How can we help you today?

Welcome to our customer support centre & frequently asked questions.

If you cannot find what you are looking for then the fastest way to resolve your question is via our Quick Messaging System.
 
Our normal opening hours are from 8.30am to 6.00pm Monday to Friday, 9:00am to 4.00pm Saturday, and closed Sunday’s.
 
Do not worry you can still get in touch with us, outside of these hours by leaving a a detailed message and we will get back to you the next working day.
 
Please click the purple bubble within your account area to speak with us,
 
We look forward to assisting you soon.
 
This facility is also available within your Gardening Express customer account area.
 
The Gardening Express Team.

Frequently Asked Questions

Welcome to Gardening Express, the home of great value plants & gardening accessories. All the items you see are available to buy online. Simply click on the item you wish to buy and click ‘add to basket’. You can then adjust the quantity required, go back and add additional items to your basket or ‘proceed to checkout’.
Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).

We believe that you won’t find better quality plants at a lower price anywhere else. So if you think you can buy better, we’d like to hear from you.
We’re not just making a bold statement here, we’re putting our money where our mouth is! If you find a plant of the same size and quality on another website* for a price less than ours we’ll refund double the difference.
It’s as simple as that. All you need to do is send us an image contact us via our Quick Messaging System showing the actual plant on sale so we can check it is like for like quality, and the regular price clearly displayed (promotions are excluded) and if we’re more expensive we will immediately drop our price to match, and refund you double the difference if you have already ordered from us within the last 7 days.

Don’t forget that all our prices include free delivery to your door in the mainland UK, on all orders over £200, other companies will sting you with this charge when you get to the checkout!

You can access our Quick Messaging System with from your customer account area or our contact us page.
Our Quick Messaging System is available during most business hours Mon to Sat. Please check within your customer account area on our website or on our contact page for current hours.
*Does not apply to reduced price items or special offers.

We are working hard to get your plants out to you as soon as possible.

Please do check our delivery information page [click here] to find out about our current delivery times.

We inspect each and every plant a number of times prior to packing it carefully so that you receive the best possible plant in great condition – your plant will probably be thirsty and will have lost a few leaves on the journey but rest assured your plant will be great once planted and established in your garden – we guarantee it.

To qualify for our FREE Shipping all you need to do is purchase £200 or more from us in one single order.
Unfortunately the highly automated nature of our systems means that we cannot merge two or more orders together from you in order to achieve this. So you will need to make sure that you order all that you want in one order.

We are really sorry if your courier has been a little clumsy with your package, we work carefully with all of our couriers to encourage them to be as careful as possible with our plants but accidents do occasionally occur.

The good news is that we carefully pack all of our plants and plants are a lot sturdier than they are often given credit for.  A few bumps in transit will do your plant no harm except the loss of a few leaves and even a cracked pot is nothing to worry about.  Get your plant into the ground as soon as you can and well watered, it will soon pick up and start thriving.

Unfortunately, some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock.
Tip – We often take repeat deliveries of popular products, or often we will leave them on the site to be reserved for the following season.

When an item is out of stock, there is an option on the product advert to add your email address. Then as soon as we add new stock, you will be notified.

Alternatively, you can always keep checking the site to see if your desired item becomes available again.

Or, in the case of special plants, order in advance to enable stock to be reserved for you and enable us to send it as soon as it is available.

You will find the general delivery periods stated throughout the site, although these are, of course, subject to stock and seasonal availability/weather.

We carefully check all plants and orders a number of times prior to dispatch but mistakes can happen.

Orders which consist of multiple plants are often shipped in multiple boxes. These boxes can arrive at different times. Sometimes we use different courier companies depending on box size, shape, and box weight.  Please allow a further 48 hours for your entire order to arrive.

When we pack your plants some plants will often be packed together in the same box and be hidden by the foliage of others. We have found that packing plants tightly together helps to protect the plants and doesn’t affect their wellbeing.

It is easy for customers to look quickly inside their boxes and think they are missing out on plants.  Carefully unpack and unwrap every single plant to check that you are not missing anything – if you are then we are really sorry and ask that you please get in touch using our quick messaging system in the bottom right hand corner of your screen (its a purple speech bubble).  We will rectify any mistakes as quick as possible.

Gardening Express is an online only business, which means we do not operate a telephone support service or order line.
In our surveys, customers have advised us that they value our great prices for quality plants above anything else. By not operating a phone line, we are able to pass the savings we make as a business directly back to you.
This does not mean you can not get in touch with us, but does mean that in order to offer you incredible plants at incredible prices our customer support team are more productive and can answer more queries each day by interacting with you via our Quick Messaging System. You can access our Quick Messaging System via your account page or on our contact us page.
Our Quick Messaging System is available during most business hours Mon to Sun. Please check within your customer account area on our website or on our contact page for current hours.
HELP US TO HELP YOU
When contacting us ALWAYS give us your order reference number (if your query relates to a specific order). If you have a query relating to specific plants delivered, then ALWAYS send us some photos of the plant(s) when you submit your enquiry. This will speed-up the service that we provide you with.
Please remember during our peak times we hand pick, hand clean, and hand pack each and every order. Every order is different and it does all take time to do. This is why we say allow 15 days before contacting us to check on your order.

You can print out a copy of any invoice from us from your Gardening Express account any time you want to.

To do this just access your customer account area on our website then select your order and then select ‘print order’.

No, we do not have a shop, we are a UK based Internet Retailer.

Yes we do, as well as selling directly to our end customers, we can also provide wholesale services to customers buying 10+ units of one product and spending over £1000 per invoice.
We have even supplied West End department stores and Dutch nurseries with our plants in the past, so will be happy to assist in any requirements you may have whereever we can.
Please contact us using our Quick Messaging System.
You can access our Quick Messaging System with from your customer account area or our contact us page.
Our Quick Messaging System is available during most business hours Mon to Sat. Please check within your customer account area on our website or on our contact page for current hours.

This means that the product is temporarily out of stock or has been discontinued.
Tip – We often take repeat deliveries of popular products, or have more growing on in the nursery.

We would advise you to keep checking the site to see if your desired item becomes available again.

The main way to contact us is by using our Quick Messaging System. This is accessible both within your customer account area and also on our contact us page. Our Quick Messaging System is available during most business hours Mon to Sun. Please check within your customer account area on our website or on our contact page for current hours.
For anything to do with your order when interacting on our Quick Messaging System , please ensure you include your order number with your enquiry. Before raising a query please bear in mind the following:
  • During peak season (which can vary depending on weather etc ..) each year the number of support queries we receive will naturally increase.
  • If your query relates to delivery time scales please be aware that delivery times can extend to 10 to 15 working days. All our orders are hand picked, hand cleaned, and hand packed. This does all take time as every order is different. We therefore respectfully ask that you are patient while awaiting delivery.
  • If you have a question regarding a received order which involves a damaged plant or plant that is not as expected. You can save time by including photographs when you raise your query (as we cannot see what you can see which is why we ask for photos). Always include your order reference too.
Please note we do not operate a telephone support service.
Please note we do not offer a message and call back service out of hours.

We use a multitude of Couriers to help us with dispatch, this is dependent on whats ordered, the size, weight and how may cartons are used to pack your order.
I’m afraid we’re not able to handle individual preferences due to the volumes we pick, pack and dispatch.

In order to gain “Reward points” you have 2 options , you can send a link to one of our products through to a friend or family member and should they chose to order the plant via the link provided, this will reward you with Reward Points or you will earn reward points with every purchase which can be redeemed as detailed at checkout. Please be advised once your order has been updated with ‘shipped‘ your points will show on your account.
Please see below further information as detailed on our website:
Rewards Points
We appreciate your custom and would like to reward our loyal customers. Which is why we’ve introduced Gardening Express Rewards.
At present there are two ways in which you can earn reward points:
  1. Once you’ve received your first order you will start attracting rewards from any orders that you make with us thereafter. You earn 1 reward point for every £1 spent.
  2. By referring your friends and relatives who have not ordered from us before. You’ll earn 50 reward points for every referral who then goes on to order from us.
  3. Every 100 reward points that you earn will give you a £1 discount at our checkout.

If at checkout you do have reward points to use then you just need to add the amount you wish to use in the ‘Use Reward Points’.

REWARD POINTS ARE ADDED TO YOUR ACCOUNT ONLY WHEN YOUR ORDER IS MARKED AT SHIPPED STATUS.

It is very difficult to make recommendations to our customers regarding plant choices, selections and plant development.
As I am sure you can appreciate this is dependent on a variety of factors such as personal preference, soil conditions, weather variation and individual garden locations.
We do appreciate this may appear that we are not trying to be helpful – please be assured that this is not the case.
Personal experience over the years has resulted in our recommendations not always fulfilling the needs of our customers due to all the factors as stated above – one persons individual opinions and tastes in plants, much like food and fashion, can be very different from another individuals.
We would therefore recommend that you look at our website and research the various plants that we offer yourself to hopefully find something suitable for your needs.
However, if you do struggle and draw a blank, please use our Quick Messaging System to ask one of our helpful agents. You can access our Quick Messaging System via your customer account area or our contact us page.
Our Quick Messaging System is available during most business hours Mon to Sat. Please check within your customer account area on our website or on our contact page for current hours.

No, Gardening Express does not print a catalogue. New products are added to the site daily, so you need to visit the gardeningexpress.co.uk site regularly to keep up-dated with all the latest plants & products.

Our collections are always as advertised, and do state these can be of a mixed variety. The mix can indeed include the varieties as those mentioned in the advert details.
These are examples of the plants available in our large and extensive collection. All of which are of a superior quality, and are detailed as per the example description details provided.

We currently have numerous varieties within our collections and whilst we do our best to ensure no two of the same plants are supplied it is very difficult for us to either cater for individual preferences or make changes to the collections on offer. Please be aware of this to avoid disappointment if you are expecting specific variety(ies).

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