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Terms of service
Are there any changes to order amendment cut-off times?
In order to keep up with demand, we've introduced a daily limit on the number of orders we can process. Once the threshold is reached, there will be a message across the website indicating this and you will no longer be able to finalise your order - we invite you to visit our website the next day to place an order.
How have your delivery options changed since the coronavirus outbreak?
Named day delivery has been temporarily suspended. Standard delivery is available, but may take up to four weeks.
How have your product ranges and availability changed since the coronavirus outbreak?
We work with Crocus.co.uk, a specialist garden company to source our products, so currently have our full range available.
What steps are you taking to avoid the potential spread of coronavirus via delivery personnel?
All carriers are working together to ensure that a common, consistent and safe process is always followed.
I can’t get through to customer service,is it still open?
Our customer service team is responding to emails. The address is [email protected].
What is your returns policy?
We have extended the returns period for products from 28 days to 90 days for orders placed on or after 1 March 2020. If you need to schedule a return for a plant or product please email [email protected] with your order number and photos of the items you wish to return as soon as possible.
Garden by Waitrose & Partners is in association with Crocus and they’ve provided this statement:
Our staff are everything to us and we want to take every precaution to protect them. All of our office staff are working from home but the important work in the nursery and warehouse means that certain members of staff are coming to work as normal. We are following the Health Secretary Matt Hancock's advice, who said on 24 March: “I want to be absolutely clear, when people absolutely cannot work from home they can still go to work, indeed it's important that they do to keep the country running.” This is consistent with the advice on the GOV.UK website.
We have taken the following measures to protect everyone coming to the nursery:
- Each morning, every member of staff has their temperature checked
- Anyone exhibiting even mild symptoms are asked to go home and self-isolate
- We have arranged two bus services to avoid staff from different households travelling in the same car
We have also implemented the following measures in our warehouse:
- Changed the layout of the benches so that the staff are two metres apart
- Restricting the number of people that can use the canteen and toilets at any one time
- Given staff extra breaks to enable more frequent hand washing and sanitisation
- Any member of staff who is identified as high risk or requiring shielding has been sent home for 12 weeks
This is a very difficult and worrying time for everyone but we will do the utmost to protect our staff during these uncertain times.
Thank you for bearing with us
All the team at Garden by Waitrose & Partners