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Frequently Asked Questions (FAQs)


Here's a list of our frequently asked questions including deliveries, discounts, gift vouchers and more.


DELIVERY

Do you deliver overseas?

  • Sorry, we don’t currently deliver outside of Great Britain. Click here to see further delivery information.

When will my order be delivered?

  • We’ve updated our processes so that we can deliver your order to you as quickly as possible. Please note: Your order might arrive in multiple deliveries depending on the item.

    Items shipped separately include bedding, bulbs, compost, selected pots, seeds and items shipped directly from our trusted suppliers. All other items will be grouped and sent out to you within the longest lead time.

    Please refer to your order confirmation email for dispatch lead times.

Will someone call me before delivery?

  • Our drivers are unable to call you before delivery.

Can I choose a delivery time slot?

  • Sorry, we currently don’t offer a scheduled delivery service.

I’ve received part of my order, when will the rest of my items arrive?

  • We're always keen to get your order to you as quickly as possible, so, even though you only pay one delivery charge, we may split your order into different shipments.

    Items which arrive separately within our range are bedding plants, bulbs, compost, selected pots, and seeds.

    With each shipment, you'll receive a separate dispatch email so you'll know the goods are on the way. Check your confirmation email to find out when items shipping directly from our specialist suppliers are due to be delivered.

    Full details of how we plan to dispatch your order can be found on your confirmation email; however if you'd like help to find out when the balance of your order is due to arrive, please contact us with your order number.

    email: customerservices@crocus.co.uk

    telephone: 01344 578 000. Lines are open from 9am to 5pm, Monday - Friday (except bank holidays).

Can I cancel or amend my order?

  • Please note once your order is being processed, we cannot amend or cancel your order. You can check the status of your order by logging into your account and going to the ‘My orders’ section. If it is not possible to cancel your order we will deliver your order as agreed and you can return it once it’s been received. This does not affect your cancellation rights.

What are my cancellation rights?

  • In accordance with the Consumer Contract Regulations 2013, you have the right to cancel your contract with us and receive a full refund if you request cancellation within 14 calendar days after receiving the goods. Please note we do not refund the original delivery cost or cover the expenses of returning the goods. Your right to return does not extend to goods that have been customised, personalised, or are non-returnable due to their nature, or are liable to perish or deteriorate quickly. If you intend to exercise your cancellation right, it is your responsibility to retain possession of the goods and ensure their proper care.

    To exercise your right to cancel, you must notify us of your decision to cancel the contract through a clear statement including your name, physical address, order details for the cancellation, and, if available, your phone number and email address.

    If you wish to cancel your order, please visit our contact us page.


DISCOUNTS & OFFERS

How do I add a buy 2 get 1 offer to my basket?

  • Please select the option of 2+1 free which will automatically add the offer to your order. If you select the individual item multiple times, the discount won’t be applied.

    If you have any concerns please email us on customerservices@crocus.co.uk

Can I use multiple discount codes?

  • No, only one discount code can be applied per order.


GUIDES

Do you have a planting guide?


POOR QUALITY PLANTS OR PRODUCTS

What do I do if I’m not happy with the quality of my plant or item?

  • If you’re unhappy with the quality of any of the items you’ve received, please email your concerns to customerservices@crocus.co.uk along with supporting photos and we’ll get back to you.


GIFT VOUCHERS

Do you accept gift vouchers?

  • We accept Crocus gift vouchers only. You can purchase Crocus gift vouchers online or over the phone, which are emailed directly to the recipient of your choice on a chosen date.

How do I redeem a Crocus gift voucher?

  • Redeeming Crocus gift vouchers is easy:

    - Visit www.crocus.co.uk.

    - Choose the items you want and add to your Wheelbarrow.

    - When you're ready, go to Your Wheelbarrow to check out.

    - On the Payment page, enter your unique gift voucher code to spend your gift voucher.

    Please note: We can't give change on gift vouchers, so make sure that the items you'd like to purchase are a higher value than your gift voucher.

    Gift vouchers are valid until the expiry date shown.

Can I use more than one gift voucher per order?

  • We can only accept one Crocus gift voucher per order. If you have multiple gift vouchers please email customerservices@crocus.co.uk quoting your unique gift voucher numbers and we will be happy to merge them into one.


VIEWING PLANTS BEFORE PURCHASE

Can I visit your nursery and take a look at the plants before I order?

  • We’re a fully working nursery so due to health and safety concerns it isn’t possible to visit us.


CHARITY DONATIONS

Can I ask for a donation to a charity?

  • We receive hundreds of letters and emails with regards to supporting various charities and fundraising activities, making it very hard for us to decide which charities and organisations to support. Therefore, the Crocus directors feel the only way to be fair is to support our own chosen charity and are therefore unable to provide donations.


WHOLESALE CUSTOMERS

Can you provide price lists and/or quotes?

  • Sorry, we don’t provide price lists or quotes. All plants and products we have available can be found on our website along with their prices and availability. Payment must be made at the time of purchase via a credit or debit card.

    Our standard UK delivery charge is £5.99 per order, irrespective of the number of items on your order. Please note we don’t currently deliver outside of the UK.


INVOICES

Can I get a VAT invoice?

  • Once you’ve received your order, please email customerservices@crocus.co.uk and request a VAT invoice. Please note we’re unable to provide a VAT invoice before your order has been shipped.


BORDER DESIGN

Do you do design borders?


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