Roots 5 Year Guarantee | Any problems with your plants, we'll send you your money back

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Roots Customer Support

We want you to feel comfortable throughout the whole process of your purchase of our plants, so if there is something you're not quite sure about, need some help or advice just know that we're here for you. Check out our ordering, delivery and returns FAQs below or just get in touch.

In order to respond to queries as efficiently as possible, we don't have a telephone number. Simply email our friendly support team on support@rootsplants.co.uk or use the website live chat feature and we will get back to you shortly to resolve any queries.

Ordering

Why have I not received my confirmation email?

Please check your junk/spam folder if you have not received an email confirmation.

When can I expect my order to be delivered?

The delivery timescale for each plant is on the web page (near the ‘add to basket’ button). Please note we quote ‘working day delivery’ as the nursery are closed on weekends, so working days will be Mon-Fri excluding bank holidays. We are unable to advise an exact dispatch date at the time of ordering, but you will receive a dispatch email with a delivery date once it’s on it’s way.

Where do you deliver to?

Currently, we are not able to process website orders for delivery outside the UK mainland. For UK deliveries outside the mainland, please contact our support team on support@rootsplants.co.uk or use the website live chat feature.

What payment methods do you accept?

We accept payment by debit and credit cards - VISA, Mastercard and American Express. We also accept Google Pay and Shop Pay.

Can I amend my order?

You can amend your order at any time prior to the nursery processing it by emailing us at support@rootsplants.co.uk - It would help if you include in the subject line 'Amend order'. If your order has been processed by the nursery for dispatch then it will not be possible to amend your order.

How do I apply my discount code?

Discounts and delivery charges are applied at the checkout. Please enter your discount code into the discount code field at this stage.

My items have arrived damaged - what should I do?

If there are any problems with your order once it has arrived, please contact our support team on support@rootsplants.co.uk or use the website live chat feature and we will be happy to resolve your issue.

Will my order be delayed if one of the items is out of stock?

We're all about reducing our carbon plant print, so sometimes we will hold your order for a short while so that we can make just one delivery. If the dates are too far apart, we'll split the order and send them separately, with no extra delivery charge to you.

Delivery

Where is my order?

The delivery varies for each plant, as each growing cycle is different! We aim to have all orders despatched within the month advised at the time of placing your order.

Please view the expected delivery time for each item on the product page (near the ‘add to basket’ button). We are unable to advise an exact dispatch date at the time of ordering, but you will receive a dispatch email with a delivery date once it’s on it’s way.

Please note we quote ‘working day delivery’ as the nursery are closed on weekends, so working days will be Monday - Friday excluding bank holidays

How do I track my order?

You will receive a dispatch email once your order has been processed and dispatched from the nursery with a tracking link so that you can check the arrival of your order. You should be given a 2 hour time slot from Yodel on the day of delivery.

I’ve received part of my order, when will the rest of my items arrive?

We send orders from multiple specialised nurseries for each type of plant. If you’ve ordered a fruit tree and a bedding plant then these will arrive separately, so do not be alarmed if you only receive part of your order.

How will my order be delivered?

We process all of our orders through a specialist network designed to handle plants. Specialist equipment will ensure that no plants will be damaged during the sortation process. Careful handling.

Can I choose a delivery time slot?

At this time, we are unable to offer specified delivery time slots.

Returns & Cancellations

How do I return an item?

If you wish to return an item, please email our customer support team on support@rootsplants.co.uk

We will require your name, order number, email address, phone number and the items that you wish to cancel.

Can I cancel my order?

You can cancel your order at any time prior to the nursery processing it by emailing us at support@rootsplants.co.uk - It would help if you include in the subject line 'Cancel order'. If your order has been processed by the nursery for dispatch then it will not be possible to cancel your order.

Plant & Plug FAQs

I'm not ready to plant yet - what should I do?

They'll be happy for a few days kept on a sunny window sill with some water. If you need a little more time - put them in some compost in a bucket or pot and they'll be happy for a few weeks.