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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 years warranty on all our products. If you notice that your product is faulty, just contact us and we will sort this for you.

Delivery

How will my items be delivered?

Your items will be delivered by one of our delivery partners. There are several options to choose from at the checkout. Depending on the product, your order will be allocated to a different type of delivery company with option to add next day for an additional charge (most of the time). Also, please note that we dispatch our products only on working days (Monday to Friday).

BJS one man next day delivery (FREE)

If you order before 12pm on a weekday you will receive your product this next weekday. The day before your delivery BJS will let you know which 3 hour delivery time slot you have been allocated to. They will also and will contact you 30-60 minutes before the delivery. 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.

BJS 2 man standard delivery (FREE)

If you order before 12pm on a weekday, you will receive your product between 3-5 weekdays. The day before your delivery BJS will let you know which 3 hour delivery time slot you have been allocated to. They will also and will contact you 30-60 minutes before the delivery. 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.

BJS two man next day delivery (£19.99)

If you order before 12pm on a weekday you will receive your product this next weekday. The day before your delivery BJS will let you know which 3 hour delivery time slot you have been allocated to. They will also and will contact you 30-60 minutes before the delivery. 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.

XDP Standard delivery (FREE)

Front door delivery within 3 working days for orders placed before 12pm on a working day. You will receive a text on the morning of your delivery day and be informed of your 2 hour delivery window. Please note that 90% of the orders are delivered before 2pm with XDP. 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.

XDP Next day delivery (£9.99)

Next working day front door delivery for orders placed before 12pm on a working day. You will receive a text on the morning of your delivery day and be informed of your 2 hour delivery window. Please note that 90% of the orders are delivered before 2pm with XDP. 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.

ParcelForce Express 48 (FREE)

Front door delivery within 2 working days for orders placed before 12pm on a working day. You will receive a text on the morning of your delivery day and 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.

ParcelForce Express Next Day (£9.99)

Next working day front door delivery for orders placed before 12pm on a working day. You will receive a text on the morning of your delivery day and 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.

Our customer service team also remains available to answer your questions by email or on the phone.

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

The estimated lead time is indicated at the checkout page.
For most products, we can deliver on the next weekday if you order before 12pm on a weekday. 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?

In the checkout, you can insert some instructions for the drive, 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 the product where it 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 in the room of my choice?

If your product is delivered with BJS 2 man service (this will be clear in the checkout), then it will be delivered to the room of your choice.

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

Delivery to the room of your choice is only offered for the largest products. Sometimes, we may not be able to bring the items to the room of your choice - it may be too difficult to access due to numerous steps, narrow pathways, or tight turns.
If we are unable to deliver the product into 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?

We offer delivery accross the UK (excluding Scottish Highlands, Channel Islands, Isles of Scilly, Isle of Man, Isle of Whight, Shetlands, Northern Ireland and Republic of Ireland).

We regret that we cannot deliver to the following postcodes in the UK:
GY, JE, TR21-25, IM1-9, IM99, AB, BT, KY, PH6-16, FK14-21, IV, HS, EH35-40, EH42-46, PO30-PO41, KA27-28, KW, PH, ZE, TD1-8, TD10-14, DD, FK, KY, PA.

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 or on the next day of your order. 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 have 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 part of different categories (Category 1 for small items and Category 2 for large items, see 1st question of the Delivery paragraph above), then they will not be delivered at the same time - 2 different delivery companies will be involved.
If your products are both part of the same category and 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-orders, 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?

You can contact us and we will swap your product for the one you need. We fully refund your product, but you will be charged for the return shipping fees. It is important that you keep the item you want to exchange and its packaging in its original condition. If you use it, we won't be able to resell it as a new product and we won't be able to fully refund your purchase.

Please see below an estimation of cost for exchanging your product if you ordered the wrong one or just changed your mind. It assumes delivery of a new product that is of similar volume in m³ as the product that needs to return to our warehouse.

 

Total volume of the packs in m3 Estimated return shipping fees
0 to 0.3 £40
0.3 to 0.5 £70
0.5 to 1 £90
1 to 2 £120
2 to 4 £200

 

Cancellation and returns

Will I get a refund if I return my product?

If you're not happy about 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 contract 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:

  • Email address
  • Order date
  • Goods reception date
  • Your name
  • Delivery address
  • Goods that you would like to return

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 follwoing address:

ESPACK EUROLOGISTICA
UNIT 4-5, MERRYHILLS ENTERPRISE PARK
PARK LANE
WOLVERHAMPTON
WV10 9TJ

2) Our customer service team can organise the collection and delivery to the warehouse. Please get in touch with us and we'll organise this for you.

How much will I have to pay for the return shipping fees if I've changed my mind?

If you choose option 2) above (Alice's Garden organises the return of your product to our warehouse), then we estimate the return shipping fees as follows:

 

Total volume of the packs in m3 Estimated return shipping fees
0 to 0.3 £40
0.3 to 0.5 £70
0.5 to 1 £90
1 to 2 £120
2 to 4 £200

 

 

In order to calculate the volume of your product, please use the below formula. The formula is applied to a product that has 2 boxes. you need add as many boxes as there are for your product.
Volume calulation formula: length of box 1 x width of box 1 x height of box 1 + length of box 2 x width of box 2 x height of box 2 = Total volume of the packs in m3.
Here's an example with the Pluton :
Total volume of the pluton = 1.35 x 0.19 x 0.57 + 1 x 0.315 x 0.1 = 0.196
The return shipping fee for the Pluton is therefore estimated at £40.
You can find the dimensions of the packs of the product page in the product specifications.

 

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 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.Where 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 make your refund within 14 days of reception of the goods in our warehouse.
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 years warranty on all its products. If you notice that your product is faulty, just contact us and we will sort this for you.
You will have to send us a picture and explain us in details the issue, 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 on 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 or 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.

Be confident!

2 year Warranty

2 year Warranty

Free delivery on all products

Free delivery on all products

Secure payment by Norton - Symantec

Secure payment by Norton - Symantec

Our customers love us

Our customers love us

Be happy!