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Terms of service
Waitrose Garden - Frequently Asked Questions
To protect you from fraud when you are shopping online, new regulations are being introduced. This will mean that you may sometimes have to confirm your identity when purchasing an item online or via our app.
You could either be sent a short code when you are making a payment, by text or email, which you will need to enter to complete the purchase, or use your banking app to confirm that you are the cardholder
It is important that you keep your mobile phone number and contact details up to date with your bank or card provider. This will ensure that you will be able to make that online purchase if your bank or card provider wants to check that it is you using the card to make the payment.
If you cannot complete a purchase using your card to shop on our website or in our app then please contact your card issuer for assistance.
We offer Standard and Named Day delivery services. Unfortunately, our Next Day delivery service is temporarily suspended.
For more information on delivery, please see here.
To ensure your order reaches you as quickly as possible, some items including bulbs, bedding, compost, selected pots, seeds and items shipped directly from our trusted suppliers may arrive ahead of other items in your order.
The majority of items marked as 'in stock' will be shipped within 4 - 6 working days (excluding weekends and public holidays). Once shipped, please allow 3 working days to receive most items and up to 5 working days for seeds.
Your order's shipment date is determined by the item with the longest availability lead time i.e. if an item has a 4 week lead time, your order will be held until all items are available to be shipped together, which may be at any point within the 4 weeks. Bulbs and direct supplier items are dispatched separately so may arrive ahead of other items in your order.
Unfortunately we cannot offer a delivery service to the Republic of Ireland, Northern Ireland, Isle of Man, Scottish Highlands & Islands, Channel Islands or addresses outside the UK. We also do not offer a delivery service to BFPO addresses. We can, however, deliver to the Isle of Wight for a £10 delivery surcharge. To make sure we deliver to your area, please check your postcode here: https://www.waitrosegarden.com/delivery-and-costs/
If you'd like to place an order from overseas, please contact us at firstname.lastname@example.org where we'd be happy to assist you with your purchase.
We've updated our processes so that we can deliver bulbs to you as quickly as possible. Rest assured that we have the remainder of your order and will be sending this out to you within the longest lead time on your confirmation email.
We will only charge you for P&P once and we'll keep you updated on the progress using a separate dispatch email so you'll know what to expect when.
Unfortunately, our drivers are unable to call you before a delivery. Should you require tracking details, we'd be happy to provide these for you where possible. Please contact our customer services for more inforrmation.
Unfortunately, we do not offer a timed delivery service.
Unfortunately, our Next Day delivery service has been temporarily suspended.
Our Named Day delivery service, however, is still available. Named Day delivery is available from £10.95.
For more information on delivery, please see here.
Standard delivery costs £5.95.
Bulb-only delivery costs £4.95.
Named Day delivery costs £10.95.
Whilst we do not supply tracking details within our order confirmation emails, should you require tracking information we'd be happy to supply you with the tracking link*.
*We will only be able to provide tracking links to orders shipped with Yodel. Please contact our customer services team for more information on your order.
Unfortunately, we do not offer this service.
Once your order starts to be picked and packed we will be unable to amend your order. If you would like to add to your order during this period, you will need to place another order on our website. If you would like to cancel an item in your order, you will need to return the unwanted items to us for a reufnd once your order has been received.
We can part ship your order for an additional delivery charge of £5.95.
For Named Day delivery, we can part ship your order for an additional delivery charge of £9.95. Items which are marked as ‘in stock' can be delivered on your chosen day between Tuesday and Saturday.
Yes - our gift wrapping service starts from £5.95 per item, and is available on items marked with the gift wrapping symbol found at checkout.
Our gift wrapping service is the perfect way to make their gift extra special! Available in four colour combinations:
- Blue / brown gift wrapping
- Gold / red gift wrapping - Natural / green gift wrapping
- Pink / natural gift wrapping
Please rest assured we do not send out invoices in any of our orders. The recipient will recieve a copy of the shipping notification so they know what they were due to receive. Prices are omitted from all shipping notifications.
Garden by Waitrose does not currently offer a Click and Collect service to any Waitrose and Partners stores. WaitroseGarden.com is an online partner which works in association with Crocus.co.uk. For more information on what your local Waitrose store has in stock, please contact Waitrose.co.uk directly.
At Garden by Waitrose & Partners we guarantee only to send you first rate plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in excellent condition. We also do our upmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, please contact our customer service team either by phone on 01344578800 (between 9am - 5pm, Mon - Fri, except bank holidays) or email email@example.com.
For further information, please see our returns policy here: https://www.waitrosegarden.com/returns-policy/
We genuinely want everyone to truly excited by the arrival of their plants, but if you have ordered your plants during the colder months of the year, then they probably won't be looking their best. That's because most plants go into a dormant phase in winter, and unlike many plants that you will see in your local garden centre, we don't 'force' our plants into growth. Therefore, our deciduous plants will have shed all their leaves, and the herbaceous perennials will have died right back to below ground level. It doesn't mean that there's anything wrong with them, it's just a natural part of their life cycle. In fact, by growing them in the same conditions as you have at home, the plants are tougher, and therefore less likely to suffer a setback when they are planted out.
Ideally you should try to get all your fully hardy plants in the ground as soon as possible (provided it's not frozen or waterlogged), as it's quite possible that their roots will spread and grow - even in winter. Then, when the temperatures start to rise again in spring, the plants will burst into life and put on lots of fresh new top growth. If they don't, keep in mind that all our fully hardy plants are covered by a 5 year guarantee, so please let us know and give us the chance to put things right.
You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 14 days of receipt to advise of its return and that it's not something you've tried out and not liked! We will not pay the costs of returning an item to us.
Once our customer service team have confirmed the next step of the return process, goods must be returned to:
Garden by Waitrose & Partners
Crocus.co.uk Ltd Nursery Court
London Road Windlesham
Surrey GU20 6LQ
For more information, please see our returns policy: https://www.waitrosegarden.com/returns-policy/
Unfortunately, we are unable to offer exchanges, however, we can look into a item replacement (where suitable).
For more information, please contact our customer services team on 01344578800 (between 9am - 5pm, Mon - Fri, except bank holidays) or email firstname.lastname@example.org.
Unfortunately, we do not offer returns of any items purchase through www.WaitroseGarden.com to Waitrose & Partners grocery stores. Garden by Waitrose is an online partner which works in association with Crocus.co.uk. For more information on our returns policy, please see: https://www.waitrosegarden.com/returns-policy/
DISCOUNT CODES, OFFERS AND VOUCHERS
Our policy only permits one discount code per order. Discount codes cannot be used in conjunction with items already on promotion.
Unfortunately, we do not offer any gift vouchers or gift card schemes.
Please select the option of 2+1 free which will automatically add the offer to your order. If you select the individual item multiple times, the discount won't be applied.
If you have any concerns please call our order team on 01344 578 111
Garden by Waitrose is an online partner which works in association with Crocus.co.uk. As such, we are unable to accept any John Lewis or Waitrose gift vouchers.
For more information on where your gift voucher/card is valid, please see the back of the voucher/card.
As Garden by Waitrose and Partners is not directly a part of the John Lewis & Partners group we do not offer price matching. Garden by Waitrose & Partners work in association with Crocus.co.uk and as such cannot offer the same same policies as the John Lewis & Partners which include a price matching service.