Frequently Asked Questions
Why do I need to register to shop?Registering with us will make your shopping experience more effortless and it will also give you access to special features on the website such as tracking the status of your order, email alerts, creating a wish list and recommending friends. As well as this, if you register it will enable us to save your details for the next time you shop. This will make it easier and faster for you to shop with us in the future.
Is it possible to change my personal account details?
Yes, you must have an account to change your personal account details. To change your account details log into your account and click on billing address or delivery address and edit.
Is it possible to amend my order once I have placed it?
Once an order has been placed unfortunately we are unable to add or amend to an existing order. Please contact our customer services if you require any further help on email@example.com or call 0845 6084448
Can I place an order over the telephone?
Yes, please call customer services on 0845 6084448 to place a telephone order. Please have the product codes ready to give to our customer services advisors.
When will I be charged for my order?
You will be charged for the order in full at the time the order is placed.
Please note that if you would like to place a back order we do take the full amount at the time of ordering and will despatch once it has become available.
Can I get my order delivered to a different address from my billing address?
Yes – you can, once you proceed to the checkout page there is an option to chose an alternative delivery address to your billing address. If you register an account with us you can change the billing address and delivery address by clicking on ‘My Account’ in the top right hand corner and choose ‘Delivery Addresses’, You can then view and alter your delivery address to as many as you would like.
How will my order be delivered?
Depending on the size and weight of your order, it will either be sent by Royal Mail, DPD or Palletline.
Will someone need to sign for the delivery?
All our parcels require a signature however if you are happy for your parcel to be left in a safe place then please ensure you state this in the relevant box during the checkout process. By specifying a place that you would like the courier to leave the parcel without a signature - you are accepting liability if the parcel goes missing. Alternatively you can change the delivery address where someone will be in to accept the delivery.
Please note if an order is high value then we may send on a service which does require a signature regardless of whether you give instructions.
If a due date is shown on a product, is it a certainty?
As we ship our products directly from the manufacturers, all of our due dates are approximates and subject to a number of possible shipping/customs delays. We endeavour to fulfil orders as soon as possible, but regrettably may not always be able to keep you updated with changes to due dates due to volume of orders.
Please make sure that if you choose to pre-order an item that you do so on the understanding that you will be charged when you place the order - and the due date is approximate.
I have received a damaged product, what should I do?
Please email us at firstname.lastname@example.org stating your order number, the problem with the product, and whether you would like a refund or a replacement, and we will advise you of further action. It is helpful in the case of damaged products if the customer is able to send a picture showing the fault.
Please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.
Do you ship abroad?
We do have the facility to ship items to Europe. Please click the Euro symbol at the top of the page for all Euro pricing. If you would like to place an order for delivery overseas please contact our customer services on email@example.com with the items you would like to order and your delivery address, and we will obtain a shipping quote.
I have returned an item, how long will a replacement take to arrive?
If you have returned an item for a replacement then we ask that you allow 14 working days for the item to be received back with us and a replacement order processed by our returns department.
I have seen an item in a magazine, but I can’t find it on your site?
Our products are often featured in magazine or newspaper articles, and it may be that on this occasion, the editors have chosen to feature a product that we no longer have available or with the incorrect price. However please call our customer services on 0845 6084448 and we may be able to help.
Why won't my payment go through?
If you are having problems putting your order through please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, and telephone number - as these fields are involved in verifying your payment.
Please also make sure that your billing address corresponds with the registered address of the card that you are paying with.
If you have any further problems then please contact our customer services on 0845 608 4448 and we will be happy to help complete your order.
Will my details be passed onto third parties?
We do not sell our customer's details; however we are a member of Abacus Alliance, which is a data co-operative where companies share transactional and postal address details in order to refine the preferences of people already on the Abacus database.
If your details are not already on the Abacus database then they will not be added as a result of ordering from Garden Trading.
If you do not wish us to do this please do not tick the box on the address page of the checkout and we will make sure your details are not made available in this way. We will not share your email address or telephone number with any third party.
Is your site secure?
All Credit Card data transmitted between you and our site is protected using strong SSL encryption technology, and we do not store or retain your payment details.
Your payment is processed using Sage Pay and we do not have access to your credit or debit card details.
If you require any further information or have a question you would like ask, please contact our customer service team on 0845 6084448 or email firstname.lastname@example.org