Delivery and Returns Policy

Packaging

We are committed to the care of the environment and whenever possible, we use recycled packaging materials.

Delivery

If you are buying more than one item, please contact us for details as we are happy to provide a multiple purchase shipping rate.

Please ensure we have the correct delivery details including your name and address. Please make sure that the post code is correct as we cannot be held responsible for delivering to the wrong person or address as a result of you supplying us with inaccurate or incomplete information. Please add any special instructions to your order.

We use insured Royal Mail or outsourced courier services to deliver orders within the UK. All deliveries will require a signature. If you are not satisfied with the condition on arrival, please do not sign or accept the parcel from the courier and contact us immediately by email at camilla@visitgardens.co.uk.

We cannot accept liability for any delivery instructions issued to the delivery company by the customer. If for example, you leave instructions asking the courier to leave the parcel in an alternative location, we cannot accept responsibility if you do not receive your parcel.

Please allow 5 – 7 working days for the dispatch of your order. Some items may take longer – please email camilla@visitgardens.co.uk for further information.

Shopping outside the UK

We are happy to arrange shipment outside the UK – please email camilla@visitgardens.co.uk to discuss.

Returns

You can return most unused products ordered from us up to 7 working days starting from the day after receipt of the products. Email us within the 7 working day period and we will start the refund process. If 7 working days have passed and you have not contacted us, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and returned to us within 14 days.

The exception to this are any handmade, vintage/antique or bespoke items. For any issues with these items, please contact camilla@visitgardens.co.uk. Any faults on the products will then be discussed and a decision will be made. No other reason for return will be considered for any handmade, vintage/antique or bespoke items.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at camilla@visitgardens.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at camilla@visitgardens.co.uk and the return address will be provided.

Shipping returns

If you return products by post, please ensure they are correctly packaged and labelled so that they are not lost or damaged in transit. We recommend that you insure the item and retain proof of postage in the event that the products go missing. Products remain your responsibility until we receive them. To return your product, you should first email camilla@visitgardens.co.uk with your order number and details of the issue. If the returns have been agreed, you will be provided with the return address.

You will be responsible for paying your own shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us at camilla@visitgardens.co.uk for questions related to refunds and returns.