Customer Service Online Chat
Do I have to create an account?
If you don't wish to create an account, that's fine - just checkout as a 'new customer'. If you would like to create an account so that you can track your order and receive special offers from us, then you can do so very quickly and easily at the end of checkout.
Can I cancel or change my order?
Our website is fully integrated with our warehouse dispatch system, so as soon as we receive your order we will start packing it for you, so unfortunately you will not be able to make any changes. If you do need to amend your order, please contact us straight away and we will do our best to cancel your order and place a fresh one. Unfortunately we will not be able to do this if you have received notification that your order has been dispatched.
If you have received your purchase and wish to cancel or change the order, please click here.
What are my delivery options?
The delivery options for a product can be found on each individual product page at the point of adding to your shopping basket.
There are 3 main options:
The delivery options for a product can be found on each individual product page at the point of adding to your shopping basket.
Under 2kgs - £2.00
3 - 5 Working Days up to 10kg in weight - £4.50
Next day delivery if ordered before 12 noon (up to 30kgs in weight) - £6.50
Please note that for heavy bulky items over 30kg or multiple orders an extra charge may be made for delivery. These charges will be determined at the point of checkout.
How do I track my order?
You will be sent an email once your goods have been dispatched with a tracking reference.
Can I use the website to reserve items in my local store?
Unfortunately we are unable to offer a reserve and collect service at the moment. Our web team are working hard to make this option possible in the next few weeks.
Am I charged for the goods as soon as I order them?
All goods are charged at the point of order and dispatched as quickly as possible.
What is your returns policy?
If you are unhappy with the products that you purchased from Cherry Lane, you can return your goods within 14 days from receipt of the product for a full refund of the original payment. It is the responsibility of the customer to ensure that the goods are returned in their original condition with the original packaging.
All returned goods must be sent via a tracked postal/ courier service (this is for your own protection). The cost of returning the goods to us will be at the expense of the customer. Cherry Lane will be happy to assist in arranging collection and return of the goods, but the cost of this will be deducted from your refund.
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Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider. Photographic evidence of damaged goods will be requested prior to any refunds being made.
Can I return an item bought from the website to a store?
Products purchased on line can be returned to any of our Cherry Lane Garden Centres, where our customer service team will be happy to honour our returns policy.
If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?
No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock.
What happens if you can't fulfil my order?
If we cannot fulfil your order, we will do our best to contact you as quickly as possible to resolve the issue. You may choose to continue with the order and wait for delivery into our distribution centre, or you may decide to cancel your order. If you do cancel an order because of our mistake we will refund the product and delivery charge in full.
Can I have different items from the same order delivered to more than one address?
No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.
Where is my nearest store?
Our Store Locator will help you find the most convenient store by town or postcode. There's also a detailed map and opening times for all stores.
View our Store Locator here.
Do your shops stock all of the items that are available online?
Not always. Our store sizes vary from town to town and the range available on the website also contain products exclusive to the website, as well as items that are too large to be carried home from stores. If you're making a special trip for something in particular, please give the store a call first to check they have it in stock - we wouldn't want you to have a wasted journey. You can find the telephone number for your nearest store in our Store Locator insert link
Can I pay using a gift voucher or gift card?
Sorry, we do not accept gift cards online at the moment, but it is something that our web team are working on. If you would like to purchase your order in one of our stores, we can accept your gift card as payment for your order there.
I'm still not sure about my query - can you help?
Please contact us.
