Deliveries are taking longer than usual and some orders are experiencing delays of at least 2 to 4 weeks, please bear with us at this time.

Thank you for your support. Recent updates can be found [by clicking here].

Deliveries are taking longer than usual and some orders are experiencing delays of at least 2 to 4 weeks, please bear with us at this time.

Thank you for your support. Recent updates can be found [by clicking here].

Gardening Express – Customer FAQs during Covid-19 Crisis #MUSTREAD

Like all companies in the UK, we have had to adapt and adopt different working arrangements during the current crisis. The following is aimed at helping you understand how we are operating and what it means to your order. Our intention is always to support you, our valued customer, whilst protecting our staff and suppliers in these challenging times. As a result of the current situation, we have experienced a surge in orders, which has slowed down our replies to queries and dispatch of shipments, to speed things up, we have put together this useful information to assist you in case you have a query.

We would really appreciate it if you could check this information prior to contacting us if at all possible, so we can all concentrate on getting orders shipped, rather than answering questions where the answer is already available.

Please note we can only communicate with you via a support ticket raised either by clicking '[CLICKING HERE]' or by emailing us at ineedhelp@gardeningexpress.co.uk. Unfortunately at this time we are unable to communicate via Twitter or Facebook messaging systems.

Will you answer my support ticket enquiry?

We are operating with reduced staff numbers, so do ask that you please bear with us whilst we reply to your query.


Are you still operating?

We are operating as normally as possible, but we have experienced a huge rise in demand for our plants as people are staying at home, and are now looking to their gardens for respite.

All of our nursery functions are intact, but our support and technical staff are working remotely as per Government recommendations.

To deal with this additional volume of orders we have set up additional packing and shipping for our orders at another location at a partner nursery close to our existing premises.

This is at present coming up to speed, but will greatly improve delivery time scales going forward.

How long will it take for my order to arrive?

We are currently advising delays of around 2-4 weeks in delivery rather than our usual times. This is due to the impacts of COVID 19 whilst we ensure we adhere to stringent government regulations for the safety of our staff, customers and suppliers.

The couriers are also really busy, but the situation is changing all the time, and we do hope to improve upon this. We therefore thank you for your patience at this time, if we are unable to improve upon this we will keep you updated with the latest developments.

Regrettably we are unable to specify exact delivery times for all orders at the moment, but we do aim to be as fast as possible. Keep in mind some plants are seasonal and will always ship when it’s the right time for them to be planted regardless.

Some orders may be split and arrive in multiple packages over several days.

We thank you for your patience at this time, and would ask you not to panic if you are awaiting a delivery and think it has been a long time. We have plenty of lovely plants, so please do not worry, there is plenty of time for them to arrive and thrive this summer.

In a normal year, our usual dispatch time is 3-5 working days for all items in stock/season, extending up to around 15 working days as a worst case scenario.

There is no need to contact us whilst waiting for your shipment to occur.

I’ve only received part of my order?

To streamline and make our shipping operations as fast as possible we are shipping some items separately from others at this time. This means you may receive multiple parcels at multiple times from multiple different couriers. We will keep you posted of tracking information within your account.

There is no need to contact us if you've only received part of an order – please be patient whilst you wait for the remainder to arrive, the whole order will be fulfilled.

My Support Ticket question has not been answered?

We are operating remotely with reduced staff, so do ask that you please bear with us whilst we reply to your query. We are experiencing high volumes of orders and therefore queries.

It is important not to raise additional queries if you have already contacted us and are awaiting a reply, as this prevents us answering more queries.

Are you getting new stock in when items are sold out?

We are still getting deliveries every day, but some are delayed due to our suppliers having reduced staff and increased transit times.

Seasonal items of course may run out and will not be available again until next year, but it is possible that we may always get some more. Regrettably we can not advise if this will be the case, so your best bet is to sign up on the product pages itself to be alerted to when it is back in stock.

If you have ordered an item and then find it is sold out on the site, please do not panic, your stock will have been reserved for you and will ship out in due course.

Can I makes changes to my order?

Yes – you are able to make changes yourself for up to 24hrs after order placement.

To do this you will need to create a new order for the products you require, checkout and pay in the normal way. Then locate the order that you are not happy with in your account area and click the cancel button, this will cancel and automatically refund the original order, but this must be completed within 24hrs after order placement.

Please note, after this time it will not be possible for you, or us, to make any changes to your order, and any items not required will have to be returned to us in the normal way once received.

Please do not message if you wish to amend an order outside this timeframe, as we will not be able to assist with this.

I need more information on a specific plant / planting instructions

We love to help with these queries under normal circumstance, but with regret we are unable to assist at this time. It is important for our customer care team to be working remotely away from the nursery and the specific plants you may be asking about.

Similarly, where you may require additional plant information, Google is a great friend for tips, tricks and extra planting advice.

We would therefore be grateful if you could help us over this busy period by avoiding sending in this type of question.

I have received the wrong item/the plants do not look like I expect them too.

If you are unsure you have received the correct item, please double check the label on the pot of the specific plant in question for further information.

Please keep in mind that plants have a variety of differences in appearance throughout the seasons and different times of the year. Deciduous species will have no foliage at certain times for example and may look dead and woody, only to grow out and flourish once the last frost date has passed (usually at some point in May for most places in the UK).

Remember all of our hardy stock is covered by our 5yr Growth Guarantee, and we will replace under this should it fail to thrive. Please keep faith with plants that may not look as you initially expected them too, they can often be a wolf in sheep’s clothing!

Can I cancel my order?

Yes – you are able to cancel the order yourself for up to 24hrs after order placement. To do this you will need to locate the order that you are not happy with in your account area and click the cancel button, this will cancel and automatically refund the order.

Please note, due to our automated processes and order volumes, after this time it will not be possible for you, or us, to cancel any order prior to shipment.

Any items not required will have to be returned to us in the normal way once received. Please do not message if you wish to cancel an order outside this timeframe, as we will not be able to assist with this.

What procedures are you following to ensure a safe environment for staff and customers?

Both Gardening Express and our UK operating partners are following Government guidelines on working practices during this pandemic. Firstly, as has always been the case, our staff always wear gloves when picking, packing and shipping your orders. They always practice strict washing of hands, and hygiene measures. All meetings with third parties have been suspended until further notice. 

Obviously, our nursery staff and packing team have to be on the nursery, so we instigated a ‘closed community’ strategy in early March in anticipation of the escalating situation. To protect our staff and customers further, all deliveries to our site and collections of goods are now subject to a series of strict protocols that include all drivers remaining in their vehicles, and full disinfection with industrial virucide spray of the trucks before our staff even touch and open them. All of this is in addition to a variety of other measures.

My question is not answered here, what can I do?

Please take a look at our regular FAQs, although some answer your find in them may be superseded by the current Covid-19 situation and today’s operating practices. We thank you for your patience and understanding with receipt of your delivery at this time.