Delivery and Returns
Our aim is to deliver most orders to you within a 2 to 5 working day time frame. This is subject to stock availability and any additional information displayed on individual items. Please also take into consideration that delivery and dispatches may be delayed on Bank Holidays.
CHRISTMAS AND NEW YEAR DELIVERIES
The last Dispatch Day for Delivery before Christmas is the Monday 18th December, however we will try our best after this date to get your order delivered, but this is not guaranteed. The office will be CLOSED between the 23rd December and Tuesday 2nd January, with the next dispatch day being the 4th of January. You will still be able to order online. We will endeavour to answer any emails during this period. Answer machine message will be answered when the office is open.
Most Products shown on our site are dispatched by an Express 48 Hour Courier or Royal Mail service at a cost of between £3.00 to £6.95, unless otherwise stated on individual item descriptions or on checkout. Delivery methods vary due to the weight and size of the item and this will determine whether orders are sent through Royal Mail, courier, or on a pallet. If pallet delivery is required it may take up to 5 working days to be delivered.
Other delivery services are available on request such as Next Working Day through our Courier and Royal Mail, this is also dependent on the item and location of delivery. There will be an extra charge for this. It is not possible to send an item next day on a Bank Holiday or a Bank Holiday weekend. Please ask for a quote if you require this service.
Delivery is available to most parts of the UK at an additional charge, these areas include:
- Northern Ireland
Weight and size conditions apply to these areas and may take extra time to be delivered. Please see below table which indicates approximate costings. Please call for a quote if this service is required.
Areas and Surcharges - Courier 48-72 Hour Services Only Available
|Scottish Island and Highlands||IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE||£12.00|
|Northern Ireland, Isle of Man and Isle of Scilly||BT, IM, TR21-25||£17.50 Northern Ireland £16.00|
|Isle of Wight||Isle of Wight PO30-41||£8.50|
If you do want delivery to the above postcodes then please contact us for a quote before buying, currently the website does not work out delivery costings for these postcodes.
Due to some parcel size restrictions, some products are classed as a ‘large parcel’, which we are unable to send to certain postcodes. These areas are where the courier service is unavailable; please accept our apologies for this.
The majority of goods are shipped from our central warehouse, while others are dispatched direct from the suppliers. On occasion you may receive more than one delivery when multiple products are ordered. Delivery times and service may vary because of this.
Tracking your order
Tracking is available on most items sent by Courier. Tracking will show the progress of any order and once it has been dispatched an email should be sent to you by the Courier. Please follow the instructions on that email to track your item.
If you wish to pick up from us this can be arranged. This is subject to the item(s) you are wanting and notice given to us. Please also bear in mind that this will be at a different location then stated on the contact page. Collections will be available from Abercorn Plant and Garden Centre, CM2 8LX. Please contact The Garden Factory for further details.
For further information regarding all aspects The Garden Factory regulation and terms please see our FAQ and Returns Page.
The Garden Factory guarantees to send you great gardening products and garden items that you would find at any quality garden centre in the UK.
We and our suppliers will inspect goods before they leave so they reach you in prime condition. We also do our utmost to package items in such a way that nothing gets damaged on their journey to you.
On receipt of your order we strongly suggest you immediately check for damage or malfunctioning parts. However, if there's a problem here's what to do:
Damaged or defective goods
If you receive a product that is defective you can return it within 28 days. You need to inform us within 7 working days and we will give you either a replacement or a refund. As a general rule, and where possible we ask that you take photos of the fault.
Please make sure you give us your order number and return the item in its original packaging. You are responsible for the goods until they reach us. For your own protection we recommend you use a secure delivery method that requests a delivery signature upon return. This policy does not affect your statutory rights. Alternatively, we can arrange the pick up on your behalf.
Please note - if you return faulty or damaged items, we will refund the cost of the goods and delivery.
If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.
Goods damaged in transit
Unfortunately goods are occasionally damaged in transit. If this happens to you, please notify us immediately (within 48 hours of receipt of your order) on 01376 573 302. This is because Couriers will not accept responsibility after this time period. Please leave a message if you are calling after hours.
Please take photos of the damage and send them, along with your name and order number to firstname.lastname@example.org.
Notification must be no less than 7 days from receipt of your order.
We will assess the damage and advise you on the required action that will need to be taken.
Requesting a refund of unwanted goods.
To request a refund, please phone the store on 01376 573 302 or email email@example.com with details of the item you are returning. You must notify us within 7 days of receipt of your order and return the goods to us within 28 days.
The item must be returned to us in its original condition and in its original packaging.
You will need to send the products back at your own cost. The liability is with you until the goods arrive with us. In the event of disputes, please note that we will take photos and videos of returns. We advise you to use a reputable carrier to return goods.
Contact our Customer Service Team
Phone 01376 573 302 or email firstname.lastname@example.org.
Incorrect goods received
If we send you something you hadn't ordered and was not a substitute item, you must return it within 28 days unused and in its original packaging and you will not be charged.
Goods not required once received.
If you have received goods that you have ordered, you have the option to return these goods at your own cost. Alternatively we can arrange the pick up on your behalf and we will deduct the cost of the collection from the value of the goods (typically for standard delivery this is currently £10). Unfortunately we will not refund the original delivery costs.
CONTACT OUR CUSTOMER SERVICE TEAM
The Garden Factory
301 Beehive Lane