Victoriana Nursery Garden's Trading Policy

Since 1963 we have been growing plants in Challock and sending them to customers - our garden friends - all over England, Scotland, Wales and Ireland.

Quality

All our plants are transplanted and grown on for a vigorous root system to develop. We do not employ mass production methods under high temperatures. Furthermore, we do not dispatch 'un-hardened' plants either. We only employ traditional production methods using the finest quality seed and cutting material. We dispatch plants either from the open ground, in pots or in cells that give a good quality well developed plant. Our cell or plug plants are not tiny seedlings, as supplied by some other nurseries; to describe a tiny seedling, still with its cotyledons, as a saleable plant is unforgivable - similarly to describe a 1ft tall stick in a 9cm pot as a 'tree'. A one off sale is not what we seek. We want you to be pleased, come again and recommend your friends.

Dispatch Time & Delivery

For 'standard delivery' we handle our orders on a weekly order book basis; place your order before close of business on Friday and it will be processed and dispatched the following week. If we are not going to dispatch your order that week we will confirm receipt of your order and advise you of the likely dispatch time. Additionally we are now able to offer enhanced delivery options such as 'Next Day' or 'Specific Day' which are detailed at our checkout. We dispatch either by the conventional postal system or by courier, depending on the size and content of your order.

If your order is for items pre-season (ie ordering fruit trees mid Summer for Autumn dispatch) we shall debit 25% of the order value at the time of the order being placed with the balance being debited on or shortly before dispatch day.

Seasonality

Obviously some subjects are seasonal by nature, i.e. we cannot lift and dispatch open ground grown hedging items or fruit trees in the middle of Summer, similarly we rarely dispatch aquatics in the Winter due to the fact they are dormant.

No season is the same. In order that you obtain the best results from our stock under no circumstances will we dispatch when the plants are not in a fit condition for dispatch due to ground or climatic circumstances.

Our Guarantee / Cancellation / Special Instructions

Refund / Replacement
All our stock is covered under a seven day guarantee meaning if you are unhappy with your purchase from us simply return it to us within seven days for either replacement or refund. No replacements or refunds are made if stock is not returned in accordance with this undertaking or after stock has been planted unless such stock has been covered under a particular extended growth indemnity.

Some products such as our Shrub Rose Hedging carry extended growth guarantees in addition to our standards terms. Our Golden Harvest Seeds are guaranteed to germinate and have a one year guarantee.

Non Receipt Of Goods
Any claim or query regarding non-receipt of stock must be made within one month of receipt of your guarantee / invoice, or where a later dispatch date has been advised within one month of the date given.

Your Right To Cancel
If you change your mind about anything you order, you can cancel that order free of charge so long as you do so within seven days of receipt of goods. You do not have to provide any reason for cancellation. Goods may be on their way to you. We will cancel any such order without charging you, with the exception that we reserve the right to make a charge for carriage costs incurred when necessary. In the event of cancellation we guarantee to refund your money within 30 days.

Special Instructions
If you give us Special Instructions with regard to your order every effort will be made to adhere to these; if we are unable to adhere to your Special Instructions for whatever reason our liabilty is strictly limited to the full order value and any carriage charges incurred - refund will only be made after return of the goods (at our cost). If you give us any instructions with regard to leaving goods in a safe place if you are unavailable to sign for receipt we cannot accept any liability for loss or damage for whatever reason.

All mail order friends receive a copy of our combined Guarantee / Invoice either with their order or with their order confirmation. Please retain and keep in a safe place. In the event of any query please quote the invoice number printed on same.

This guarantee does not affect your Statutory Rights.

Payment Methods & Security

Our checkout procedure operates on a secure server using 128 bit encryption. This means that when giving your details, they are fully encrypted (security coded), and remain secure across the Internet and after they reach our order processing centre. Throughout payment and subsequently your credit/debit card details are encrypted to secure all your information from the possibility of unauthorised access or disclosure.

A confirmation that your order has been received safely will be displayed on your screen a few moments later. You will also be e-mailed an order confirmation.

Cards Accepted

We accept most major credit and debit cards - Visa, Mastercard, Switch, Maestro, Delta and Solo.

Alternative Methods Of Payment

You do not have to pay for your goods through the website. You can place your order by telephone on 01233 740529 or alternatively send payment (cheque, postal orders or credit card details) to Victoriana Nursery Gardens, Challock, Ashford, Kent. TN25 4DG. You may also fax your order and credit card details to us on 01233 740030.

Prices

All prices quoted are in GBP (£). All prices are inclusive of value added tax (VAT) where applicable. A processing, packing and carriage charge will be added to your order at the checkout stage - this charge will be based on the size and weight of your order, where you would like your order delivered to and when you wish to receive your order. Full details of our carriage charges can be found on our Carriage Charges Page

Should your order be subject to any additional charges we shall always contact you for your prior approval.

We regret we no longer provide an export service.

Receipts

All orders are accompanied by a fully detailed receipt, including itemised prices and VAT details. This will also act as your credit / debit card receipt (if you paid by card).

Fulfilment

If for any reason we are unable to fulfil your order after you have made payment we will refund the payment in full immediately.

Mistakes

Although we like to think it's very unlikely, if we make any mistake to do with your purchase, we will correct the error within 30 days.

Privacy

Here at Victoriana we are committed to protecting your privacy and keeping your confidential information exactly that - confidential. Please read on for more details about our privacy policy.

What Information Do We Collect?
When you order, we need to know your name, e-mail address, delivery address and credit or debit card details. This enables us to process and fulfil your orders and to notify you in the event of any queries. We also request your telephone number, which allows us to contact you urgently if there is a problem with your order. We will communicate with you by e-mail, telephone or letter.

When you request literature we ask for your name, postal address and e-mail address. Your literature will be sent by the conventional postal system.

When you complete our contact form we ask for your name, e-mail address, telephone number and country of residence. We will communicate with you by e-mail or telephone.

How Do We Use The Information?
In all cases the information you provide is used for the one time use it was collected for only.

After placing an order with us your details and the details of that transaction are held in our secure filing system for a period of six years and then destroyed.

In the case of catalogue requests your details are destroyed once our literature has been sent to you.

In the case of information requests your details are destroyed once your query has been satisfied.

We have never and will never sell, rent, share, trade or give away any information we hold about you, ie we do not sell customer names, addresses (postal or email) or telephone numbers.

We have never and will never send you unsolicited mail (ie updated catalogues, mail shots etc) either by email or the conventional postal system and we do not 'cold call' by telephone.

Cookies

Our on line shopping system uses 'cookies' which are small pieces of information that are stored on your computer's hard drive by your browser. Most browsers allow the cookie function to be turned off. If you want to know how to do this look at the help menu on your browser, however, you will not be able to use our on line ordering system with cookies turned off. The cookies our system creates are automatically deleted from your computer when you submit your order. If you do not submit your order the cookies are automatically deleted from your computer within 1 hour.

Google Analytics
This website uses Google Analytics, a web analytics service provided by Google, Inc. ('Google'). Google Analytics uses 'cookies', which are text files placed on your computer, to help the website analise how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

Your Rights

You have a right to ask for a copy of the information we hold on you and to have any inaccuracies corrected.

Your Consent

By using our Site, you consent to the collection, processing and use of this information by Victoriana Nursery Gardens.

Change

Any changes to our privacy policy will be posted on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Liability

We cannot be held liable for any loss that you may suffer if a third party obtains unauthorised access to any data, including account details or details you provide us when accessing or ordering from this site, unless this can be proven at law to be due to our negligence.

Intellectual Property & Copyright

Floriculture International Ltd and or Stephen Shirley are the owners of all intellectual property rights in relation to this website and its content (including, but not limited to, all trademarks and copyright). Except as permitted below no part of the Website may be reproduced, displayed, copied, translated, adapted, downloaded, broadcast, used or republished in any form including (without limitation) distribution, or storage in a system for retrieval.

Permission is granted to electronically copy and to print in hard copy portions of the website for the sole purpose of using the website as a private non-commercial information resource, provided that all copyright notices are included and no alterations or additions are made to the content.

Any other use of material on the Website, including reproduction for purposes other than those noted above, modification, distribution or republication without the prior written consent of Floriculture International Ltd is strictly prohibited. No part of the website may be distributed or copied for any commercial or public use without the prior written consent of Floriculture International Ltd.

Law & Jurisdiction

This website has been created and is hosted in the United Kingdom. The terms and conditions (and accordingly all visits to this website) shall be governed by the laws of England and the court of England will have exclusive jurisdiction over any disputes arising in relation to these terms and conditions.