Delivery & Returns

Delivery during COVID-19

We have implemented Coronavirus safeguards at the Highgrove warehouse and feel confident in the steps we have taken.

During these unprecedented times, we continue to work hard to process and deliver your orders. However, despite our best endeavours, we may experience some level of disruption due to the impact of the Coronavirus. We are sorry about this. Every customer is important to us, so we are doing our best to keep any delays to a minimum. Thank you for your patience and understanding.

For specific delivery enquiries please contact customer services.


Delivery to the European Union

Due to further regulatory changes around deliveries to the EU, we have temporarily paused all shipping to the EU and European countries delivered through the EU:

Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Albania, Armenia, Azerbaijan, Bosnia and Herzegovina, Liechtenstein, San Marino, Vatican City.


Delivery Times and Prices

Important information

  • We are unable to deliver on public holidays. Any orders placed on a public holiday will be dispatched the following working day.
  • A signature is required for all deliveries. You can request that your parcel is left with a neighbour, or in a safe place.
  • All parcels are sent on a fully trackable service. Track your parcel by following the ‘View Order’ button in your shipping confirmation email.

UK Standard Delivery (excluding Northern Ireland) - £6.95
Standard Delivery will arrive within 3-5 working days from when you submit your order. Standard Delivery is available Monday – Friday.

Northern Ireland Standard Delivery - £15.95
Standard Delivery is available Monday – Friday. (Price is due to additional costs incurred on all shipments that are variable and out of our control.)

UK Next Day Delivery  (Orders placed before 12:00pm midday) - £7.95
Next Day Delivery is only available Monday – Thursday. Orders placed on a Saturday or Sunday for Next Day Delivery will be delivered within 2-3 working days.
The cut-off time for Next Day Delivery between Monday - Thursday is 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for Next Day Delivery.

UK Saturday Delivery - £19.95
The cut-off time for Saturday Delivery is Friday 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for Saturday Delivery.

Overseas Delivery - from £30.00
Please see 'International Delivery Charges'.

Important local import restrictions: It is vitally important that you check that the goods you are ordering are permitted to be imported into the destination country. A G Carrick Ltd does not accept liability for costs incurred if ordered goods are refused entry.


Alcohol Delivery Times and Prices

Important information

  • We are unable to deliver on public holidays. Any orders placed on a public holiday will be dispatched the following working day.
  • A signature is required for UK Alcohol deliveries. You can request for your parcel to be left with your neighbour, or in a safe place.
  • All parcels are sent on a fully trackable service which you can track by following the ‘View Order’ button in your shipping confirmation email.

UK Alcohol Standard Delivery - £7.95
UK Alcohol Standard Delivery will arrive within 3-5 working days from when you submit your order and is available Monday – Friday.

UK Alcohol Next Day Delivery (Orders Placed before 12:00pm midday) - £8.95
The cut-off time for UK Alcohol Next Day Delivery between Monday - Thursday is 12:00pm (midday).
We are unable to deliver on public holidays. Any orders placed on a public holiday will be dispatched the following working day.
A signature is required for all deliveries. You can request that your parcel is left with a neighbour, or in a safe place.
All parcels are sent on a fully trackable service. Track your parcel by following the ‘View Order’ button in your shipping confirmation email.

UK Alcohol Saturday Delivery - £21.95
The cut-off for UK Alcohol Saturday Delivery is Friday 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for UK Alcohol Saturday Delivery.

Overseas Alcohol Delivery From £35.00
Please note we cannot deliver alcohol (champagne, wine, spirits or liqueurs) outside Europe. There may be exceptions to the advertised price.

Important local import restrictions: It is vitally important that you check that the goods you are ordering are permitted to be imported into the destination country. A G Carrick Ltd does not accept liability for costs incurred if ordered goods are refused entry.


Hampers Delivery Times and Prices

Important information

  • We are unable to deliver on public holidays. Any orders placed on a public holiday will be dispatched the following working day.
  • A signature is required for UK Hamper deliveries. You can request for your parcel to be left with your neighbour, or in a safe place.
  • All parcels are sent on a fully trackable service which you can track by following the ‘View Order’ button in your shipping confirmation email.

UK Hamper Standard Delivery £7.95
UK Hamper Standard Delivery will arrive within 3-5 working days from when you submit your order and is available Monday – Friday.
We are unable to deliver on public holidays, any orders placed on a public holiday will be dispatched the following working day.
A signature is required for UK Alcohol / Hamper deliveries. You can request for your parcel to be left with your neighbour, or in a safe place!
All parcels are sent on a fully trackable service which you can track by following the ‘view order’ button in your shipping confirmation email.

UK Hamper Next Day Delivery (Orders Placed before 2pm) £8.95
UK Hamper Next day delivery is only available Monday – Thursday.
Please note, if you place an order on Saturday or Sunday for next day delivery, this will be delivered in 2-3 working days.
The cut-off for next day delivery between Monday - Thursday is 12:00 midday.
Orders placed to Northern Ireland do not qualify for Next Day delivery.

UK Hamper Saturday Delivery £25.95
Saturday day delivery is only available Friday.
The cut-off for Saturday delivery is Friday 12:00 midday.
Orders placed to Northern Ireland do not qualify for Saturday Day delivery.

Overseas Hamper Delivery From £35.00
Hampers that contain Alcohol can be delivered to Europe but not ROW. There may be exceptions to the advertised price.

Important local import restrictions: It is vital you check that the goods you are ordering are permitted to be imported into the destination country. A G Carrick Ltd does not accept liability for costs incurred if ordered goods are refused entry.


Roses Delivery Times and Prices

Highgrove Rose Delivery From £7.95

Highgrove Roses are supplied direct from the nursery and postage and packaging charges depend on the quantity ordered. See below for details:

  • 1 - 4 Roses - £7.95
  • 5 – 8 Roses - £15.90

Please note that delivery charges apply to all Rose orders.
Delivery of the bare root roses will be between 7-14 days.

Overseas Delivery: Highgrove Roses cannot be sent overseas. This includes Northern Ireland. Unfortunately, this is out of our control and due to the temporary supplier restrictions.


Large Terracotta Garden Pots

Delivery From £85.00

Separate shipping charges will be arranged directly through the manufacturer. Delivery to mainland UK starts from £85. The customer will be notified of the delivery date once the item(s) are ready to be dispatched. All items will require a signature so rearranging the delivery date is possible to do at this stage. The item(s) will be delivered by courier and may require a large vehicle so please note any delivery instructions. 

You have the right to cancel your order at any time before your order has begun to be processed.


International Delivery Charges

Our international delivery charges are shown below. There may be exceptions to these prices, for example with rose bushes or pre-order items. However, information will be displayed on the product page, and the charges will be clearly displayed at the checkout page. International delivery charges are payable by you in addition to the purchase price. Deliveries outside the UK can take up to 14 working days.

Location

Rate

Europe

from £30.00

USA & Canada

from £55.00

Rest of World

from £55.00


Global Destinations

We accept orders for delivery to most global destinations. If your country is not listed in the drop-down menu at the checkout please contact Customer Services who can quote and arrange delivery to your country.

Important local import restrictions: it is vitally important that you check that the goods you are ordering are permitted to be imported into the destination country. A G Carrick Ltd does not accept liability for costs incurred if ordered goods are refused entry.


Order Tracking

If you would like to check the status of an order already placed, please log in to your account and follow the appropriate tracking link if available. If no tracking link is shown please contact Customer Services. We will respond to you as soon as possible.


Payment Information

Payment will be taken at the time of order and you will be notified once your order has been dispatched. For hamper orders your payment details will be taken at the point of order. However, the payment will be taken from your card at the point of sending the hamper out to you. Many of our products are made by artisan craftsmen using long manufacturing processes. If for any reason it is not possible to fulfil your order within this time-frame, you will be informed immediately.


Packaging Policy

In order to minimise our impact on the environment and maximise the income to The Prince of Wales's Charitable Foundation, we aim to keep our packaging to a minimum and wherever possible use environmentally friendly and recycled materials. We are unable to offer a gift-wrapping service but do wrap items appropriately to ensure that your order arrives safely.


Returns

In the unlikely event that you are not absolutely delighted with your order, our Returns Policy explains what you can do.


Damaged Items

All our parcels are carefully packed by hand at our warehouse. Should your order be damaged in transit, please notify us by contacting Customer Services within 28 days of receipt and we will be pleased to replace it. Please see 'To return an item' for details of how to return damaged goods to us. If you are returning an item because the goods are damaged, we will be happy to refund all reasonable delivery charges incurred by you. In all other circumstances where Highgrove is not at fault, the cost of returning unwanted items will be your responsibility.


Incorrect Items

If we have sent you an incorrect item, please notify us by contacting Customer Services as soon as possible. Please return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.


Exchange/refund

If you are not entirely delighted with the products that you have chosen, you may return them to us within 28 days of receipt. We will be happy to offer you an exchange or, if you wish, a refund.

However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.

We will refund the cost of your item and any delivery costs you have paid to receive the goods (although, as permitted by law, the maximum refund for your delivery costs here will be the costs of delivery by the least expensive delivery method we offer) without delay, and in any event within 14 days of the date we receive your returned product, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

We are unable to refund or exchange Garden Tour tickets, Event tickets, Garden Tour vouchers, perishable goods (such as food, beverages, and plants) and personalised goods. We are also unable to refund or exchange toiletries or pierced earrings for hygiene reasons.


Cancelling an online order

Under the European Union's Consumer Rights Directive, consumers may cancel any contract for goods at any point from the time of ordering until 28 days after delivery. Exceptions are: foodstuffs; beverages; perishable items; and any item made specifically for you (such as personalised or bespoke items).

To cancel a contract for non-food and beverage items, please contact us to let us know. If you send your cancellation in writing, please give the reason for the return as 'Contract Cancellation'. Please package the relevant item securely and send it to us so that we are in receipt within 14 days of the date that you told us you wanted to cancel your order. We will reimburse the standard delivery costs of returning the item.


To return an item

Should you be returning an order because you are not satisfied with it, please enclose all details of the purchase. Please also give the reason for your return and let us know whether you would like a refund or exchange. Pack the items back into a parcel, preferably using the original packaging, though this is not obligatory. Attach the invoice and return the parcel to the address below. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. This returns policy does not affect your legal rights.

Returns address:

A.G. Carrick Limited
Unit 7
Warren Business Park
Knockdown, Nr. Tetbury
Gloucestershire
GL8 8QY

Please note: When returning items, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.


FAQs

Can you despatch my order right away?
Orders purchased under our Next Day Service and placed before noon will be despatched the same day. Orders placed under our Standard Delivery Service will be despatched in 3-5 working days.

Can I add a gift message once I have completed my order?
Regrettably, once an order is placed, you cannot add gift messages.

Can I request a specific despatch date for my goods?
Goods are despatched promptly. However, if you have a specific date in mind, please let us know as soon as you have ordered, and we will do our very best to fulfil your request. For more information, please contact Customer Services.

Do you include an invoice stating the price?
No. Each order includes a packing note but it does not state the price of the goods.

I have noticed that the billing address is wrong. Please can I edit it?
Regrettably, once an order is complete, you cannot edit the billing address.

I have placed an order, but I would like to change the delivery address?
Regrettably, once you have placed an order, you cannot change the delivery address.

Do you gift-wrap?
We do not offer a gift-wrapping service.

I’ve placed more than one order. Can you combine them?
Unfortunately, our system doesn’t allow that.

Can I pre-order an item that is currently out of stock?
We do not take pre-orders. However, please feel free to email us to check if a specific item is available to purchase.

Can you notify me when an item is back in stock?
We cannot notify you. However, please feel free to email us to check if the specific item is available to purchase.

How do I return an item that is over 2kg?
Please email us detailing the item you wish to return, your order number, address, and the suitable date to arrange a collection with the courier. Collections are made between 9:00am and 6:00pm.

Why is the discount code not working when I am trying to place an order?
Unfortunately, discount cannot be applied to all lines. The following lines are exempt from promotional discounts: lithographs, Events, Garden Tours & Champagne Tea Tours, vouchers, willow sculptures, selected garden pots, rocking horses.

Can I request a particular cask number on the Laphroaig Whisky?
We will do our best to provide the requested number. However, we cannot guarantee this service during busy periods.