FAQs

Product Information

Where can I find product specifications? 

Detailed specifications are available on the Detail tab of a product’s description page on our website.

Do you offer warranties on your products? 

Yes, most of our products come with a manufacturer’s warranty - usually a minimum of 12 months. Please check the Returns & Warranty tab on the product page for specific warranty information.

Are there any maintenance tips for the products? 

Yes, maintenance instructions are included with each product and some can also be found on our website.

What if I need spare parts for a product? 

Spare parts for many products can be ordered directly through our customer service team.

Ordering & Delivery

Can I track my order? 

Yes, once dispatched, you’ll receive a tracking number to monitor your delivery’s progress. You can check it on our Track Your Order page.

What happens if my delivery is delayed? 

We strive to meet our delivery estimates, but if there’s a delay, we’ll notify you and take steps to minimize the inconvenience.

Do you deliver on weekends? 

Currently, we only schedule deliveries on weekdays - usually 9:00am - 5:30pm. Weekend delivery may be available on some products for an additional charge.

Can I change my delivery address after ordering? 

Please contact us as soon as possible to update your delivery details.

Do you offer free shipping? 

Yes, we offer free delivery within mainland UK for all our products. Please see details on our Ordering & Delivery page.

How will I know my order is confirmed? 

You will receive a confirmation email and your card will be pre-authorized, but not charged until dispatch.

What are the delivery times? 

You can find specific delivery details and times on a product's page. Most products have a cut-off time by when each day an order must be placed for it to be dispatched within the estimated timeframe.

Deliveries are scheduled on weekdays, typically between 9:00 am and 5:30 pm. We can’t provide an exact time slot, but the driver may call an hour before arrival.

Some large and heavy items are delivered by pallet, the delivery date of which is scheduled with you beforehand.

How are large items delivered? 

Larger items arrive on a pallet via curbside delivery. The delivery date of pallets is usually scheduled with you beforehand to ensure someone is there to receive the shipment.

The driver will place the pallets as close to the final destination as possible, but it is up to you to ensure you have the necessary tools and assistance to place it in its final location.

What if I’m not available to accept delivery? 

Someone must be present to accept, inspect and sign for the delivery. You may ask it to be delivered at a neighbour's or a workplace, but you must inform us of this beforehand and the recipient will have the same obligations (e.g. signing and inspecting) as stated on our Deliveries page. If no one is available, additional re-delivery charges may apply.

Returns & Refunds

Can I cancel my order? 

Yes, orders can be cancelled within 24 hours for a full refund. After 24 hours, additional charges may apply. If dispatched, you would be responsible for return costs.

What is your returns policy? 

All items can returned within the 14-day (of receiving) cool-off period. Some products have extended returns periods. Detail can be found in the Returns & Warranties tab on each product page. Items must be unused, unassembled, with tags, in original packaging, with no sign of use or wear.        

Are there any exceptions to returns? 

Yes, perishable goods, custom products, and hazardous materials cannot be returned. Sale items are also non-refundable.

How do I initiate a return? 

Contact us at returns@gardenhearth.co.uk with your order details and reason for return. We’ll guide you through the process.

Further details can be found on our Returns & Refunds page.

How long do I have to report a damaged or incorrect item? 

It is important to inspect items upon arrival. If you find evidence of damage or loss, please sign the delivery form as such and report any issues to us within 24 hours, providing photos. This is important as carriers may not accept liability after this time, delaying (or preventing) a resolution.

What if I can’t inspect the product upon delivery? 

Sign the delivery documents as “unchecked” and inspect the item as soon as possible.

How will I be refunded for a returned item? 

Refunds are processed to the original payment method within 10 business days after we receive the returned item. It may take another 10-15 days to show in your account.

Are exchanges available? 

Exchanges are made through returning the original item through the returns process and making a separate purchase for the new item.

Customer Support

What are your customer service hours? 

Our team is available by live chat or phone (020 3286 8352) Monday to Friday, from 8am to 4pm. By email, we are available 7 days and we aim to respond within 24 hours.

Can I visit your store in person? 

In order to provide the most competitive prices, for now we are an online-only store with no showroom. However, our service team is happy to assist you virtually with any inquiries.

How can I provide feedback about my experience? 

We value your feedback! Please email us, use the contact form on our website, or provide a review of your product – we especially love photos of the end results!

What if I need help choosing the right product? 

Our outdoor living specialists are ready to help you select the perfect product for your needs.

Do you offer any discounts or promotions? 

Yes, we often offer promotional discount codes. Sign up for our newsletter to stay informed about special offers.

How can I reach customer service? 

Call us at 020 3286 8352 (Monday – Friday; 8am–4pm), or email info@gardenhearth.co.uk. We aim to respond within 24 hours.