Terms & Conditions

Delivery

When our customers order plants via our website we appreciate that they are placing their trust in us to select the very best of our Nursery stock for them, as if they were selecting plants from our Nursery themselves. This we promise to do.
We send out plants Tuesday – Thursday and occasionally Fridays if the plants in the order won’t suffer sitting in a depot over the weekend, between October and March we send less frequently.
If for any reason the plants are unavailable we will telephone or email you immediately to arrange alternatives or a refund. We will never send an alternative without prior approval.
Please allow up to 7 days for delivery although in reality, it is usually much less than this.
We take great care in packaging our plants but it is impossible to guarantee that there will be no superficial damage to leaves.
Where necessary we may cut plants back to a manageable size.

Delivery charges are available here.

Payment

Online payments are processed by PaymentSense.
Online payments & merchant accounts – PaymentSense
If you wish to pay by voucher or cheque, please call us to make payment over the phone.
Please call us on 01603744997 if you would rather order over the phone.

Gift Vouchers

Vouchers are valid for a year from purchase. The gift voucher expiration date will be stated on them and cannot be used after that date.
Vouchers cannot be replaced if lost, stolen or destroyed.
Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.
If an intended purchase is for a higher amount than the face value of the voucher(s), the difference can be made up with a credit card or cash payment. If it is less, then change can not be given.
Vouchers cannot be used in conjunction with any special promotions, discount tokens, coupons or cards.
Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.
Our Gift Vouchers are valid across both the Norfolk and Suffolk Nurseries and Cafes.
Cancellation and refund procedure – The purchaser of the voucher is entitled to a 14-day ‘cooling off’ period provided the gift voucher is returned unused and with the original receipt within 14 days of purchase, after which a full refund will be made.

Buy Gift Vouchers here. 

Urban Jungle Events

All materials and equipment are provided (unless otherwise stated).
All drinks and food menus are subject to change.
Places are strictly limited and tickets are sold on a first come, first served basis.
You will be required to present your email confirmation on the day.
Throughout the event we may be taking pictures for social media, the website and for sharing online and in print.
All tickets are non-refundable. Please inform us if you resell these with confirmation of the new attendee’s name and contact number. Urban Jungle cannot take any responsibility for the resale of tickets through the use of our own channels.
If you wish to pay by voucher or cheque, please call us to make payment over the phone.

View Events here.

Cancellation 

In the unlikely event of cancellation on your part for either a booking in the cafe or event, we regret that all deposits and down payments are non refundable.  We strongly recommend the purchase of Cancellation Insurance for weddings and large scale events.

Private Events at Urban Jungle

Christmas Party Bookings – Available throughout November, December and January apart from Christmas Day, Boxing Day and New Years Eve. Pre-orders are required at least 2 weeks before the date. Minimum spend applies depending on the number of guests. Typically, but not strictly, £500 minimum spend, or £35pp (whichever is the greatest), this will be confirmed on enquiry. Maximum numbers 100. Deposit required to secure the booking, this is deducted from the final bill. Please ask for full terms and conditions.

Full terms and conditions are available for private events, and to conifrm your event we must receive a signed copy along with your deposit and completed booking form.

View more about our private events and exclusive hire here. 

Dogs

This winter we’re happy to welcome dogs into our Cafes and Nurseries. However, we want Urban Jungle to remain a lovely place for all to enjoy so we have a few house rules we hope you don’t mind following….

Please keep dogs on leads at all times.
Please keep your dogs by your side, on the floor at all times.
Please, no dogs on the furniture.
Please only come inside the Cafe when your dog is clean and dry.
Please clean and take any dog mess away with you.
We’re happy to provide water bowls for dogs, just let the team know.
The manager’s discretion is final.

Invoices

When you purchase from our online shop, your invoice is available to view/print online. We advise checking your invoice AFTER you have received your plants as we may have made amendments due to non-availability of plants etc.
To view your invoice sign in and click ‘Track’ at the top of the page.
(NB. Invoices show as Order Confirmation until your parcel is despatched.)
Invoices stay active on the system for approximately 6 months.
Items with this icon are unavailable for delivery outside of the UK mainland.

Privacy Policy
The information you give us about yourself is treated with respect and is used only for the purpose of processing your order. We do not pass any of this information on to third party mailing lists.

Complaints
Plants should be inspected immediately on receipt. In the unlikely event that you are not happy with the goods you have received, you must notify us within three working days. We will give your complaint our utmost attention – the future of our business relies on our reputation.
All plants supplied by us are believed to be true to name, according to the RHS. We strive to be as accurate as possible.
We only dispatch healthy plants and plant material. We cannot accept responsibility for damage incurred in the future by incorrect culture, frost damage etc. We also cannot accept responsibility for non-flowering of plants.

If you have any questions, or need any more information, please contact us here.