Terms & Conditions

1/ About Us
This website, hettysherbs.co.uk, is owned and operated by Zapzero Limited, referred to as Hetty’s Herbs and Plants. 

Registered Address: 1-4 London Road, Spalding, Lincolnshire, PE11 2TA
(Please do not send any correspondence or returns to this address) 

Postal Address: Tall Trees, Beach Lane, Gosberton Risegate, Spalding, Lincolnshire, PE11 4JH.
Registered in England 04805063   
E-mail: [email protected]
Telephone: 01775 663790
If you need to contact us, please use the details above. 

 

2/ Our Sales Contract
When you place an order with us, you are making an offer to buy goods.  We will send you an e-mail to confirm that we have received your order (if not received please check your junk/spam folder). 

In the event of the goods no longer being available or being of unacceptable quality at the time of dispatch we will inform you at the earliest possible opportunity and offer you a replacement or a refund.   

Images of products on our website are for illustrative purposes only.  Your goods may vary to the images shown and will be at differing states of growth dependent on the season. Plants are grown in batches and those sent out earlier may be smaller and those sent later will be larger.  In winter and early spring plants can be in a dormant state with little or no new growth.      

We have made every effort to display as accurately as possible the colours of our products that appear on our website.  However, we cannot guarantee that your monitor’s display of a colour will reflect the colour of the actual goods as well as the inevitable natural variations in size, shape and colour between different specimens. 

Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.  This contract is covered by English law. Only when we dispatch the goods together with a dispatch note will a binding contract be entered. Any items on the same order which have not been dispatched do not form part of that contract.  

By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use. 

 

3/ How to Place an Order
Place your order using our website by selecting your products and adding to your basket.  Items you do not require can be removed from your basket at any time prior to checkout.  

There is a minimum order value of £10.00 for all orders.  

We can deliver to most places in the UK. Delivery to parts of Scotland and the Scottish Highlands and Island will incur an additional delivery charge which will automatically be added at the checkout.  Please note that we are unable to offer delivery to the Isle of Man, the Isle of Wight, Northern Ireland, Scottish Islands, Channel Islands or to any address outside of the UK at the present time. 

Delivery charges will be shown prior to check out. You will be required to pay for the goods in full at the time of ordering.  

We use secure payment facilities for all purchases.   

Promotional prices only apply during the period stated.  

Discount codes cannot be redeemed against the purchase of gift vouchers or postal charges.  Only one discount code may be used per order. 

All prices quoted on our website are in GB pounds and include Value Added Tax at the current rate where applicable. Please note that herbs are not subject to VAT, whilst other products may be.  

Whilst we endeavour to ensure all pricing is accurate and correct very occasionally errors may happen. On processing an order if it is realised that the correct price is lower than that stated on the website, we will adjust your payment to the lower amount and dispatch your order. If the product’s correct price is higher than that stated on the website, we will contact you for instructions before dispatch.  

Hetty’s reserves the right to make changes to the website without prior notice, any changes will become effective from the time at which the changes are made to the website.  

Once your order has been confirmed, if we are contacted prior to dispatch, we will try our best to accommodate any changes however changes often are not possible or may incur additional charges or delays. 

With over 200 varieties of plants grown over the season one of our biggest challenges is to predict the exact number of plants available at any one time.  We get it right most of the time but with so many factors affecting plants occasionally when we go to select the plants for an order, we find the plants are not available to pick.  Hetty will make contact if your order is affected to suggest the next step which could be to offer a substitute, place your order on hold or to provide a refund.    

Your products will be dispatched to the shipping address as stated in your order confirmation email and it is your responsibility to ensure the shipping address, in particular flat number and post code, for your order is correct, as well as your e-mail address and contact telephone number. 

It is the customer’s responsibility to inform us of any change of delivery address immediately.   Hetty’s accepts no liability for dispatch made to the wrong or incomplete address. 

Hetty’s will continue to own and reserve the right to repossess any goods sold from the website until payment has been received and cleared in full. 

All orders may be cancelled up to the point of dispatch. 

 

4/ Dispatch & Shipping Process
Hetty aims to dispatch orders within 10 working days from the day of order receipt. Hetty will send you an e-mail once we have an expected dispatch date and again when your order has been dispatched.  

Each week the plants to complete orders are selected from the nursery, packed and dispatched daily, with plants usually delivered the next day. 

Each potted plant will arrive individually wrapped and the greatest of care will be given to ensure they arrive fresh and there is no damage during transportation. Orders are not sent out on a Friday to reduce the risk of plants still being in transit over the weekend, although in our experience if plants are delayed, we find they usually travel very well. Hetty may at her discretion sometimes chose to split an order for no additional charge. 

Hetty will send you an email once your order has been processed. Plant orders are being dispatched within 10 working days via DPD from the day we receive the order, often sooner. We use a DPD 24-hour service, although this is not guaranteed. DPD will send email and/or SMS messages to let you know how your order is tracking and the expected one-hour delivery time slot.  

If you may not be available to take delivery of your order, please enter alternative instructions (maximum of 50 characters) in your order details, Hetty is able to do this for you up to the morning of dispatch. 

Hetty highly recommends downloading the DPD App as you can track your order and update delivery instructions if needed.  

Smaller plant and non-plant orders may be dispatched using a Royal Mail 24- or 48-hour service. Non-plant orders are often dispatched within 2-3 working days. 

 

5/ Delivery 

For plant orders, it is important that if someone is not able to take delivery, then delivery instructions are provided to DPD.  It is your responsibility to make sure you are in to sign for your parcel if you have not given any instructions for your parcel to be left. 

Please note that if you request delivery of your order to a designated place (for example in the porch, by the green bin, over the hedge) for if you are out when delivery is attempted and subsequently the order goes missing Hetty does not accept responsibility. 

If delivery of an order is not achieved due to refusal at the delivery destination as nominated by the customer, when the order is returned to us a charge will be deducted from your refund to cover any return costs incurred by us. 

If there is no one to accept the order on delivery then it is your responsibility to arrange re-delivery or collection with the delivery agent, DPD may choose to leave at a collection point rather than further deliveries.  We will not accept liability for plants which have deteriorated due to delayed delivery in these circumstances.           

6/ Receipt of Order / Damaged Goods 

Please check your goods on delivery, or collection, any goods found to be missing or damaged must be notified to ourselves within 24 hours of delivery.  We ask for images to be sent to us of all plants in relation to the issue. Images need to be of a high quality to enable us to clearly review any issue.   

If your order has not been received within 2 hours of the allocated time slot and no further updates have been received, please contact Hetty by phone or e-mail immediately quoting your order number. Hetty will then investigate why delivery has not been made.  

We cannot accept any liability for loss or damage to the goods once they have been delivered in accordance with your delivery instructions or for non-delivery outside of our terms.  

 

7/ Local Collection of Orders
Orders can be collected from Hetty’s packing location at PE11 4JH. This option is available to select on checkout with a 20% discount.  

Collection is available from 10am to 4pm on Wednesday, Thursday and Friday, we will let you know once your order is available to collect from us at Hetty’s.  We are not open for collection over the weekends or public holidays.  

If you will not be able to collect your order on these days, you will need to select the standard delivery option when checking out. 

If you have selected the collection option and are then unable to collect the plants, it is not Hetty’s responsibility to care for your plants until the next week. We do not have the facilities to care for plants over a weekend at our packing unit.   

Please note we are not open to the public; our collection point is only for collecting orders.  

 

8/ Returns & Concerns 
We aim to provide the highest quality plants and products to our customers and hope that you will be delighted with your order from us. However, we understand that occasionally you may change your mind, find that the delivered items are faulty or be in an unacceptable condition or you may have been sent the wrong item. 

If you wish to return plants, bare roots, plugs etc please always contact our customer service team to discuss the best course of action. The procedure for returning goods depends on the type of item and the situation. For returns of plants the procedure can vary depending on the plant type, condition, quantity, size and season. 

If you feel that your plants are not growing as you would expect please e-mail Hetty. Please include as much detail as possible about the planting and care since arrival including the following:  

  • Images, close up and an overview of the area 
  • plant location (e.g., sheltered, indoors, windowsill) 
  • aspect (north, south etc) 
  • Soil / compost used 
  • watering and feed details 
  • anything else we may find helpful 

We ask for images to be sent to us of all goods and plants in relation to any issues. Images need to be of a high quality to enable us to clearly review any issue.  

The earlier any issues are flagged to us, the better we can help.  

 

9/ Refunds 

Hetty’s is not able to process replacements / refunds for plants when images and additional information have been requested and not provided.  

If you return an item prior to contacting us, we will not be able to refund the return postage as we may not need the items returned. 

The postage refunded will be for the service agreed on when an item is accepted by Hetty for return.  

For any items returned if the new total order amount does not now qualify for any discount that was applied to the original order, the discount amount originally applied will be offset against the processed refund. 

We will refund all monies paid to us by you including any delivery cost if we are refunding due to quality, however if you are returning due to no longer requiring the item then we will not refund the original delivery costs and the return delivery cost will also be at your cost. 

Please contact us if you are at all unsure of the returns process. 

 

9/ Privacy, Security and Cookies
We take the security of our customers and website very seriously. Zapzero Ltd complies with the United Kingdom’s Data Protection Act 1998. 

a/ Personal Data
We will only collect information about you that you have specifically and knowingly provided, for example your contact details and card information. This information will be used to deliver your ordered products to you, process your payments and communicate with you about your orders. 

It is possible to view our site without providing any personal details. However, without sharing your details you will not be able to order online. To review and edit your personal data, please access your Hetty’s account. 

Your payment details and credit card numbers will only be shared with payment providers for the purpose of processing your orders. Our payment service providers ensure your details and transaction data is always kept secure. 

When you place an order via our website Hetty’s will not be privy to your credit / debit card information. 

If you place your order by telephone your payment will be directly inputted into the secure payment system. Hetty’s does not store any credit or debit card information. 

We will only send you our offers and product news by email if you have chosen to opt in. You can remove yourself from our mailing list at any time. 

No personal information will ever be passed on by Hetty’s to any third party for their marketing or research purposes. 

b/ Use of Cookies
Our website, along with nearly all other websites, uses cookies. 

Cookies are tiny text files containing tiny amounts of information which are downloaded on your computer when you visit certain webpages. The information the cookie contains is extremely limited but can be used when you are on our site to follow and help your journey through our site.  

Like most websites, the Hetty’s website works best when allowed to use cookies for our shop operations and helps us provide you with the best shopping experience. In no way do cookies harm your computer or contain any information that personally identifies you. Your details will never be shared with any third party. 

If you register for an account or sign back into your account, you are explicitly agreeing to our use of cookies. If you use our website without registering for or signing into your account, we take your continuing use of our website as implied permission for us to use cookies. 

You can manage your cookie preferences through your web browser. If the settings on your browser are adjusted to accept cookies and you continue to use our website, we will take it that you are happy with this cookie usage. 

You can revoke any consent you have given us to the use of cookies; however, this may mean you cannot use our website or some of its features. You can learn more about cookies here.  http://www.allaboutcookies.org/manage-cookies/ 

c/ External Sites    
Our website and emails may contain links to other websites of interest. Please note that once you have used a link to leave Hetty’s website, we do not have control over that website and cannot be held responsible for the protection and privacy of your information when visiting such sites. 

d/ Social Media     
We also use Facebook, Twitter, Pinterest and Instagram. We do not have control over the information these sites may collect on your usage. 

 

 

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