Useful Information



Welcome to our customer support centre. We hope that you find the answers to your questions here. If you cannot find what you are looking for then please raise a support ticket. Please note we can only communicate with you via a support ticket raised either by clicking the 'New Support Ticket link above or by emailing us at ineedhelp@gardeningexpress.co.uk. Unfortunately at this time we are unable to communicate via Twitter or Facebook messaging systems. So please use one of the two methods mentioned above.

You can also reach out to us via our live chat service located within your account here simply click on the purple bubble between 10-4pm Monday to Friday.

Will you answer my support ticket enquiry?

 

We are working systematically through all support tickets received but are receiving an unusually high number of enquiries right now, so it is taking us much longer to respond than we would like.

We are however working very hard to reduce delays and respond to your questions.

Many answers to the majority of queries received can however be found within our FAQs.

We would ask that you please refrain from sending in more than one enquiry at this time, as it won’t get you a faster response and indeed, just slows things down for everybody. We will get to yours as quickly as we can and thank you for your patience.


Customer Support - Chat - UPDATE 30.3.20

Please note as from today 30.3.20 we are switching off our chat facility. This is due to unprecedented numbers of customer queries and our own staff resources being able to offer you an acceptable service. We are therefore operating a support ticket service only.

Before raising a support ticket please do look at our FAQ's (located in the green speech bubble bottom right of this page or via our 'Contact Us' page).

Please be aware that during these challenging times responses to your support ticket queries will be severely delayed but always on a best effort basis. Your patience is greatly appreciated regarding this.


Below is a very brief summary of our commonest types of question along with helpful hints so that you can help us to help you by supplying all that we need in your first messsage to us.

  • If your question relates to an order or orders then the main element we need is your order reference number(s). We also need to see photos of what the problem is (as we cannot see what you can see). Photos help us make an informed and reasoned decision regarding how to proceed.
  • The order ref we need should begin with '600'.
  • If you do not reply to a message that we send you within 3 days then your support ticket will automatically close. (However you can re-open it at anytime after that. These tickets are set to auto close to help keep our customer support system and team efficiency.)

If your query relates to delivery

We normally specify that you should allow 15 working days after ordering for shipping. Please keep these timeframes in mind before you raise this type of query. We pick, pack and dispatch in excess of 10,000 orders every week during peak times. The nature of the product (i.e. live plants) is not the same as for dry goods (i.e. a product pre-boxed which just needs to be picked from a shelf).

Every order we receive is different, and can consist of many plants. Each plant is hand-selected, has to be hand-cleaned and prepared for dispatch, is hand wrapped/packed, before dispatch. As this is such a manual process unfortunately it does all take time so we do appreciate your patience when it comes to receiving your order.

When we pack your plants some plants will often be packed together in the same box and be hidden by the foliage of others. Please make sue that you fully unpack your box(es) prior to raising a query. (This may sound obvious but from experience we do have customers who open a box and do not unpack prior to raising a query.)


If you are missing plants - things to be aware of

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 (i.e. box shape, and weight dictate which courier service is used). 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. Please make sue that you fully unpack your box(es) prior to raising a query. (This may sound obvious but from experience we do have customers who open a box and do not unpack prior to raising a query.)


If your received box is damaged

We are sorry if this is the case and will raise any cases of this nature with the courier used. However please unpack your damaged box first before raising a query because it may be that the box has been damaged but the plant(s) contained within will be intact.


If your received plants are damaged or not as expected

We cannot see what you can see so we always ask you to supply photos so that we can make an informed and reasoned decision as to how to proceed with your query.


Knowledge base


Still have questions?

if you cannot find the answer to your question above, then create a New Ticket by clicking the + button at the top of the page. (The other button allows you to check on the status of an existing ticket).