Delivery & Returns

Delivery Cost

  • Orders £100 and over to mainland UK are delivered FREE with box deliveries
  • Orders under £100 to mainland UK* £7.99 for box deliveries
  • Orders requiring a pallet delivery, free delivery over £300 or a £30 pallet charge if the order is under £300.
  • Bespoke deliveries that require a dedicated vehicle is a charge of £300 or free on orders over £1000.
  • We can deliver to Scottish Highlands* & Islands, Channel Islands, Isle of Wight and Isle Man, but the delivery cost will need to be quoted by one of our team, so please contact us on

*Please note that due to new Brexit rules, we are currently unable to export to both Northern Ireland and the Republic of Ireland.

*For some plants that are too heavy or too tall to be packed in cardboard boxes we use pallet deliveries. In these circumstances, we require a minimum order value of £300 for free delivery, or you can make a contribution towards the delivery cost. Look out for the information on product pages which explains this further where applicable and if your order is for less than £300 please call or email us to agree a delivery contribution. This requirement only applies to those plants where it is clearly indicated on the product page.

*AB (Aberdeen) and DD (Dundee) postcodes do incur pallet delivery surcharges.

Pallet deliveries are always undertaken on an 18 tonne vehicle (similar size to a standard refuse vehicle). If for any reason you require a smaller vehicle please contact our sales team who can arrange this for you. There will be an additional surcharge applied for small vehicle deliveries.

Delivery Timescales

99% of our orders are dispatched within 3-5 days* of receipt (some troughs and tree deliveries may take up to 14 days at present) and most the day after the order is placed. We can do “next day delivery” on many of our products but please call before placing your order to check. *Excludes bank holidays. Peak seasons and busy periods delivery time will differ, please check your email order confirmation for your delivery lead time.

We can also deliver on a specified date to suit you. Please indicate the date you would like to receive delivery in the notes section of the checkout (or place your order by phone) and we’ll do our utmost to meet that date.

Occasional hiccups can occur (such as broken down vehicles) and although we are very experienced in logistics we cannot be held liable for costs incurred or inconvenience due to late deliveries – see terms and conditions for more information.

Exceptions to our quick turnaround timescale

Pre orders – if you have placed an order that includes products on pre order, then they will be dispatched to you as soon as they are available. If your order includes pre order bare roots or root balls you will be notified once they are being dispatched (root balls from mid to late October and bare roots from early to mid November).

Root balls – lifting root balls involves the use of complex, heavy machinery, this lifting is carried out twice a week in the root ball season so we do still have a prompt turnaround timescale but if your order has just missed one lifting, it will be a few days before we lift again. We are always happy to confirm when we can deliver to you before you order. The benefit of this method of supplying root balls is that they are always fresh and therefore have a higher success rate than root balls that are stored out of the soil.

Weather conditions can affect dispatch – bare root and root ball plants are not lifted if the ground is too cold (it damages the roots) and the delivery of all plants can be affected if the water supply is frozen (because we water all plants before packing). Extremely hot can also be challenging and occasionally we hold back orders for species that are particularly vulnerable. We ask our customers to be mindful of bank holidays when couriers are not active.

We’d like to stress that although there are exceptions, the vast majority of our orders are dispatched extremely quickly and we are proud of our logistics developed over many years of delivering plants to tens of thousands of customers.

Returns and Refunds

We inspect plants carefully before dispatch but accept that very occasionally things may go wrong. Complaints regarding bad condition of plants must be made immediately to theteam@impactplants.co.uk. We may require a photograph to be sent to us to verify the condition.

We will do our utmost to resolve your complaint, and assuming we agree with you that the plants are not of the appropriate quality, and providing you return plants in their original packaging within 14 days of delivery to you we will replace them or refund you in full. The Goods remain your responsibility until we receive them. (Please also see note in Section 2 regarding bare root plants).

If you have not notified us of a problem within 14 days of delivery, you are deemed to have accepted the plants and we have no further liability for them if they fail.

You may cancel your order but agreement must be secured from us beforehand at theteam@impactplants.co.uk.

We will not pay for the cost of delivery back to us for a cancellation after products have been shipped for the following reasons: over-purchased, no longer required or purchased in error. Should you wish to return products for any of the aforementioned reasons, you will incur both a return cost (different charges for pallets and boxes) and the original cost of delivery incurred by Imapct Plants. Please contact the Service team for charges and/or to organise a return.

Plants will be subject to a quality control check from our Nursery upon return before any refund is authorised and processed.

You can read more about our returns policy in our terms and conditions here.


After receiving your plants

We want everything you buy from us to thrive. However we cannot be responsible for the wellbeing of a plant that is in your care once you have taken delivery of it. Please see our terms and conditions.

The way to look after your newly delivered plants will vary depending on the plant, the time of year, whether it is in a pot and where you leave it. In general plants in pots can safely be left in a sheltered situation for some time provided they are adequately watered. However more tender plants may need protection from cold using bubble wrap, straw etc. During long periods (more then 2-3 days) well below freezing some evergreen plants may start to suffer from drought as they are in leaf but receiving no water from frozen roots. In this situation they may need to be taken into a warmer place until thawed and then watered.

Bare Root Plants
If you receive bare root plants but are unable to plant them immediately, for instance if it is not convenient or the ground is frozen, they can be stored in one of the following ways:
1. If the ground is not frozen dig a narrow trench and heel them in making sure the roots are covered with damp soil.
2. If the ground is frozen undo the package, check that the roots have not dried out (if they are dry stand them in water for up to an hour and then drain them), re-pack the root system only and keep in a cool shed or garage until the planting conditions improve.

Large Trees, Rootballs and Potted Plants
Very large plants generally need professional handling so that those in pots larger than about 70litres are difficult for even a strong person to move and plant. Several people, or mechanical handling, will be needed. It is usually best to leave them in a position out of strong winds which may blow them over and cause damage.

The Importance of Watering
It is very important to remember that many trees die from drought during their first year after planting. They must not be allowed to dry out completely, especially during that vital first year, so you may feel an irrigation system is worthwhile. After spending on large or specimen trees it is particularly foolish to let them die of drought. Unfortunately it is also common.

Further technical details on the different root types available
Bare root plants have been freshly lifted from the ground and wrapped and sold without the roots being contained. Root-balled plants have been lifted by machine and a ball of root and soil has been contained in hessian. They can be planted as they are or the hessian can be loosened a little. Wire root-balled plants are similar but this method is generally used for larger plants. In general bare root plants can be planted from November to April (when deciduous trees have lost most of their leaves) and root-balled plants for about one extra month. Plants in containers or pots should generally have been within their containers long enough for the roots to have developed to touch the inside of the pots but without becoming root-bound. They are suitable for planting at any time of year when the ground is not frozen hard or waterlogged. All plants will need to be looked after carefully during their first year when drought can easily kill them.