Delivery and Returns

All our frequently asked questions about delivery and returns regarding your Frank P Matthews order.

For any queries regarding your order please email sales@fpmatthews.co.uk or call 01584 812808 quoting your order number.

Can I collect my trees?

Yes, you can collect the trees from the nursery. Please select the ‘Collect’ option when placing the order. We will then need at least five days’ notice prior to collection, assuming the trees are ready. The Tree Shop address is Berrington Court, Tenbury Wells, Worcestershire, WR15 8TH What3Words: ///materials.into.stable
Opening times are Monday to Friday 9am – 5pm, Saturdays 9am – 4pm.

How much will delivery cost?

The delivery charge is calculated according to the number of boxes needed to send the trees. One container grown tree will need one box; bare root trees vary but we can usually get about four – six in a box. The total delivery cost will be shown when you place the order.

Do you deliver overseas?

We deliver to Great Britain, Isle of Man and the Channel Islands. We don’t currently deliver to Northern and Southern Ireland.

Will I be contacted by the delivery driver?

We will notify you by email when your order has been despatched. It will usually be delivered within three days from notification.

What size are the boxes?

Our large box is 2m tall and 30cm square. All products can be sent in the size.

Our medium box is 1.5m tall and 30cm square. This is only available for small or patio grown trees and 1 year maiden bare root trees.

Selecting the large box size may reduce the necessity for pruning on selected varieties. Any required pruning is conducted by our tree experts and will not have a detrimental effect on the tree.

Can I choose a delivery date?

We are unable to offer a scheduled delivery service as we cannot guarantee an exact delivery date. We can aim for a specific week if you let us know.

Will I need to sign for the delivery?

Our courier company will leave the package in the safest place if there is no one there, so there is no need to sign for the delivery.

When will my order be delivered?

Container grown trees are available from August and bare root trees are available from November. We always aim to deliver your order as soon as every item is ready for despatch.

If the whole order is ready when purchased, it usually takes between 5 and 10 working days to arrive.

What do I do if I want to return the tree?

(i) To initiate a return, the customer must email us at sales@fpmatthews.co.uk within 5 working days from the date of delivery, clearly stating the reason for the return and photographs where possible. Any returns requested after this period will not be accepted, except in the case of faulty or incorrectly supplied goods.

(ii) Where the customer has changed their mind, the goods must be returned at the customer’s expense within 5 days. Returned items must be in the same condition as when delivered, including all original packaging and labels. Goods that are damaged or not returned in their original condition may not qualify for a refund, or a deduction may be made from the refund to cover any associated losses. The cost of delivery will also be deducted from the final refund amount. Window to return goods is 5 days.

(iii) Upon receipt of the returned goods, we will inspect their condition. If the goods are returned in satisfactory condition, a refund will be processed using the original method of payment. Refunds will be issued within 10 days of receiving the returned goods.

(iv) Should goods be returned outside the agreed timeframe or in an unsatisfactory condition, we reserve the right to reject the return. In such cases, at the customer’s request, we will return the goods to them at their own expense.

(v) In cases where goods are faulty or supplied in error, we will, at our discretion, arrange for collection or reimburse the reasonable cost of returning the goods to us. Refunds or replacements for faulty or incorrect items will be processed promptly.

(vi) Any refund issued will reflect the amount originally paid by the customer, subject to any deductions in accordance with these terms, and the refund will be made using the same method of payment as the original transaction.

(vii) Failure to comply with the return conditions as set out in these terms may result in the forfeiture of the customer’s right to a refund or exchange.