1. How can I place an order?

To place an order and view our complete price list, please create an account on our website here Register. 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 just 12 plants. However, if you would like to order a trolley, click the trolley switch and add products into your basket until the trolley icon goes green (see trolley details page here)

3. I would like to update my contact details.

To update your contact details, please use this link

1. Why are only some products available on trolley?

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 to ensure they arrive in tip top condition for you. As a general rule of thumb mixes (e.g Calathea mix) are available in box, and specific varieties (e.g Calathea Orbifolia) are only available on trolley.

2. What is the Trolley/Box Toggle for?

The Trolley/Box Toggle allows you to choose between two delivery options:
• Box Delivery: Opt for express delivery with no minimum order quantity. Remember only best sellers and our mixes will be available in boxes
• Trolley Delivery: Ideal for ordering all types of plants at lower prices. This option requires you to fill a minimum of one trolley (just keep adding until the trolley icon turns green and allows you to check out).

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 quantity 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. For next-day delivery orders need to be placed by 1pm.

For trolley deliveries, you can select a delivery week instead of a specific date. For same-week delivery for trolley orders, please place your order by Tuesday at 10 am. Please note that delivery dates and times may vary based on your postcode. 

1. Can I add items to my order?  

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 where possible. You can not edit your own orders once it’s been confirmed.

 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: 

• Trolleys are typically delivered Wednesday-Friday between 9am and 5pm. 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 may be applied. The amount charged 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 requests resulting from visible damage, defects, quality issues, delivery discrepancies, or label errors must be reported to The Horti House via our online credit request form. You can fill this in here: Credit Request

Within 8 days after delivery:  

• Credit requests concerning hidden defects or price differences should be reported to The Horti House via our online credit request form: Credit Request

Important:  

• Credit requests must have all relevant fields filled in on our online form. Photos are mandatory to approve a successful credit request.

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.