Frequently Asked Questions

Live Plant Delivery

• Why have my plants arrived earlier/later than expected?

  Seasonal conditions vary and plants sometimes throw up surprises even for professional growers. Although we try to stick as closely as possible to published despatch dates, we believe that the most important thing is to send plants out as soon as they are in prime condition for despatch and this may not be quite as originally planned.

• I ordered more than one item, will the rest be arriving separately?

  Some different varieties are grown for despatch at different times. The planned despatch times are shown on the website and provided the plants respond as planned they will be despatched according to those times.

• The plants are all shook up and out of the pots, will they survive?

  We are sorry to hear that the plants have arrived in such a state. Hopefully, given a rest and a drink they will soon recover but if not then please do come back to us.

• The roots have some type of material wrapped round them, should I remove it?

  No, please leave them as they are.

• The plants are not labelled, how do I know what they are?

  The species and variety name of our extra value and value plug plants is printed on the short side of the plastic plant tray.

• How should I plant my grafted vegetables?

  For grafted vegetable plugs please take care to keep the graft above the soil and keep them in a heated greenhouse or kitchen windowsill until all chance of frost has passed.

Delivery

• I received an email to say my order was despatched but I haven't yet received it, when will it arrive?

  If your order was despatched via Royal Mail then it would have been sent as a 2nd Class package. This is a service which usually only take 2-3 days, but can, on occasion, take longer. We are sure that your order will arrive with you any day. Thank you for your patience.

• Do you supply seeds to destinations outside the EU?

  No, we are unable to despatch any items to countries outside of the EU.

• How long will it take for my order to arrive?

  Orders are despatched promptly by post or parcel carrier, but please allow 7-10 days for delivery. Seasonal items such as plants are sent separately and estimated delivery times are stated against each variety both in our catalogues and on our website. You will receive an order acknowledgement email.

  Small items are sent by Royal Mail and larger items by courier. When ordering very large items (Marked) please provide your phone number so that the courier can contact you to make delivery arrangements.

  Please note that when several items are ordered they may not be delivered at the same time, e.g. seeds will be sent from our warehouse, whereas plants are normally sent directly from the nurseries.

• How much are UK Post and Packaging charges?

  All of our delivery charges, exceptions and detailed handling information can be viewed here.

• How will my order be delivered in the UK?

  Parcels under 2kg are sent by 2nd Class Post.

  Parcels over 2kg will be sent by courier, delivery is 2-3 working days in to most parts of the UK, 3-5 working days to Northern Ireland and Scottish Highlands and Islands.

• I've ordered plants. If they're delayed in transit will they be OK?

  The packaging has been designed to protect the plants for a short delay. We hope that you will be delighted with your plants but if they arrive damaged or if you are unhappy in any way then please Contact Us within 14 days of receipt.

• My delivery has arrived and I have a query about my order?

  Please examine all goods on arrival, especially plants, bulbs and tubers. If you have a query with your order contact us as soon as possible on 0333 240 0776 or send us an email through the Contact Us page.

• What happens if an item I have ordered is unavailable?

  Occasionally, items become unobtainable due to crop failure, high demand or other reasons. In this event, we may send a carefully selected alternative or, if this is not possible a full refund. Any unwanted substitutes can be returned for a full refund (including the cost of return).

• I've changed my mind about one of the products on my order, or it is faulty. What do I do?

  Changed your mind?

  Orders for perishable and personalised goods may be cancelled up to the point of delivery but not once delivery has been made.

  Orders for non-perishable and non-personalised goods may be cancelled from the time the order is placed up to 14 calendar days after receipt of the goods. To exercise the right to cancel please make a clear statement by email, fax or posted letter, including your full name, address and contact number.

  Faulty Product?

  All our products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, or if an item is faulty, please Contact Us within 14 days.

   

• How do I request a catalogue?

  You can request a catalogue online via the 'Request a catalogue" link on our homepage.

My Account

• I'd like to set up an account, how do I do it?

  Just click on 'Sign In' at the top of the page and fill in your details in the 'New Customer' section.

• Are my details secure?

  Your details can only be accessed from the site using the password you specify. Payment cards are not retained on the site.

• Where can I find my account number?

  Please visit the Account Management page.

  You will need to sign in and then you will see your Account number at the top of the page, please quote this on any correspondence.

• How do I change my password?

  Visit the Password Reset page.

  Enter your email and click the 'Send Confirmation' button.

  You will be sent an email, which will contain a link to reset your password.

• I've moved house, how do I change address details on my account?

  Visit address management once you are signed in and just click on 'Edit Primary Address'.

  Please note: This will not amend any orders in progress. If you have an order in progress please contact Customer Services Team either by using the Contact Us page or you can give them a call on 0333 240 0776 - 8:30am -5pm, Mon-Fri and they'll amend your order.

• How do I make a complaint?

  We are sorry that we have given cause for complaint. To send your complaint please get in touch by visiting the Contact Us page. You will then be taken to a screen where you can detail the issue. To enable us to give a full response please provide as much detail as possible.

  We aim to reply to all emails with 3 working days.

Placing an Order

• Do I need to create an account to place an order?

  No, you can checkout as a guest so your personal details will not be stored on the website.

  There are several advantages to creating an account though. Your name and address will be stored in the 'My Account' area, which means it is quicker for you to shop. You can save your basket and come back to it later, and you'll be able to view your previous orders. You can also store up to five alternative delivery addresses.

  For your security, payment card details will not be retained when you create an account.

• What payment method can I use?

  We accept payment for online and telephone orders by Visa, Mastercard, Maestro and Delta. Online orders can also by paid for by PayPal. Payment for orders submitted by post can be made by card or cheque, made payable to The Organic Gardening Catalogue. Payment is taken when the order is placed.

• Communication

  We know how important it is to keep customers informed about the progress of an order and will do so via the following emails:

  Order Acknowledgement

  Once we have received your order we will email confirmation to you. This confirmation will confirm the delivery address and include despatch date information.

  Despatch Confirmation

  An email will be sent on the day of despatch and, in most cases, your order will then be delivered within 48 hours.

  Pre-despatch Email

  Many customers like to order early to ensure that they will receive exactly what they want rather than to risk a favourite selling out and so some products, such as plants, are often ordered well in advance of despatch. With this in mind we will send a reminder email, approximately 2 weeks before the despatch date, the purpose being to enable to customer to do any necessary preparation prior to receipt.

  Delay Advice

  We will only despatch plants and other live products when we are happy that they are of the right quality to travel well and to then grow on successfully for you, our customer. Occasionally this means that items may fail our final quality inspection and despatch will then be delayed. When this happens we will send you an apology email,, confirming the revised estimated despatch date.

• When will I be charged and will my card details be saved?

  Payment is taken at the time of ordering. Card details are not stored.

• I have used the printed catalogue to put together an order, how do I order the products online?

  You can find everything by using the drop down menus at the top of the website, or search for products by name or catalogue product code and then add to your basket from there.

• How do I save items in my basket?

  Basket contents are only retained whilst you are shopping and stay active on the site.

  If you want to build your order over several sessions, please create an account or log in to your existing account, and use the Wishlist feature. Your Wishlist will remain for the next time you log in and can be converted to an order when you are ready.

• Once I've ordered, will I get a confirmation email?

  Yes, we'll send you an order confirmation email within 24 hours of the order having been placed. A further email will be sent to confirm despatch.

• I've made a mistake on my order. Can I change or cancel it?

  Of course, please make contact and let us know what you would like to change.

• I've changed my mind about one of the products on my order, or it is faulty. What do I do?

  Orders for perishable and personalised goods may be cancelled up to the point of delivery but not once delivery has been made.

  Orders for non-perishable and non-personalised goods may be cancelled from the time the order is placed up to 14 calendar days after receipt of the goods. To exercise the right to cancel please make a clear statement by email, fax or posted letter, including your full name, address and contact number.

• How do I request a catalogue?

  You can request a catalogue online via the 'Request a catalogue" link on our homepage.

Our Products

• When will my seeds be delivered?

  Your seeds will be delivered by Royal Mail within 7 days.

• Will the seeds come with instructions?

  Yes, detailed instructions, including sowing and harvesting periods, are printed on the seed packet itself.

• Are the seeds genetically modified?

  No! We do not sell, nor have we ever sold, genetically modified seeds or plant material.

• Why aren't all your seeds organic?

  Until recently, organically produced seed was very rare and using untreated non-organic seed was the only option for most organic growers. However, since then, the situation has improved. We now have many sources of organic seeds, many of which are available exclusively in the UK through The Organic Gardening Catalogue.

  There are still gaps where no organic seed is available, and our aim is to fill these when we can. Until that time we will continue to offer high quality, non-organic seed of varieties that have been shown to perform well in organic gardens, providing our customers with the widest possible choice.

• Are your bulbs treated with neonicotinoids?

  No, our bulbs are organic and we would never stock anything which had been treated with neonicotinoids.

• I need horticultural advice. Who do I contact?

  Please feel free to contact us by phone, email or post, and we will do our very best to help.

• What is Peat Free?

  To create a balanced compost containing enough water and air, which are essential for root growth, A mix of coarse and fine particles is needed. Peat-free potting composts contain organic materials, for example; composted bark, wood and green compost mixed with inorganic materials such as grit, rock wool and perlite.

• What can you grow in peat free compost?

  Bright and cheerful annuals like cornflower can be sown directly peat free soil where you want them to flower, so there's no need for any plastic trays. Clumps of native perennials and bulbs like chives, can be planted straight away without any need for compost.

• Why should gardeners use peat free compost?

  Our trusted partners at Garden Organic have reems of information as to why you should garden with peat free compost. For example: Peat bogs are the largest and most efficient carbon store on earth (10 times more carbon per hectare than any other ecosystem, including forests) and they are an important defence against climate change. Many peatlands have been growing undisturbed for thousands of years, so although they cover just 3% of the world's land area, they hold nearly 30% of all the carbon stored on land! A loss of only 5% of UK peatland carbon equals the UK's total annual greenhouse gas emissions. Peat bogs are also a very specific ecosystem – wild areas which are home to a wealth of birds, plants & insects. Not to mention that peat free soil is better for your garden!

• Why is peat-based compost bad?

  The production of peat- based compost causes environments to be destroyed. These environments are ideal eco-systems for many plants and animals. Not to mention, Peat bogs are great at storing carbon! Once disturbed the carbon is released causing a drastic negative effect on global warming.

General

• Complaints

  We value our customers and hope to never give cause for complaint however sometimes things to do not always go to plan. If you are dissatisfied with us in any way then please contact our customer service team who will be very happy to help. In fact, we will welcome the opportunity to put things right.

  It is our aim to acknowledge any complaint within 3 working days. We will aim to give a speedy resolution and will keep you informed throughout the process.

• Conditions of Sale

  All scheduled seeds offered by us are guaranteed to comply at the time of delivery with E.U. Seeds Regulations currently in force. Information given about products is to the best of our knowledge, and is for general guidance only. All dimensions and capacities are approximate. Also please remember that environmental factors can affect plant growth.

• Effects of Cancellation

  If you cancel your order for non-perishable or non-personalised goods after they have been delivered then please return them to us, at your own cost, within 14 days of cancellation. Please retain proof of postage. If the item is very large then we can arrange collection for you and will charge you for this at cost. We will reimburse you with all payments received, including the cost of delivery. We may make a deduction from the reimbursement for loss of value of any goods supplied if the loss is as a result of unnecessary handling by you. Please return the items in their original packaging.

  The reimbursement will be made without undue delay and not later than:

  a) 14 days after the day we received back from you any returned goods
  b) (if earlier) 14 days after you provide evidence that you have returned the goods, or
  c) If there were no goods supplied, 14 days after the day on which we were informed of your decision to cancel the order.

• Guarantee

  We aim to supply plants and other goods of the highest quality, carefully packed to reach you in perfect condition. Should you be at all dissatisfied with their condition on arrival, please let us know within 14 days. We are only liable for the cost of the goods (plus carriage) as quoted on the website.

• Other

  All products are used at the sole risk of the acquirer of the product and we cannot be held liable for any affects howsoever caused including but not limited to allergies to, misuse of, or not following the guidelines of the product. This condition applies equally to any user of the products supplied, regardless of if the user is the original purchaser of the product.

• Prices

  Prices include VAT where applicable. We reserve the right to revise any prices in the event of unforeseen circumstances or a change in the VAT rate.

• Product Images

  Product Images are as a visual guide and representation only, please refer to the full product description for further details. if you would like to use any of our images for your own use you must gain permission to do so.

• Seed Quality

  The germination and purity of all scheduled seeds comply with EU seeds legislation currently in force.

• Special Offer Codes

  All offers are limited to one per household and may only be used once per order. Any offer codes or discount may not be used in conjunction with any other money off voucher or offer. All Offer codes are valid for 1 week, unless a specific time is mentioned. Any money-off vouchers or discounts are non transferable and may not be redeemed for cash and are calculated ex postage and packing.

  * We reserve the right to cancel or invalidate all coupons, vouchers and offers where it is believed that such benefits may have been gained by inappropriate means.
  * Any Free P&P type offers are based on standard UK delivery and does not include any postal surcharges.

• Waste Electrical & Electronic Equipment (WEEE) Directive

  Under these regulations we are obliged to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new electrical or electronic product from us. Such items can be returned to us (carriage paid by customer) at our normal address, within 28 days of purchasing the new item. We will then ensure proper environmental disposal. Recycling reduces the environmental and health risks associated with sending electrical goods to landfill. All new electrical goods should be marked with the crossed-out wheeled bin symbol and be disposed of separately from household waste.

Can't find an answer to your question?

You can either contact us using the online form or contact us by telephone on 0333 240 0776 (between 9.00am-5.00pm, Monday to Friday)