FAQs


Contact Times – Online/Telephone Sales & Customer Service

We aim to respond to emails within 12-48 hours, Monday to Friday and can be contact by phone Monday to Friday from 5pm to 9pm, if there is no answer please leave message with your name, telephone number and order number (if applicable) and we will call you back as soon as possible usually within 12-48 hours.

Where is your nursery located?

Harper & Debbage is located in Norwich. Please note that we are only trade online and at shows and events we attend. Our our nursery/growing area is not open to the general public, though collection of orders can be arranged.

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In order to keep our plant prices as competitive as possible we do not publish catalogues.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.

How big are your plants and what pots size?

We sell well rooted young plants in 5.5cm pots. The young plants will vary in size, depending on the cultivar(s) chosen and weather conditions. The young plants are delivered stopped. If you require young plants which are unstopped, please contact us.  At Shows and events we sell plants in 9cm pots,

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.  Occasionally we may run a product/promotional offer or issue a specific discount codes to existing or potential customers.

Do you ship outside the UK?

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

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 +44 (0)1603 708104 or +44 (0)7889679444 and we will try and assist you in completing your order.

When will my order be dispatched?

We aim to deliver your goods in around 7-10 working days between Late February and End of August. Orders received after the last working day of August each year will normally be held back until the following Spring.  Where possible we will 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.  Please contact us to discuss your requirements.

We do not dispatch plants when we are still experiencing frosty weather.

Do you do next day delivery?

Currently we are not able at present to offer next day delivery.

Who will deliver my order?

The vast majority of our products are sent via Royal Mail although occasionally we do use a courier company.

What payment methods do you accept?

We accept the following online payment methods: Visa Debit, Visa Credit, Visa Electron, MasterCard, American Express and PayPal. We also accept our own Harper and Debbage Electronic Gift Vouchers online. Unfortunately, we cannot accept our traditional style Gift Vouchers online.  Unfortunately we do not accept Solo cards or HTA Gift Vouchers.

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 PayPal one of the 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 PayPal secure server using the highest levels of encryption available.

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 +44 (0)1603 708104 or +44 (0)7889679444, tell us you wish to pay for a failed order and we can usually take your payment manually.

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 ‘info@harperanddebbage.co.uk’ to your safe senders list.

Can I add an item to my existing order?

If you want to add additional items to your order then you can always make another purchase online and select 'Click and Collect' as the delivery option, please include your original order number and a note that this is a second order in the in the 'Additional Info' field. We'll do our best to match your orders up and dispatch as a single order.  If we are unable to match your order or your previous order has been dispatched we may need to charge a second shipping cost, if this is the case we will contact you, so we can take payment manually as we do not store any financial details.

What if something isn't in stock?

We try to keep our online inventory as accurate as possible but on some occasions we may be out of stock but stock levels can change on a daily basis.  As we propagate all our own plants, there may be times when particular cultivars are unavailable.  Please contact us if you are interested in purchasing a particular cultivar as we will be able to let you know when it will next be in stock.  

Can you send my order in two parts?

If certain items on your order are needed sooner/later 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.

What do you mean by ‘freshly potted’?

Occasionally we sell some plants as ‘freshly potted’. This is due to them being recently been 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.

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 use the contact us form,  email us on info@harperanddebbage.co.uk or give us a call 07889679444 and we’ll be happy to help.


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