All returns are subject to a 25% restocking fee and the recovery of delivery charges paid by gardener supplies to originally deliver the goods. This is also apply to non delivered orders due to customer not being home to accept the delivery.
Unless otherwise stated in the item description, your order will be sent by a courier company or Royal Mail. If you are not in when they try to deliver, they will either leave your goods in a safe place, or usually leave a card letting you know there has been an unsuccessful delivery attempt and giving you a number to call to rearrange delivery or an address from which you can collect the parcel. If there is a safe place where the items can be left (eg 'round the back' or 'in the garage'), please let us know at the time of ordering. You'll be given a chance in the checkout procedure to leave instructions that we will pass on to the carriers, although please note that we cannot guarantee they will always adhere to them. Please note that for some large or heavy items, it may be impractical for carriers to deliver to a specified point and may limit delivery to kerbside.
Once you place an order with Gardener Supplies, you will receive an order acknowledgment email stating the items you have ordered. This does not constitute acceptance of your order.
Acceptance is acknowledged when your order has been shipped from our warehouse or suppliers.
Non-acceptance of your order may be due to: being unable to authorise your payment, the product being unavailable, a product pricing or description error.
- Where do you deliver to?
We can usually deliver to all areas of mainland UK. Please request a price for delivery outside of Mainland UK, we can however decline to send to these parts of the UK at our discretion.
- How quickly do you deliver?
Each item has an estimate of the delivery time in the product description beside the picture.
Signing for delivery
- Before you sign for the goods, please inspect the product inside the box to ensure that everything has arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before they came into your possession. If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.
Can I ask for the goods to be left round the back?
Please do. There is a box for "Delivery Instructions" when you place your order. Our couriers are usually very helpful. However, they can't always guarantee to deliver to any particular part of your property - with large orders (for example hurdle fence panels) it may not be possible to take them round the back.
- Can I ask for delivery on a specific day or specific time?
If you request delivery on a specific date, we will usually be able to attempt to deliver on that day, however we're dependent on our carriers and therefore we cannot absolutely guarantee delivery on a specific date. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.
- What about delivering at a specific time? Delivering at a specific time is very difficult for a courier company - this facility is available but it is usually very expensive with no guarantee of the order arriving at the specific time due to outside influence i.e. traffic effect the courier etc.
- Can the courier call me half an hour before he gets to me - I'm only round the corner? Unfortunately, couriers just aren't set up to give this level of service.
- What about Saturday delivery?
We are unable to provide Saturday delivery due to no one being in the office if there is any issues with deliveries.
What if I need to cancel my order before it's been despatched?
You can cancel your order in writing at any time up to the end of 14 working days after the goods arrive. If your order has already been despatched, or we are not able to prevent the despatch of goods, you can always return them under our 14 day returns policy (see below). If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order.
Items ‘made to order’ cannot be cancelled. ‘Made to order’ or ‘bespoke’ items will usually be described as such on the website. In addition, anything where you are specify for example a colour or size that is not described on the website is ‘made to order’. For more information on items 'made to order', see 'Returns'.
Shortages - did everything arrive?
If you believe an item hasn’t arrived please send us a message on eBay and we will sort the matter out for you immediately.
If you've ordered more than one item, please check the contents of your delivery and compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we sometimes send by more than one courier, possibly on a different date, but this should be marked on your packing slip.
Late deliveries:
We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order be delayed or fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems. (Please note that our liability does not extend to providing compensation for late or failed deliveries.)
