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FAQ For Gardenlines Orders

At Gardenlines we aim to give top quality customer service. Here are some helpful tips on how to have the best customer experience with us, from choosing the right product for you, through to taking delivery of your order.

How Can I Make Sure I Pick the Right Product For Me?

It is vitally important you make sure the item you are ordering is the one that is most suitable for your needs. Make sure you read all the information on our site about the product. We take time to make sure the details are accurate and up to date, including delivery information and prices. If the information you need is not on the website, then give us a ring or send an email, and we will be happy to chat to you about the product or find out further details from the manufacturer.

Here are some common mistakes that people can make when choosing an item:

  • Buying a garden machine that is too heavy for them to use without checking the weight first.
  • Buying a cordless item (battery operated) without checking if they need a battery and charger as well. On our site, the phrase “tool only” means that the machine comes without a battery or charger. If you want a machine with a battery and charger then select “kit” in the ‘Shop by feature’ section.
  • Buying an item that is too big for their shed or gate because they have not checked the dimensions first. If you have a narrow gate, for example, make sure the lawn mower you are looking at will fit through it. 

How Do I Place An Order With Gardenlines?

Once you have the item you want in the basket then head to the checkout. Make sure the details you type into the form are correct – be sure to double check. A common issue is an email address being typed incorrectly. This makes it very difficult to communicate with you, and you may feel worried as you won’t receive any order confirmation emails from us.

You should get at least two emails from us as soon as you have placed the order; these are automatic and should go straight into your inbox. If you do not get an order confirmation email, check your spam or junk folders first, then contact us to make sure the order has been placed.

Please make sure you type in addresses correctly. You will be asked for the billing address of the card and then the delivery address. It is vital that you use the correct billing address of your credit or debit card. Even if we are not delivering to your home address, we need this information. It helps to prevent fraud.

If the billing address does not match what the bank has on record, it will flag up the order as a potential fraud. Most of the time problems are caused when you move to a new house and forget to update the bank with your new address. Or if you are getting the order delivered to a different address and simply do not type in the billing address. Gardenlines will always check with the customer if the billing address does not match with the bank – we take the security of our customers seriously and always ensure we are delivering to the cardholder.

When Will I Receive My Item?

Take particular note of delivery times and charges. For example, most Gardenlines products are available on a next working day delivery (Monday to Friday if ordered by 2pm) but some are not. Items such as trampolines, greenhouses and very large items are not on a next working day service. Please check the product description for delivery information. Most of our deliveries, for orders over £50, are free to mainland UK. If you are not sure if this applies to you then have a look at our delivery policy or get in touch.

How Will Gardenlines Keep Me Informed About My Delivery?

As an online company Gardenlines will usually communicate by email. This is because it is not time dependent and there is a “paper trail” which allows for traceability and fact checking.

Be prepared to check your emails and make sure you read any email that is sent to you by us regarding the order. This will ensure your expectations are set correctly.

You should know the order has been processed and that money has been taken from your card. You will receive a sales receipt (Gardenlines usually send these out towards the end of the day). Usually there is tracking information available. If there is, it will be sent to you.

What If I Don’t Want The Product I’ve Bought?

Under the distance selling laws you can return items if they are unused and in their original packaging within 14 days, but you will need to pay for the return carriage. We will send a courier to collect the item, on a day of your choice, when you are at home. The return, inspection and refund usually takes about two weeks.

What If My Item Or Its Box Is Damaged When I Receive It?

Once the delivery has arrived it is a good idea to check over the box quickly to see if there is any damage. Drivers are on a tight schedule and may not wait for you to do this, so sign for the delivery as ‘unchecked’. If you can, take a picture of any damage on your phone.

Bear in mind the purpose of the box is to protect the item during transit and if it gets a little bashed this is ok – your item should be fine inside.

If the box is so damaged that it looks like the product inside is damaged, then refuse the delivery and contact us as soon as possible. We will be able to arrange a replacement.

Your job now is to visually inspect the machine and make sure it is in a good state, and to check if any bits are missing, especially if the box was damaged. Make sure you check the inside of the machine; very often small parts and instruction manuals are put inside tanks, grass collectors or battery compartments to keep them safe during transit.

It is also a good idea to test the machine and make sure it works even if you are not planning on using it for a while. This includes making sure you thoroughly read the instructions and parts list before you start to use the machine.

You have 14 days to return an unwanted, unused item and you have 30 days to obtain a refund for a faulty item. Please make sure you want to keep an item before you assemble it and use it. Unfortunately, if you don’t like an item, you cannot return an item once you have used it. See our terms and conditions for more information about this.

Our friendly customer service staff are at the end of the phone or email if you have any queries.