Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Voucher Non Delivery
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Shipping & Delivery
We cannot be held responsible for vouchers arriving after Christmas due to being delayed by the Royal Mail postal system.
Estimated delivery times are quoted on the product pages for each item.
National Garden Gift Vouchers:
We use Royal Mail for delivering Gift Vouchers. All National Garden Gift Voucher orders over £30 are sent by Recorded Signed For (up to £50) or Special Delivery Next Day (over £50) and need to be signed for on delivery. Cut off time for next day delivery is 2pm.
See our Terms & Conditions for policy on Replacement Vouchers due to Non Delivery.
If there is no-one available to sign for the National Garden Gift Voucher(s) on arrival, a card will be left by the postman informing the occupant that an attempted delivery was made. The Gift Vouchers will then be taken to the local Royal Mail Enquiry Office, where they will await collection by the recipient. A suitable form of identification (such as a utilities bill bearing the relevant address) may be required when collecting Gift Vouchers. Should your National Garden Voucher(s) not be collected within 14 days, Royal Mail will return the vouchers to us at which point we will endeavour to contact you to arrange a suitable alternative delivery address and date of delivery.
We can deliver to addresses all across the UK including the Channel Islands and Scottish Isles. We also deliver to all areas of the Republic of Ireland. Despatch of National Garden Gift Vouchers is from mainland UK - please allow extra time for your order to arrive if sending to any of the areas listed above. Unfortunately we do not deliver anywhere else.
Seeds:
Packets of seeds cost only £1 to deliver, if your order is over £50 (any items count towards this total) then the delivery will be FREE. Seeds are sent by at least First Class post, if the total value of seeds is high, we may send by Special Delivery Next Day (which is insured) at no extra cost to you.
Seed Non Delivery: If an order has been lost or stolen, customers should contact Customer Services. If the order was placed using Royal Mail Special Delivery then replacement seeds will be issued within 5 working days.
If a non-delivered order was placed using First Class Post then the below process applies:
1) Customers must contact Customer Services informing them of non delivery. An investigation will then begin between Customer Services, Royal Mail and our Dispatch Department.
2) If after 5 days, the customer still requires their seeds, then they will be asked to place another order on the website using Special Delivery and we will pay the delivery charge. If after 30 days we discover that the original seeds have been lost/stolen, we will issue a full refund up to the value of the original order placed.
3) If the customer does not require replacement seeds then we will still need to undergo an investigation with Royal Mail and our Dispatch Department. This process will take up to 30 days. If after 30 days we are satisfied that the vouchers have been lost/stolen then we will refund the value of the order.
Barbecues:
- Deliveries cannot be left unsigned by driver, or with next door neighbour. So it is extremely important that you arrange with the delivery company a delivery date when you will be there to receive the order.
- If customer is not in when delivery takes place there will be a charge to redeliver. 8 seat sets carry largest charge at £75. 6 seat sets carry a £50 charge. Everything smaller will be £35.
- Delivery is Curbside Only.
Garden Furniture:
- Allow up to 7 working days for delivery.
- Deliveries cannot be left unsigned by driver, or with next door neighbour. So it is extremely important that you arrange with the delivery company a delivery date when you will be there to receive the order.
- If customer is not in when delivery takes place there will be a charge to redeliver. 8 seat sets carry largest charge at £75. 6 seat sets carry a £50 charge. Everything smaller will be £35.
- Delivery is Curbside Only.
- Most wooden furniture is delivered flat packed, and will require some simple assembly, allen keys are provided in the packs. Some weave tables also require a small amount of assembly.
Kelkay Bulk Bags:
- Kelkay products are made up of natural materials so there may be colour and size variation to images shown on our website. Due to limitations in the reprographics process the colour of natural products cannot be guaranteed within our online or paper brochure.
- Deliveries are to UK mainland only
- Some Scottish postcodes carry a delivery charge supplement per item
- Delivery will be to nearest kerbside or hard-standing. Ensure that the surface is smooth and level to unload onto
- Access must be suitable for large lorries with rear tail-lift offload
- All items are supplied on non-returnable wooden pallets
- You will be contacted in advance with the date and time of delivery, this will normally take place within 7 days of order. Deliveries must be signed for.
- If an arrangement for delivery is broken a re-delivery charge will apply and is paid direct to the transport company. In certain cases this charge maybe more than the original subsidised delivery charge paid.
- Privacy & Security
- By placing an order on our website you agree to belong to our mailing list. We do not disclose this list to any third parties, and you can request to to removed from our mailing list at any time. The mailing list is used solely to send information about current products, offers, and to help generate feedback to improve our service. Home & Garden Centre do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to: a. Take and fulfil customer orders. b. Administer and enhance the site and service. c. Only disclose information to third-parties for goods delivery purposes.
- Returns & Replacements
- You are entitled to cancel your order and return the goods within 5 working days for a full refund, not including the cost of delivery. You will have to cover the cost of returning the product and will not be refunded the cost of initial delivery. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. If the goods are faulty on arrival then we shall cover the cost of collecting the faulty goods and replacing them. However this only applies if you report the fault on day of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you.
Any goods returned must be in saleable condition, if products are not in saleable condition you will not be refunded the product retail cost. - Voucher Non Delivery
- We cannot be held responsible or issue refunds on vouchers lost due to an incorrect address entered when placing an order.
If an order has been lost or stolen, customers should contact Customer Services. If the order was placed using Royal Mail Special Delivery then replacement vouchers will be issued within 5 working days.
If a non-delivered order was placed using First Class Post then the below process applies:
1) Customers must contact Customer Services informing them of non delivery. An investigation will then begin between Customer Services, Royal Mail and our Voucher Department.
2) If after 5 days, the customer still requires their vouchers, then they will be asked to place another order on the website and we will pay (refund) the delivery charge. If after 60 days we discover that the original vouchers have been lost/stolen, we will issue a full refund up to the value of the original order placed.
3) If the customer does not require replacement vouchers then we will still need to undergo an investigation with Royal Mail and our Voucher Department. This process will take up to 60 days. If after 60 days we are satisfied that the vouchers have been lost/stolen then we will refund the value of the order. - Ordering
- Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. We accept all the cards who's logos are on the left. If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake. When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason.
- Payment, Pricing & Promotions
- All prices include VAT, standard rated items at 20%, zero rated items at 0%. VAT receipts available on request. We cannot be held responsible for any pricing errors that are realised by us before the product has been shipped.
- Viewing Orders
- You can only view your order on our website if you have registered with us. To view your order simply log in using the link on the top menu, where you will then see all the details of your account including all of your orders.