Frequently Asked Questions
Can I
order online?
Most certainly! Simply click on the
following link and the page which appears explains how to order
online, or any other ordering method you would like to
choose;
/HarrodSite/cm/howtoorder.htm
What is the number for your
order line?
Our order line is 0845 402
5300 (BT calls charged at your local rate, calls from
mobiles and some other networks may vary). The lines are open from
7am to 11pm, 7 days a week. As this is exclusively the order line,
we regret that operators are unable to deal with technical or
product-based enquiries on this number. Before calling to place an
order, make a note of the products you wish to purchase, have your
payment card handy and quote the offer code printed on your
catalogue, if you have
one.
Who do I call if I have a query
on a product?
We have a dedicated Customer
Services Team based in our offices at Lowestoft in Suffolk. They
are available to deal with your technical queries and questions
regarding the products we sell and can be contacted between 8.30am
and 5.30pm, Monday to Friday, on 0845 218 5301;
they can also be contacted by e-mail at customerservices@harrod.uk.com To place an order, please call
0845 402 5300 as above.
Can I post my order to
you?
Yes! You can either download an
order form from here;
/Public/Downloads/orderform.pdf
then print it out, complete it and post it to
us at:
Harrod Horticultural
Pinbush Road,
Lowestoft
Suffolk
NR33 7NL
Alternatively, you
can complete, detach and post the order form in the back of your
catalogue to us at the above
address.
Is website ordering
secure?
Yes, ordering from our website is a
completely secure way to purchase your goods. You'll find a small
gold padlock appears on your screen when you get to the checkout
stage of completing your order; this icon is universally accepted
as indicating a site is secure and by clicking on it, you can view
a security certificate.
What is MasterCard SecureCode
and Verified by Visa window that pops up? Same card, added safety
online
MasterCard SecureCode and Verified by
Visa is a new online security service to guard you against
unauthorised use of you card and lets you shop online with
added confidence.
During the
checkout process, a MasterCard SecureCode or Verified by Visa
window
wwill popup. You then enter your password and this confirms
your identity.
If you
haven’t already setup a password for Mastercard SecureCode or
Verified by Visa, a MasterCard SecureCode window will appear.
You then need to register your card just once, and create your own
password.
Then, when
you make purchases at participating online stores, a MasterCard
SecureCode window will appear. Simply enter your password and
clicks submit. Your identity is verified and the purchase is
secure.
For more
details please visit the following websites:
Verified By
Visa
http://www.visaeurope.com/merchant/handlingvisapayments/cardnotpresent/verifiedbyvisa.jsp
Mastercard
SecureCode
https://enrollment.securecode.com/vpas/hsbcuk/enroll/index.jsp?locale=en_US&bankid=3
How much is delivery?
Our delivery rates vary
depending on the size of the items you wish to order and where you
would like them delivered to. Below is a breakdown of the different
postage and packing bands we have.
Postage
and Packaging rates:
Standard Delivery -
£4.95 (no matter how many items you
order)
Express
Delivery - £6.95 (no matter how many items
you order)
Where you see this
symbol
carriage will
be £2.00 if it applies to
ALL the items in your shopping basket.
|
Where you see
the yellow lorry symbol the postage is £12.95 per
order
|
Where you
see the red lorry symbol the postage is £19.95 per
order |
The post and
packing charge covers the cost of processing, packaging, checking
and finally delivering your goods. Every order we despatch is
processed; the products then have to be picked from the warehouse
and checked for quality; the goods are then packaged efficiently to
ensure they arrive at their destination in pristine condition
before finally being despatched. As you can imagine, the cost of
this process and the materials used is far in excess of the
standard £4.95 we charge per order, or £6.95 for express
deliveries.
Where do you deliver to?
Post and packaging costs quoted are
for most of the UK mainland only. Offshore Islands and some
remote parts of Scotland, Isle of Man, Isle of Wight and Northern
Ireland standard carriage charge is £14.95.
However if we are able to send your order with a
lower carriage rate we will contact you with a revised
charge.
Unfortunately, we are only able to send
our biological pest control products - such as Nemaslug, whitefly
control and ladybirds - to mainland UK
addresses.
How long will I wait for my
order and do you have an Express Delivery option?
Stock permitting, standard delivery
items are dispatched within 3 to 5 working days of your order
being received. Fruit and vegetable cages and greenhouse staging
orders take longer to process so please allow 10 - 14 days for
dispatch when purchasing these items.
Where the Express Delivery option has been selected, orders
received by 12.30pm are dispatched within the next two workings
days - subject to stock availability.
Unfortunately, there are some products we are
unable to send on Express Delivery. If your
order includes Netting, Fruit Cages, Terracotta products or
Engraved Trowels, we won't be able to process your order at the
Express rate.
Are there any products you are
unable to send by Express Delivery?
Although we'd like to send out all orders as quickly
as possible, there a a few products which preclude us from doing
so. They are; any form of netting; fruit cages; greenhouse staging,
engraved trowels, biological (live) pest control products,
Rolawn topsoil and any terracotta items, such as pots and
rhubarb forcers. If your order features any of the
above we're afraid you'll have to wait a little longer for
delivery.
When will be payment be taken
for my order?
If you are paying for your goods by
credit or debit card, no payment is taken until the day of
dispatch. Any cheque payments are deposited
immediately.
I'd like to pay by credit card -
are there any you don't accept?
We can process payments made by all the mainstream credit and
debit cards - the only exceptions we have are American Express and
EDC cards, which we do not accept.
I’d like my order to be
left if I’m not in. Can you arrange this?
Our standard policy is that all
orders over £50 in value require a delivery signature. However, we
are able to arrange for orders above this total to be left without
a signature at your discretion. Please contact us with written
confirmation (e-mail, fax or letter - or indicate this fact in the
relevant field when ordering online) that this is acceptable and
the location in which you wish the goods to be left. We cannot
accept any responsibility for goods once they have been left under
these circumstances but we will be able to replace damaged products
as per our normal terms and
conditions.
We can of course
leave any order under the value of £50 in the location of your
choice – just indicate on the order form or inform us when
phoning in your order where you’d like your goods
left.
What is the process for
returning a product, should I need to?
We want you to be delighted with
your order so if for any reason you are unhappy with your items,
you can return them in perfect condition and in their original
packaging within 14 days for a full replacement or a full refund.
You'll need to contact our Returns Department prior to sending
back any product to obtain your essential returns reference
number - e-mail us at returns@harrod.uk.com or
call 01502 505320. Returns postage will only be
refunded if the item is damaged, faulty or if the wrong items have
been sent and we do not accept responsibility for damaged or lost
parcels on return.
Is Harrod Horticultural
committed to the environment?
We believe in sustaining the
environment and where possible all our products are dispatched
using recycled cardboard and protective packaging to encourage
gardeners to add straight to their composter or compost
heap.
Do you sell gift vouchers?
Yes, we sell gift vouchers as the
prefect present for a fellow garden lover. Gift vouchers are
available in the following denominations, with the following codes
–
£5 - GGV-001
£10 - GGV-002
£20 - GGV-003
Is there any benefit to me to
recommending my friends to
Harrod Horticultural?
Yes, there’s a form in the
back of the catalogue which allows you to request a brochure for a
friend; or simply tell us your name and address and the name and
address of your friend and once they place an order, we’ll
send you a £5 gift voucher.
I would like to view a product
before I buy it. Where can I see some of your products in
action?
You can see some of our products in
use at the following venues:
/HarrodSite/cm/show%20gardens.htm
We've provided contact details for the gardens listed and if
you intend to make a trip to see one - or some - of the products
we've donated, we fully recommend you contact the garden beforehand
to check the fruit cage, raised beds etc that you wish to see
are on display. We're sure you'll understand that although we've
provided the garden with our equipment, we have no control over
where - or if - the goods are available for viewing on
any given day.
Do you garden yourselves and
where can I get expert advice?
We’ve certainly got green
fingers! Our resident horticulturalist, Martin Fiddes, was
instrumental in setting up our own Harrod Horticultural Kitchen
Garden, which is an ideal testing ground for our products and also
brings us face to face with the many pests, diseases and other
garden problems which all gardeners encounter. You can contact
Martin by emailing him at martin@harrod.uk.com
We’ve also got an ‘Ask the
Expert’ section on this site where both Martin
and Julian our Pest Control Expert respond to garden-based
enquiries from our customers – you can read a sample of the
questions, and of course their replies, by clicking on the
following link:
/HarrodSite/asktheexpert/AskTheExpert/asktheexpertlist.htm