Frequently Asked Questions
What is your postage and packing charge?
Our postage and packing charge for standard items for deliveries within UK mainland is £5.95 per order. Postage and packing of standard items to all non-mainland addresses including Ireland, Channel Islands, Scottish Isles and other surrounding islands is £14.95.
A small amount of items which are do not need to be delivered on a pallet, but which are bulky or fragile have a postage surcharge and cost £9.95 for delivery within UK mainland, and £19.95 for off-mainland & Ireland. This will be stated in the item description.
For very large furniture items, the delivery charge to UK mainland is £19.95, and this will be stated in the item description. Quotations for postage of these larger items to addresses outside of UK mainland are available upon request.
What is your returns policy?
If you decide that you would like to return an item then please email us at enquiries@gardentrading.co.uk and we will advise you on further action. We are happy to accept products back for a refund or replacement if notified within 7 working days of receipt, and goods are returned in original packaging.
Please ensure that your returns form, or a note of your order details is included within the parcel so that our returns team can process your return quickly.
How quickly can I expect to receive my order?
Our standard service is delivery within 5-7 working days from date of order, but during especially busy periods this may take slightly longer. If you require Next Day or Saturday delivery please call us for details on 0845 6084448. (Please note that we can not accept liability for courier delays)
When will I be charged for my order?
We have recently changed the program that we use to process payments through our website, and you will now be charged for the order in full at the time the order is placed.
Therefore, please ensure any voucher codes or gift vouchers are entered at time of ordering as we will be unable to process respective discounts. Also please ensure that if an item is unavailable you are happy to pay for it straight away and receive it once it becomes available. Approximate due dates are shown on product pages and in the cart.
How will my order be delivered?
Depending on the size and weight of your order, it will either be sent by Royal Mail, Parcelforce or Palletline. Reference numbers for tracking purposes are available on request.
Will someone need to sign for the delivery?
If your parcel is sent with Parcelforce then a signature is required. We can put a note on your order for it to be left in a secure place, but it is at the discretion of the driver if he/she will do so. If you are worried that you will not be in to receive your parcel then please choose a different delivery address, or a card will be left for you to arrange re-delivery with the courier. If your order weighs under 2kgs when packed then it will be sent with Royal Mail.
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.
Do you hold back orders?
We are very happy to take pre-orders for items that are awaiting more stock, but if the due date is quite close to the date of order, we will hold all of the order so that we can send everything together. If an item has been on order for a while, we will contact you once the item comes in to confirm you would still like the item.
We reserve the right to make the decision on whether to split the order or not, but you do have the option of paying two lots of carriage so that available items may be shipped straight away.
Do you ship abroad?
We do have the facility to ship items overseas, please contact us at enquiries@gardentrading.co.uk with the items you would like to order and your delivery address, and we will give you a shipping quote.
I have returned at 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, before you query the return.
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. Please accept our apologies for any disappointment this may cause. You could have a look on our Stockist List to see if any shops that we supply in your area have any stock left of the product you are looking for.
I have received a damaged product, what should I do?
Please email us at enquiries@gardentrading.co.uk 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.
Why won't my payment go through?
If you are having problems putting your order through, then the most likely reason is that there is a problem with the billing details that you have entered on your account.
Please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, 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 do give us a call on 0845 608 4448 and we will be happy to process your order for you.
Will my details be passed onto third parties?
We may make details of your postal address available to other carefully selected companies whose products we think will be of interest to you.
If you do not wish us to do this please email us at enquiries@gardentrading.co.uk 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.
