Service Update 24.02.2021

COVID-19 /Service Update

We're currently experiencing supply chain issues in some areas, due to a combination of unusual factors. These include higher than normal demand, suppliers and couriers experiencing staff shortages and some short term material supply issues occurring as a result of Brexit. We're doing everything we can to overcome these and expect the majority of orders to be delivered successfully, well in advance of the growing season. However, in some cases, shipping dates may prove to be slightly later than originally anticipated.

We are currently despatching orders placed up to 22nd February 2021. Once your item has been despatched please be patient in receiving your order. It’s likely some areas of the country will experience some level of disruption to their normal postal service due to Coronavirus-related absences at local mail centres or delivery offices. Unfortunately, once your order is in the postal system there is nothing we can do to speed up the process. Thank you for your understanding.

International Orders - Orders for Northern Ireland and Europe

We regret that we can no longer supply any products, including seed and seed potatoes, to Northern Ireland and Europe. This is due to the imposition of non-tariff, phytosanitary checks and procedures now required by law as a result of Brexit.

We will monitor the situation closely and fingers crossed, we might be able to supply you with seed again in the future. We apologise for this inconvenience and hope that you understand that this is due to circumstances beyond our control.

DESPATCHES

We are currently despatching orders placed up to 22nd February 2021.

Once your item has been despatched please be patient in receiving your order. It’s likely some areas of the country will experience some level of disruption to their normal postal service due to Coronavirus-related absences at local mail centres or delivery offices. Unfortunately, once your order is in the postal system there is nothing we can do to speed up the process.

Please continue to check this page for the latest updates. You can track your online orders here. Thank you for your understanding.

POST ORDERS

Please note that while the customer service team is largely working from home, we are unable to process orders received by post as quickly as normal. So please don’t worry if there is a delay to your order, we will get to it and will inform you if there are any issues.

Royal Mail Deliveries (Update 24th Feb 2021)

Due to significant disruption with The Royal Mail postal deliveries in the following areas please allow at least 14 days from date of despatch for your order:

Braintree (CM6, CM7)
Chatham (ME4, ME5)
Harwich (CO12)
Leighton Buzzard (LU7)
Maidstone (ME14 to ME17)
Orton Southgate (PE2, PE7-PE9)
Southend on Sea (SSO, SS1-SS4)

CONTACTING US BY PHONE

Lines are currently open 9am-5pm weekdays. Our call centre capacity is currently reduced to ensure staff safety. Please accept our apologies in advance should this result in your having to wait longer than normal in a call queue. We’re working hard to expand capacity and hope to be able to extend operating hours in the near future. The best way to contact us at the moment is via our online forms.

CONTACTING US VIA THE WEBSITE

You can still get in touch via our online enquiry forms. If you have an outstanding seed or hardware order, please click here to track your order online. Priority will be given to oldest orders first and we are endeavouring to pack and despatch them as quickly as possible.

ORDER CANCELLATION

We would hate for you to cancel. However, If you wish you to cancel your order PLEASE CLICK HERE and complete the form.

Please Note: If you wish to cancel an order and it is out for despatch in the warehouse, unfortunately it’s too late to stop it from being sent to you. Once your order arrives, we would be grateful if you could send it straight back to our FREEPOST address (DIRECT MAIL RETURNS – DEPT RCB) and we will process a refund for you.

ORDER AMENDMENTS

Unfortunately we are currently unable to amend any existing orders via the phone. However, if you wish to amend your order you can do so by filling in the cancellation form with your enquiry. Please note that due to the volume of enquiries we cannot guarantee this will be picked up by a staff member in time for these changes to be made. Please fully check your order at the time of ordering to avoid having to amend orders.

MISSING OR INCORRECTLY INCLUDED ITEMS IN YOUR ORDER

We are working as quickly as we can whilst enforcing safe distance working. To cope with demand we have increased staffing and shifts. Given the circumstances, it’s possible that mis-picks or errors are likely to occur more often than normal.

If you are missing an item please click here and complete the form. We will try and process a replacement as quickly as possible, but please note that this may take several weeks. If you wish to cancel the item(s) then please let us know via the form.

If you have received an incorrect item please do not contact us. You are welcome to keep the item with our compliments and we hope you or a fellow gardener can make use of it.

Alternatively, you can download our Customer Care Form (please see link below) and follow either the ‘online’, ‘post’ or ‘phone’ options regarding your delivery.

Click To Download Customer Care Form

OUT OF STOCK ITEMS

If you have ordered an item but not received it yet and it is now showing as out of stock, please do not worry. Stock will have been allocated to you at the time of order and you should still receive it. If we are unable to supply we will contact you and offer a replacement or refund.