Categories

Garden Centre Website

Q. Can you collect from in-store?
A. Yes we offer a FREE Click and Collect service. Make your purchase online and select the Click and Collect Service. Please await contact via email to confirm that your order is ready at our in-store customer collection point for you to collect. When collecting your item you will need to bring your Order Confirmation with you to the customer collection point. This service is available 9.00-5.00 Monday to Saturday and 10.00 – 4.00 Sunday.
Garden furniture may take up to one week to be available, please check for estimated time pre-purchase on the website product purchase page. We will be in touch post purchase to update you on the likely time frame your order will be ready to collect.

Q. How quickly can you deliver?
A. Delivery times depend on the product you are purchasing, a shipping time estimate will be given on the website product page, and also depends upon which option you choose for delivery.

Q. How Quick is Next Day Delivery? (also known as Next Working Day delivery)
A. If you select Next Day Delivery, any orders we receive by 3.00pm will be delivered on the next working day. This means that if you place an order at the weekend it will be delivered on Tuesday. (Bank Holidays will also affect delivery). Sometimes circumstances beyond our control may delay delivery. In the event of a late delivery we will of course refund any additional charge you have paid for Next Day Delivery. If a delivery attempt has been made on time then the additional Next Day delivery charges cannot be refunded if you decide to return the goods. A late delivery does not of itself entitle you to cancel your order.

Q. What if I order more than one item?
A. Please check on the website product page for estimated times of delivery for each item you require. If Next Day Delivery is not available for each product we may not be able to deliver everything on time. To make sure you receive your Next Day Delivery on time, we would advise you to place separate orders.

Q. Can I have a delivery on a Saturday?
A. Delivery can be arranged at extra cost, please contact us first.

Q. Can I have a delivery on a Specific Day?
A. Excluding Sundays and Bank Holidays, if you require a specific day for delivery, then please contact us first so that we can arrange this for you.

Q. How do I notify you of difficult access for delivery vehicles?
A. If you live where the access is difficult for large vehicles, then please contact us directly to discuss, please do not just leave a note in the delivery instructions. Otherwise we will automatically assume that you authorise your order to be left at the carrier's discretion at a nearby location.

Q. How do I track my order?
A. Each delivery is given a tracking number, which is given in your confirmation email, so you can track your order via our Order Tracker on our website.

Q. Do I have to sign for the delivery?
A. We used a tracking system for all deliveries, normally the delivery will not require a signature, (unless you have contacted us to arrange a specific day delivery which in some cases a signature will be required). However if there are any damages or missing goods then we must be notified within 24 hours of the delivery.

Q. What if I refuse to accept my delivery from the carrier?
A. If you have cause to refuse your delivery from the carrier because you believe the goods maybe damaged, then you must contact us urgently so that we can advise you how to proceed. If you have just changed your mind then you will be responsible for the costs of returning the goods, unless you have been given a cancellation number.

Q. What if something is missing, how do I notify you?
A. Please check that all the items listed on the packing note of the delivery have been delivered. Please notify us by phone or email within 24 hours of the delivery if something hasn't arrived which is on the packing note.
For more information on missing goods click here.

Q. What do I do if my goods are faulty/damaged when unpacked?
A. Faults are rare, but we recommend that all goods especially seasonal electrical items e.g. Christmas, are checked on delivery to ensure they are in working order. Please notify us by phone or email within 24 hours of the delivery if something is faulty or damaged.
For more information on faulty/damaged goods click here.

Q. What if my delivery is late?
A. Trowell will always try our best to ensure that deliveries take place within the time frames offered in our delivery options on our website. If your order does not arrive when expected then you should contact us without delay within 24 hours, so that we can do our best to resolve any issues. Please note that we are not liable to provide any compensation for late or failed deliveries.

Q. I need to cancel my order before it is despatched, how should I do this?
A. We will give you a cancellation number if you cancel your order before despatch. Keep a note of this number as it is proof that you have cancelled your order in time to stop it being despatched. If you do not have a cancellation number and subsequently refuse to accept the your order that has been correctly supplied by us from our carrier then the cost of returning the order will be deducted from any refund given.

Q. Do you make deliveries to BFPO addresses?(British Forces Post Office)
A. We have a limited capability to deliver to BFPO addresses. We can only deliver products that can be sent via Royal Mail SAME DAY DESPATCH First Class Post. We cannot send any other products to BFPO addresses. If you wish we can deliver to any other mainland UK address.

 

 

Garden Centre In-Store

Q. Can I order from the website and collect in-store?
A. Yes we offer a FREE Click and Collect service. Make your purchase online and select the Click and Collect Service. Please await contact via email to confirm that your order is ready at our in-store customer collection point for you to collect. When collecting your item you will need to bring your Order Confirmation with you to the customer collection point. This service is available 9.00-5.00 Monday to Saturday and 10.00 – 4.00 Sunday.
Garden furniture may take up to one week to be available, please check for estimated time pre-purchase on the website product purchase page. We will be in touch post purchase to update you on the likely time frame your order will be ready to collect.

Q. Can you take your dog in?
A. Yes Dogs are welcome into the Garden Centre, but not into the indoor area of the Digg Cafe, the exception to this are working dogs. However all dogs are most welcome in the outdoor seating area of the cafe which is open all year round.

Q. Is there disabled access and do you supply wheelchairs?
A. Yes, we have excellent access for the disabled, our outdoor & indoor sales areas do not have any steps. The Digg Cafe has wheelchair friendly ramps to assist from one level to another. Plus we have Disabled toilet facilities. We have wheelchairs for use in the foyer, however on very busy days it would be wise to ring and book one for use.

Q. Do you Deliver?
A. Yes, please ask in store for details for price and delivery days.

Q. Do you sell gift vouchers and can they be used in the cafe?
A. Yes we do sell gift vouchers, there are three types :
1. Trowell Gift Vouchers which can be used just at Trowell Garden Centre in the Digg Cafe and also within the Natural Creations concession.
2. Trowell Digg Cafe Afternoon Tea Vouchers which can be used in the Digg Cafe only.
3. National HTA Vouchers that can be used within the Garden Centre /Digg Cafe and at participating Garden Centres.
Please note that unless stated Vouchers cannot be used in Concessions.

Q. Do you Gift Wrap?
A. Yes we can gift wrap most items, please ask in store.

Q. Are you open Easter Sunday?
A. No we have to close all day due to the Sunday Trading Act. We are also closed on Christmas day, Boxing day and New Year's Day.

Q. How do you book an Afternoon Tea in The Digg Cafe?
A. To book an Afternoon tea or Sparkling Afternoon Tea you can telephone the Garden Centre and choose the Digg Cafe Option and pay over the telephone. Or you can book directly with a Team member in the Digg Cafe itself. Alternatively you can select the Trowell Ticket and Booking page on our website where you can book and pay via the website. Please note: a minimum of 24 hours notice is required and alcohol restrictions apply to the Sparkling Tea (a non-alcoholic sparkling drink will be offered as an alternative)

Q. How do you book a table in the Digg Cafe?
A. We do not take bookings for individual tables, all enquiries for party/group bookings, please contact the Digg Cafe directly.

Q. Is Santa's Grotto open yet and do you have to book?
A. Please see in Store or our website Christmas pages for opening times. You do not have to pre-book.
Over 40 Years Trading
Free Returns in store
Secure Shopping
5-Star Service
You have successfully subscribed!