Don't worry, we're still delivering! Our delivery times have been adjusted to account for minor delays during these unique circumstances but we will get your order safely to you come what may!

Frequently asked questions

Placing your order

How can I order?

You can order through this website or you can call us and we'll be happy to create the order for you.

Will my item have a warranty?

We're proud to offer a 2 year warranty on all our products. If you notice that your product is faulty, just contact us and we will sort this for you. Please note that damage due to misuse of the product would not be covered by the warranty.

Delivery

How will my items be delivered?

Alice's Garden UK partners with several companies in order to deliver the right service in accordance to that indicatedby the customer (front door or room of choice), and the estimated timescale specified on the individual product.

A next day deliveryservice may be proposed on the checkout page,and you will have to pay an additional cost for this service.

Depending on the products you order,there may be various delivery options available, at different prices.These options are displayed clearly on the checkout page before you place your order.

Two Man Nominated Day (FREE)

If Our delivery partner will contact you and propose a delivery date within 2 to 5 working days. The day prior to the confirmed delivery date, you will receive a 3-hour ETA by SMS and/or email. On the day of delivery, you will receive a courtesy call 30-60 minutes prior to your designated ETA. If your product is in pre-order, our delivery partner will contact you the day after it arrives into stock to book delivery.

Please note that if you are not home on the first delivery attempt, or if delivery is cancelled or amended after 11.00am the day prior, additional charges will apply for any subsequent delivery attempts. Delivery will be made to your room of choice.

Two Man Next Working Day (£29.99)

If If you order before midday on a weekday, your order will be delivered on the next working day. The evening prior to the delivery date, you will receive a 3-hour ETA by SMS and/or email. On the day of delivery, you will receive a courtesy call 30-60 minutes prior to your designed ETA. If your product is in pre-order, it will be delivered the day after it arrives into stock.

*Please note that if you are not home on the first delivery attempt, or if delivery is cancelled or amended after 11.00am the day prior, additional charges will apply for any subsequent delivery attempts.
Delivery will be made to your room of choice. 

Standard (FREE)

Front door delivery within 3-5 working days for orders placed before 12 pm on weekdays. You will receive a text on the morning of your delivery day and will be informed of your 1-hour delivery window. If your product is in pre-order, it will be delivered the day after it arrives in the warehouse as we are still awaiting the stock.

Next Day (£9.99)

    If you order before midday on a weekday, your order will be delivered on the next working day to your front door. You will receive a tracking email once your item has left the warehouse and, depending on
the carrier, you may receive an SMS and/or email with interactive delivery options and a delivery ETA. If your product is in pre-order, it will be despatched the day after it arrives into stock.

*Free delivery is only available to mainland UK addresses and does not include the Scottish Highlands, Channel Islands, Isles of Scilly, Isle of Man, Isle of Wight, Shetlands, Northern Ireland and the Republic of Ireland.

We are able to deliver to the following postcodes but please be aware that additional carriage charges may apply: AB, BT, DD, DG, EH, G, GY, HS, IM, IV, FK, JE, KA, KW, KY, PA, PH, PO, TD, TR and ZE. Any extra delivery fees will be displayed at checkout before you have placed your order.

 

How long does it normally take for my items to be delivered?

The estimated delivery time is indicated at the checkout page.
For most products, we can deliver on the next weekday if you order before 12pm Monday-Friday. You may have to pay between £9.99 and £19.99 for this service.
There will also always be a free standard delivery option at the checkout. In this case it may take from 2 to 6 working days before you receive your product. Again, this will be highlighted at the checkout page.

Do I have to stay in all day waiting for my delivery?

At the checkout, you can insert some instructions for the driver, so he can potentially leave the product somewhere safe if no one is in. For example, you may ask for the driver to leave the product with a neighbour or in your garden. The driver will take a picture of where the product is left and you will be responsible for it until you get home.

Can I track the status of my order and delivery?

If you log in to your account on our website, you will be able to track the status of your delivery. In addition to this, you will receive SMS texts and emails by the delivery company.

Can you deliver the products to the room of my choice?

You can choose this service at the checkout. All delivery options and prices will be made clear before you complete your order.

Is there any reason why Alice's Garden may not be able to deliver a product to the room of my choice?

Delivery to the room of your choice is only offered for the largest products. Sometimes, it may be too difficult to access the room of your choice due to numerous steps, narrow pathways, or tight turns.
If we are unable to deliver the product to the room of your choice, we'll offer to deliver it as close as possible - the bottom of the stairs for example.

Which postcodes can Alice's Garden deliver to?

Free delivery is only available to mainlandUK addresses and does not include the Scottish Highlands,Channel Islands, Isles of Scilly, Isle of Man, Isle of Wight, Shetlands, Northern Ireland and Republic of Ireland.

We are able to deliver to the following postcodes but please be aware that additional carriage charges may apply: AB, BT, DD, DG, EH, G, GY, HS, IM, IV, FK, JE, KA, KW, KY, PA, PH, PO, TD, TR and ZE. Any extra delivery fees will be displayed at checkout before you have placed your order.

Can you deliver to other countries in Europe?

Alice's Garden also delivers to France, Belgium and Spain, just click on the relevant flag at the top of the website's homepage and you will be redirected to the relevant website. The prices will be different, and you will deal with a different customer service team.

Can I delay my delivery?

This will depend on the status of your order. If you contact us whilst you are placing your order online, then we will be able to ensure that your products won't be dispatched on the day of your order, or the day after. We would then decide the date of dispatch of your product together.

Can I change a delivery date that I have already agreed to?

This will depend on where your items are. Please call our customer service team and we'll do our best to help.

Can I change my delivery timeslot?

Unfortunately not, as the driver's route has already been planned. You can still give us a ring, and our customer service team will book another date for your delivery. Please bear in mind that you may be charged additional fees for this second delivery.

When I order more than one item, will they all be delivered at the same time?

If your items are in different categories (Category 1 for small items and Category 2 for large items), they will not be delivered at the same time - 2 different delivery companies will be involved.
If your products are both within the same category and are both currently available - not as pre-orders - then we will be able to deliver both items at the same time. If one of your items is only available as pre-order, then please contact us and we will sort this out for you.

My driver was great, how can I say thank you?

We would be glad to hear from you! You can leave us a review on TrustPilot, and spread the love via Facebook, Twitter or Instagram.

I've ordered the wrong product, what should I do?

We can organize collection, but return shipping fees will be deducted from your refund.

Refunds

Will I get a refund if I return my product?

If you're not happy with your product, you must send us a notice of cancellation within 14 days of delivery in order to receive a refund. You don't need a reason. You may simply change your mind. You will, however, need to pay the return shipping costs.

How can I return my product?

The easiest way to let us know that you would like to cancel your order is fill in this cancellation form, or to contact our team either on the phone or by email. Here is the information we would need from you:

You have 2 options to return your products:

1) You may organise the collection and delivery to our warehouse.

Please send the products to the following address:

ESPACK EUROLOGISTICA
UNIT 4, MERRYHILLS ENTERPRISE PARK
PARK LANE
WOLVERHAMPTON
WV10 9TJ

2) Our customer service team can organise the collection and delivery to the warehouse. Return shipping fees will be deducted from your refund. Please get in touch with us and we'll organise this for you.

What should I do to ensure that I get a refund?

You can unpack and inspect the product properly before making your decision, however all goods returned or exchanged must be in their original condition (i.e. not used, packaging in original condition). Any damage to goods/ packaging, or any sign of use, may result in a reduced refund to you. We accept no liability for goods lost or damaged in transit back to our warehouse. If you have not used the product and it is returned in the original packaging, you will receive a full refund.

When will I receive the refund?

We will process your refund within 7 days of reception of the goods in our warehouse. Please note that the delivery company may take some time before they bring the product back to our warehouse after collecting the product from your home.

Faulty Products and Warranty

Is there a warranty on the products I've bought from Alice's Garden?

Alice's Garden is proud to offer a 2 year warranty on all its products. If you notice that your product is faulty, just contact us and we will sort this for you. Please note that damage due to misuse of the product would not be covered by the warranty.
You will have to send us a picture or a video and explain to us in detail what the issue is, mostly to ensure that we fully understand what's wrong and send the right part. Depending on the situation, we will send you spare parts, or exchange your faulty product with a new one.

How can I activate my warranty?

After purchasing one of our products, you need to activate your warranty by completing the warranty activation form.

Which payment methods do you accept?

You can pay either by credit card (Visa/MasterCard), with Paypal, or by bank transfer - and this doesn't cost you any extra.
If you pay by bank transfer, we will dispatch your order as soon as we have received your payment.

 

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