but we do offer quantity discounts of up to 10% which can be seen on each individual plant description.

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 September 2018