Frequently Asked Questions
1. Is your website secure?
We offer secure on line shopping. You can purchase using Visa Debit or Credit, Mastercard or Paypal.
2. Your Website says Free Delivery – does this cover outside the UK?
Unfortunately we do not deliver outside of the UK but DELIVERY IS FREE TO England, Wales & southern Scotland. Charges may apply for Northern Scotland, Highlands & Islands Please refer to our delivery terms and conditions or contact us.
3. How do I order?
You can place your order by placing your required items into the shopping barrow, proceeding to checkout and filling in our simple checkout form. Alternatively you can call a member of our Sales Team on 0800 288 8178 where they will be happy to take the order over the telephone.
4. You've acknowledged my order – what happens now?
Your order will be processed by a member of our Sales Team, passed to our transport team who plan the loads and then despatched out to you for delivery which will take place within 5-8 working days depending on the size of the product ordered. In the case of large projects, you will receive a text or email several days before your delivery informing you of your delivery date and time. For smaller couriered items please leave a safe place (at checkout) for them to be left and the courier will oblige or put a card through your door.
5. I have not received confirmation of my order, is there a problem?
Sometimes it is simply that our webmail has been marked as spam by your service provider. Please do look in your spam/junk mail. If you see nothing from firstname.lastname@example.org then please contact a member of our team who will be happy to confirm the status of your order. Although both Paypal and Protx report a 99.99% availability record, time-outs and system errors can occur and we are happy to double check for you.
6. How long does delivery take?
We ask you to allow up to 8 working days for delivery unless specified on the product page. We try and despatch smaller couriered items within 5 days but this is not guaranteed. If you need the goods by a specific date we will, of course, attempt to get you the fastest delivery possible. Please do not hesitate to ask us. Please note: When ordering a number of items of a varying nature your order may be delivered by more than one carrier. Each will be treated as unique.
7. I know when the product will be delivered, but I am NOT GOING TO BE IN , CAN THE ORDER BE LEFT?
We will be able to leave your purchase, with your advance permission, in a safe place; however, please note that the larger items and those which are flat packed on a pallet - such as arbours, arches, pergolas - can only be delivered kerbside or as near as the lorry can get (driveway, in front of garage). These rules are set down by Health & Safety. Our drivers will do their best. Please ensure you specify these instructions in the special instructions section on checkout.
8. How do I know when my delivery will arrive?
Once we have processed your order transport will text, email or call you with a delivery date. However some smaller items are despatched via parcel courier companies and if you are not in at the time of delivery they will leave a card for you to call them direct; you can then arrange a convenient time for delivery to take place.
9. What if, when I receive my order, it is not suitable?
We have a no quibble refund policy. But if you are not happy please call us to let us know and we can see what we can do to help. We offer a refund of your money if you reject any goods that do not satisfy your expectations within 7 days. Please refer to our terms and conditions for more details.
10. What are your cancellation and refund policy?
If you wish to cancel your order you can notify us by email to email@example.com before we have despatched the goods to you; or where goods have already been despatched to you, by returning goods to us in accordance with our returns policy below.
You can return goods you have ordered from us for any reason at any time within 7 days of receipt for a refund or exchange. The costs of returning non-faulty goods to us shall be borne by you. A restocking charge of up to 25% of the value of the order may be charged. If you wish to return goods it is always best to call us first as we can advise and often arrange collection (at your expense). Goods are not returned to our registered address SO PLEASE CONTACT US.
Upon receipt of the goods we will give you a refund of the amount paid excluding any costs we have incurred. These costs are typically £10 for a cheque reimbursement and £15 for a credit card.
The rights to return the goods to us as referred to above will not apply in the following circumstances: - in the event that the product has been used or where the packaging has been unsealed. The provisions above do not affect your statutory rights
11. Stock: What if my item has sold out?
In the minority of cases where stock is not available, we will contact you to let you know and will advise you of when your item will come back into stock. You will then be able to choose whether to wait for the stock or have a full refund.
12. What happens to the personal information I enter on your site?
When you order products on click4garden.co.uk you may be asked to provide certain information about yourself including your name, contact details and credit or debit card information. This is standard information needed to process your order. To maintain customer service standards and to assist in our staff training, we may record and monitor incoming calls. We at click4garden believe that customer service is the most important aspect of our business. We may use the information you have provided us with to contact you for your views and to notify you about changes or developments to the website or our services.
The information you provide to us may be accessed by or given to third parties who act for us for the purposes set out in this policy. Those parties process information, fulfil and deliver orders, process credit card payments and provide support services on our behalf.
Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent. We strive to have the best security measures to protect you, your information and us from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will only retain your information for a reasonable period or as long as the law requires. We do not retain your credit/debit card details.