Last Updated: 23rd November 2020

We are currently despatching orders placed up to 19th November.

Once your item has been despatched please be patient in receiving your order. It’s likely some areas of the country will experience some level of disruption to their normal postal service due to Coronavirus-related absences at local mail centres or delivery offices. Unfortunately, once your order is in the postal system there is nothing we can do to speed up the process. Thank you for your understanding.

In these difficult and uncertain times, i would like to send you our best wishes and hope that you are keeping safe and well. I just want to send some reassurance that I am doing everything i can to keep us all gardening!

I can assure you we have put in measures to not only protect our staff but to speed up despatches where we can. To create more space, we have had to completely clear an existing warehouse. I have ordered and installed extra racking, packing benches, computer equipment, scanners and we have had to move lots of stock! I have recruited new people to help on these extra shifts, who need training and support. Our depleted warehouse team have been split accordingly and we have good progress on clearing the backlog of orders. However, with important distance working and hygiene measures, everything takes just that bit longer.

I'm doing my best under very challenging circumstances; i know how important gardening and growing your own is especially in these difficult times.

We send oldest orders first and are currently despatching those placed up to the 19th November. Please continue to check our website for the most up to date delivery information and if you have any queries please take a look at our FAQs below.

Thank you for you custom and please take good care of yourself, loved ones and look out for your fellow plot holders.

Best wishes,

Tim

Please Note: due to unprecedented demand we have now run out of free trial seed for this season. We apologise and thank you for your understanding.

FAQs

PHONE CALLS.

Lines are currently open 9am-5pm weekdays. Our call centre capacity is currently reduced to ensure staff safety. Please accept our apologies in advance should this result in your having to wait longer than normal in a call queue. We’re working hard to expand capacity and hope to be able to extend operating hours in the near future.

CONTACT VIA OUR ENQUIRY FORMS.

You can still get in touch via our online enquiry forms. If you have an outstanding seed or hardware order, please click here to track your order online. Priority will be given to oldest orders first and we are endeavouring to pack and despatch them as quickly as possible.

ORDER CANCELLATIONS

We would hate for you to cancel. However, If you wish you to cancel your order please click here and complete the form.

Please Note: If you wish to cancel an order and it is out for despatch in the warehouse, unfortunately it’s too late to stop it from being sent to you. Once your order arrives, we would be grateful if you could send it straight back to our FREEPOST address (DIRECT MAIL RETURNS – DEPT RCB) and we will process a refund for you.

ORDER AMENDMENTS

Unfortunately we are currently unable to amend any existing orders via the phone. However, if you wish to amend your order you can do so by filling in the cancellation form with your enquiry. Please note that due to the volume of enquiries we cannot guarantee this will be picked up by a staff member in time for these changes to be made. Please fully check your order at the time of ordering to avoid having to amend orders.

MISSING or WRONGLY INCLUDED ITEMS IN YOUR DELIVERY.

We are working as quickly as we can whilst enforcing safe distance working. To cope with demand we have increased staffing and shifts. Given the circumstances, it’s possible that mis-picks or errors are likely to occur more often than normal.

If you are missing an item please click here and complete the form. We will try and process a replacement as quickly as possible, but please note that this may take several weeks. If you wish to cancel the item(s) then please let us know via the form.

If you have received an incorrect item please do not contact us. You are welcome to keep the item with our compliments and we hope you or a fellow gardener can make use of it.

Click here to download our postal customer query form.

DELIVERY UPDATE.

Please continue to check this page for the latest updates.You can track your online orders here.

OUT OF STOCK ITEMS.

If you have ordered an item but not received it yet and it is now showing as out of stock, please do not worry. Stock will have been allocated to you at the time of order and you should still receive it. If we are unable to supply we will contact you and offer a replacement or refund.

We wish you all the best and good health. Please stay safe – Tim and the rest of the D.T. Brown team.