1. How can I place an order?

To place an order and view our complete price list, please register on our website at Registration Link. Once registered, you'll have access to our full range of products and can easily place your order.

Watch: How To Create an Account

Watch: How to Place an Order

2. What is MOQ (Minimum Order Quantity)?

The minimum order quantity for DPD delivery is 12 plants. However, if you would like to order a trolley/pallet, your order needs to exceed £650.

3. I would like to update my contact details.

To update your contact details, please use this link

1. Why do some items require orders to exceed £650?

Certain products, such as cacti, carnivorous plants, flowering plants, and succulents and glass products have specific transport restrictions that prevent them from being dispatched via DPD. These items can only be delivered on trolleys and pallets for safety reasons. To efficiently fill a trolley with these items, a minimum order value of £650 is required.

2. What is the Trolley/Box Toggle for?

The Trolley/Box Toggle allows you to choose between two delivery options:
• Box Delivery: Opt for next-day delivery with no minimum order value. Note that some items, such as cacti or carnivorous plants, are not eligible for box delivery.
• Trolley Delivery: Ideal for ordering all types of plants at lower prices. This option requires a minimum order value of £650 and lets you select a delivery week, though not a specific date.

Watch: How To Choose Between Trolley and Box Delivery

3. How do I change between Box or Trolley pricing?

Simply slide the toggle to choose between express box delivery with no minimum order value or cost-effective trolley delivery for larger orders.

We can pre-label your products with your retail price, barcode and product name. To set this up please contact us and we will help you get started.  Once set up please visit the admin page to enter your details.

1. How do I add the Retails?  

To add product labels, please visit our website and fill in the required details. Don't forget to click 'save' to ensure your changes are applied.  Retail Addition Link 

 You can enter your retail factor, which will automatically calculate and round your prices to the nearest suggested amount (e.g., 0.99). If you prefer, you can manually override the automatic calculation at any time. 

Watch: How To Add Retails

2. Can I add my logo to my labels?  

Absolutely! To personalize your retail labels with your logo, simply email us your logo, and we'll take care of the rest. 

1. Is there a delivery charge?  

 There is no additional delivery charge; all costs are already included in the price of the product 

2. Where do you deliver? 

 We deliver across the entire UK including Norther Ireland. However, deliveries to the Scottish Highlands and Channel Islands are limited to DPD delivery only. 

3. How quickly can I receive my order?  

 For box orders, you can choose a specific delivery date with DPD. However, if you wish to receive next-day delivery, please place your order before 1 pm. 

For trolley and pallet deliveries, you can select a delivery week instead of a specific date. The exact delivery day will be confirmed later, and our transport team will email you with the details. To ensure same-week delivery for trolley orders, please place your order by Wednesday at 10 am. Please note that delivery dates and times may vary based on your postcode. 

1. Can I add items to my order?  

Certainly! If you wish to add items to your existing order, please contact us, and we'll be happy to make the necessary adjustments for you. 

 2. Where is my order?  

For Box Delivery: 

• To track your order, please use the tracking link provided in your order confirmation email. If you encounter any issues with the tracking link, we're here to help! Just reach out to us via email for further assistance. 

 

For Trolley Delivery: 

• Before dispatch, we will email you to confirm the exact delivery date. While we can currently only confirm the delivery date and not the exact time, deliveries will take place between 9 am and 5 pm on the confirmed date. If you have any specific restrictions or preferences for delivery times, please contact our team, and we'll do our best to accommodate your needs. 

 

3. Can I cancel my order? 

 

We understand that circumstances may change, and you may need to cancel your order. Please note our cancellation policy outlined below: 

 

• Cancellation Deadline: You may cancel your order up to a maximum of 4 working days before the scheduled dispatch day without incurring any charges. 
• Cancellation Charges: If you cancel your order after this deadline, a cancellation charge will be applied. The amount of the charge may vary depending on the specifics of your order. We kindly ask for your understanding in this matter as cancellations closer to the dispatch date may result in logistical and operational costs. 
• Cancellation Process: To cancel your order, please contact our customer service team as soon as possible. You can reach us via email Hello@thehortihouse.co.uk providing your order number and the reason for cancellation. We will guide you through the process and inform you of any applicable charges. 
• Confirmation of Cancellation: Once your cancellation request is processed, we will send you a confirmation email.  

1.  I would like Credit, Refund, or Replacement 

     We apologize for any inconvenience. Please follow our credit claim procedure outlined below. 

Credit Claim Procedures: 

Within 48 hours of delivery: 

• Credit claims resulting from visible damage, defects, quality issues, delivery discrepancies, or label errors must be reported to The Horti House. Please email us at hello@thehortihouse.co.uk with photographs showing the problem and a credit request with your order number. 

Within 8 days after delivery: 

• Credit claims concerning hidden defects or price differences must be reported directly to The Horti House. Please email us at hello@thehortihouse.co.uk with photographs showing the issue.

Important: 

• Claims must be sent directly to hello@thehotihouse.co.uk. 
• Claims must include supplier code or barcode, delivery note or Purchase Order number, delivery date, and a brief description of the complaint. Pictures must be included for quality or damage claims. 

1. Is everything British & Peat free? 

  

While our goal is to offer British and peat-free products, not all items currently meet this criterion. Rest assured, we are actively working towards achieving this goal.  

 

To learn more about our efforts, please read our blog: The Horti House's Strategic Approach to Global Horticulture. 

1. What tools and POS (Point of Sale) materials are available to support our sales? 

 We provide a variety of POS materials in PDF format to help support your sales. To access these resources, please click here.