At Orchard Lane Shop, we take as much care in packing your plants as we do in growing them. However, we understand that sometimes things don’t grow as planned. If you’re not completely satisfied with your order, our returns policy is designed to put things right.

Our Returns Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition as when you received it.

Please note: Due to the perishable nature of living plants, we cannot accept returns on the following items unless they arrive damaged or incorrect:

  • All fruit trees (Apple & Pear Trees, Citrus Trees, Fig Trees, Exotic Fruit Trees)
  • Berry plants (Blueberry Plants, Currant Plants, All Other Berry Fruits)
  • Vegetable plants (Artichoke Plants, Asparagus Plants, Brassica & Leafy Green Plants)
  • Potatoes (First Early Potatoes)
  • Herb plants (Culinary Herb Plants)

For these items, please contact us immediately at [email protected] if there are any issues with your order.

How to Return an Item

To initiate a return or exchange, please follow these steps:

  1. Contact us within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you’d like to return or exchange.
  2. We will respond with instructions on how and where to send your package (returns to our Norwich nursery cannot be accepted without prior authorization).
  3. Pack the item securely in its original packaging, including all plant tags and documentation.
  4. Ship the package to the address we provide, keeping the tracking number for your records.
  5. Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or damaged product). We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

Refunds

Once your return is approved:

  • Refunds will be processed to the original payment method within 5-10 business days after we receive the returned item.
  • You will receive an email notification when your refund has been processed.
  • Original shipping costs are non-refundable (except in cases of our error).
  • For exchanges, we will ship the replacement item once the original is received.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. We may require photographic evidence of the damage or incorrect item. In such cases, we will cover all return shipping costs and expedite your replacement.

Return Request Template

To help expedite your return, please use the following template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear Orchard Lane Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details: – Product Name: [Product Name] – Reason for Return: [Reason – e.g., changed mind, damaged, incorrect item] – Preferred Resolution: [Refund or Exchange for (specify product if exchanging)] I understand that I am responsible for return shipping costs unless this return is due to an error on your part. Please provide return instructions at your earliest convenience. Thank you for your help with this matter. Best regards, [Your Full Name] [Your Contact Information]

Questions?

Our gardening team is happy to help with any questions about returns or exchanges. Contact us at [email protected] or write to:

Orchard Lane Shop
88 Magdalen St
Norwich, GB NR1F 6PJ

Happy gardening,
The Orchard Lane Team