Frequently Asked Questions
How quickly can I expect to receive my order?
We aim to delivery within 3 working days for standard delivery from date of order, but during especially busy periods this may take slightly longer. If you require Next Day all orders must be placed before 12.00 midday and an extra charge will be applied of £9.95 (Please note that we can not accept liability for courier delays)
Due to our busy period regrettably we have had to take off next day delivery until further notice.
When will I be charged for my order?
We have 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 retrospective 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, DPD or Palletline. Reference numbers for tracking purposes are available on request.
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.
Please ensure you specify any delivery instructions in the box in the checkout. 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.
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 after being left in the place you have specified, and we will not be able compensate you for this. If you are concerned that there is not a safe place then please give a 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.
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.
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 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.
Courier Collections-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 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 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, 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. However please call us and we maybe able to help alternatively 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.
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 note that if the item is unsuitable then the customer will incur the cost of returning the item back to us. We can arrange a collection at a charge of £12.00.
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.
Courier Collections-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.
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, 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 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 select 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.
What is your postage and packing charge?
Our postage and packing charge for standard items for deliveries within UK mainland is £6.95 per order. Postage and packing of standard items to all non-mainland addresses including Ireland, Channel Islands, Scottish Isles and other surrounding islands is £16.95. We offer a next day service however this is only available to mainland UK and cost £9.95.
A small amount of items which do not need to be delivered on a pallet, but which are bulky or fragile have a postage surcharge and cost £12.95 for standard delivery within UK mainland, and £16.95 for next day delivery and £24.95 for standard off-mainland & Ireland delivery. This will be stated in the item description.
For very large furniture items, the standard delivery charge to UK mainland is £24.95. We do not offer a next day service on very large items. 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.
