If you can't find you're looking for, hopefully our frequently asked questions can help! We know how important your garden or allotment is to you, and understand that sometimes you may need a little extra help or advice.
Below are some useful links, support and guidance, along with our Customer Service team details, just in case you can't find what you're looking for.
Our promise to you
100% Satisfaction Guaranteed
Quality is our number 1 priority, so we pride ourselves in offering a 100% satisfaction guarantee. We are happy to guarantee that all our seeds will have higher germination levels than those required by legislation and that our plants and other products will arrive in good condition.
Should any of your seed(s) fail to meet our high germination standards or not be true to type, we will happily provide a replacement packet.
If your plants or gardening equipment arrive in poor condition or are faulty, please notify us within 7 days and we will arrange for a replacement (if possible) or a full refund. In some instances, we may ask for photos of damaged plants or products.
We regret that we cannot replace or refund products affected by adverse weather conditions, pests or diseases, or offer compensation in the unlikely event of a seed mispack or germination failure.
Delivery Information
Find out everything you need to know regarding deliveries.
How much are your postal charges?
For seed only orders, the postage and packaging charge is only £2.45.
If you order non-seed items, including plants, bulbs, potatoes, garlic, onions, shallots and gardening equipment, a single postage and packaging charge of £4.95 will be added to your order, no matter how many items are ordered.
For combined orders of seed and non-seed items, there will be a joint delivery charge of £7.35 applied to your order, due to products being sent from different locations in the UK.
Do you deliver to Northern Ireland or Europe?
Unfortunately, due to checks and procedures which are now required by law as a result of Brexit, we have suspended our deliveries to Northern Ireland.
We will continue to comply with and review the regulations, and are hopeful that we may be able to send products in the near future.
If this does change, we will update this page to reflect this.
Do you deliver overseas?
Unfortunately we can no longer delivery to Northern Ireland or Europe.
How do I track my order?
To get up-to-date information and track the progress of your online order, please click here.
How will my order arrive?
Your order will be picked and packed by our dedicated team, ensuring that you receive your products in the best condition.
We're conscious of our environmental responsibilities and, where possible, we will use recyclable packaging to send your order.
If your order contains larger items, this will be delivered by Yodel. For small orders, these are often delivered by Royal Mail.
When you receive your package, it will contain a dispatch note, with details of the product that you have ordered. Please check this when it arrives to ensure that it contains everything that you expected to receive. Sometimes your order may be split into multiple despatches, and this will be clearly shown on your dispatch note.
You should receive cultural instructions when buying plants, and this will give you simple to follow instructions on how to grow and care for them, ensuring you get the best results!
If you have ordered seeds, you will receive our free trial seed and plant labels in your order, subject to availability.
Returns
Learn more about returns with D.T. Brown.
What is your returns policy?
Very occasionally, things may go wrong and you may want to return your items. Please rest assured, we will always do our very best to put things right.
Should any of your seed fail to meet our high germination standards or not be true to type, we will happily provide a replacement packet. Please click here and contact us by using the online form.
If your plants or gardening accessories arrive in poor condition, please get in touch within 7 days and we will arrange for a replacement (if possible) or a full refund. In some instances, we may ask for photos of damaged plants or products.
We regret that we cannot replace or refund products that are affected by adverse weather conditions, pests or diseases, or offer compensation in the unlikely event of a seed mispack or germination failure.
Products
Here we answer your questions regarding our high-quality products.
What happens if an item(s) is showing out of stock?
You may notice that, on rare occasions, a product may be shown as 'out of stock' on our website. Unfortunately, this does mean that the product isn't available for sale.
However, if you have placed an order with us prior to the product being shown as 'out of stock', please do not worry. The stock will be allocated to you at the time of ordering, and you will still receive it. In the unlikely event that we are unable to supply you with the product, for instance due to crop failure, we will contact you and offer a replacement or refund.
Do you offer alternative varieties?
From time to time, it may be that a product becomes sold-out or unavailable. We have an extensive range here at D.T. Brown, so it's likely that we will have an alternative for you to try.
In the unlikely event of crop failure, this may mean that we are unable to fulfill your order. If this happens, we may send you an alternative variety which will be carefully chosen that has similar characteristics and is of equal to or of greater value.
If you're unhappy with the selected substitution, please contact us and we will be happy to offer you another alternative or give you a full refund.
Order Information
Got a question about your order? Find all the answers you need here.
How long will my order take?
Orders are currently being delivered in 3-5 working days. Priority is always given to the oldest orders first, and we always endeavour to pack and despatch as quickly as possible. Please continue to visit this page for updates in despatch times.
Any live products, such as potatoes, onions, shallots, garlic, fruit or ornamentals, will be despatched at the optimal time for planting. When placing an order, we will give you an estimated date of dispatch, so that you are aware of when the product may arrive. Please note that this may be subject to change, depending on supply, weather and growing conditions.
Where is my order?
To find out the progress of your order, you can use our online order tracker to keep updated. Please click here to find out more.
How do I cancel my order?
Unfortunately we cannot cancel orders which have already been processed.
If you change your mind about the products that you've ordered, please get in touch using our contact us.
Please include your full name, address and contact details along with your order number and the details of which items you would like to amend.
How do I amend my order?
If you change your mind about the products that you've ordered, please get in touch using our contact us.
Please include your full name, address and contact details along with your order number and the details of which items you would like to amend.
Unfortunately we will not be able to make amends if your order has already been processed.
What if there are missing items from my order?
In the first instance, please check your dispatch note to see if the items stated are all included. Sometimes, particularly if buying live plants with seeds, your order may be split into multiple despatches, and will arrive separately.
Should there still be items missing from your order, please click here to complete the form, and we will process a replacement as quickly as possible for you. Or, if you would like to cancel the item(s), then please let us know by completing the form.
If an incorrect item has been sent to you by mistake, you are welcome to keep the item(s) with our compliments and we hope you, or a fellow gardener, can make use of it.
Contact Us
Not found what you're looking for? Get in touch with our friendly team.
How do I contact you?
We're here to help! There are a few ways in which you can get in touch with us, whether that's placing an order, if you have a query that needs an answer, or are in need of some gardening advice.
We're open 7-days a week, and you can contact us either:
By phone
Give us a call on 0333 003 0869 if you need to speak to us regarding an order or for more assistance. Our lines are open Monday to Friday from 8am to 6pm, and on a weekend from 9am to 5pm. Calls cost the same as calling 01 and 02 numbers and can count towards inclusive allowances on landlines and on mobiles.
Via the website
If you'd like to message us, you can send us a query via our online enquiry form. Please click here to complete the form.
Don't forget, if you have an outstanding order with us, you can click here to track your order.
By post
We love to receive post from customers, particularly if you tell us about your successes (and failures!) that you've had in the garden or at the allotment this season. You can write to us at:
Customer Services
D.T. Brown
Unit 8, St Leger Drive
Newmarket
Suffolk
CB8 7DT