Returns & deliveries
We currently deliver to London and surrounding counties (within about 50 miles of the capital). This includes the following postcodes AL, BN, BR, CB, CM, CR, DA, E, EC, EN, GU, HA, HP, IG, KT, LU, ME, MK, N, NN, NW, OX, PO (exc. Isle of Wight), RG, RH, RM, SE, SG, SL, SM, SO, SW, TN, TW, UB, W, WC, WD.
Delivery is free for orders over £80 and is £8 otherwise (apart from some delivery areas for which there is a surcharge price for delivery).
We aim for goods to be delivered between 3 and 5 working days for all items in stock/season (except over the Christmas period, where delivery times may be longer. Orders placed after midday 20th December may be delivered in January). Muddy Trowel cannot be held liable for any issues arising related to any delay with order delivery.
Deliveries will be made to the doorstep (unless another delivery safe place is specified by the customer). We aim to deliver between 9am and 6pm. You will be sent an email the day before delivery to confirm that your delivery has been scheduled (with an estimated 2 hour time-slot) and including plant care tips for your plants. You will also get an email notification on the day of delivery confirming the time it was delivered.
If you wish to reschedule your communicated delivery slot, you can email us at [email protected]el.com and we aim to allocate you another slot within 3 to 5 working days. If we attempt to deliver but are unable to complete for any reason, then the products will be returned to our warehouse and we will aim to redeliver your order within 3 to 5 working days. After two failed deliveries we will cancel your order and refund your purchase, minus delivery cost.
If you have pre-ordered a Christmas tree and included other items in the same order, all your items will arrive together in one delivery. If you wish for other items to be delivered earlier, you must put through two separate orders.
If your plants or pots are damaged* or incorrect on delivery, you must notify us within 30 days of delivery to allow us to resolve the issue. Please email us at [email protected] with accompanying pictures of the products. Possibilities for resolution include refunds or exchanges.
If you are unhappy with the plants you have received we will offer a full money-back guarantee subject to arranging successful recollection of all items within 30 days of delivery (excluding Christmas trees). Collection of the items will be at our cost.
If you are unhappy with non-plant products you have received, or with your Christmas tree (including pots, tools, and other accessories) you have the right to return these to us for a full refund within 14 days of delivery. We can arrange a collection at your cost, or you can arrange to deliver your items back to us. Our postal address is: Muddy Trowel, Shantock Ln, Hemel Hempstead HP3 0NG. Items must be appropriately packaged and undamaged on return.
*Superfluous minor transit damage such as the odd snapped twig or leaf on a plant does not make it faulty. Plants will have varying appearances depending on the time of year, and images used online show plants grown at their seasonal peak of performance. Bundle packs may contain all or a selection of the plants listed as components. Many of the pots in our range are hand-finished and will vary slightly in appearance and colour, and such variations do not mean it is faulty. If you have any questions, do not hesitate to contact us.