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Delivery and Returns

Dispatch and Delivery

When you place your order, you will receive a confirmation email immediately. We aim to dispatch all orders within 24hrs, however we appreciate your understanding that during these difficult times, this may not always be possible. Please rest assured that we will dispatch your order as soon as possible.

Once your item has been dispatched, you will receive an email with a link to track your parcel. We use Yodel for most dispatches, however for some smaller orders, we may use Royal Mail - in these instances order tracking may not be possible.

If you have any specific delivery requests, please enter these during the checkout process.



I haven't received my item. What can I do?

Although every effort will be made to deliver your order as quickly as possible, we appreciate your understanding that due to difficulties arising from the Covid-19 pandemic, sometimes we may encounter difficulties with supply or delays with our delivery process.

We will endeavour to keep you informed throughout the dispatch and delivery process to the status of your order, and send the majority of orders with order tracking.
If you elect to set up an account with us when you place your order, you can Login to check the status of your order at any time.

Once your order has been dispatched, please allow up to 7 working days for delivery. If after this time you still have not received your order, please contact us and we will do whatever we can to put things right!



Cancelling your order

Under the UK's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any goods within a period of fourteen working days, beginning with the day on which you receive your order.

If you wish to cancel your purchase, please contact us immediately using our contact form on this page or via our various social media channels. If your order has not yet left our warehouse, we may be able to cancel your order and refund your payment immediately. You will receive an email confirmation that your purchase has been cancelled and a refund issued.



If you want to return an item

Here at The Online Garden Shop we strive to provide you with quality products at unbeatable prices, delivered swiftly and reliably in sturdy packaging. However, if you are not satisfied with your purchase, we aim to make the return process as straightforward and easy as possible.

As with all online purchases, you are protected by a 14 day cooling off period. If for any reason you are unhappy with your goods, let us know within 14 days of receiving them that you would like to arrange a return. You can do this via the contact form on this page, or via any of our social media channels. We will ask you to confirm your order number and the first line of your address, so please have these details to hand. We will then email you a return label for you to return your order to us, please use the original packaging if possible. All you have to do then is drop off the parcel at your local DPD Collection Point within 14 days of receiving the return label. If the goods are returned in their original condition*, your refund will be processed upon our receipt of your returned order.

*Original Condition By Original Condition we mean:
  • The product has not been used
  • All packaging is in good condition and the product can be resold
Products returned to us that do not meet these conditions may not qualify for a full refund.

If A Product is Faulty

We aim to deliver products that are in pristine and serviceable condition, and take care to ensure that every order leaves our warehouse in perfect condition. However we appreciate that sometimes products can arrive faulty or damaged. If your order arrives with a fault, please let us know via the contact form or via our social media channels so we can arrange a refund or replacement.


Delivery Charges for Returns

Orders returned within the 14 day cooling off period (14 days from the date of delivery of your order), and products being returned due to fault, will have standard delivery charges refunded in full. We will provide a pre-paid return label for you to return your goods to us.

Non-faulty orders returned to us outside the cooling down period may be subject to delivery charges.


Statutory Rights

Nothing in this policy affects your statutory rights.