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Customer Support Centre

How Can We Help?

Please browse our Knowledge Hub using the search box above, where you will find a wealth of already prepared information relating to gardening hints and planting tips, to specific queries we have received about particular plants and orders.

Important Delivery Information

If you’re waiting for the delivery of an order and have come here to query when it will arrive, please don’t panic, your order will arrive in due course, and we thank you for your patience.

There is no need to contact us to follow up on your delivery unless it has been 72 hours since you received a courier tracking number for your order, and it still has not arrived.

We aim to dispatch all orders within 3-5 working days, and we want your plants to be of the best quality and as fresh as possible when they arrive with you.

Please note multiple item orders may be dispatched separately, so please do not worry if you have not received all of your orders. There is no need to contact us as the remainder will follow in due course.

Contact Form:

Please take note of the following information before submitting a contact form or sending an email, as there are several ways that you can really help us to help you:

  • If you are contacting us about a recently delivered order, please add your order reference number and attach photos of your items. Please ensure that your photos show the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label. Ideally, the background should be light and not interfere with the focus and clarity. This will save time and enable us to deal with your query in the most efficient way.
  • SpamPlease only submit your query once as submitting multiple times often results in your query being marked as spam, and it could easily be missed.
  • Delivery – if you haven’t already, please check the delivery information above before submitting your query.
  • Please note that you need to inform us of any issues with your items within 14 days of receipt of your order.
  • Important – please check our FAQs below as you are more than likely to find the answer to your query there.

Frequently Asked Questions (FAQ’s)

This is your go-to guide for all the information you need to make your journey with us as smooth as possible. These questions and answers have been curated over several years and countless customer experiences to make yours the best it can be, so please check in here – we are here to help.

Jump to FAQ sections by clicking the links below:

DeliveryOrder, Invoice and Payment InformationContact Details
Plant and Stock InformationReturns, Replacements, and RefundsPrice Promise, Discounts, and Offers
GuaranteesGifting and Gift VouchersYour Account and Tech Issues

Delivery

How much does delivery cost? 
Standard delivery is just £6.99 for all orders, regardless of order size. 
Delivery is FREE for orders over £250 
For more information, click here.
How long will delivery take? 
We aim to dispatch all orders within 3-5 working days, but please allow up to 7-10 working days for dispatch at times when there may be reduced capacity for shipping, particularly during peak season/around public holidays. The couriers will generally deliver within 2-3 working days following dispatch.  
 
For items that are showing as ‘Out of Stock’ on our website, these can be added to your wish list so that you can place your order when it is next back in stock and receive your delivery within the usual timeframes so you know when to prepare your garden.  
 
Placing an order constitutes acceptance of these Exclusions and Conditions, in addition to other policies throughout our website. We do use external couriers; Gardening Express cannot be held liable for any issues pertaining to delivery, though if there are any concerns with the plants themselves on arrival, please do reach out to our Customer Support team through the ‘Contact’ page of our website. Please note that this needs to be done within 14 days of receipt of your order. 

For more information, click here.
Do you deliver to my area? 
We deliver to all areas of Mainland UK (excluding Northern Ireland but including the Isle of Wight). 
 
We can deliver to some areas in the Highlands of Scotland, though restrictions can apply. We cannot deliver to the Channel Islands or offshore locations such as the Isle of Man, Shetland, Hebrides, BFPO addresses, or PO Box addresses due to excessive costs of carriage and customs regulations pertaining to the transit of live plants.  
 
If you have already placed your order for one of these locations, we can dispatch this to an alternative address in the UK if you supply this, or we will cancel and refund this for you.  

For more information, click here.
Do you offer next-day or nominated-day delivery? 
At this time, we do not offer these services as we use external courier services and would not be able to guarantee your delivery on these dates due to factors beyond our control – we do not want to make any promises we cannot keep. We do hope to offer this service one day, using our own transport for local orders, so watch this space! 

For more information, click here.
Which courier do you use?
Here at Gardening Express, we use multiple couriers to help us with deliveries, and this is dependent on what is ordered, the size and weight and how many boxes are used to pack your order. Unfortunately, we are unable to cater to individual preferences for couriers due to the volumes we pick, pack and dispatch.

For more information, click here.
How do I know when my order is dispatched?
When your order, or parts of your order, have been dispatched, you will receive a confirmation email of this, which will also include the tracking details that you can use on the courier’s website, to keep track of your parcel(s).
 
Please do check this email to see which items on the order have been dispatched and in how many parcels, as orders can be split depending on how many plants were purchased and in which of our nurseries they are located.

For more information, click here.
Can I track my order?
You can track your order online, via the relevant courier’s website, using the tracking information provided within the dispatch notification email which will come through once your order has been dispatched.
 
Your order history page will show you the status of current and historic orders, so you can see any outstanding orders.
 
If you have any queries, please do not hesitate to reach out to our Customer Support team via the ‘Contact’ page of our website or via email at ineedhelp@gardeningexpress.co.uk

For more information, click here.
I’m not going to be in when you deliver my parcel. What will happen?
Couriers will generally attempt to deliver to neighbouring properties or leave the parcel in a safe location. You can leave this specification on the relevant courier’s website, using the tracking information provided in the dispatch notification email that you will receive from us.

For more information, click here.
My order has been dispatched but has not arrived
In the unlikely event that your order has not arrived, do contact us. Please allow 72 hours after the dispatch confirmation email has been received and no more than 5 days after placing your order. We need to be contacted swiftly so that we can properly investigate this with the courier.
 
Please ensure that you correctly enter your e-mail address on your account so that you are informed of your order’s dispatch as soon as it happens. We do also ask that you enter a valid mobile number so that the couriers are able to provide text updates for your order delivery.


In case you do notice any errors in your personal details, please reach out as quickly as possible so that we can rectify this and avoid any further complications.

For more information, click here.
Help, my delivery has been damaged!
Although our couriers are instructed that they are carrying live plants, there have been occasional deliveries where boxes have become damaged.
 
Before contacting us, please open the boxes and take the plants out to assess them – in most cases, the plants will have arrived intact, simply in need of planting out and watering.
 
There may be ‘superficial’ damage: when shipping live plants, the odd leaf, twig, or bloom may drop off during transit in variable proportions.
 
The vast majority of orders are unaffected, so please do not panic if you have an order en route!
 
Most of the time when this happens, it will be light transit damage and can be remedied by tidying up the plant and allowing it time to settle and grow. For added peace of mind, most of our hardy plants are covered by our 5 Year Guarantee – please see the 5 Year Guarantee page for further information on what is covered.
 
If your plants have sustained heavy damage, however, please do contact us. We do need to be made aware of any issues on arrival within 14 days of delivery – outside of this, we are unable to assist further apart from giving advice.
 
If you do need to reach out, please provide us with the following:
your order number
your email address
photographs showing the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label
 
Ideally, the background should be light and not interfere with the focus and clarity.
 
To contact us, please submit a contact form on the ‘Contact’ page of our website, or email us at ineedhelp@gardeningexpress.co.uk

For more information, click here.
Can I pick up my order from your nursery/warehouse?
As an operational growing nursery, we are unable to accept customers on site.
We are an online only company, so all orders must be placed online for delivery only.

For more information, click here.
Some of my order appears to be missing, when will it be delivered?
Please check all items received against your packing sheet included with your items first.
 
To-Follow and Out of Stock Items: any item marked ‘TF’ or ‘O’ will be temporarily out of stock, shipping from another supplier, or a ‘Pre-Order’ seasonal item. You should have an email regarding these if it was not mentioned in the listing. If not, please reach out to our Customer Support team.
 
Multi-Box Orders: when ordering multiple plants, it can be quite common for items to be dispatched in multiple boxes to ensure safe transit. If this is the case, more than one tracking number will be supplied in your dispatch notification email. Please check this email for any outstanding parcels.
 
If an order consists of different sizes of plants, it may be that a different courier service has been used for different parts of the order, so you may receive a separate dispatch email for these. Please check the items listed in the first dispatch email, if there are any items not mentioned, you should receive another dispatch email shortly.

For more information, click here.
Can I combine shipping on multiple orders to pay less?
If you wish to purchase more than one plant, please do so. Add each of these items to your basket and once you have added everything you’re looking for, proceed through to the checkout. When checking out, you will be charged one flat rate for shipping on all orders under £250, no matter the number of items.
 
Unfortunately, we cannot combine orders once they have been placed due to our automated processing system so we encourage you to check what you are ordering prior to putting the order through to ensure you have included everything you want!
 
Our plants are all competitively priced, so we are unable to offer any further reductions on shipping at this time.
 
Tip – Shipping is free for orders over £250.

For more information, click here.

Order, Invoice and Payment Information

I’m new, how do I order? How can I pay?
A big welcome from everyone here at Gardening Express! We are an online only retailer and on our website you will find great value plants, and gardening accessories. Simply click on the item you wish to purchase and add it to your basket. Go through the website and add more items or adjust the quantities in your basket and ‘proceed to checkout’.
 
You will need your credit or debit card details and billing address (shipping address, too, if this is different from the billing address) to be able to checkout. Unfortunately, we are currently unable to accept PayPal, due to their high transaction fees.
 
Tip – It helps us out a lot if you add your correct mobile number to your order, in case the courier needs to reach out for any reason during the delivery process.

For more information, click here.
When will I be charged?
When you place your order, our system will immediately contact your bank/card issuer for authorisation to take payment.
 
If the payment is authorised, you will receive an email within a few minutes to confirm your order and the payment will be taken shortly afterwards. It is important to use a valid email address when placing your order for this reason.

If an item goes out of stock or out of season after the order is placed, our Customer Support team will reach out to confirm the next steps for this.
 
If the payment is not authorised by your bank or card issuer, the order will not go through and no funds will be taken, though the charge can show as pending for 48 hours – please reach out to your bank to clarify why this has happened.

For more information, click here.
Where’s my order confirmation?
When an order is placed on our website, our system will automatically send out an order confirmation email to the email address on the order.
 
Occasionally these may not be received, usually due to typos on the email address provided, or spam filters in your email inbox. If this is the case, please do reach out to our Customer Support team with your name, email address, address, and your order number if you have it. Our team can then send the order confirmation through to you.

For more information, click here.
Can I place an order in advance for a specific delivery date?
Regrettably, we are unable to take orders in advance as stock and promotions are constantly changing. So, if you see something you like, we recommend purchasing as soon as possible to avoid missing out!
 
Our couriers are unable to guarantee specific delivery dates at this time, though we are looking into the possibility of using our own transport for local orders, so watch this space!

For more information, click here.
I need to amend the delivery or billing address of my order
If your order has not yet been dispatched, then we may be able to amend these details for you.
 
Please reach out to our Customer Support team by submitting a contact form on the ‘Contact’ page of our website or via email at ineedhelp@gardeningexpress.co.uk. Please be sure to include your order number, the original details, and the details you would like this to be changed to.
 
We are unable to make these amendments once the order has already been dispatched, so you would need to reach out to the courier directly who may be able to assist you further.

For more information, click here.
Can I cancel my order?
In line with UK Distance Selling Regulations, if you change your mind and wish to cancel your order, that’s no problem. Our processes are highly automated, so the best way to cancel your order depends on several factors.
 
Cancelling your order before it has processed:
 
You are fully in control of cancelling your order yourself within 24 hours of placing it, as long as it hasn’t already made its way to the picking and packing stage of the process. Simply go to ‘My Account’, click on ‘My Orders’. If your order is within the timeframe for cancellation, you can click on the ‘Cancel’ option – it’s as easy as that.
 
You will then receive a refund within 5-10 working days depending on your bank’s processing times – this is processed automatically, so there is no need to reach out to our Customer Support team.
 
Cancelling an order that has processed, but not dispatched:
 
If your order has been processed (the ‘Cancel’ option is not available within your account) but you have not yet received a dispatch confirmation email containing the tracking information, we may still be able to cancel this for you. Please reach out to our Customer Support team with your order number and a message detailing your request to cancel.
 
If this is possible, our team will cancel and refund this order for you – if not, they will inform you that cancellation is no longer possible, as we can no longer retrieve the order at that stage.
 
Cancelling an order that has been dispatched:
 
If our Customer Support team are unable to cancel your order prior to dispatch, please do not worry. You can still cancel your order by returning the order to us within 14 days of delivery, by following our Returns Policy.
 
For further information on returns, please do refer to our Returns Policy.

For more information, click here.
Where do I find my order number?
Your order number can be found in one of the following places:
 
– Your Gardening Express account
– Your order confirmation email
– The packing slip included in your order
– The label on the front of your parcel

If you would like to reach out to us for assistance, please be sure to include this order number in your support query to enable us to assist as swiftly as possible.

For more information, click here.
Can I have a copy of my invoice?
Your order invoice can be printed from within your account at any time. Simply to go ‘My Account’, then ‘My Orders’ and click on the order you wish to print the invoice for. Click ‘Print Order’ and you’re all set.
 
If you require a VAT Invoice, please reach out to our Customer Support team who will be able to arrange this for you.

For more information, click here.

Contact Details

How do I contact Gardening Express?
There are two main ways to contact us here at Gardening Express: the first is to submit the ‘Contact Us’ form above, and the second is to email us at ineedhelp@gardeningexpress.co.uk  – whichever option you choose, your query will arrive safely with our Customer Support team.
 
Please take note of the following information before making contact, as there are several ways that you can really help us to help you:
 
If you are contacting us about a recently delivered order, please add your order reference number and attach photos of your items. Please ensure that your photos show the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label. Ideally the background should be light and not interfere with the focus and clarity. This will save time and enable us to deal with your query in the most efficient way.
 
Spamplease only submit your query once as submitting multiple times often results in your query being marked as spam and it could easily be missed.
 
Delivery – if you haven’t already, please check the delivery information above before submitting your query.
 
Please note that you need to inform us of any issues with your items within 14 days of receipt of your order.
 
Important – please check our FAQs below as you are more than likely to find the answer to your query there.

Please note that you need to inform us of any issues with your items within 14 days of receipt of your order.
 
During peak season (which can vary depending on weather, etc.) and public holidays, the number of support queries we receive increase, so wait times may also increase. Please bear with us and rest assured that we are keen to help and will do so as swiftly as possible.
Do you have a shop? Do you do wholesale?
Here at Gardening Express, we are an online only retailer, so we do not have a shop and we do not offer a wholesale option.
I would like to speak to someone on the phone, please could I have a phone number?
Here at Gardening Express, we are an online only company, meaning that we do not operate a telephone line for ordering or for customer support.
 
In our surveys, customers have advised us that they value great prices and quality plants above anything else and by not operating a phoneline, we are able to pass these savings directly back to you.
 
This does not mean you cannot get in touch with us, it just means that our Customer Support team can focus on dealing with your queries more effectively by email and we can continue to offer you incredible plants at incredible prices.
 
You may submit the ‘Contact Us’ form above or choose to email us at ineedhelp@gardeningexpress.co.uk  – whichever option you choose, your query will arrive safely with our Customer Support team.
 
When contacting us, please always provide your order reference if you have one, and the nature of your enquiry so that we can help you as efficiently as possible.

For more information, click here.

Plant and Stock Information

How do you ensure the quality and size of the plants shipped to me?
We are continuously checking the quality of our stock and have regular inspections from DEFRA to ensure that your plants will all be pest and disease free when they leave us.

When sizes of plants are specified, these can only ever be approximations as they are live plants that will all grow and develop at their own rates. Measurements are all taken from the base of the pot/tip of the root to the uppermost leaf of the plant, as per the industry standard.
 
As a working nursery, our plants may be pruned in line with good husbandry, and plants may vary depending on the seasons and individual batches of stock, hence we do not guarantee specific heights and sizes of plants – these should only ever be treated as an indication subject to variance. The key measure for size is the approximate pot size as this is a general indication for the size of the root network and can indicate a larger or smaller plant.
 
For items that are bare-rooted, we use cold storage facilities, to keep them dormant, so you should not worry if they arrive without foliage even in warm conditions – once activated in your garden they’ll quickly burst in to life.

For more information, click here.
Help, the plants do not look anything like I expected
This section applies to all plants purchased outside of their main season of interest – such as those that are not in bloom or are dormant on arrival. It is a bit lengthy, but is full of information that you should find useful!

Think your plant looks different to what you expected?

Please note we do need to be made aware of any issues within 14 days of receipt of your order.
If you order outside of a specific plant flowering season or growth period (which depends on variety purchased), then during our cleaning and tidying of plants (prior to packing) we may dead-head them if they have finished flowering. Plants at certain times of the year may also arrive in a dormant state, for example, deciduous varieties could be devoid of foliage, and herbaceous species could have migrated below the soil for the winter period.

Other tidying of plants we will undertake on a plant-by-plant basis could consist of:
– Weeding and cleaning the top of the compost the plant is in (the vast majority of our plants are grown outside and therefore can attract some debris over time).
– Cutting back twigs and / or branches to maximise growth for the following growing season

So depending on what time of year you receive your plants do not be alarmed by their appearance on occasion they will all have been prepared for you so that they are at their strongest for when you unpack, and plant them out.

Regardless of plant purchased we always recommend planting it out as soon as possible and giving it a good watering.

It greatly helps if you can feed your plant (with a good quality feed) fortnightly throughout its growing period.

For more information, click here.
Think your plant looks different than expected?
If there are any concerns with the health or condition of plants on arrival, please contact us within 14 days of receipt and we will be happy to assist with any queries you may have.
 
Depending on what time of year your plants are received, their appearance can vary. Please rest assured that they will have been prepared for you so that they are at their strongest for planting out or repotting at that time.
 
We always recommend planting out or repotting and giving plants a good feed and watering throughout the growing period, regardless of variety.
 
Please note, when ordering outside of a plant’s season of interest or growth period, we may dead-head plants during the cleaning stage of our packing process if they have finished flowering already. Plants can also be dormant and devoid of foliage at certain times of the year if they are deciduous, and can even migrate below the soil for the winter period if they are herbaceous in nature.
 
Other tidying of plants that we may undertake can include:
– Weeding and cleaning the top of the compost the plant is in (most of our plants are grown outdoors and can attract some debris over time)
– Cutting back twigs/branches to maximise growth for the next growing season

For more information, click here,
Think your plant is dead?
Most queries regarding this are early in the year when plants are still dormant, but please do not be alarmed – most deciduous plants will show very little, if any, growth early in the year. They may look completely dead! Often, this is their natural dormant state, and they will start to develop and leaf up when the individual plant is ready.
 
Sometimes plants can take longer to grow their leaves back than others. This can be due to the plant not being fully established, not having had the time to acclimatise in its new environment, or even extreme weather over the winter months. Some plants are not native to the UK, such as Hibiscus, and they will not develop their leaves until at least May, when the sun starts to properly warm the soil up.
 
To avoid disappointment, please research the plants that you are intending to purchase as all plants will develop differently in different locations and have different seasons of interest. Flowering periods can change depending on the weather and temperature, so this is something to bear in mind if purchasing a plant for a specific event or purpose.
 
If your plant fails to thrive, it may be covered by one of our Guarantees, please see our Guarantee pages for further information on what is covered.

For more information, click here.
My plants are larger/smaller than expected
As these are live plants, their size can vary from time to time, so we cannot guarantee specific plant heights or sizes on arrival. Where a size is listed, this will only ever be an approximation. There are many variables that can cause differences in height: seasonal growth, pruning, individual growth rate, etc. We avoid forcing our plants on, which is common elsewhere, to avoid issues that come about when settling in the garden, so all our plants will develop naturally.
 
All plants are subject to a height tolerance policy of +/- 10-20% for general growth and up to 90% in the case of hard pruning at certain times of year, as per good horticultural practices. These plants will be measured from the base of the pot/tip of the root to the uppermost leaf of the plant.
 
If there are any concerns with height or size on arrival that fall outside of this height tolerance, please reach out to our Customer Support team within 14 days of receipt either by submitting a contact form on the ‘Contact’ page of our website or emailing us at ineedhelp@gardeningexpress.co.uk
 
– Please include your order reference number and attach photos of your items. Please ensure that your photos show the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label. Measurements should be taken from the base of the pot/tip of the root to the uppermost leaf of the plant, as per the industry standard. Ideally the background should be light and not interfere with the focus and clarity. This will save time and enable us to deal with your query in the most efficient way.

For more information, click here.
I was expecting more items than I received
A lot of the time, we will bundle plants up to ensure that they are secure in their packaging, to prevent movement and protect them while on their way to you.
 
Orders may also have been sent in multiple parcels, so please check your dispatch notification email for all the tracking.
 
If there are still further concerns after checking all of this, please reach out to our Customer Support team either by submitting a contact form on the ‘Contact’ page of our website or emailing us at ineedhelp@gardeningexpress.co.uk

For more information, click here.
Are all items in stock? If they are not, when will they be?
Any item available to order on our website will be in stock and shipped within our standard delivery timeframe when an order is placed, unless marked as ‘Pre-Order’ in the title.
 
If our website does not allow you to add stock to your basket, this means that we are out of stock and awaiting a new delivery.
 
We have thousands of plants available from different deliveries each week, so please sign up for stock notification under the listing by entering your email address. You will then receive an email notification as soon as this stock is in so that you can place your order.
I missed out on a plant offer! Will you be getting any more stock in?
Unfortunately, some items will be out of stock or removed from the site altogether if discontinued. While our Customer Support team cannot advise when an item is due back in stock, there are other ways to stay in the loop.
 
When an item is out of stock, there is an option on the product listing to add your email address – you will then receive an email notification as soon as this stock is in so that you can place your order.

Alternatively, you can check back on the website to see when the desired item is back in stock.
 
In the case of ‘Pre-Order’ items – marked by ‘PRE-ORDER’ in the item title – you will be able to order in advance of stock arriving so that we can dispatch these as soon as they are available. Pre-Order items will often have a delivery window in the description and are usually for items such as Christmas trees, etc. to ensure that you know these will arrive on time.
Varieties of plants in a collection
Our collections and variety packs can include a mix of varieties which are outlined in the product listings. As these are selected from the stock available at the time, collections can vary and specific varieties or quantities of varieties cannot always be guaranteed.
 
All of the plants selected will be of a superior quality and provide a representative display of the listing, but there can be variation from those listed.
 
We have numerous varieties within our collections and while we always do our best to ensure no two of the same are supplied, it is very difficult to cater to individual preferences or make changes to the collections on offer.
 
Please be aware of this to avoid disappointment if you are expecting specific varieties.
I need more information about a product
We include as much information as possible about a product in the listing itself. Usually, more detailed information such as sizing and materials can be found towards the bottom of the page.
 
If you need more detailed information, please check our Knowledge Hub on the ‘Contact’ page of our website or reach out to our Customer Support team who may be able to advise further.
Why can’t I use the plants as anything more than a display?
All our plants can be used for any purpose you wish, but this would be at your discretion, and we cannot recommend consumption or topical application of any plants that we sell.
 
As a business, we are unable to make any medicinal claims or recommendations when it comes to our plants for insurance purposes. Everyone reacts differently and we cannot control these factors, so cannot accept liability for any detrimental effects should you choose to use plants in any other way than as a display.
Do the plants come with ornamental planters or fancy pots for the patio?
Unless otherwise stated in the description of a plant, all our plants will arrive in temporary nursery containers, ready for planting out or repotting.
 
However, we do have a wide range of decorative pots and planters available to purchase under the ‘Pots & Planters’ section of our website.

For more information, click here.
Can you make some recommendations for my garden and suggest any plants?
It is very difficult to make recommendations to our customers regarding plant choices, selections, or plant development. As this is dependent on a variety of factors. These could be personal preference, soil conditions, weather variation and individual garden aspect.
 
We do, however, have a collection of articles discussing garden style, care guides, tips and tricks, our top 10 plant lists and more, which can be found in our Knowledge Hub. All of these articles have been created to support our customers in their gardening endeavours, pre- and post-purchase, though please bear in mind that all gardens are different, so these cannot be a one-size fits all guide and you will need to consider these conditions prior to purchase and planting.
Are your plants toxic/dangerous to pets/humans?
Some plants may be harmful to humans or animals, so we do recommend that you research the various plants available to ensure that they are suitable for your needs.
When/what size should I repot?
Please check our Knowledge Hub for information on repotting and the plants you have purchased.
 
If you wish to restrict the natural growth and development of your plant, you can use a slightly smaller pot for repotting.
 
If you wish for the plant to grow and develop naturally, we recommend repotting into a size that is at least two thirds larger than the nursery container the plant arrived in.

Returns, Replacements, and Refunds

I need to return an item
In line with UK Distance Selling Regulations, if you are not completely satisfied with your order, simply return the item(s) concerned to us in their original condition, within 14 days of receipt.
 
Depending on your preference, we can offer a refund, replacement, or credit for the returned item(s).
 
Please note: If you would like an alternative (as opposed to a replacement of the same item) then you would need to return for a credit or refund and then place a new order online.
Some items are non-returnable as they have a limited shelf life. These items are clearly marked with a ‘+’ next to the product name on the product listing.
 
For more details, including the returns address, please refer to our Returns Policy.
Do I have to pay for returns postage?
If you are returning an item to us for a refund or replacement, the cost of returning is your responsibility.
 
We offer a 14 day returns window, so please ensure that your items are returned to us within this timeframe.
 
Returns are your responsibility until they reach us, so we recommend sending the parcel using a service that insures you for the value of the contents. We cannot assist further unless it has been delivered back to us.
 
If the item received is faulty or does not match the description, please reach out to our Customer Support team so that we can advise further. You may submit the ‘Contact Us’ form above or choose to email us at ineedhelp@gardeningexpress.co.uk
 
Shipping costs of the original order are non-refundable unless we are refunding the whole order.

For more information, click here.
Non-plant items: faulty or otherwise not as expected
If an item received is faulty*, please contact us, quoting your order number, name, and address as well as the details of the item concerned and photographs demonstrating this. Please retain the product until a resolution is met, as we may need this back to send back to the manufacturer.
 
*As plants are live items, these are excluded from our faulty item policy, please see our other guarantees for assistance with live plants.
Discount codes and vouchers
If a discount was applied to your order, the amount refunded will be adjusted to reflect this at the appropriate discount level.
 
This returns policy does not affect your statutory rights. For further information, please see our full Terms & Conditions.
When will I receive my replacement?
After we have received your return, please allow around 3-5 working days for us to process. Replacements will generally arrive within the usual delivery timeframe. (We aim for 3-5 working days for dispatch, excluding busy periods such as peak season/around public holidays.)
 
Please be aware that these times are an estimate and subject to seasonal stock availability.

For more information, click here.
How long will it take to refund me?
After we have received your return, please allow 3-5 working days for us to process. You will then receive a confirmation email and the funds should show back on the original payment card within 5-10 working days depending on your bank’s processing times. This timeframe is dictated by your bank or card issuer and is outside of our control.
 
Refunds will be credited to the original payment card used to place the order. If this is not possible because you have closed your account or the card has since expired, please let us know in your returns paperwork and we can reach out to confirm the new details.

For more information, click here.
You have refunded me the wrong amount
Mistakes can happen from time to time, so if you think you have been refunded the wrong amount, please contact us by either submitting a contact form on the ‘Contact’ page of our website or emailing us at ineedhelp@gardeningexpress.co.uk
 
Please note: delivery charges are non-refundable unless we are refunding the whole order, so your refund will not include the delivery charge if it is not the whole order being refunded.
 
In the case of discounts, the amount refunded will be adjusted to reflect the revised order value and appropriate discount level. Please do check the order confirmation to see how much was paid for each item, taking the discount into consideration.

For more information, click here.

Price Promise, Discounts, and Offers

Price promise details
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 cheaper plant* that is the same size and quality from Blue Diamond Garden Centres, Dobbies, B&Q, Crocus or Thompson and Morgan within 7 days of purchasing from us, we’ll refund you double the difference.
 
All you need to do is contact us using our email address ineedhelp@gardeningexpress.co.uk or submit a contact form on the ‘Contact’ page of our website, include a photograph of the plant on sale with the price tag on display so that we can check if this is like for like in quality and size and if we’re more expensive, we’ll drop our price immediately and refund you double the difference.
 
*Does not apply to reduced price items or special offers.

For more information, click here.
The product I ordered is now reduced. Can you refund me the difference?
All our products are kept at great value prices all year round, as we are constantly monitoring our competitor’s prices. Around public holidays, we often have further reductions, so be sure to keep an eye on our website!

As with all retailers, prices and promotions are subject to change. Unfortunately, this means that we cannot advise you of an upcoming reduction or reimburse the difference after an order has been placed.
 
If you do find the same product* listed elsewhere for a lower price, please check out our price promise!
 
*Only applies to live plants

For more information, click here.

Guarantees

14 day no quibble money back guarantee
Our Guarantee to you is that you will love your plants – if, for whatever reason, that’s not the case please return these to us within 14 days of receipt for a full refund. It’s really that simple.
 
Please view our returns form here. There is no need to contact us if you’re taking us up on this, simply make your return and our team will process you refund as soon as your order arrives back here with us.
 
Please note: We do not bear the cost of returns, and as we are a working nursery we cannot accept returns in person

For more information, click here.
Bare root guarantee
We continuously check the quality of our plants and they are regularly inspected by DEFRA – this ensures that they are of the best quality when they leave us.
 
For bare rooted plants, we often use cold storage to keep them dormant, so please do not worry if they arrive without foliage, even in warmer conditions – once soaked and planted out, they’ll quickly start to grow.
 
These plants are carefully moisture controlled whilst in storage, so they may appear to be quite dry at first – this is to prevent premature growth prior to delivery and is completely normal.
 
There are two main planting seasons for the bare rooted plants that we supply: September to December and January to June. Due to our strict quality standards, we guarantee our bare rooted plants delivered within these times to grow with you.
 
If you purchase plants during their main planting period and they fail to thrive, please get in touch and we can offer either a replacement or a credit note to the value of the item, depending on stock availability.

For those varieties delivered between September and December, this contact period runs until the end of the first March following receipt. For those varieties delivered between January and June, the contact period runs until the end of the first July following receipt.
 
We do not require bare rooted plants to be returned, but our team will ask for photographs of the plants concerned. For larger items like trees, or bigger shrubs, our team may also request a bark test photograph to establish the health of the plant. This is so that we can liaise with our suppliers in the case of any batch-wide issues.
 
The plants covered by this Bare Root Guarantee will have the product code prefix of BR in the product listing. This includes plants like Magnolias, Hibiscus and more. The only exceptions to the BR code rule are the more frost-sensitive varieties, such as Dahlias and Begonias. We are unable to cover these as they require additional protection during the colder months to enable them to thrive.
 
Some people can find bare rooted plants need a little more work than potted stock, so if you’ve not got much time to spend in the garden, you may wish to choose our potted, ready growing options instead.
 
For lower value packs of bulbs, we will often pack extras. These extra freebies are not covered by the Guarantee, only the number stated in the description. For example, if you receive 6 bulbs instead of 4: only 4 will be covered. The reason for the extras, is to ensure your ultimate success.

For more information, click here.
5 year guarantee
We value customer satisfaction above all, here at Gardening Express. All our staff are trained to select the very best plants for your order. This is why we guarantee most of our hardy nursery stock for 5 YEARS, though we are confident you’ll have little need to invoke this Guarantee.
The plants covered include hardy Trees, Perennials, Bamboos, Shrubs and Fruit Trees, identified by the product code prefixes of T, P, B, S and FT.
If these plants were to fail within a period of 5 years from receipt, we will replace them free of charge, provided that the care instructions found on our website have been followed. If the plant is no longer available, we will issue a credit note to the value of the plant.
All you need to do is return the plant to us within 5 years, along with the returns form and order invoice (which can be printed out from your account.)
Please view our returns form here. There is no need to contact us if you’re taking us up on this, simply make your return and our team will process you refund as soon as your order arrives back here with us.

What’s not covered by our 5 year guarantee?
As we ship all over the UK, we are unable to cover plants that may be hardy in one region but not in another. Conditions, temperature, and weather can vary greatly even from one end of a road to the other.
We are, for this reason, unable to cover tropical plants, Mediterranean plants, house plants, annual (single season) plants or patio plants – essentially, any plant that will require additional care or has a limited lifespan. Unless a plant has one of the product code prefixes previously mentioned, they are not covered. If you are looking only for plants that are hardy throughout the UK, steer clear of those with the prefixes of PP, H and X.
It is worth noting that many of these plants will be hardy, but they will need additional care in a lot of places due to localised conditions. We just can’t guarantee these plants as conditions can vary so vastly.

Conditions of the 5 year guarantee:
No replacement can be given unless you return the original plant – we understand that this may not be convenient, but there are some important reasons as to why this is required:
• We need to ensure your replacement has its best start – we can provide additional instructions if our horticultural team can identify what may have caused the plant to fail, care-wise.
• We need this evidence to go back to our suppliers, so that they can investigate and ensure no repeat occurrences.
• We are regularly inspected by the Animal and Plant Health Agency (DEFRA) and are legally obligated to show them any stock that has issues, so they can be sure there is no need for quarantining the plants to prevent pests/diseases disrupting the UK plant supply chain. We can’t fulfil these obligations without the plants being returned.
We need your proof of purchase so we can trace these back to the original batch number and nursery that originally propagated the plant as this is also a legal requirement.
The Guarantee is subject to the customer following the planting and care instructions available on our website.
We will replace the plant free of charge but reserve the right to charge shipping at our standard rate if needed – usually where multiple replacements are required.
Delivery costs for large/oversized palletised shipments will be charged at cost.
Gardening Express do not cover the cost of returns, just the plant itself, as part of our shared responsibility ethos. We do not offer a collection service, either.
Extreme climatic conditions may invalidate this Guarantee. (i.e., drought, extreme temperatures, abnormal weather conditions, etc.)
THE STATUTORY RIGHTS OF THE CUSTOMER ARE NOT AFFECTED OR ALTERED BY THIS GUARANTEE.

For more information, click here.

Gifting and Gift Vouchers

Can I add a gift message to my order?
Gift messages can be added in the ‘Gift Message’ section of our checkout.
 
If you are ordering for a delivery address other than the billing address – as is common with gifts – please make sure that the correct shipping address is entered during checkout.
 
And please rest assured that with gift orders, we do not include prices on the invoice.
 
Happy gifting!

For more information, click here.
National Garden gift vouchers
Unfortunately, we are unable to accept National Garden Gift Vouchers currently. This is something that we are looking into and would recommend keeping an eye on our website for any future updates.
 
For now, we do recommend looking at all our Special Deals as stock moves quickly and we would hate for you to miss out!

Your Account and Tech Issues

Changing account details
If you would like to update your account details, this can be done at any time by following these steps:
 
Select ‘Your Account’
Go to ‘Account Information’ to change name, email address or password
Go to ‘Address Book’ to amend address details and phone number
Go to ‘Saved Cards’ to add, remove or change which cards you would like to be saved
 
Once you have saved your changes, you can continue with ordering or browsing as normal.

For more information, click here.
Subscription to our newsletters
Subscribing to our newsletter is FREE. Simply sign up with your email address and you will receive regular updates on special offers, promotions and more

For more information, click here.
How to select an alternative shipping address
When progressing through the checkout process, you can select ‘Ship to different address’ and enter the new address on the next stage.
 
You can either save this address or continue without saving the address, just click continue and proceed to entering your payment details.
 
If you are likely to order to that address quite frequently, you can amend the delivery addresses contained within your account in the ‘Address Book’ section in your account.

For more information, click here.
What does ‘default billing address’ mean?
This is the address that the payment card you use is registered to.
 
If you wish to use a different card during the checkout process for whatever reason, you may need to add a new billing address depending on where this is registered, so that this matches up correctly with your bank/card issuer’s details.

For more information, click here.
Cannot clear contents of the basket
If you need to clear the contents from your basket, you should be able to do this by going into your account, viewing the basket, and removing each of the items from your basket. We cannot do this for you as this is within your password protected account.
 
If you are still experiencing issues with this, please reach out to our IT Department directly using the email address itservices@gardeningexpress.co.uk
 
(This email address is for IT Issues only and any order queries will not be answered.)

For more information, click here.
Website Technical Problems/Issues
If you are experiencing any technical issues with our website, please reach out to our IT Department by emailing itservices@gardeningexpress.co.uk with as much information as possible. See below for examples:
 
Name
Email address
Device (i.e., laptop, tablet, mobile) and what brand/model
Browser (i.e., Chrome, Firefox, Safari, etc.) and version number if possible
What the issue is and any screenshots of the issue or error message, etc.
 
(This email address is for IT issues only and any order queries will not be answered.)

For more information, click here.
My email address/password is not recognised.
Please ensure that all details are correct when logging in to your account. Check whether you may have used a different email address to create your account, etc.
 
To reset your password, if this is still not working, please follow the instructions below:
 
Please click on the password reset link below to receive an email with instructions on how to do this as we are unable to do this for you. https://www.gardeningexpress.co.uk/customer/account/forgotpassword/
 
Please check your junk/spam folder for this link as we have noticed that these links are often delivered there rather than your main email inbox.
 
If the issue persists, please reach out to our IT Department by emailing itservices@gardeningexpress.co.uk
 
(This email address is for IT issues only and any order queries will not be answered.)

For more information, click here.