My delivery hasn't arrived.

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 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 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 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! 🛠️🔍

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.  

Do you offer free shipping?

🎉 Free Shipping Offer! We're absolutely thrilled to announce that we're now offering free shipping* on orders over £30 exclusively within the United Kingdom! It's as simple as adding your favorite items to your cart, and if your total (after discounts) hits £30 or more, voila! Enjoy complimentary shipping during checkout. 🚚✨ Please Note: Some very large items, like sheds, may incur a fee at certain postcodes. But don't worry, we'll always be upfront about any additional costs. Additionally, keep an eye out for items that qualify for free shipping with no minimum purchase. Details will be clearly visible on the product page. So go ahead, indulge in some guilt-free shopping! Happy cart-filling and even happier savings! 🛒💰 *Terms apply: Free shipping is subject to change and is not guaranteed. We reserve the right to withdraw from a sale if shipping costs are found to be excessive.

What's your return period?

📦 Flexible Return Policy At our store, we understand that sometimes things just don't work out. That's why we offer a generous return period of 30 days from the date of dispatch, giving you plenty of time to make sure your purchase is just right. However, please note that some items may have a different return period, which will be clearly specified during the ordering process. How to Initiate a Return: Access our self-service portal using the email address associated with your order. Request a return for the item you wish to send back. Follow the provided instructions for a seamless return experience. If you have any questions or need assistance with your return, our dedicated customer service team is always here to help! 🛍️✨

How do I use my return barcode?

📦 Return Process Made Easy Returning an item is a breeze with our simple process: Approval and Barcode: Once your return is approved, we'll send you a barcode via email. This barcode can be conveniently scanned at any EvRi Parcel Shop. Locate Your Nearest EvRi Parcel Shop: Find the nearest EvRi Parcel Shop using our locator tool. Barcode Validity: Your barcode will be valid for 30 days, but it must be scanned before the return period for your order ends. Single Barcode per Order: Please note that only one pre-paid barcode will be issued per order, unless your order was sent in multiple packages. Packaging: Ensure your item is securely packaged and sealed before taking it to the parcel shop. We recommend using the original packaging for safe transportation. With these steps, returning your item is quick and hassle-free! If you have any questions or need assistance, feel free to reach out to our friendly customer service team. We're here to help make your shopping experience as smooth as possible! 🛍️✨

How do I return an item?

📦 Easy Returns Made Simple! If you need to return an item within 30 days of purchase, we've got you covered with our hassle-free self-service portal. Here's how it works: Access the Portal: Simply enter the email address you used to place your order, and we'll send you a code to login securely. Request Return: Once logged in, find the order you'd like to return and click 'Request Return'. Follow the Steps: We'll guide you through the return process step by step, making it a breeze to get everything sorted. Return In-Person: Once your return request is approved, we'll email you a barcode. Just pop into any Evri Parcel Shop and scan the barcode for a smooth return experience. Please note: Bulky items and items from our Verified Suppliers may have a different returns process. If you're returning one of these items, please contact our customer service team for assistance. And that's it! 🎉 Your return will be assessed according to our refund policy, ensuring fairness and transparency every step of the way. If you have any questions or need further assistance, don't hesitate to reach out. We're here to help! 🛍️✨

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.

Where can I track my order?

📧 Stay in the Loop with Email Updates! Here's what to expect while we handle your order: Order Processing Updates: We'll keep you in the loop via email as we process your order, so you're always in the know. 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. 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. For Standard Services: Some items might use standard services, meaning you'll receive updates only after the first delivery attempt. 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: 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. 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. 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! 🛍️💳