I want to cancel my order

Any cancellation requests must be communicated in writing. Please email us at [email protected] and remember to include your name and order number to help us to process this as efficiently as possible.

How long will my refund take?

We will process your refund once we have had written confirmation from the suppliers that your order has been cancelled. Refunds can take up to 14 working days to be processed and you should be notified by email once this has successfully gone through.

Please note that we only offer refunds onto the original payment method used to make the order.

My item has arrived damaged

In the unlikely event of your order arriving damaged, please notify us immediately via email on [email protected] with the following information:

  • Your name and order number
  • 1 or 2 clear photos of the damage 
  • The corresponding part numbers/letters that are damaged (please refer back to the instructions)

Once received, our Customer Care team will work to get replacements sent out to you ASAP.

My order has arrived but I am missing parts

If you are missing parts or whole items from your order, please notify us at your earliest convenience on [email protected] with the following information:

  • Your name and order number
  • The part numbers/letters that are missing as per the instructions (a copy of these should have been delivered with the order and should also be available on the respective product page online)

Our Customer Care team will endeavour to get these sent out to you ASAP. 

I want to return my order

If you are for any reason dissatisfied with your purchase and wish to return it, please email us at [email protected] with the following information:

  • Your name and order number
  • The reason why you wish to return your order (if this is due to damage/quality issues, please include 1 or 2 clear photos of this)
  • If the item(s) has been used/assembled
  • If you still have the original packaging/boxes

Once received, a member of our team will reply with the relevant returns policy for your order. Please note that there may be charges to return certain items, and some products cannot be returned due to them being bespoke/made to order.

Are deliveries running on time?

We are pleased to confirm that the majority of orders are reaching our customers within the advertised lead time stated when the order was placed. However, due to the current difficulties including both Covid-19 and Brexit, together with the sheer volume of orders coming through due to the lockdown, we are occasionally experiencing unforeseen delays. We endeavour to prioritise customers whose orders have exceeded the advertised lead time. We apologise in advance for the inconvenience and thank you for your patience.For a full list of delivery and lead time updates, see our page here:https://www.gardensite.co.uk/help/ordering/let-us-deliver/

Do you have any promotions / voucher codes that I can apply to my order?

All current voucher codes can be found on our website by clicking on the below link:

https://www.gardensite.co.uk/help/ordering/vouchers/

Do I have to pay in full or can I put down a deposit and pay the balance upon dispatch?

Unfortunately, we are unable to take deposits on any of our items - we take full payment at point of purchase to ensure that the stock for your order is reserved with the suppliers. 

Should you wish to pay in installments, we would recommend using the PayPal credit facility.

Can I come and view a product before purchasing?

We have a select line of products on display at our Show Site in Sutton Coldfield. Please click on the below link to see what’s currently on display:

https://www.gardensite.co.uk/whats-on-display/

When I track my order, it says ‘Completed’ but I have not received my item yet. What does this mean?

Please be aware that ‘Completed’ does not mean that your order has been delivered or even dispatched, only that it has been successfully passed over to the suppliers. We kindly ask that you refer back to the advertised lead time and wait for contact from the relevant transport department to book in a convenient delivery date.