CUSTOMER SERVICES

If you ordered online and have created an online account, you can track the progress of an order that you have placed with us by logging into your account with the password that you saved.

Once your order has been processed for dispatch, you will also receive an email with a tracking link, where applicable.

You can also track your order via our dedicated order tracker here

We accept the following methods of payment:

Most major credit/debit cards (exc. Diner's Club & American Express)
Your card will be charged immediately on placing your order. If for any reason the order is suspended ( due to stock issues or failure of the merchant system that collects payment ) we will resolve the suspension and then claim payment. If you do not receive confirmation of your order within 3 working days, please call us to double check - do not place a second order as this may cause a duplicate order. Should you cancel an item prior to dispatch, we will refund the item on delivery of the rest of the order.

PayPal
You will be charged the full amount including P&P immediately. Should you cancel an item prior to dispatch, we will process a refund of the overpayment once your full order has been dispatched.

Amazon Pay (using a credit/debit card linked to your Amazon account)
Your card will be charged immediately on placing your order. Should you cancel an item prior to dispatch, we will process a refund of the overpayment once your full order has been dispatched.

Cheque
If you send your order by post with a cheque, this will be cashed immediately on receipt for the full amount inc. P&P. Should you cancel an item prior to dispatch, we will process a refund of the overpayment once your full order has been dispatched and 30 days has elapsed from receipt of the cheque.

Club Members' Gift Vouchers
As part of our fantastic YouGarden Discount Club (join here ), our members get four £5.00 gift vouchers to spend with YouGarden throughout the year. Simply enter your unique code in the "Gift Voucher" box when you check out and the voucher will be applied to your order. Only one voucher code may be used per order.

Regrettably, we are unable to accept National Garden Gift Vouchers.

Should you wish to add to your order, send to an alternative address, or make any other changes to your order prior to dispatch, please call our sales team as soon as possible on 0844 6 569 569, ( calls cost 5p plus your network access charge ) we will do our best to help you.

However, due to the high volume of orders that we process, we regret that once your order dispatch note has been printed for picking, packing and dispatch from our nursery, we cannot make changes to your order. Please ensure that you check your Shopping Basket prior to checking out, and your Order Confirmation once you have received it.

During busy periods - particularly in spring and early-summer - we may take a little longer to receive and make note of any emails that you send us, so please call should you wish to amend your order.

How do I place an order?
You can order through our secure website, by calling our UK call centre on 0844 6 569 569 (Calls charged at 5p/min plus your network provider's access charge), or by post by writing to You Garden, PO Box 1468, PETERBOROUGH, PE1 9XL

How can I pay for my order?
Online, we accept most major credit cards, except Diners Club and American Express. We also accept Amazon Pay and PayPal payments. By post, we accept Cheques made payable to "YouGarden". We are unable to accept National Garden Gift Vouchers at this time. For more info see "Paying For An Order".

Offer Codes
Only one offer code can be used per order. Simply enter the code at the checkout online or let our call centre know your promotional code and your discount will be applied. For more info see "Offer Codes, Vouchers & Credit Notes".

Order Confirmation
If you include a valid email address when you place your order, we will send you an email to confirm your order and address details. Your Order Confirmation is sent to confirm that we have received your order into our system and for you to check that your order is accurate. Your order will be subject to stock availability and fraud checks. It does not constitute a binding contract. On rare occasions where there is a problem with your order, we will get in touch with you to resolve it prior to dispatch.

Should you notice any errors, or wish to amend your order, please call our sales team ASAP on 0844 6 569 569. ( calls cost 5p plus your network access charge ) Note, the Order Confirmation is sent automatically once an order is saved - any subsequent alterations will not be confirmed by email as a matter of course, however please feel free to Contact Us should you have any queries.

The vast majority of products we sell are live and therefore perishable. Whilst we and our partners make every possible effort to get your order to you quickly and in perfect condition, as with all things in life, on rare occasion things can go wrong.

Fear not though! We pride ourselves on our outstanding customer service and will do our utmost to put things right quickly in the unlikely event that your order doesn't arrive as it should.

Should there be any issues with your order, please Contact Us as soon as possible - your satisfaction is our absolute priority. Our helpful, friendly customer service team will arrange a replacement or refund for you where appropriate.

In such cases where a refund is provided, our liability is strictly limited to the cost of products supplied, and delivery charges made to you.

We want you to buy with total confidence, so in addition to your Statutory Rights, for ALL hardy plants, we are proud to offer our unique Lifetime Guarantee. Click here for full details.

In instances where we take orders for delivery within a pre-published delivery window, we will publish the expected delivery time in our printed catalogues and advertising - and repeat this in the product listing on our website.

We of course try our very best to be on time, however please allow a week or so either side of the pre-order date for dispatch, as in most cases this is weather-dependent!

If there are any major changes due to unexpected seasonal factors, we will of course try to let you know. The quickest and easiest way to keep you informed of any changes to your order is by email - so make sure that we have the correct one for you when you place your order.

If part of your order is available for immediate dispatch and part is for pre-ordered items, we will often hold on to your order to deliver in just one parcel, as this is preferred by most customers and allows us to save on packaging waste.

If you have ordered a pre-order item, yet you require part of your order immediately, we are sometimes able to split an order on request - in such cases we reserve the right to charge an additional delivery charge to accommodate this.

Any information we publish electronically or via printed materials is always intended to be as accurate as possible. However, in some cases approximate dimensions or capacities may have to be given. Whilst we make every effort to ensure that imagery and specifications on our website are accurate and up to date, the majority of items we sell are real living, growing plants and as such, their specification or condition may understandably vary slightly throughout the year.

On rare occasions we may have to substitute an item you have ordered for a very similar replacement item of equivalent value. Our experienced and fully trained Nursery Managers will always do this with care and ensure that the replacement is appropriate. If you find a substitute we send you unacceptable, please let us know and we refund the value of the item in question.

Although we hold the majority of our products on our nursery, some of our product range is sent to you directly from our trusted specialist direct-dispatch suppliers.

All items in our Machinery and Outdoor Living ranges are dispatched separately and P&P is charged per item, which will be reflected in your order total as you check out.

Club members will get 5% off these items, however they are excluded from any other % off discount codes.

Please make sure you provide us with an email address and mobile phone number wherever possible when ordering from these ranges, to allow our suppliers to let you know when your order is being dispatched.

Gifts
If you wish to order as a gift, please tick the box as you check out to remove the pricing from the Dispatch Note enclosed with your order. There is a box to leave a short gift message too - which will be printed on the Dispatch Note for your recipient to read.

Courier Instructions
If you have any specific delivery instructions for the person who delivers your order, please let us know - there's an option to enter a short message for the courier at the checkout. Note, most delivery drivers do not carry company phones, so any instruction to call you will be at the driver's discretion and cannot be guaranteed.

Delayed Dispatch
On occasion, customers wish to delay dispatch until a certain date - when they return from a holiday for instance. We're more than happy to accommodate requests wherever possible. Please either call us to place your order or Contact Us immediately you've placed your order online. We'll aim to send your order within 7 working days of the requested date and cannot guarantee a specific delivery date. Please note that we're unable to reserve stock for delayed orders, due to the perishable nature of many products we supply.

Offer Codes (also called "Media" or "Promo" Codes)
We run special promotions through a variety of media throughout the year. In such cases, the prices quoted are often only available with the application of an offer code, which will be quoted in the promotional material.

Some offers are applied automatically, such as when you click through from one of our email newsletters or go to a direct link quoted in a newspaper advert. You won't be able to see the offer code in the box, but it will have been applied. Others should be applied by entering the code you have into the “Do you have an offer code?" box at the checkout, or by quoting it as you order by phone.

Strictly, only one offer code can be applied to your order, otherwise it would be possible to “stack" discount codes up together and we'd often end up losing money - we're nice, but we're not that nice! Please do not navigate to third-party websites, as these also add a code which would overwrite your chosen offer. Make sure you double check the order closely and ensure that you have the correct offer code applied prior to checking out. Once your order has been processed for dispatch, we regret that we may not be able to honour some offers should you use the wrong code.

Please note, offer codes offering a percentage off will only be available on 'living' products such as plants, bulbs, shrubs and trees.

YouGarden Club Discount
Club members can benefit from 10% off plants and accessories, and 5% off all machinery and outdoor living items in addition to any advertised offer codes.

Voucher Codes
Club Members' money-off Vouchers can be used in addition to any advertised offer codes. Only one voucher may be used per order. To find out more about how to join our Club, please click here.

Credit Notes
If there's a problem with an item you've received, you may ask for a credit note rather than a replacement or cash refund. This credit will be linked to your account in our system and made available next time you wish to purchase. You can apply a credit note to your order by ordering with our Sales team on 0844 6 569 569.( calls cost 5p plus your network access charge )

Prices always include VAT where appropriate. VAT is automatically deducted for orders delivered to certain exempt postcode areas - e.g. Jersey (JE). Note that VAT is not charged on items which produce edibles (e.g. fruit trees).

If the VAT rate changes or there are any unforeseen circumstances affecting the price of goods, we reserve the right to increase or decrease prices accordingly.

Whilst we welcome orders from everyone, we cannot guarantee to make any special arrangements for orders made on behalf of any commercial enterprise, to meet certain deadlines, or to deviate from our standard ordering, dispatch and delivery procedures.

We will of course make every reasonable effort to accommodate customer requests - and we always endeavour to ensure deliveries are delivered promptly - however our couriers cannot provide a specifically timed delivery or guarantee delivery for a specific day.

Any orders placed by or on behalf of a commercial enterprise will always be treated in the same way as any other order and subject to our standard prices and delivery promise. All orders are subject to our standard Terms & Conditions and we will always abide by current UK consumer law. YouGarden cannot accept any liability in addition to that which customers are entitled to under these terms. In such cases where a refund is provided, our liability is strictly limited to the value of the order, including the cost of the product and the associated delivery charge.

Should you wish to purchase a large number of items, please Contact Us and in some circumstances, we will quote a price for you. A detailed confirmation of the specification of the product will be provided to you prior to confirmation of the order, in addition to full details regarding charging and shipping of the order. Such orders will only be taken on a sold as seen basis and full payment must be received prior to shipment.

Here at YouGarden we want our P&P charges to be simple. Therefore, you will normally only ever pay one standard P&P charge, however many items you order. There are a small number of unavoidable exceptions to this:

1. Heavy, bulky bags of compost, manure etc. have to be sent as a separate consignments - so P&P is charged per bag for these items.
2. 2. A small number of outlying postcode areas may have a delivery surcharge of £6.00 that is imposed by our courier - regrettably we have to pass on this cost to customers. Surcharged postcodes include - but are not limited to - the following: AB, DD8-11, GY, HS, IM, IV, JE, KA27-28, KW, PA20-80, PH19-50, TR21-25, ZE.
3. 3. Orders for Machinery and Outdoor Living items are supplied and fulfilled by carefully selected third-party companies. P&P is charged per item for these Direct Dispatch orders. Separate out-of-area surcharges of variable cost may be charged to us by our suppliers. In such cases, we regrettably have to pass these on to the customer and will get in touch prior to dispatch of your items.

Delivery to outlying postcode areas may take 1-2 days longer, dependent on your location.

If you are unsure of your delivery charges or need confirmation because you live in one of the postcode areas mentioned above, please feel free to Contact Us.

We are based in rural South Lincolnshire in England and are proud to deliver to customers throughout the UK. We regret that we cannot deliver to non-UK locations or Northern Ireland. Orders placed to deliver to international freight-forwarding companies, or plants subsequently taken outside the UK are done so at your own risk and are not covered by our Double Satisfaction Guarantee.

Packaging
Your order will be picked and packed by our dedicated team, to arrive with you in nursery-fresh condition. As we sell a wide range of plants and accessories, we have a number of different box sizes and shapes, and our experienced packing supervisors will pick the best packaging to protect your order, so it arrives safely with you.

Our packaging is specially designed to be able to sustain damage in transit and still protect the plants inside. Where appropriate, certain plants will be packed within plastic “mini-greenhouses" prior to being placed into outer boxes or contain plastic wrapping to prevent movement - offering further protection in transit.

At YouGarden, we're very conscious of our environmental responsibilities, so we use high-quality recycled and fully-recyclable cardboard for all our boxes. Any additional plastic packaging is also fully recyclable.

Delivery
Small, lightweight orders are often delivered by Royal Mail with your normal post. Larger items are delivered by Yodel on a fully tracked service. Please see above for further details.

In the Box
Your order will contain a Dispatch Note, which details the items on your order, pricing, and any reference numbers that relate to your order. Please double check your order on receipt to ensure that everything is as it should be. In some cases, your order may be split to arrive in multiple parcels, which will be confirmed by email upon dispatch and shown clearly on the Dispatch Note. Where appropriate, you'll receive a Care Guide with your order. Please read this thoroughly on receipt, as it will help you to get the best out of your plants! More care information can be found online here.

Please Contact Us - do not send items back with the courier.

If you wish to return an item which is damaged or doesn't meet your expectations in another way, please get in touch with our Customer Service team via our Contact Us form - we will be more than happy to resolve your query.

Please return to:
YOUGARDEN RETURNS
Long Lane Nursery
Long Lane
Gedney Hill
Spalding
Lincolnshire
PE12 0PP

Please make sure you include the delivery note or your full name and address inside the parcel so we know its from you.

A refund for the returned items will be issued only on safe receipt of the goods. Please note, we do not offer a free returns service and the means of returning items should be arranged by you. We recommend you use a tracked courier service.

Under no circumstances should you send items back with the delivery courier or refuse delivery, as we cannot guarantee to receive items back - in which case your request for a refund may be denied.

Please call 0844 6 569 569 to cancel your order. Do not refuse items at the door.

If you wish to cancel your order, please call our Sales team ASAP on 0844 6 569 569.( calls cost 5p plus your network access charge ) Note, once your order has been sent to our packhouse team for picking, packing and dispatch, we will not be able to cancel it prior to dispatch.

If your order has already been processed for dispatch, or you have received it and it is no longer required, please return to:

YOUGARDEN RETURNS
Long Lane Nursery
Long Lane
Gedney Hill
Spalding
Lincolnshire
PE12 0PP

A refund for the returned items will be issued on safe receipt of the goods in saleable condition. Please note, we do not offer a free returns service and the means of returning items should be arranged by you. We recommend you use a tracked courier service. Under no circumstances should you send items back with the delivery courier or refuse delivery, as we cannot guarantee to receive items back - in which case your request for a refund may be denied.

Whatever you buy from us, we genuinely want you to be delighted with it - which is why we are happy provide you with our complete Double Satisfaction Guarantee. All our products are supplied with a complete and unconditional guarantee for the first 30 days after you receive them, which is in addition to your statutory rights.

If your order is missing, incomplete, or arrives damaged, please Contact Us and we will either issue a like-for-like replacement or refund you in full for the item/s. If you no longer require an item, you may return it for a full refund - please see "Returning an Item" for details.

Whilst we make every effort to ensure that imagery and specifications on our website are accurate and up to date, the majority of items we sell are real living, growing plants and as such, their specification or condition may change slightly throughout the year. If you are unhappy with the specification of an item, we will of course endeavour to resolve this to your satisfaction and will issue a refund where appropriate - however we reserve the right to request photographic evidence to support your claim, or ask you to return unwanted items to us for a refund.

In such cases where a refund is provided, our liability is strictly limited to the value of the order including the cost of the product and the associated delivery charge.