Welcome to our Ordering and Delivery FAQs page. Here, you’ll find answers to all your questions about placing an order, payment options, tracking, delivery, returns, and more.
1. How to Place an Order
How do I create an account on Ortus Vita?
To create an account, click on the 'Sign Up' button at the top right corner of the homepage. Fill in your details, and you'll receive a confirmation email. Click on the link in the email to activate your account.
How do I browse and select products on your website?
Use the main menu to navigate through product categories. You can filter results by type, size, and other attributes. Click on a product to view detailed information and add it to your cart.
How do I add products to my cart and proceed to checkout?
Once you find a product you like, click ‘Add to Cart.’ When you’re ready to checkout, click the cart icon at the top right and follow the prompts to complete your purchase.
Will I get confirmation of my order?
As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.
I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:
1) Our emails might be going to your junk or spam folder
2) There might have been a misspelling when you entered your email address during checkout
3) Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.
To be on the safe side, we encourage our customers to provide an alternate email to support@ortusvita.co.uk
What happens after I receive my order confirmation?
We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.
In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.
Why do you need my phone number?
Some of our couriers' deliveries require a contact number to ensure smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.
2. Payment Information
What payment methods do you accept?
We accept major credit and debit cards, including Visa, MasterCard, and American Express. We also accept PayPal and Apple Pay for your convenience.
Is my payment information secure on your site?
Yes, we use SSL encryption to ensure your payment information is secure. We do not store your payment details, and transactions are processed through a secure payment gateway.
How do I apply discount codes at checkout?
Enter your discount code in the 'Promo Code' box during checkout and click 'Apply.' The discount will be reflected in your order total.
3. Order Confirmation and Tracking
How do I know if my order was successful?
After placing your order, you will receive a confirmation email with your order details. If you do not receive an email, please check your spam folder or contact us.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to the carrier's website. You can use this information to track your order.
Can I modify or cancel my order after it has been placed?
Yes, you can modify or cancel your order before it is shipped. Please contact our customer service team as soon as possible to make changes.
Do you offer trade discounts?
We collaborate with gardeners, landscapers, and developers to arrange orders on behalf of customers for their personal use. We can work together to maximise your client’s budget, especially for large orders. Please contact us for a bespoke quotation. Please note that resale is prohibited.
What happens after I receive my order confirmation and when will you take payment?
After you order, our system will run security checks and pre-authorise your payment method, ensuring it is ready for your purchase. Our office team will then check with the nurseries to confirm the availability of your item(s) and arrange for dispatch as soon as possible.
If your item(s) are available for shipping (within 30 days), we'll process the order, capture your payment, and prepare your order for delivery. Our system keeps a pre-authorised payment open for a maximum of 7 days. The office team works daily and typically processes orders and captures payments within 2 working days from ordering.
If your item(s) are unavailable for delivery, we will remove the pre-authorisation from your payment method and contact you via email or telephone. We will promptly inform you of any delays.
Once our office team has processed your payment, your order moves to the nursery team for pleaching, and finally to the delivery team for dispatch.
Can I stock or resell your trees or plants?
No. Our plants come with a plant passport to ensure their traceability. In accordance with our Plant Health Professional Operator registration (CRN: 147706), we sell only to consumers (final users) for personal use in mainland UK. Resale is strictly prohibited.
I'm nervous about using an online retailer. Is Ortus Vita a reputable retailer?
Yes! Although we do understand that many customers may feel wary about using an online retailer instead of a local garden centre. However, please rest assured that Ortus Vita is a leading online retailer and our experienced team is here to help.
Our office team has decades of experience in customer service, sales, and web development, ensuring a smooth pre- and post-purchasing experience both online and offline.
Unlike local garden centres, which may have limited pleached tree choices, at Just Pleachy, we offer a wide range of species and sizes. Forget the hassle of transporting them, as dedicated lorries will deliver them to your door. You can reach us by phone, email or chat, and we operate extended customer service hours during the peak season.
Where are you based?
We are an online-only retailer with our sales and customer service team based in London. When you call or chat with us, you are talking to a real person here in the UK! Our trees are located in nurseries throughout the UK. For specialist sizes or species, we collaborate with these nurseries to import trees from European growers, primarily in Italy and Holland.
Can I come and see the trees?
We're an online-only retailer. To deliver high-quality plants at reasonable prices, we have opted out of having a physical garden centre. Instead, we work with nurseries in rural areas to efficiently deliver plants from the nursery to your garden. For very large orders, we may arrange a nursery visit. Please contact us to arrange this.
Can I reserve trees?
Unfortunately, we do not offer tree reservations. With the high volume of deliveries we handle daily, especially during peak season (March-June), we operate on a first-come, first-served basis. Rest assured, even if a particular tree is in high demand, we can source it for you. The nursery collaborates with multiple growers, including those in Europe, enabling us to bring in additional trees as needed. While the typical delivery time for many trees in the nursery is approximately 10-15 working days, we recommend allowing up to 30 days to ensure we can procure the specific trees you need.
Will you price-match?
We aim to offer competitive prices for high-quality trees. While we can't guarantee a price match, please contact us if you find a comparable tree at a lower price, and we'll do our best to match it.
4. Delivery Information
What delivery options do you offer?
We offer standard delivery, express delivery, and international shipping. Choose the option that best suits your needs at checkout.
How long will my delivery take?
Delivery times depend on the shipping method chosen. Standard delivery typically takes 3-5 business days, while express delivery takes 1-2 business days. International shipping times vary by destination.
How can I track my delivery?
After your order is shipped, you will receive a tracking number via email. Use this number on the carrier's website to track your package.
What should I do if my delivery is delayed?
If your delivery is delayed, please check the tracking information for updates. If there are further issues, contact our customer service team for assistance.
How are shipping costs calculated?
Shipping costs are calculated based on the weight and size of the order, as well as the delivery destination. The total shipping cost will be displayed at checkout.
Do you offer free delivery?
Yes, we offer free delivery on orders over a certain amount. Check our website for the latest free delivery threshold and any promotional offers.
Are there any additional charges for delivery?
Additional charges may apply for express delivery or international shipping. Any applicable fees will be clearly displayed at checkout.
What should I do when my order arrives?
Inspect your order immediately upon delivery. If there are any damages or missing items, report them to us within 24 hours.
What should I do if my items are damaged upon delivery?
If your items are damaged, please contact our customer service team with photos and a description of the damage within 24 hours. We will arrange for a replacement or refund.
What should I do if some items are missing from my order?
If any items are missing, contact our customer service team as soon as possible. We will investigate and ensure the missing items are delivered to you promptly.
How much is delivery?
Trees and ready-made borders are available for free delivery throughout mainland England and Wales with minimum order of three trees or ready-made borders. If you need fewer trees, or are outside of the delivery region, please contact us for a quote. T&Cs apply. View the delivery policy.
How long does delivery take?
The typical delivery time for many trees in the nursery is approximately 10-15 working days, we recommend allowing up to 30 days to ensure we can procure the specific trees needed. Due to the volume of orders we operate on a first-come, first-served basis. Rest assured, even if a particular tree is in high demand, we can source it for you. The nursery collaborates with multiple growers, including those in Europe, enabling us to bring in additional trees as needed. This timeframe may vary depending on the number of trees ordered and the delivery postcode. We advise placing your order promptly, as the sooner we can process your order, the sooner we can deliver your trees. View the our delivery policy.
Can I book a particular date for my delivery?
We're unable to provide confirmed delivery dates at the point of sale. Due to the complex nature of transporting trees, we work on a weekly delivery schedule and map our deliveries for efficiency. We will contact you to confirm your delivery date when we are in your area. However, we understand the importance of coordinating with your gardening schedule, so if the proposed date does not work with your schedule, we can reschedule your delivery to the next delivery schedule. While we try our best to accommodate your preferred week, please note that we are unable to offer specific delivery days or timed delivery slots. View the full delivery policy.
5. Returns and Refunds
What is your return policy?
Our return policy allows for returns within 14 days of delivery, with a 20% restocking fee. Custom-made items are not eligible for return. Exchanges may incur shipping costs. Damaged items must be reported within 24 hours. Contact us for assistance.
How do I process a return for an item I purchased?
Contact our customer service team with your order details. We will provide instructions on how to return the item. Please note that shipping costs and a restocking fee may apply.
When will I receive my refund after returning an item?
Refunds are processed within 7-10 business days after we receive the returned item. You will receive a confirmation email once the refund has been issued.
6. Warranty Information
What warranty do you offer on your trees and garden products?
Our warranty varies by product and manufacturer. Generally, we offer a one-year warranty against defects. Please check the specific product page for detailed warranty information.
How do I file a warranty claim for a defective product?
Contact our customer service team with your order number and a description of the issue. Include photos if possible. We will guide you through the warranty claim process.
What are the exclusions and limitations of your product warranty?
Our warranty does not cover damage due to improper care, natural disasters, or normal wear and tear. For full details, please refer to our warranty policy on the product page.
7. Contact Us
How can I reach Ortus Vita customer service?
You can contact us by phone at +44 (0)20 4520 7588 or email us at info@ortusvita.co.uk. Our customer service team is available Monday to Friday from 9 AM to 5 PM.
What are the most frequently asked questions about your products and services?
Our FAQ section covers topics like ordering, delivery, product care, and returns. This page provides detailed answers to common questions.
How can I provide feedback or suggestions to Ortus Vita?
We welcome your feedback! Please email us at feedback@ortusvita.co.uk or fill out the contact form on our website. Your input helps us improve our products and services.