CORONAVIRUS (COVID-19) - Update


Here at Crocus.co.uk, the well-being of our customers, colleagues and their families is our top priority and we are doing our utmost to protect them during these unprecedented times.

We’re following the expert advice of the Government, Public Health England and World Health Organisation to make the necessary changes to our business to ensure everyone stays as healthy as possible. Therefore, it may take a little longer than normal to process your order - but rest assured that every item leaving our nursery has received the same love and care as you'd expect from us.

Plants, house plants and bulbs will be shipped within 3 - 5 working days and large pots will be shipped within 7 working days. Once shipped, please allow a minimum of 5 days to receive your items.

We’d like to say a big thank you to all of our teams who are working tirelessly and to you our customers, for your continued patience and support. Finally, all of us at Crocus would like to take the opportunity to wish you and your family well during this difficult time.

The team at Crocus


DAILY LIMIT ON NUMBER OF ORDERS


In order to keep up with the demand, we've introduced a daily limit on the number of orders that our nursery and warehouse can process.

What to expect: Once, the threshold is reached for the day, there will be a message across the website indicating the same.

Please bear in mind that when the limit is reached:

  1. 1.   You will not be able to add new items in the wheelbarrow and checkout.
  2. 2.   If however, you are already in your wheelbarrow and going through the checkout, you can proceed as normal.
  3. 3.   You can still add items to your wheelbarrow to checkout the following day.
  4. 4.   For best experience on the website, please login and add items to your wheelbarrow.
  5.       This will ensure that your items are saved for you when you come back the next day to finish your purchase.

We do apologise for this inconvenience, but we have had to take this step in order to cope with the increased demand.

Thank you for your continued support.


ORDERS & DELIVERY

How are you keeping staff safe?

  • Our staff are everything to us and we want to take every precaution to protect them. All of our office staff are working from home but the important work on our nursery and in our warehouse means that members of staff are coming to work as normal.

    We have taken the following measures to protect everyone coming to the nursery:

    • - Each morning, every member of staff has their temperature checked.
    • - Anyone exhibiting even mild symptoms are asked to go home and self-isolate.
    • - We have arranged two bus services to avoid staff from different households travelling in the same car.

    We have also implemented the following measures in our warehouse:

    • - Changed the layout of the benches so that the staff are 2 metres apart.
    • - Restricting the number of people that can use the canteen and toilets at any one time.
    • - Given staff extra breaks to enable more frequent hand washing and sanitisation.
    • - Any member of staff who is identified as high risk or requiring shielding has been sent home for 12 weeks.

    This is a very difficult and worrying time for everyone but we will do the utmost to protect our staff during these uncertain times.

Is your warehouse closing?

  • We are continuing to send out orders from our nursery. We have brought in extra people to help but we have seen extremely high levels of demand in the last 2 weeks at the same time as losing a number of members of staff who have needed to stay at home to care for their families or self-isolate.

    Please be assured that we are working hard to ensure we ship orders as quickly as possible. The situation is changing all the time, but we are currently shipping plants, house plants, and bulbs within 3-5 working days and large pots within 7 working days.

    We ask for your patience during this very difficult time.

Can I still order from your website?

  • Of course! We are following the advice of Public Health England and are still making deliveries but please note that if you've selected standard delivery your order may take slightly longer than usual. Thank you for your patience during this very difficult time.

What is your returns policy?

  • If you wish to return an item which you have received, you have up to 28 days to return it to us (excluding bouquets). To view our full returns policy, click here.

Can I still receive my delivery if I'm self-isolating?

  • Our delivery partners are now operating contact-free delivery so that you can still receive your parcels safely without requiring a signature.

How can I contact you?

  • We have a small but dedicated team responding to queries via customerservices@crocus.co.uk. Please note we normally aim to reply to all emails within 24 hours but due to the extremely high level of orders, we are taking slightly longer than usual. Please bear with us and we will endeavour to reply as soon as possible.

    If your query is urgent, please call us on 01344 578 000. Lines are open from 9am to 5pm, Monday - Friday (except bank holidays).

Can I place an order by phone?

  • Unfortunately, our orderline is currently closed however you can still place an order with us online. When our orderline is back up and running again, we will let you know through this page.


OUR SERVICES

Can I still click & collect?

  • For the safety and precaution of our customers and staff, we have suspended our click & collect service from both Nursery Court and Dorney Court until further notice. When our click & collect service is up and running again, we will let you know through this page.

Can I still gift wrap my order?

  • We are pleased to announce that our gift-wrapping service is now up and running again. Choose from 4 colour options and personalise your gift by adding a message to the recipient for only £5.95 per item!

CROCUS AT DORNEY COURT

Is Crocus at Dorney Court open?

  • Whilst we are pleased to be able to welcome you to Crocus at Dorney Court once again, our priority is to ensure the safety of our customers and staff a like so you may notice a few changes to the way you shop.

  • What to expect when you visit:

    • - Our planteria and shop will be open from 9.30am – 4.30pm Monday to Sunday.
    • - As per government guidelines, our café will be closed during November, but we will be offering a range of takeaway hot    and cold drinks and snacks.
    • - We are limiting the number of customers in-store at any one time and we've installed 2m social distancing markers    throughout.
    • - Hand sanitiser stations will be located at the entrance for customer use.
    • - We kindly ask that you follow the one-way system in operation and be mindful of fellow customers when browsing.
    • - We've installed a perspex safety screen around our cashier and we will be asking all customers to pay by card.
    • - We expect all customers to abide by the social distancing measures in place.


  • We want to make shopping at Crocus at Dorney Court a safe and enjoyable experience so we're asking you to work with us whilst we navigate through these initial stages. Please respect staff and others and keep a safe distance at all times