Frequently Asked Questions

Yes — we offer a free Click & Collect service from the main store.

• Available: Monday–Saturday 9:00–17:00, Sunday 10:00–16:00.
• We’ll email you as soon as your order is ready to collect.
• Please bring your order confirmation (and photo ID if requested).

Some larger items such as garden furniture may take up to one week to be ready. Estimated times are shown on the product page.

Please contact us as soon as possible if you need to cancel.

• If we cancel before dispatch, we’ll issue you a cancellation number — keep this as proof.
• If you refuse a correctly supplied order on delivery without a cancellation number, the return carriage cost may be deducted from your refund.

Yes. We reuse boxes and packaging from our store deliveries wherever possible to reduce waste and keep costs down.

Your parcel may arrive in a box with different branding or labels, but the contents will always be your Trowell order, safely packed and protected.

Delivery speed depends on the product and the delivery option you select at checkout:

• Standard: usually 3–5 working days.
• Express: usually 1–2 working days (Monday–Friday).
• Large or heavy items: typically 3–10 working days.

Estimated delivery times are shown on each product page and again during checkout.

Where available, you’ll see an Express (1–2 working days) option at checkout. Orders placed after the daily cut-off, or on weekends and bank holidays, are dispatched on the next working day.

Saturday and specific-day deliveries may be possible for an additional charge.

Please contact us before placing your order so we can check options with the courier for your address.

Once your order has been dispatched, you’ll receive an email with your tracking number. You can then track your parcel via the courier’s website.

If you have restricted or difficult access (narrow lanes, height limits, no turning space, etc.), please contact us before ordering so we can discuss options.

For complex access, please don’t rely solely on the delivery instruction box.

Please check the packing note included with your parcel. If an item on the note is missing, contact us within 24 hours of delivery by phone or email so we can investigate and resolve the issue quickly.

If the parcel looks damaged when it arrives, you may refuse the delivery or sign as “damaged” where possible, then contact us straight away.

If you only notice damage after opening, please contact us within 24 hours of delivery, ideally with photographs. We’ll arrange a repair, replacement or refund as appropriate.

If your order hasn’t arrived within the expected time frame, please contact us within 24 hours. We will liaise with the courier and update you as soon as possible.

Yes. For certain larger or heavier items, we offer a local van delivery service from Trowell Garden Centre using our own vehicles. These products are marked “Local Delivery Only” on the product page.

To see eligible postcodes and current prices, please visit our Local Delivery page:

View Local Delivery Postcodes & Rates

Most new, unopened items can be returned within 30 days of delivery for a refund, provided they are unused and in their original packaging.

Orders placed during November and December benefit from an extended return window until 31st January of the following year.

Full details can be found on our Returns & Refund Policy page.

If you’ve changed your mind, return postage is your responsibility. We recommend using a tracked service and keeping your proof of postage.

If an item is faulty, damaged or incorrect, please contact us first — we’ll advise on the best way to return or resolve the issue and may provide a returns label where appropriate.

Once we receive and inspect your return, we aim to process refunds within 48 hours. Depending on your payment provider, it may take up to 10 days for the funds to appear in your account.

Yes — dogs are welcome throughout most of the Garden Centre. The only exception is the indoor area of the Digg Café, but dogs are welcome in the outdoor seating area.

Yes. Our indoor and outdoor areas are step-free, and the Digg Café has ramps between levels. We provide disabled toilet facilities and have wheelchairs available for customer use in the foyer.

Yes, we offer:

• Trowell Gift Vouchers – usable in the Garden Centre, Digg Café and selected areas.
• Afternoon Tea Vouchers – for use in the Digg Café only.
• National HTA Vouchers – accepted at Trowell Garden Centre and other participating garden centres.

Some concessions may not accept vouchers unless clearly stated.

Yes — many items can be gift-wrapped. Please ask a member of the team in-store.

You can book Afternoon Tea by:

• Calling the Garden Centre and selecting the Digg Café option.
• Booking directly with a team member in the Digg Café.
• Using our online Tickets / Booking page (where available).

A minimum of 24 hours’ notice is required. Alcohol restrictions apply to sparkling options, and a non-alcoholic alternative is available.

We have limited ability to deliver to BFPO addresses. We can only send items that qualify for Royal Mail First Class services. Large or heavy products cannot be sent to BFPO locations.

Our team is always happy to help with orders, products or general enquiries:

Phone: 0115 932 6920
Email: care@trowellgardencentre.co.uk