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Orders & support

We've included some of the most commonly answered questions here.

Check out the bottom of this page for all the questions we've answered, or search for your question above.

Still need help?

Where can I track my order?

📧 Stay in the Loop with Email Updates!

Here's what to expect while we handle your order:

  1. Order Processing Updates: We'll keep you in the loop via email as we process your order, so you're always in the know.

  2. Dispatch Notification: Once your order hits the road, we'll shoot you another email with tracking information, so you can keep tabs on its journey to you.

  3. Tracking Your Package: If your order is sent with a tracked service, you can easily track its progress using the selected carrier's external site.

  4. For Standard Services: Some items might use standard services, meaning you'll receive updates only after the first delivery attempt.

  5. Check Order Status: Keep a close eye on your orders by logging into your customer account.

With these updates and tools at your fingertips, you'll always be informed about the status of your order. If you have any questions or need further assistance, feel free to reach out. We're here to help make your shopping experience as smooth as possible! 🚚📦

How do I cancel my order?

🛑 Cancel Order Instructions

Here's what to do based on the status of your order:

  1. Order Not Dispatched Yet:

    • If your order hasn't been dispatched, simply reply to your order confirmation email, and we'll cancel your order and process a full refund for you.
  2. Order Recently Dispatched:

    • If your order has just been marked as dispatched, please give us a call at +44 7547 559034. While we'll do our best to locate your order, please note that we can't guarantee it hasn't already left our warehouse.
  3. Order Passed to Courier:

    • If your order has already been passed to our courier, you'll need to return the item to us. You can either refuse the delivery or request a prepaid return label. Refer to the returns section on our website for more details.

We're here to assist you every step of the way. If you have any questions or need further assistance, feel free to reach out. Your satisfaction is our priority! 📦🔍

What payment methods do you accept?

We currently accept a variety of payment methods to make your shopping experience smooth sailing. These include PayPal, Visa, Mastercard, Shop Pay, Discover, American Express, Google Pay, Apple Pay, and Bank Deposit. Please note that the availability of payment methods may vary depending on the device you are using. We're here to accommodate your preferred payment method wherever possible! 🛍️💳

Do you offer international delivery?

At the moment, we're focusing on delivering joy to our domestic customers. Unfortunately, we do not currently offer international delivery. We appreciate your understanding and hope to expand our shipping reach in the future! 🌍🚫

What if my item arrives damaged?

🌼 Damaged or Defective Items? Remember to give your order a once-over as soon as it arrives! If you spot any issues like damage or defects, don't fret! Just reach out to us right away, and we'll be here to lend a helping hand. Your satisfaction is our priority, and we're committed to making things right! 🛠️🔍

Shipping & returns

What are your delivery fees?

Dispatch Schedule:

  • Same-day Dispatch: Monday to Friday, between 8 am and 3 pm (excluding bank holidays).
  • Next Business Day Dispatch: Orders placed outside these hours hit the road on the next business day.
  • Standard Dispatch: Some products have 48 hour or longer dispatch times, we'll always let you know this on the product page and cart.

Our delivery fees are determined by how much you spend:

🚚 Express Shipping (2 to 3 business days*) - Royal Mail Tracked 48, EvRi Standard

  • £30 and up - Free Shipping
  • £20 and up - £1.99
  • £0 and up - £2.99

🚀 Premium One-Day (1 business day*) - Royal Mail Tracked 24, EvRi Next Day, DPD Next Day

  • £30 and up - £1.99
  • £20 and up - £2.99
  • £0 and up - £3.99

*All delivery speeds shown are after dispatch, and are not guaranteed. If you select premium shipping and your item arrives late, we'll refund the difference.

Additional Info:

  • Bulky Item Fees: Some postcodes might have extra fees for bulky items.
  • Handling Times: Certain items may need extra time before they're dispatched, and we'll let you know on the product page.
  • Delivery Times Disclaimer: While we strive to meet delivery estimates, please note that delivery times are not guaranteed. However, if you opt for a faster shipping option and your package doesn't arrive within the specified timeframe, we've got your back! We'll refund the price difference between the shipping options. Your satisfaction is our priority!

Got it? We're all about keeping it simple and transparent! 🚚💨

What delivery service do you use?

Delivery Options: When you shop with us, you pick the delivery speed that suits you best.

Couriers We Use:

  • Royal Mail: Most of our items hop on board with Royal Mail for a speedy journey to your doorstep.
  • EvRi: If your item is taller than 60 cm, we might choose EvRi to handle the job.
  • Verified Suppliers: Some bulky items or those straight from our Verified Suppliers may use different couriers.

Adapting to Postal Strikes: If there's a postal strike causing delays, we'll switch to alternative couriers to make sure your package still reaches you on time.

Easy peasy! Your goodies are in good hands. 📦✨

What is your delivery coverage area?

We currently deliver to all UK postcodes; including;

  • England
  • Scotland
  • Scottish Highlands and Islands
  • Wales
  • Northern Ireland
  • Isle of Man
  • Isles of Scilly
  • Channel Islands
  • BFPO

Some postcodes will incur an additional fee. Some bulky items can only be delivered to the UK mainland.

If you have any questions about our coverage area, contact us.

What is your refund policy?

🌿 Easy Returns at Garden Warehouse Direct!

Enjoy our hassle-free 30-day return policy! If your item is unused, in its original packaging, and you have the receipt, you're good to go.

For detailed information, check out our full returns policy here.

Need to start a return? Use our user-friendly self-service portal.

🌼 Damaged or Defective Items?
Inspect your order upon arrival and contact us immediately for assistance. If you have purchased out of season items, please inspect your item before storing it.

🚫 Exceptions:
Certain items like perishables, custom orders, and beauty products can't be returned. Sale items and gift cards are final sale. Garden structures such as sheds or playhouses must not be assembled.

🔄 Exchanges:
Return and reorder for a quick exchange.

💰 Refunds:
Expect a refund within 10 business days after we receive and approve your return.



Where are your products made?

Our products come from various locations across the globe. 🌍 While we source from different regions, we maintain a strong commitment to offering British-made 🇬🇧 gardening products. You'll find our 'British Made' badge proudly displayed on product pages for items manufactured in the United Kingdom. If you produce goods in the UK that align with our store's ethos, we'd love to hear from you! Please don't hesitate to get in touch. 💬

Can I buy your products anywhere else?

Most likely! In addition to our online store, you can find our products on platforms like Amazon, eBay, and other sales channels. Furthermore, we offer our own-brand products wholesale to various retailers and stores.

So why should you buy from Garden Warehouse Direct? 😊 We pride ourselves on providing excellent service, and our friendly customer support team is always available to assist you with any issues you may encounter. We also offer hassle-free returns, so you can shop with confidence. 🛍️

When your purchase comes directly from one of our verified suppliers, you're adding an extra layer of protection to your purchase while still enjoying a great price. 🌟

I need additional support.

For more details or if you have any further questions, feel free to check our additional FAQs below or reach out to our customer service team. We're here to help and provide you with all the information you need! 📚💬

Contact us

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