Frequently Asked Questions

Orders & Payments

What payment methods do you accept?

We accept all major debit and credit cards, as well as PayPal, Apple Pay, Google Pay, Klarna, Clearpay, and Shop Pay.

Can I pay in instalments?

Yes. We offer Klarna, Clearpay, and Shop Pay Instalments so you can spread the cost of your purchase in a way that suits you. Simply select your preferred option at checkout.

Will I receive an order confirmation?

Yes. Once your order has been placed, you’ll receive a confirmation email with your order details. Please check your junk or spam folder if you don’t see it

Can I change or cancel my order after placing it?

If you need to make changes, contact us as soon as possible at info@theonlinegardenstore.com. We’ll do our best to help, but once an order has been dispatched, we’re unable to make amendments.

Delivery

What are your delivery charges?

Standard Delivery: £3.95 (2–4 business days)
Free Delivery: Orders over £100 (UK only, excludes third-party seller items)
Next Day Delivery: £5.95 (order before 12pm GMT)

Do you deliver outside the UK?

We deliver to UK Mainland only.

We do not currently offer worldwide shipping.

When will my order arrive?

Standard: 2–4 business days

Next Day: 1 business day (order before 12pm GMT)

Returns

How long do I have to return my order?

You can return items within 30 days of delivery.

What condition do items need to be in?

All returns must be unused, in their original packaging, and in a resaleable condition.

How much does a return cost?

Returns are simple and affordable — we charge just £1 per return.

How do I start a return?

Log in to your account and request a return. Once approved, we’ll send you a courier label by email to attach to your package.

When will I get my refund?

Refunds are usually processed within 5–7 working days after we receive your return. The refund will be made back to your original payment method.

Do third-party seller items follow the same returns process?

Yes. Most marketplace items can be returned in the same way. In some cases, the third-party seller may process the return directly, but you’ll always start by requesting it through your Online Garden Store account.

Products & Stock

Are all your products in stock?

Most items shown on our website are in stock and ready to dispatch. If a product is on pre-order or temporarily unavailable, this will be clearly noted on the product page.

Do you sell gift cards?

Yes. Digital gift cards are available so you can give friends and family the freedom to choose their perfect gardening essentials.

How do I know if a product is suitable for my type of garden (balcony, greenhouse, allotment, etc.)?

Our product descriptions include details on where and how items can be used. Whether that’s a balcony, windowsill, greenhouse, or full allotment. If you’re unsure, get in touch and we’ll be happy to advise.

Do you have eco-friendly or sustainable product ranges?

Yes. Sustainability is at the heart of what we do. We stock eco-friendly products such as biodegradable pots, recycled plastics, and responsibly sourced gardening tools.

Gifting

Can I send an order as a gift?

Yes. Simply enter the recipient’s shipping address at checkout.

Do you offer gift wrapping or personalised messages?

At the moment, we don’t offer gift wrapping, but many of our products are beautifully packaged and make lovely gifts. We’re working on adding a personalised message option soon.

Can I return a gift order?

Yes. Gifts can be returned within 30 days, provided they are unused and in their original packaging. Refunds are always issued to the original purchaser’s payment method.

Marketplace Sellers

How do I know if my item is coming from a third-party seller?

Products fulfilled by third-party sellers are clearly labelled on the product page.

Will I receive separate parcels if I order from multiple sellers?

Yes. If your order includes items from different sellers, they may arrive in separate parcels.

Do third-party sellers offer the same returns process?

In most cases, yes. You’ll request the return through your Online Garden Store account and we’ll guide you through the process. If a return needs to be handled directly by the seller, this will be clearly explained when you make your request.

Accounts & Rewards

Do I need an account to place an order?

No. You can check out as a guest. However, creating an account makes it easier to track your orders, request returns, and save your delivery details.

What are the benefits of creating an account?

With an account, you can view order history, track deliveries, manage returns, and receive exclusive offers and updates.

Do you have a loyalty or rewards programme?

We’re working on introducing a rewards programme so you can earn perks while you shop. Stay tuned for updates!

How can I track my order?

You can track your order by logging into your account. Once dispatched, we’ll also send you a tracking link by email.

Customer Support

How do I contact customer service?

You can email us at info@theonlinegardenstore.com or submit a contact form on our contact us page.

What are your customer support hours?

Our team is available Monday to Friday, 8:30am–4:30pm (excluding public holidays).

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