The Garden Factory - Online Garden Centre - FAQ's

• What products do you stock?

We stock garden items and landscaping products that'd you’d find at a quality garden centre, although we think you'll find our prices and service considerably better. You'll also find some quirky garden items and gift ideas we think you'll like, which you'll be hard pressed to find elsewhere.

• We're the first stop shop for several reputed garden designers, house builders, architects, film studios, pub companies, banks (very into bird care), event organisers and landscapers

If you are a supplier and wish to contact us please feel free to do so at store@thegardenfactory.co.uk

• Does the price include VAT?

Yes, all items are sold inclusive of VAT at the current rate.

• What are the payment options?

You can pay by Visa, Mastercard, Switch, Solo or Maestro, Electron and in some cases by cheque but only through prior arrangement with The Garden Factory. Payment is in GB Pounds Stirling.
To ensure your shopping is secure, your card will be encrypted to avoid the possibility of someone reading your details over the internet.
If you really, really, really don't like using the internet for payment or are having problems with our payment procedure, call the office on store@thegardenfactory.co.uk 01376 573302 and we can put through a manual transaction.

• I need to amend my order, what now?

If you suddenly find you don't want part of your order but the order has been processed, and is on its way to you, simply refuse the parcel, or return the unwanted items and as soon as we receive them we'll give you a refund on the item.

If you want additional goodies, contact The Garden Factory asap store@thegardenfactory.co.uk or 01376 573302 and if it hasn't left us we'll make a manual transaction and save you the additional postage by adding it to your parcel. If it's already on a van, and sometimes we really are super quick, sorry but you'll need to make another order.

• What's this about creating an account? Help.

We're keen to see you back at The Garden Factory sometime soon. If you create an account it will simplify the payment process by keeping your details on file, speeding up the payment process, and give you access to your order history and your shipment status. However, we understand if you don't, you fly by night, so just hit the 'Skip Account' and carry on through the checkout process. Simple!

You don't have to have an account to make an order.

Please make sure you have 'cookies' enabled in your web browser and that you don't have anything blocking access to active web pages. If this still doesn't help, please contact us for more guidance

• How do I access my account?

To access your account you first must have an active account with The Garden Factory (see above). Use your e-mail address and password from setting up your account in the log in boxes at the top of the website page.

• What do you do with my personal information once I have bought off the site?

As with our newsletter subscription, we absolutely don't and won't sell or use your information without your knowledge. It's illegal and unethical and we don't do that kind of thing.
We store some basic information on our system to allow us to help with order queries and to trace any issues or questions you may ask.

Please note: We never retain any of your banking details.

• I really don't want it now. What do I do?

Hey, these things happen. But you need to know the following;

• You must notify us within 7 days of receipt of your order and return to us within 28 days
• Products must be returned unused and in perfect, re-saleable condition (and this includes the original packaging and instructions etc) - or no refund
• You need to send the products back at your own cost. The liability is with you until it arrives with us. In the event of disputes, we take videos of returns so we advise you to use a reputable carrier

• Do the products come assembled?

Hmm. Generally speaking, yes to the very small items - no to others such as furniture which require some basic home assembly. On occasion there are products which require a higher degree of skill. We try to highlight this where possible.  If you have any queries regarding the product you are interested, please feel free to contact us at store@thegardenfactory.co.uk

• I've requested a refund and have not received it yet, what should I do?

The best thing to do is contact us directly either by e-mail store@thegardenfactory.co.uk or by telephone: 01376 573302

Please note that refunds are not processed until the goods have been safely returned to us at our premises. Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return goods.

• How do I cancel an order or request a refund?

Please see Cancellation under our Returns Policy.

What is your general delivery policy
On receipt of your order we strongly suggest you immediately check for damage or malfunctioning parts.

1. We will deliver the Goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the Goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the Goods once they have been delivered in accordance with your delivery instructions.
2. We will aim to deliver within the quoted time frame but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, we will contact you to advise you that the delivery date will have to be extended.

Some items are left at your Kerbside only and this means Kerbside, so please make sure that there is plenty of space for the delivery to be offloaded. Furthermore, many items are extremely heavy - please make sure you have help to move them.

• There are parts missing from my order or product

Please get in touch immediately so we can assess what you need. Either phone on 01376 573302 between 9.30 - 5.30pm Mon-Fri or e-mail us at store@thegardenfactory.co.uk

• My item is broken

Please refer to our damaged in transit section on the returns policy.

• What's with your external packaging?

We took a decision to recycle boxes that we take off local businesses who'd otherwise discard them. It's just us being eco-friendly, saving the planet, doing our bit. Most are in pretty good nick, some are a little 'bruised'.

• I've received more than one or the wrong item

Oh dear, we're human too - sorry for the inconvenience! If you post it back to us we'll pay for the postage and give you a free gift for your honesty.

• I have been charged twice.

Sorry. Please get in touch with us immediately so we can check this out and make the relevant adjustments.