How can we help you with your enquiry?

Gardening Express deal with very high sales volumes and are passionate about providing you our loyal customers with excellent customer support in the unlikely event of issues occurring with the plants that you order. Due to such high volumes it is very important that you adhere to our basic guidelines before raising a query. If these guidelines are not adhered to then our dedicated support staff will refer you back to this page. It is highly likely that if you need to contact us after purchasing from us then your enquiry is going to be regarding delivery or receipt.

Please use the simple table below to guide you as to whether it is the right time to raise your enquiry, along with the basic information and actions that you need to take to ensure that we can manage your enquiry in a timely manner. If you phone in with a support enquiry which is covered by the information below, then you will be referred back to this web page.
If your query does not relate to delivery or receipt then please refer to our knowledge base in the first instance by [clicking here].

What is the nature of your enquiry?

How long have you been waiting for your plant(s) to arrive?

Is it less than 5 working days that you have been waiting?

  • We aim to dispatch all orders in 3-5 working days for UK mainland for all items in stock / season, you should however allow 10-15 working days in peak periods.
  • If you raise a support ticket and you have been waiting less than 10 working days for in stock/ season items then you will be referred back to this page.
  • I am UK based and have been waiting over 10 working days for delivery of in stock / season item(s)
  • Please raise a query by [clicking here].

    We will need your Name, Address, Order No, or voucher code.

    (Failure to supply this information will result in your enquiry being delayed.)

Are you based in Northern Ireland or The Republic of Ireland?

  • Please allow between 10 - 15 working days for delivery to Northern Ireland or The Republic of Ireland
  • If you raise a support ticket and you have been waiting less than 10 working days for in stock/ season items then you will be referred back to this page.
  • I am Northern Ireland or Republic of Ireland based and have been waiting over 10 working days for delivery of in stock / season item(s)
  • Please raise a query by [clicking here].

    We will need your Name, Address, Order No, or voucher code.

    (Failure to supply this information will result in your enquiry being delayed.)

 

The plant(s) that I have received are not as I expected?

  • Have you read the full description of the item that you purchased? This will specify the format and approximately the maximum size of the plant on delivery.

    (Remember however, plants are living things and pot sizes and dimensions can vary due to seasonal availability of the plants concerned.)

    If you are not completely satisfied with your plant(s), for whatever reason, then you can return them in their original condition within 14 days of receipt for an exchange or refund. Please download our returns form by [clicking here] if you would like to do this.
  • If you raise a support ticket and the plant(s) that you have received do meet the criteria described in the advert then you will be referred back to this page.

    If you have had the plants for over 14 days, then we will also automatically refer you back to this page to check if you can take advantage of our 5 year plant guarantee.


    (Please also bear in mind that because plants are natural products each one will be different in size and shape so therefore the photo on the advert is representative or what the plant should look like on maturity, correctly planted and fed, watered, and correctly positioned.)
  • Please raise a query by [clicking here]. We will need your Name, Address, Order No, or voucher code, along with one or more images for us to see the issue and a brief description.

    (Failure to supply this information will result in your enquiry being delayed.)

How does your 5 Year Guarantee work?

  • Here at Gardening Express your satisfaction with the plants you have purchased is very important to us - our staff are specifically trained to select the very best for your order.

    We therefore guarantee all hardy nursery stock (Product codes prefixed with the single letters T, P, B or S) for FIVE YEARS.

    If any of these plants should fail to establish within this period we will replace them free of charge, provided they have been looked after correctly.
  • If the plant is no longer available we will issue a credit note to the value or an alternative variety. Simply return the plant within 5 years, along with the original proof of purchase and plant label.

    THE PLANT(S) ARE YOUR RESPONSIBILITY TO RETURN TO US AND AS SUCH ALL RETURN COSTS YOU WILL NEED TO PAY FOR YOURSELF.

    THE STATUTORY RIGHTS OF THE CUSTOMER ARE NOT AFFECTED OR ALTERED BY THIS GUARANTEE.
  • Please raise a query to return your items using our 'Returns Form' by [clicking here]. You will need to print out the form, complete it, and return it along with your plant(s).

    (FAILURE TO INCLUDE YOUR COMPLETED RETURNS FORM WILL RESULT IN YOUR QUERY, AND REFUND BEING DELAYED.)