COVID-19 UPDATE: Nutley's are still dispatching orders. Please read our Customer Care page for more details.

Customer Care

Statement published: Wednesday 25th March 2020

Following recent government advice, Nutley’s will continue to operate and dispatch orders as an online-only business with no face-to-face contact with the public. We will be having a skeleton team in our warehouse, with our office working from home where possible. All team members will be following the strict social distancing guidelines set by our government. 

Because of the overwhelming demand we have experienced in recent weeks, our handling times on orders may be delayed by several days. Usually we pride ourselves in dispatching orders the same day, but with the current circumstances and fewer staff this is not possible. Next Day Delivery will also be unavailable for the next few weeks. We apologise for any inconvenience this might cause.

Nutley’s will continue to supply you with all the tools you need to begin to grow your own and help you discover what your plot can do for you. Please stay safe during these challenging times and let Nutley’s help you leave the house less by delivering our products directly to your door. 

If government restrictions do change, we will be updating this information across all of our channels accordingly.

Best, 

The Entire Nutley's Team

 

What do I do if I have received a faulty or incorrect item in my order?

If you unfortunately end up with any faulty or incorrect items from Nutley’s Kitchen Gardens, please contact our Customer Care team immediately. We apologise for any inconvenience caused.

Make sure you can source the order number, the item name and a SKU of the product if given, a description of the fault if applicable and any take photographs if possible.

We will try to get back to you as soon as we can and we will send you a replacement item as quickly we can.

How does your UK Same Day Dispatch service work?

[Please Note: As of Wednesday 25th March 2020, our Same Day Dispatch Service is currently unavailable due to the overwhelming demand we are experiencing. As soon as this situation changes, we will update our website].

At Nutley’s Kitchen Gardens, we aim to get your kitchen and garden goods to you as soon as possible. This is why we offer a same day dispatch on all orders within the United Kingdom placed before 12 noon Monday – Friday*. If we have any complication fulfilling your order, we will reach out to you with the information you provide within 24 working hours.

*Excluding Bank Holidays.

What are the standard UK postage costs?

[Please Note: As of Wednesday 25th March 2020, our Next Day Delivery Service is currently unavailable due to the overwhelming demand we are experiencing. As soon as this situation changes, we will update our website].

Second Class Postage within the United Kingdom is included in the price of all the products. For this service, we use Royal Mail, UK Mail or DHL. Our lighter parcels are sent through Royal Mail and heavier goods are sent through UK Mail and DHL. 

If your delivery needs to be sent via courier, such as UK Mail or DHL, a delivery notification will be sent to the email address you provide and/or the mobile number you provide when you place your order.

For a speedier next-day delivery, there is an additional charge of £5.50 per order.

What are the standard overseas postage costs?

For any deliveries being sent outside of the United Kingdom, our standard postage cost is £9.50. However, some products exceed the size or weight limit of being able to be sent overseas. If this is the case, Nutley’s Kitchen Gardens reserve the right to cancel these orders and will contact you about cancelling this order within 24 working hours.

What should I do if my order hasn’t been delivered yet?

[Please Note: As of Wednesday 25th March 2020, our Same Day Dispatch Service is currently unavailable due to the overwhelming demand we are experiencing. This could mean you will not receive your delivery as soon as stated below. We ask that during this challenging time you have patience with our team who will dispatch your order as soon as possible. We thank you for your co-operation. As soon as this situation changes, we will update our website].

 

All of our orders are dispatched within one working day and dispatched the same day if ordered before 12 noon. Our working days are Monday to Friday. The estimated delivery times for each of our postage options are as follows:

  • Free Second Class delivery is 3 to 5 working days. 
  • Royal Mail First Class is 1 to 2 working days.
  • Free Standard Courier is 1 to 3 working days.
  • 24 Hour Courier is delivery 1 to 2 working days. 
  • Airmail is up to 10 to 12 working days.

If your estimated delivery date has passed and you are yet to receive your order, please contact our Customer Care team as soon as possible.

We also recommend that you always check with your local post office for any deliveries and are clear with any additional delivery instructions if you live in a location that is difficult to discover.

What is your returns policy for orders sent to the UK?

If you are looking to return an incorrect or a faulty item, please contact our Customer Care team. For any other items you wish to return, please do so within 14 days since placing the original order. Our return address is:

Nutley’s Kitchen Gardens
Unit 3, Hazelwood Trading Estate
Dominion Way
Worthing
West Sussex
BN14 8LU

We will refund the product at the price it was purchased at – this includes any sale items. All goods will be inspected on return. Any goods that are being returned are the responsibility of the sender until they reach our warehouse, so make sure that they are clearly labelled for the destination provided above and are packaged suitably. We recommend that you take your goods to a local post office to send them to us. Please obtain any proof of delivery.

Any items that are returned to us by mistake are not our responsibility. If you would like these returned back to you, Nutley’s Kitchen Gardens will ask you to cover any additional delivery costs.  

If you would like a refund for your ordered items, but are unable to return it to us, a refund will be decided at our discretion.

Unfortunately, we cannot refund your return postage costs unless the item is incorrect, faulty or not as described. In most cases, Nutley’s Kitchen Gardens will allow you to keep the item so this will not require the item to be returned.
If your item is damaged in transit, please send photos to our Customer Care team as evidence and we will look to resolving this issue.

With any goods that are returned to us outside of the 14 day period or that arrive to us in bad condition, Nutley’s Kitchen Gardens reserve the right to not refund you.