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Offers - frequently asked questions

Shopping with gardenersworld.com

If you have a query about shopping with us, please take a few moments to read our frequently asked questions, below. If your question isn't answered here, please use one of the contact methods listed to get in touch.

Shopping with gardenersworld.com/offers

 

How can I contact gardenersworld.com/offers with queries?

For queries relating to Thompson & Morgan products and order deliveries, please call the Thompson & Morgan customer service team on 0844 573 6054 or email gw-info@thompson-morgan.com. You can also place your order by phone, if you wish, quoting code GWEB1.

For queries relating to products and deliveries from other suppliers, such as Mr. Fothergill's and Crocus, please use the contact details supplied on their respective pages on this site.

If your question relates to using this site, or if you're having difficulty registering, please email  offers@gardenersworld.com.

 

Am I buying directly from BBC Gardeners’ World Magazine / gardenersworld.com/offers?

Yes. When you order products directly on gardenersworld.com/offers, you will be transacting with BBC Gardeners' World Magazine / gardenersworld.com, and the name of our publisher, Immediate Media Company, will appear on your bank statement. Your order will be fulfilled by our partner, Thompson & Morgan.

When we link to third party supplier websites, we will indicate clearly that your transaction will be directly with them. If you have questions or concerns about this, please contact us at offers@gardenersworld.com.

 

How can I pay for my order?

We accept Visa and MasterCard as payment for online orders. If you wish to pay by cheque, please send your order to us by post.

 

Am I charged for the items as soon as I order them?

All orders by debit or credit card are debited on receipt of order.

 

Is it safe to shop online?

Our website uses best practice for our web security. In addition, during the check out process your personal and credit card details are encrypted - our URL, displayed in your browser address bar, will start with 'https'. You can view our security certificate by clicking on the closed padlock showing at the lower edge of your browser.

 

Will I receive a confirmation of my order?

If, when placing your order, you provide us with your email address you will be sent an email confirming your order has been received. This will confirm product details and delivery address.

 

Can I trace my order?

Unfortunately, we do not have a trace facility at present track order progress online?. Please call us on 0844 573 6054 or email gw-info@thompson-morgan.com and the Thompson & Morgan customer service team will be able to supply you with the most up-to-date information on the current status of your order.

 

Can I cancel or change my order?

To cancel your order please call the Thompson & Morgan customer service team on 0844 573 6054 or email gw-info@thompson-morgan.com.  Unfortunately, we’re currently unable to amend payment details or other order details once an order has been submitted.

 

Do I need to create an account?

No, you can either choose to create an account or you can checkout without creating an account. The benefit of creating an account is that you don’t have to enter all of your details each time you visit our website to place an order. You can also view previous orders. Please note that we don’t store your card details.

 

How do I create an account?

You can create an account at any time by clicking on the 'My account' link at the top of any page. Alternatively you can add your items to the basket then click on the 'My basket' link and then the checkout button on the basket page. Once you’ve completed your address and payment details and confirmed your order, you’ll see an order confirmation page. At the bottom of this page you’ll have the option to add a password to create an account.

 

Will you automatically create an account for me when I place an order?

No, we don't automatically create an account for you, as you need to confirm a password that is unique to you. Please following the instructions above for 'How do I create an account?'.

 

I’m already registered as user of gardenersworld.com – why do I have to have to submit my details again to place an order?

The details you supply to gardenersworld.com/offers are stored on a different system to your login for gardenersworld.com. So, please follow the quick and easy registration process to complete your order. You can use this new login next time you want to snap up a bargain on gardenersworld.com/offers.

 


 

Product Information

How long can the plants stay in their packaging?

We would recommend that all our products are potted on as per the cultural instructions provided. However, any products provided in a tray can be kept for up to two weeks as long as they are watered lightly and kept in the light, away from extreme temperatures. Ensure you remove the cardboard sleeve and keep the plants upright. For the best results, always follow the instructions provided. It is usual for the foliage of plants that have spent some time in the postal system to become slightly discoloured. This will return to normal once the plants have been exposed to light.

 

How big will my plant be when it arrives?

We offer young plants at various stages of growth and therefore in different sizes. Our products can vary from mini-plugs to 7cm plants, right through to small trees. For details, please refer to individual product descriptions.

 

How should I look after my plants in the winter?

All plants vary depending on variety, life cycle and hardiness. Again, all specific advice is provided in the individual cultural instructions provided.

 

Are your seeds genetically modified?

Thompson & Morgan doesn’t stock any genetically modified or genetically engineered crops and has no plans to sell them in the future.


 

Delivery Information

How will my order be delivered?

All products are despatched in carefully tested secure packaging, either by first or second class post. Some items, such as potatoes, fruit and other heavier products (as well as orders for the Channel Islands) may be sent by courier.

 

How soon will my order be despatched?

We aim to despatch seed orders within a maximum of five working days, unless otherwise stated and depending on the time of year. Fruit, potato, mushroom and plant orders will be dispatched as stated. However, as growing conditions vary it may be necessary to ship potatoes, plants, fruit and bulbs outside the indicated dates. Please note that for logistical reasons, items may be shipped separately, please don’t be concerned if you don’t receive all the items you’ve ordered in one parcel.

 

Can potatoes be delivered to a UK address not on the mainland?

We’re currently unable to process online orders for delivery outside the UK mainland. The following five potato varieties can’t be sent to Northern or Southern Ireland – ‘Cara’, ‘Orla’, ‘Rooster’, ‘Shannon’ and ‘Druid’.

 

Can fruit plants and trees be delivered to a UK address not on the mainland?

We regret that we're currently unable to process online orders for delivery outside the UK mainland.

 

What countries can I send plant orders to?

We currently only serve UK including Channel Islands, Northern Ireland and Scottish Islands.

 

If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?

No. If we can’t fulfil your full order, we’ll dispatch items as and when they become available. You won’t be charged any additional fee for this. For seed orders, you’ll receive a despatch note with your order, listing any products to follow. Your plant order confirmation will give you a list of approximate despatch dates for each product ordered. For plants it’s likely that you will receive different varieties on different days as they’re despatched at the best time for planting.


 

 

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