FAQs

The following is for your guidance only and does not affect the Terms and Conditions.

What methods of payment do you accept?
Heart of a Garden use PayPal and Cardsave (part of Worldpay) to process all online payment transactions.  Paypal and Cardsave are a fully secure and encrypted payment system accepting credit and debit card payments.
Please be assured that Heart of a Garden does not retain any credit or debit card details.

We also accept bank transfers and cheques. Please contact us if you wish to pay by this method.  
Please note items will not be sent until funds have cleared.
We hold a PCI DSS certificate of compliance.

Do you accept Returns?
We want you to be delighted with your purchase.  If your purchase does not meet with your total satisfaction, then you may return it to us, unused and in its original packaging and we will provide you with a full refund or exchange, whichever your preference.   The refund includes our standard cost of delivering the items to you (unfortunately, we won’t be able to refund any Next Working Day delivery charges). 
If you would like to return an item please notify us in writing at sales@heartofagarden.co.uk  within 7 days of receiving the item before returning any goodsPlease include your name, date of order and reason for return.  Returns can then be accepted by Heart of a Garden within up to 28 days of you receiving the item.
You are responsible for the return delivery costs of the goods to us.  We also strongly recommend that you send them via an insured and signed-for service as we cannot accept liability for any lost or damaged items. 
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale. 
This does not affect your statutory rights.

I have received damaged goods?  
All our products are checked prior to dispatch, however very occasionally goods can be damaged whilst in transit.  If you receive any goods which are damaged, please contact us within 2 days and we will arrange for a collection and replacement or refund.
If you are asked to sign for the goods
, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods it may not be possible to later prove that the damage occurred during transit.


My order has not arrived?
If you have not received your order, we must be notified via email within 5 days of  receiving our 'Dispatch Details' email.

I have not received all the items in my order?
If you have ordered more than one item, please thoroughly check the contents of your delivery and compare it with our delivery note to ensure that all goods have arrived. You must notify us by email within 2 days if an item has not arrived.  Please note that if you've ordered more than one item, they may be sent in more than one parcel.

What if my item is out of stock?
Should an item be out of stock, Heart of a Garden will place the item on back order.  We will contact you to let you know when it will be back in stock.  If this is not to your satisfaction then you can order a suitable alternative item or receive a refund.

The item I received is a slightly different colour/shape, size to the one shown on the website?
Many of the items we sell are handmade and therefore will vary slightly in shape, size and colour.