Website FAQs

Please select from the options below to view questions and answers.

 

Further Information

How do I change my personal details (address, name, email address etc)?
You will be able to edit your details in the left hand side of Your Account page on our site.


What do I do if I have forgotten my password?
On the login page you can click on the password reminder link - after entering your email address you will be emailed a link to reset your password.


What do I do if I entered my email address incorrectly when setting my account up?
If you log in using the original email address given, you will then be able to amend this in the edit details section of Your Account.


How do I unsubscribe from your mailing lists?
In Your Account there is a promotional preferences section where you can change your mailing preferences. You can unsubscribe from any email by clicking on the ‘unsubscribe’ link on the e mail received.

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Which payment methods do you 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.

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.

How can I place an order and how do I pay for this?
If you wish to place your order online, unfortunately the only way you can pay for your order is by debit/credit card.You can also telephone us to place an order on our Orderline - 0845 402 5300 8am to 9pm (Monday to Friday), 9am to 7pm (Saturday and Sunday).

Alternatively, you may prefer to order by post and pay by cheque or postal order (or card). Simply complete the order form (from any of our catalogues), include the relevant delivery charge and either your card details or a cheque/postal order. Cheques should be made payable to Harrod UK Limited. Please then send to Harrod Horticultural, Pinbush Road, Lowestoft, Suffolk NR33 7NL.

Who do I make my cheque payable to?
Please make all cheques payable to Harrod UK Ltd

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General Information
Harrod Horticultural is a division of Harrod UK Limited, founded in 1954 by our present Chairman Ron Harrod. Our reputation for product design and development is second to none. In fact Harrod UK sports equipment is today extensively used in all major sporting venues including the Millennium Stadium and all Premier League football clubs, extending our reputation worldwide. Harrod Horticultural has the same unique commitment to quality and customer satisfaction that has always been at the heart of our business. So when you buy our products you can buy with confidence

Do you have any shops or outlets?
Unfortunately as we are a Mail Order and manufacturing company, we do not have a shop or a showroom and therefore are not open to the general public. However, please find the useful link below where you can view our products in situ. We have also supported many Public Gardens by supplying them with a variety of our products to display and use in their gardens. For example: fruit and vegetable cages, raised beds and Sneeboer tools. Details of the gardens featured, with addresses and telephone numbers are also detailed here. We fully recommend that you telephone the garden prior to visiting to ensure that the product you are interested in is on display; as although we have provided the garden with our products, we have no control over where, or if, products are on display on any given day.

How much does a telephone call to you cost? (0845 Numbers)
At Harrod Horticultural we chose to use 0845 numbers to make the experience of contacting us by telephone easy and efficient.  You will notice when you call the orderline, you will hear a series of options to select from. Selecting the correct option ensures your call is transferred to the correct department and your call is answered as quickly as possible.  We would be unable to offer this service using a local number.

Callers to 0845 numbers will pay a maximum of 2p per minute during the daytime (from 6am to 6pm), and just half a
pence per minute at all other times. That means you pay a maximum of 2p a minute from anywhere in the British Isles, including Northern Ireland, Scotland and Wales. (From a BT landline - calls from other networks and mobiles may vary). Some home phone providers, such as BT offer packages with free calls to 0845 numbers, while other providers may charge for these numbers. You would need to refer to you telephone call provider for more details.

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 and 9.00am on 0845 218 5301.

Do you sell gift vouchers?
Yes, we sell gift vouchers as the prefect present for a fellow garden lover. Unfortunately Gift Vouchers are not redeemable online - please contact Customer Services 0845 218 5301 (8.30am to 5.30pm Mon - Fri). Gift vouchers are available in the following denominations, with the following codes

£5 - GGV-001
£10 - GGV-002
£20 - GGV-003

Are there any benefits of recommending a friend to you?
Yes, there is 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 will send you a £5 gift voucher.

Where can I get some expert advice?
We have got an Ask the Expert section on this site where Jo our Kitchen Gardener and Gavin our Pest Control Expert respond to garden-based enquiries from our customers.

Our environmental pledge!
Along with our strong organic growing ethos, we believe in sustaining the environment too. The FSC logo identifies products which contain wood from well managed forests, independently certified in accordance with the rules of the Forest Stewardship Council. Also, where possible, all our products are despatched using recycled cardboard and protective packaging for you to compost.  We also support the WEEE (Waste Electrical And Electronic Equipment) Regulation.

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How long after placing my order are my goods dispatched?

Stock permitting, standard delivery items are dispatched within 3 to 5 working days of your order being confirmed. This timescale excludes Fruit and Vegetable Cages, Raised Beds, Netting, Greenhouse Staging, and Biological Pest Control products, for which you should allow 10 to 14 working days. Please note our busiest period is between February and May so your patience during this time is appreciated.

Express Orders received by 12.30pm are dispatched within the next two working days subject to stock availability. As above, this timescale does not include Fruit and Vegetable Cages, Raised Beds, Netting, Greenhouse Staging, or Biological Pest Controls products, for which you should allow 10 to 14 working days.

Once dispatched, how long will it take for my goods to be delivered?

This will depend on which carrier company who will be delivering your order; we use Royal Mail, UK Mail, and Tuffnells.
Orders being sent with Royal Mail are always sent as First Class, so you should receive your order the next working day after it has been dispatched.
UK Mail usually deliver goods within 72 working hours after dispatch, however there are some products such as Fruit Cages, Greenhouse Staging and Raised Beds, that may be delivered in 2 separate deliveries. This is simply because of the quantity and size of the individual parts.
Tuffnells have a 72 working hour delivery service, so please allow this time period before contacting us.

Will I get notification of my goods being dispatched?

Unfortunately, due to the high volume of orders that we receive everyday, we are unable to notify every customer by telephone when an order has been dispatched. However, if we take a valid email address for you, we will automatically send you an email to advise you that your order has been dispatched. This email will state which carrier company will be delivering your order, which items have been dispatched, how long it will take to be delivered and the delivery address.

If my goods have not been delivered within your specified timescale, what should I do?

If your goods have not been delivered within the specified timescales above, dependent on the carrier delivering your goods, please telephone our Customer Services Department on 0845 218 5301, who are open from Monday to Friday, 8.30am to 5.30pm. Alternatively you can send a fax to 01502 582456. The Customer Services Department will then investigate the matter further, taking appropriate action as necessary, and will keep you updated with the developments.

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I have received my order, but an item is missing. What should I do next?

If you have ordered a Fruit Cage, Greenhouse Staging, Raised Beds, or large items as such, it may be that the delivery has been split due to the quantity and size of the individual parts. It is always wise to check the labels on each package, as these should state; 1 of 3, 2 of 3, 3 of 3, etc. Should the labels not coincide with what you have received, please allow an extra working day for the remaining package(s) to be delivered. If after this time you have still not received the remaining package(s), please telephone our Customer Services Department on 0845 218 5301. The telephone lines are open from Monday to Friday, 8.30am to 5.30pm. Alternatively you can send a fax to 01502 582456. The Customer Services Department will then contact the relevant carrier company to investigate the matter further, and take appropriate action.

If your order does not consist of the items mentioned above, or the labels on the package(s) do coincide with each other, please contact us; details listed above.

I have received my order, but an item is damaged. What should I do next?

If you have received a damaged item, please contact us; details listed above. The Customer Services Department may require the damaged goods to be returned for inspection, so as to determine how the damage was caused, thus preventing it from happening again. A replacement item, or refund, will then be processed accordingly.

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I have received my order however it is not suitable for the purpose I require it for/I ordered the wrong size/item/the item is no longer required.

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.  Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.

I have received my order, but it does not look how the picture on your website/in your catalogue looks.

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.  Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. If the advertised picture for the product is deemed as misleading, we will also refund the return postage cost, and look into rectifying the picture. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.

I bought the item as a present, but the person I bought it for does not like it/already has it.

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.  Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.

The item I purchased does not work as it should/is faulty/is damaged.

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.  Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.

How do I return an item?

Please telephone our Returns Department on 0333 400 6400; they will advise you whether they need to arrange for the item to be collected from you by a carrier company, or whether you need to return the item back to us via the Post Office; this will depend on the weight of the item in question. If the item was received damaged, or is faulty, you may be advised that the item does not need to be returned back to us at all.
If a collection needs to be arranged, this will be made for a weekday only, between standard working hours. If you are not able to be at home when the collection is to be made, you may leave the goods somewhere safe.
Whether you are returning the goods back to us via the Post Office, or a collection has been arranged, please complete the Return/Exchange form that you received with your order originally. If you no longer have this form, please make sure that some identification is included within the package.

 

Exceptions: Engraved tools and netting cut by the square meter are non-returnable items, and exempt from cancellation.

Guarantee: If for any reason you are not satisfied with any item you order from Harrod Horticultural, just return it to us within 14 days of receipt for an immediate replacement or full refund. This guarantee does not affect your statutory rights.

Return goods to:

The Returns Department
Harrod Horticultural
1 – 3 Pinbush Road
Lowestoft
Suffolk
NR33 7NL

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From time to time we do give special promotional offers that are triggered by quoting a Promotional Code at the shopping basket.  The terms of such offers are that only 1 Promotional Code - and therefore 1 offer - can be used per order.

In the case of any promotions on the pricing of our range, the following exclusions apply:

- existing special offer prices, i.e. where there are existing savings on multiple purchases of a product, a further discount won''t apply

- Rolawn products, e.g. topsoil, bark.

- Greenhouses

- Gift Vouchers

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Are my payment details stored on your website?

No, due to security reasons, you must enter your payment details each time that you place an order on our website.

My password to log into your website is not working.

The ‘log in’ section of our website is ‘case’ sensitive, so if you used capital letters within your password when you originally registered on our site, you must use them in the correct place every time that you log in.

If the website is stating that your password is incorrect, there is a ‘password reminder’ button to click on. You will then be sent an email to the email address that you registered with, which will give you the password that you set up. You must not copy and paste your password from this email: your password will need to be typed into the box manually.

If the website is stating that your email address is incorrect, it may be that when you originally registered on our site, the email address was entered incorrectly. Unfortunately if this is the case, you will need to re-register.

I have forgotten my password to log into your website.

If you have forgotten your password or the website is stating that your password is incorrect, there is a ‘password reminder’ button to click on. You will then be sent an email to the email address that you registered with, which will give you the password that you set up. You must not copy and paste your password from this email: your password will need to be typed into the box manually.

My payment details have changed. How do I amend them on your website?

We do not store payment details on our website: you must enter them each time that you place an order.

I have entered the incorrect payment details for my order. How do I correct them?

After you have added the relevant items to your basket, clicked checkout, and entered your payment details, you are taken to your delivery options. In step 1 of these delivery options there is a section that you can click on should you need to amend your payment details. When you click on this, a pop up will appear that says ‘you are about to delete your payment details. Do you want to continue?’. Clicking yes will simply delete the details that you previously entered, ready for you to register them again.

I need to amend my address details on your website. How do I do this?

Simply log into our website, and click on ‘account address’ or ‘delivery addresses’, whichever you are amending. Enter the relevant details, and submit.

Can I check past orders on your website?

Yes, you can: log into our website, and to the left of the screen you will see a list of options that you can click into. Select ‘Order History’ and you will see all of your past orders placed on our website, including the order reference numbers, the dates that the orders were placed, and the total value of each. If you wish, you can then view the items ordered by clicking on ‘View’ at the end of the order line in question.

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