Call Jacksons Nurseries on 01782 502741  ORDER HOTLINE: 01782 502741

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Frequently Asked Questions | Online Ordering Help




Opening Times - Garden Centre 

8:00am until 4:30pm* - Monday to Saturday

9:00am until 4:30pm* - Sunday

*5:00pm during BST. Closed Christmas Day & New Years Day

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Opening Times – Tea Room 

9:00am until 3:30pm – Monday to Friday

9:00am until 4:00pm* – Saturday & Sunday

*4:30 during BST. Last orders for hot food 3pm

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Opening Times – Online/Telephone Sales & Customer Service 

GMT - 8:00am until 4:30pm – Monday to Friday

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Where is your nursery located? 

Jacksons Nurseries and Tea Room is located in Bagnal, Stoke-on-Trent on the outskirts of the Staffordshire Moorlands. For more help finding us please take a look at our 'Visit Us' page or to find out more out Jacksons Nurseries and Tea Room in general see out 'Information' section. 

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Do you have a catalogue or stock list? 

In order to keep our plant prices as competitive as possible we do not publish catalogues. Our plant stock levels vary daily so we are unable to supply stock lists. While there are occasionally items that we sell that are not listed on our website we do endeavour to keep our online inventory as up to date as possible. If you can add an item to you basket then it is a good indication that we have stock of that item. If you are looking for a particular plants in volume (50+) and they do not appear on our website please contact us as we are confident that we can source what you are looking for at a competitive price providing that it can survive in the UK.

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Do you offer a discount? 

We work very hard to ensure our prices are as competitive as possible and as such do not usually offer a discount for non-trade customers.

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Do you ship outside the UK? 

We are only able to ship orders within the UK mainland at the present time. We are unable to deliver to the Republic of Ireland, Northern Ireland and the Channel Isles.

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Why don't you ship to Northern Ireland? 

When deciding on how to cost shipping many factors we’re taken into account. We eventually choose not to hide shipping costs and prefer to base our price on what we are charged by the courier in favour of selling our plants at a lower price as possible.

Our couriers do ship to Northern Ireland however there is a hefty surcharge for this service which is beyond our control. Given the range of size and weight in the products we sell there isn’t a flat fee that we can just add on to our standard shipping price so each delivery to a zone outside our contracted area has to individually price for shipping. We found over time that the vast majority of customers were not willing to pay the cost of the shipping to Northern Ireland, wasting their time and ours. It is for this reason that we are unable to ship to Northern Ireland at the moment.

It is often argued that delivery to Northern Ireland should be the same as the rest of the UK as the post office doesn't charge any extra for delivery. Our courier like many others are not bound by the Royal Mails Universal Service Obligations meaning they can charge whatever they like for their service and unfortunately Royal Mail cannot offer a complete service for our range of products at a competitive price, this is also the same reason we do not simply change our couriers.

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Can I place an order outside the UK for delivery to a UK address? 

Yes you can, occasionally the fraud protection measures in place with our secure payment processors will decline the transaction because it will not be possible to verify certain details of your billing address. If you have difficulties in completing your order online please give us a call on 01782 502741 and we'll complete your order manually.

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How much is delivery? 

Please see our 'Delivery Details' page for current delivery prices.

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Why is delivery so expensive? 

We understand that our delivery charge can seem high, both in comparison to some of our competitors and those customers only buying one or two items. Please remember that while other nurseries may have cheaper shipping prices their plants are often more expensive than ours. Believe it or not we don't make a single penny from our delivery charge. 100% of the shipping fee our courier, it doen't even cover packaging materials. We could reduce our delivery charge however we would then have to inflate our prices to cover the cost.


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Do you do next day delivery

We aim to deliver your goods in around 7-10 working days, if possible we'll always try to get orders dispatched sooner but during peak times this isn't always possible. If you are ordering for a special occasion we always advise you order well in advance. We can always postpone dispatch until a specific date. We will, if stock and resources allow, try to dispatch items sooner so please give us a call on 01782 502741 to expedite your delivery although this is not guaranteed. To dispatch anything on the same day we must be contacted before 10am to ensure we can process the order in-time. All delivery times are an estimate and we will not accept liability for any loss whatsoever for failure to deliver on a specific date.

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Who will deliver my order? 

The vast majority of our products (excluding Rowlinson products) are sent via Fedex who deliver between 8am and 6pm Monday to Friday. Large quantity or heavy orders will be delivered on a pallet and the courier may vary, we are unable to provide a delivery slot time but if you call us after 10am on the day of delivery we can contact the courier company and get a better estimate of when your delivery is likely to be made, we would suggest however that you do not make any firm appointments as we can not accept liability for delivery times as they are outside our control.

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Can I Click and collect Rowlinson products? 

All Rowlinson products sold through our website are dispatched directly from the manufacturers, therefore we are unable to offer Click and Collect on Rowlinson products.

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When will my Rowlinson product be delivered? 

Lead times for Rowlinson products vary depending on the individual items and can take anywhere from 3 to 28 days to be delivered. Smaller items usually take 3-7 days while larger items like summer houses usually take 21-28 days. If you give us a call we can contact Rowlinson for a better estimate of delivery times specific to the products you wish to order. All products are delivered directly from Rowlinsons, they or their courier will contact you before delivery to make sure someone will be in to receive the order and that the access to the property is suitable for larger items.

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What payment methods do you accept? 

We accept the following online payment methods: Visa Debit, Visa Credit, Visa Electron, MasterCard and PayPal.

Telephone orders can be paid for using: Visa Debit, Visa Credit, Visa Electron, MasterCard.

For either online or telephone orders you can also pay via BACS or CHAPS (Bank Transfer). All orders over £500 must be paid by this method. 

We also accept our own Jacksons Nurseries Electronic Gift Vouchers online. Unfortunately we cannot accept our traditional style Gift Vouchers online or our Electronic Gift Vouchers in our Garden Centre.

Unfortunatley we do not accept American Express, Solo cards or HTA Gift Vouchers either online or over the telephone.

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Are my credit card details secure? 

We take your privacy and personal details very seriously especially your credit card details. All our online transactions are processed by Sage Pay one of the UKs most trusted online payment gateways. We have no access to your credit card details when ordering online as these details are all entered on the Sage Pay secure server using the highest levels of encryption available.

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Why has my transaction been declined? 

To protect against fraud our online payment processors carry out a number of checks against details you provide during checkout and verify that they match the records held with your bank or credit card providers. The billing address you provide must match the records held by your card provider, the transaction may fail if you provide a house name but you have an official house number or if you enter punctuation in the first line of the address such as ‘55, Sample Street’. Flat X or Apt Y can also prove problematic. If you think that your transaction was declined for one of these reasons then please give us a call on 01782 502741, tell us you wish to pay for a failed order and we can usually take your payment manually.

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I haven’t received any notifications regarding my order, why? 

Once an order is placed online you should receive an automated message confirming your order, it is important that you provide us with a valid email address during registration/check out as this is our primary method of contacting you for any queries regarding your order including automated processing messages. Please check your junk/spam folders as occasionally our emails might end up in there by mistake. If possible, add ‘’ to your safe senders list.

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Can I add an item to my order? 

You cannot add to an existing order once it has been placed, however you can create a new order and select 'Add to existing order' to avoid a second delivery charge providing your order hasn't already dispatched yet.

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What if something isn't in stock? 

We try to keep our online inventory as accurate as possible but on some occassions we may be out of stock but stock levels can change on a daily basis because we share it with our retail garden centre and landscaping teams. Once an item has been flagged as being out of stock we place an order with one of our suppliers for top-up-stock. We usually only mark items as 'out of stock if we expect to be unable to source them from a supplier and deliver them within 30 days. If this is the case we will email you to notify you as soon as possible, we may be able to  offer a suggestion for an alternative or ask you if you have an alternative in mind already. If the substitue item is of a higher value then we will need to take the additional payment as we do not store any financial details and can not authorise any additional payment from your original payment method, where we owe you we will process a refund upon dispatch.

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Can you send my order in two parts? 

Unlike may online plant sellers we do not mark up prices to subsidise reduced shipping rates so we only dispatch orders in one consignment. If certain items on your order are unavailable but you need the rest of the items sooner then we can split delivery however we would need to charge a second shipping cost, if you would like to do this then please call us so we can take payment manually as we do not store any financial details.

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What do you mean by ‘freshly potted’? 

Occasionally we sell some plants as freshly potted. This is due to them either being recently lifted from the field and put into a pot or when a plant has out grown its current container it is potted up into a larger size. Following the potting process we usually sell the plant at the price of a more establish plant in the same size pot because of the material and labour costs associated with the process.

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What do you mean by ‘landscape quality’? 

On certain occasions we may describe items as being of ‘Landscape Quality’. These plants are hardy and will thrive in your garden but when supplied are likely to be cut back, slightly uneven and are unlikely to look ‘picture perfect’. If you have a large area to plant then landscape quality plants can offer great value for money as they establish quickly to 'garden centre' quality.

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Why doesn’t my plant look like the picture? 

Unlike some online nurseries, at Jacksons we will send out plants all through the year. Therefore plant heights may vary from time to time, dependent on the growing season and the effects of winter which will also vary from species to species. Perennials, some grasses and clematis for example, will be considerably smaller in winter and early spring, indeed, in some plants there may be very little visible growth at all due to dormancy. If you order some species therefore in winter and early spring, they will have a strong root system but may not look as you may expect them to until they burst into life after dormancy in spring.

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How big is 'X' litre pot? 

Most pot sizes on our website are refered to by there volume in litres, we've put together a useful guide to help you understand pot sizes better. To view the guide click here.

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What if my question isn’t answered above?

If the answer to your question isn’t listed above or you would still like to speak to someone then please either email us on or give us a call on 01782 502741 and we’ll be happy to help.

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