Prices

The price you pay is the advertised price at time of order. Prices include VAT, and first class postage and packing (UK addresses only). 

Substitution

We aim to advertise only what is available. Occasionally a product may become obsolete at short notice. In this case we will refund your payment. We will only substitute if there is a very small difference between what you ordered and the product sent - eg new packaging or a larger size.

Cancellation

If you change your mind after placing your order then phone us directly and we will cancel your order and refund your payment provided your controls have not yet been ordered. For popular products we can accept cancellations after we have ordered the product for you, because we can sell it to another customer. However for specialist items (over £40) we cannot do so. Unfortunately we cannot accept any cancellations after the product has been shipped because controls are perishable.

Complaints

If you are in any way disappointed with the service, please call us within 3 days of receipt. If we can establish that the goods were substandard or damaged in transit we will offer the alternative of a refund or a replacement.

Guarantees

Most product is composed of living organisms we cannot completely guarantee that they will suppress the pest population in your particular environment. We can only guarantee to send them out fresh and in good condition.

Lead time

We order in live product on the basis of what our customers order the previous week. There may be between 1 day and 8 days lead time, depending on the product. 

However occasionally our suppliers let us down - most of the product is bred and not manufactured so there a lot of uncertainties. If we cannot obtain the product in time we will not be able to compensate you for the delay.  We will contact you if we know there is a delay with the product you have ordered.

Late Deliveries

We cannot 100% guarantee a delivery date for first class post, although over 92% of first class packets are received on the day expected. If your packet is delivered late by Royal Mail we will not be able to compensate you. 

The Law

Nothing explained above takes away your statutory rights as a consumer. The Distance Selling Directive (2000) applies to the non-perishable items in your order.

Shop with Confidence

Shopping online at ladybirdplantcare.co.uk is a safe and secure way of placing your order. All information transferred during the order process is encrypted to ensure your personal and sensitive information is kept secure. The secure part of the site is certificated. 

Protecting your Privacy

Please be assured that Ladybird Plantcare is a small family run business and we always have and always will take personal information very seriously. We have not and will not sell your personal address or contact details and we follow industry best practice to ensure your data is safely stored and encrypted.

When you place an order with us we store the details you provide us with including your name, address, delivery address and contact details on our secure database against the details of your order and a record of payment.

We use the information you provide to enable us to process your order and to provide follow up care advice should this be needed.

The information we ask for may include your name, title, your address, your telephone number and email address as well as the details of your order including delivery address.

We hold paper records of orders for the minimum legal period of 7 years, after which they are destroyed. We also keep electronic records of orders on our secure server. This enables us to provide a better after care service and also to ensure traceability in the unlikely event of any notifiable plant health issues.

You can ask to check and/or amend the details we have on file at any point, including telephone numbers and we can also provide a full copy of all the details we store for you in response to a written request.

Google

When someone visits www.ladybirdplantcare.co.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site (including video views via YouTube). This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. More on Google’s privacy policy can be found here .

Contact by email

We will use your provided email address to send an order confirmation as well as automated tracking emails if you have selected this service to let you know when to expect your delivery. We may contact you by email with a query about your order or to notify you of any problems with a delivery. 

We also like to stay in touch with our ‘opted in’ customers by email with special offers, top tips and news from the nursery. We use a third party provider, Mailchimp, to deliver our e-newsletters. We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. You can unsubscribe or opt out from our email marketing lists at any time using the links provided by Mailchimp at the bottom of each newsletter, by contacting mailchimp directly, or by contacting us by phone or email.

Contact by post

We won’t generally contact you by post except in the Spring when we do like to send a selection of our customers our catalogue and money off voucher. If you would rather not receive this you can let us know.

Contact by phone

If we need to speak to you about an order or a delivery we may contact you on the phone number you provide.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Your rights

Under the Data Protection Act 1998 and the GDPR regulations you have rights as an individual which you can exercise in relation to the information we hold about you. 

Access to personal information

Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:

  • give you a description of it;

  • tell you why we are holding it;

  • tell you who it could be disclosed to; and

  • let you have a copy of the information in an intelligible form.

To make a request for any personal information we may hold you need to put the request in writing to Ladybird PlantCare, 71 Washington Street, BN2 9SR.

If you prefer, we can try to deal with your request informally, for example by providing you with the specific information you need over the telephone.

If we do hold information about you, you can ask us to correct any mistakes and we will always do our best to do this.

Disclosure of personal information

In many circumstances we will not disclose personal data without consent. The only exception is if we were legally obliged to disclose information by a government agency (ie. to prevent crime or detect fraud).

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.