Frequently Asked Questions
Listed below are our most frequently asked questions. If the answer to your query is not below, please do not hestiate to call or email us and we will endeavour to solve your query as quickly as possible.
What products do you stock?
We stock garden items and landscaping products that you would find at a quality garden centre. These include bird food and feeders, a wide range of garden furniture, gardening tools, furntiure covers, arches and arbours, BBQs, urns, childrens tools and furniture, hose fittings, pots and tubs, chemicals and gates and railings, to name just a few! 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.
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. We are sorry, but we do not accept American Express. It is possible to pay by cheque through prior arrangement with The Garden Factory. Please contact us directly if you wish to pay by cheque.
Payment is in GB Pounds Sterling. 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 don't like using the internet for payment or are having problems with our payment procedure, call the office on 01376 573 302 and we can process your transaction over the phone.
I need to amend my order, what now?
If you decide you don't want part of your order but the order has been processed and is on its way to you, simply return the unwanted item and as soon as we receive it we will give you a refund on the item. Please note - if you are returning an item because you do not want it, you will be liable for the carriage cost. If your order has not been dispatched we can remove the unwanted item. Goods must be returned unopened and in resaleable condition.
If you want additional items, contact The Garden Factory as soon as possible on 01376 573302 or by email@example.com. If your order hasn't left us we will save you the additional postage by adding it to your parcel. If it's already on a van then we are sorry, but you'll need to make another order.
Your statutory rights will be unaffected.
I really don't want the item now. What do I do?
Sometimes you may change your mind after a purchase has been made. If this is the case please use the following instructions -
You must notify us within 7 days of receipt of your order and return the goods to us within 28 days.
Products must be returned unused and in perfect, re-saleable condition (this includes the original packaging and instructions), or we will be unable to provide a refund.
Unwanted products have to be returned at your own cost. The liabiliy is with you until it arrives with us. In the event of disputes, we take photos of returns so we advise you to use a reputable carrier.
How do I cancel an order or request a refund?
Please see Cancellation under our returns policy.
I've requested a refund and have not received it yet, what should I do?
If you have any query over refunds or deliveries, please contact our office on 01376 573 302 or via firstname.lastname@example.org.
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 recommed you use a recorded delivery service to return goods.
What is your general delivery policy?
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.
We will aim to deliver within the quoted time range 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 changed.
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.
On receipt of your order we strongly recommend you immediately check for damage or malfunctioning parts. Contact as soon as possible if there is a problem.
Why do I need to create an account?
You don't have to have an account to make an order.
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 wish to create an account, so just hit the 'Skip Account' and carry on through the checkout process.
What do you do with my personal information once I have bought off the site?
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.
As with our newsletter subscription, we 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.
How do I access my account?
To access your account you first must have an active acocunt with The Garden Factory (see above). Use your email address and password you created when setting up your account in the login boxes at the top of the website page.
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 573 302 between 9.00 - 5.00pm Mon-Fri or e-mail us at email@example.com. We will endeavour to sort out your query as quickly as possible.
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 would otherwise discard them. It's just us being eco-friendly, saving the planet, doing our bit. It also helps us keep our costs down.
I've received more than one or the wrong item.
Sometimes mistakes happen and we apologise if this happens to you.
Should you receive the wrong goods, or more than you expected, please contact us immediatly on 01376 573 302 or via firstname.lastname@example.org and we will rectify the mistake as quickly as possible.
Do the products come assembled?
Most of our smaller products come to you assembled. Other items, such as furniture will require some basic home assembly. Occasionally there are products which require a higher degree of assembly skill. We try to highlight this where possible. If you have any queries regarding the product you are interested in, please contact us on 01376 573 302 or email@example.com and we will be happy to advise you.