Delivery & Returns

Delivery during Parcelforce strikes

Please note services will be affected on the following dates due to the Parcelforce strikes:

  • 30th September
  • 1st October

We endeavour to deliver orders as quickly as possible. However, this is unfortunately outside our control. We, therefore, advise our customers to place orders in advance to prevent delays.

Thank you for your understanding.


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

Northern Ireland Standard Delivery - £15.95
Northern Ireland 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
UK Next Day Delivery is only available Monday – Thursday.
Orders placed on a Saturday or Sunday for UK Next Day Delivery will be delivered within 2-3 working days.
The cut-off time for UK Next Day Delivery between Monday - Thursday is 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for UK Next Day Delivery.

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

Overseas Delivery From £20.00
Please see our International Delivery page.

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.

P.O. Box Delivery
We're sorry, but Highgrove Gardens shop orders cannot be shipped to P.O. Boxes because:

  • We prefer to send directly to you so that we know where the parcel ends up.
  • We like to use the same courier every time so that we can ensure the quality of service.
  • We prefer to hand you the package so that it does not become cramped or crushed in a box.
  • When sending to a P.O. Box, our shipping partner requires a signature from the recipient, which we cannot obtain.

If you try to ship an order to a P.O. Box, your order will be ‘cancelled’ and you’ll receive an email from us letting you know. In this instance, please contact us to provide a residential address, and we will send it out straight away!


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

Northern Ireland Standard Alcohol Delivery - £15.95
Northern Ireland Standard Alcohol 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 Alcohol Delivery (Orders placed before 12:00pm midday) - £8.95
UK Next Day Alcohol Delivery is only available Monday – Thursday.
Orders placed on a Saturday or Sunday for UK Next Day Alcohol Delivery will be delivered within 2-3 working days.
The cut-off time for UK Next Day Alcohol Delivery between Monday - Thursday is 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for UK Next Day Alcohol Delivery.

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

Alcohol Overseas Delivery From £20.00
Please see our International Delivery page.

We cannot deliver alcohol outside Europe, the USA, and Canada.
We can only deliver Cuvée Champagne Blanc and Laphroaig 12-Year-Old Islay Single Malt Scotch Whisky to Europe.
We can only deliver Champagne and wine to the USA and Canada. Unfortunately, we cannot ship spirits, including whisky and gin, to the USA and Canada.
Alcohol delivery to the USA and Canada is limited to 8 bottles per order.
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 Standard Hamper Delivery - £7.95
UK Standard Hamper Delivery will arrive within 3-5 working days from when you submit your order.
UK Standard Hamper Delivery is available Monday – Friday.

Northern Ireland Standard Hamper Delivery - £15.95
Northern Ireland Standard Hamper 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 Hamper Delivery (Orders placed before 12:00pm midday) - £8.95
UK Next Day Hamper Delivery is only available Monday – Thursday.
Orders placed on a Saturday or Sunday for UK Next Day Hamper Delivery will be delivered within 2-3 working days.
The cut-off time for UK Next Day Hamper Delivery between Monday - Thursday is 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for UK Next Day Hamper Delivery.

UK Saturday Hamper Delivery - £25.95
The cut-off time for UK Saturday Hamper Delivery is Friday 12:00pm (midday).
Orders placed to Northern Ireland do not qualify for UK Saturday Hamper Delivery.

Hamper Overseas Delivery From £20.00
Please see our International Delivery page.

We cannot deliver hampers that contain alcohol outside of Europe, the USA and Canada.
We cannot deliver hampers that contain specific organic products to Europe. 
We can only deliver hampers that contain Champagne and wine to the USA and Canada. Unfortunately, we cannot ship hampers that contain spirits, including whisky and gin.
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 £6.95

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

Please note that delivery charges apply to all Rose orders.
Delivery of the bare root and container roses will be between 7-10 working 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

Large Terracotta Pots Delivery From £85.00

Separate shipping charges will be arranged directly through the manufacturer. Delivery to mainland UK starts from £85.00. 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 £20.00

USA & Canada

from £55.00

Rest of World

from £55.00


Global Destinations

Please see our International Delivery page.

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, Gift Sets and Hampers. 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. Please download the following form and complete in full. 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.