Delivery & Returns

Every Highgrove order is carefully packed by hand at our warehouse near Tetbury. All sales support the charitable work of The King's Foundation. Below you will find our delivery options and prices, how international delivery works, and how to return an item.

• UK delivery
• Good to know
• Roses & garden pots
• International
• Payment & packaging
• Returns & refunds
• FAQs

UK delivery

UK orders are delivered by DPD on a fully tracked service. Prices depend on what is in your basket: hampers and alcohol are heavier and need extra care, so they have their own rates.

Next Day, Saturday and Named Day services are not available to Northern Ireland. Northern Ireland, Isle of Man and Channel Islands prices reflect additional shipping costs that are outside our control. Named Day deliveries are planned for your chosen date, but we cannot guarantee it in the event of courier delays or severe weather.

Good to know

• Tracking: every parcel is fully tracked. Use the "View Order" button in your shipping confirmation email, or log in to your account.
• Signature: a signature is required on delivery. You can ask DPD to leave your parcel with a neighbour or in a safe place.
• Public holidays: we do not deliver on public holidays. Orders placed on a public holiday are dispatched the next working day.
• Dispatch: Next Day orders placed before midday are dispatched the same day. Standard orders are dispatched within 3–5 working days.
• P.O. Boxes: we cannot deliver to P.O. Boxes, as our courier needs a signature from the recipient. Orders addressed to a P.O. Box will be cancelled and we will email you to ask for a residential address.
• Alcohol: you must be of legal drinking age to buy alcohol, and a signature is required on delivery. Alcohol can currently be delivered within the UK only.

Roses and large garden pots

Highgrove Roses

Highgrove Roses are sent direct from the nursery, with delivery charges from £3.95 depending on the quantity ordered. The exact charge is shown at checkout. Bare root and container roses arrive within 5–7 working days.

Roses cannot be sent outside Great Britain, including to Northern Ireland, due to temporary supplier restrictions.

Large terracotta garden pots

Large pots are delivered by the manufacturer on a pallet, with delivery to mainland UK from £85.00. We will contact you with a delivery date once your pots are ready, and you can rearrange it at that stage.

• Deliveries are made between 9am and 5pm by a large vehicle with a tail lift. Please tell us about any access issues when you order, as extra costs may apply if the vehicle cannot reach your address.
• The pallet is moved with a pallet truck, which cannot be used on gravel, uneven or soft ground. The driver is not insured to unpack or position items.
• You, or someone you nominate, must be present to sign for the delivery. If you cannot check the pots on arrival, write "unchecked" next to your signature.
• Any damage claim must be made within 48 hours of delivery.
• You can cancel your order at any time before it starts to be processed.

International delivery

We deliver to most countries worldwide with DHL. International orders normally arrive within 14 working days, although customs checks can occasionally add a few days. If your country is not listed at checkout, please contact Customer Services for a quote.

UK VAT (20%) is removed at checkout on all orders delivered outside the UK.

What cannot be sent overseas:

• Alcohol, including hampers and gift sets that contain alcohol
• Highgrove Bouquet Eau de Parfum (UK, Channel Islands and Isle of Man only)
• Bulbs and indoor growing kits
• Highgrove Roses
• Selected organic food, drink and bath products to Europe (these are flagged at checkout)

Unpaid duties: outside the USA, customers must pay all customs charges due. We cannot refund orders refused because charges were not paid, and a £34 administration fee plus the cost of return shipping will apply.

Please check that the goods you order may be imported into your country. Highgrove / A G Carrick Ltd cannot accept liability for costs if goods are refused entry. For full details by country, see our International Delivery page.

Payment and packaging

Payment: payment is taken when you place your order, and we will email you once it has been dispatched. For hampers, your card details are taken when you order but payment is only taken when your hamper is sent.

Handmade items: many of our products are made by artisan craftspeople using long processes. If we cannot fulfil your order in the expected time, we will tell you straight away.

Packaging: to reduce our environmental impact and maximise our support for The King's Foundation, we keep packaging to a minimum and use recycled and environmentally friendly materials wherever possible. We do not offer gift wrapping, but every item is wrapped to arrive safely.

Returns and refunds

If you are not delighted with your order, you can return it within 28 days of receipt for an exchange or refund. This does not affect your statutory rights.

How to return an item

1. Download and complete our Returns address
   A.G. Carrick Limited
   Unit 7, Warren Business Park
   Knockdown, Nr. Tetbury
   Gloucestershire GL8 8QY

   Items over 2kg: email us with the item, your order number, address and a suitable date, and we will arrange a courier collection between 9am and 6pm.

   Refunds

   • We refund the item and your original delivery charge (up to the cost of our cheapest delivery option) within 14 days of receiving your return, or of you showing proof that you have sent it, if sooner.
   • Unless an item is faulty or we sent the wrong item, return postage is your responsibility.
   • We may reduce a refund if an item has been handled in a way you would not handle it in a shop.

   Items we cannot accept back

   For hygiene and freshness reasons, we cannot refund or exchange: food, drink and plants; hampers and gift sets; toiletries; pierced earrings; personalised items; and Garden Tour tickets, event tickets and Garden Tour vouchers.

   Damaged or incorrect items

   • Damaged in transit: contact Customer Services within 28 days of receipt and we will replace the item and refund reasonable return postage.
   • Wrong item sent: let us know as soon as possible. We will send the correct item, refund reasonable return postage and will not charge you for the incorrect item.

   Cancelling your order

   Under the Consumer Contracts Regulations, you may cancel an order for goods from the moment you place it until 28 days after delivery. Food, drink, perishable items and anything made specifically for you cannot be cancelled. To cancel, contact us in writing giving the reason as "Contract Cancellation", then return the item so that it reaches us within 14 days of telling us. We will refund the standard cost of returning it.

   Fair returns

   We want returns to stay fair for everyone. If a pattern of frequent or excessive returns is identified, including returns of used or damaged items, we may limit returns, refuse future returns or restrict purchases on that account.

   Frequently asked questions

   Can I change my order once it is placed?

   Unfortunately not. Once an order is placed we cannot change the delivery or billing address, add a gift message, or combine it with another order.

   Can I request a particular dispatch date?

   For hampers and gift sets in the UK, choose Named Day Delivery at checkout. For other items, let us know as soon as you have ordered and we will do our best to help.

   Does my parcel include a price?

   No. Each order includes a packing note that does not show prices, so it is ideal for gifts.

   Can I pre-order or be notified when an item is back in stock?

   We do not take pre-orders or send stock notifications, but please email us and we will check availability for you.

   Why won't my discount code work?

   Some lines are excluded from promotions: lithographs, events, Garden Tours and Champagne Tea Tours, vouchers, willow sculptures, selected garden pots and rocking horses.

   Can I request a particular cask number on the Laphroaig whisky?

   We will do our best to provide the number you request, but cannot guarantee it during busy periods.

   Further details are in our Purchase of Highgrove Products Terms & Conditions. Any questions? Please contact Customer Services.