Frequently asked questions

Checkout

Why is my order failing?

There could be multiple reasons for your order failing. If your order is failing, then there will be a reason stated at the top of the checkout page in red. Unfortunately, when an order fails there is a limited amount, we can do about it. This is because most of these failures are due to our payment provider not accepting the payment for the order rather than anything our website is doing. Unfortunately, we are unable to take payments over the phone.

If your order is not going through but there is no red text stating the reason, please see “Has my order gone through”.

Has my order gone through?

Your order will have only gone through and have been received by our team if you go through to an order confirmation screen. If you remain at the checkout screen your order has not gone through. If the order has failed, there will be some red text at the top of the order page. If there is no red text at the top of your screen, then the order has not gone through due to one of the mandatory fields being filled in incorrectly.
The most common reason for this happening is due to the expiry date field being filled incorrectly. Our payment provider requires all 4 digits for the year of your expiry date, so say for example your expiry date is 08/23, our provider requires you write, 08 2023.

Plants

How will my plant arrive?

All plants on the website have a pot size, this pot size is indicative of the maturity of the plant, the reason we do not list the current height or spread of the plant is because this can change dramatically through the season.
Another factor that influences the appearance of our plants is the season. Some of our plants when out of season can die back quite considerably before regrowing in the spring. Therefore, if the plant you have ordered is not currently in season it could look quite different from how it will look when its season comes.

I am unhappy with the condition of my plants.

If the plants you receive are not in the condition you expect then get into contact with our web team at webshop @ stratfordgardencentre.co.uk with some pictures of the plants and they will be happy to help you.

Returns

There is a problem with my order. How do I resolve this?

If you are unhappy with any aspect of your order, feel free to contact our team at webshop@stratfordgardencentre.co.uk with some pictures of what you have received, and they will be happy to help you. If there is any damage, or the wrong items have been delivered then we will arrange either a full or partial refund or we will arrange the collection of the item and have a replacement item sent out.

I do not want the items I ordered; how can I return them?

If you change your mind about an item you have purchased then we are unfortunately unable to offer any collection or free return service. You will have to arrange for the item to be returned yourself and once we have received the item, we will issue you with a full refund for those items.

Deliveries

What are the delivery options

We currently offer three different delivery options on our website:

Local delivery is available for items that we are currently unable to ship to customers outside our local area, which is roughly 35 miles from our site. These items are delivered locally only because we need to deliver them ourselves either due to the size or fragility of them. All items that are for local delivery only are marked as such on a banner that appears on the picture.

The charge for local delivery varies depending on how far away from us we are delivering. The delivery time for local orders is between 1 and 7 working days depending on how busy we are; however, we will always get in contact with you a minimum of a day before we are coming out with your order.

Nationwide shipping is available for items we are able to ship nationally with our carrier. We currently have two charges for nationwide delivery, the standard charge is £3.95, however if the order is over 30kg in weight then there is a total delivery charge of £15 due to the difficulties in packing and shipping bulky items.

Pallet ship service is a premium service that we offer for our largest items. This can be booked by one of our team for collection from us the day after the order has been placed. The shipment will then be delivered the day after collection. The delivery can take place on the day that suits you best however the service unfortunately does not run on the weekend.

Where will you deliver?

Our delivery service is available for our nationwide products for all of mainland Great Britain, with the exception of the Scottish Highlands. Unfortunately, our carrier has an additional charge for any items going to any postcodes they deem to be in the Scottish Highlands. This additional charge brings any shipping charge up to a total of £15 or £30 for bulky items.

Where is my order?

We process our nationwide orders in 2-3 working days; however, these can occasionally get delayed. If you have not received your order after 4 working days, feel free to get in touch with our team at webshop@stratfordgardencentre.co.uk.

If you have placed an order for Local delivery, then please see Our delivery categories above.

Invoices

Can I get a VAT invoice?

We are happy to provide a VAT invoice for your order if you get into contact with our team at webshop@stratfordgardencentre.co.uk. Please be aware that we can only give you a VAT invoice once your order has been dispatched.

Collections

What is the process for Click and Collect

Once your order is ready for collection, we will give you a call to arrange your collection. We ask our customers to give us a day and a time for their collection. We request customers give us a half an hour time slot for example 9:00 to 9:30 etc. so that we can manage traffic around our collection area.

Newsletter

I have signed up for your Newsletter but have not received my Promo code.

When you sign up to the newsletter you should receive an email confirming your signup, once you have confirmed this you will be sent a one-time use code for 10% off your order. Sometimes this initial email can go into your junk folder so if you have not received it, we recommend you check there. If you have still not found it after checking your junk please contact us at webshop@stratfordgardencentre.co.uk and one of our team will be happy to help.