Shipping & Delivery

Do you offer free shipping?
Yes, we do. Orders over £100 are eligible for free delivery*.
*However, orders containing items with a surcharge (e.g., a 50L bag of soil) incur a £5 per-unit charge regardless of order value.
Which courier do you use?
At the moment, we use DHL for all of our shipments.
What shipping methods are available?
Shipping is set at £8.99. In most cases, your order will be sent via next-working-day service.
Do you offer international shipping?
We do not currently offer international shipping as standard. For a quote, please email your full delivery address to info@thegrowshop.co.uk.
How can I track my order?
Click the tracking link in your confirmation email, or enter your tracking number directly on the courier’s website.
What happens if my order is delayed or lost?
If your order is delayed or appears lost, email info@thegrowshop.co.uk or call 01923 517800. We’ll help resolve it quickly.

Orders & Payment

Can I change or cancel my order?
Yes. As long as your order has not been dispatched, call or email us and we will update it.
What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Amex) and PayPal.
How long does a refund take?
Refunds typically take 5–10 working days after processing. Shipping costs are non-refundable.

Returns & Exchanges

What is your return policy?
You can return items within 14 days of receipt if unused and in original condition.
How do I return an item?
Contact us first. Include a copy of your order number in the parcel. Return shipping costs are your responsibility unless agreed otherwise.
How long does it take to process a return?
Returns are typically processed within 48 hours of receipt.
Can I exchange an item?
Yes. Email us if you need to exchange an item ordered incorrectly.

Account

How do I create an account?
Go to Login/Register in the top-right corner and click ‘CREATE AN ACCOUNT’.
How do I reset my password?
Click ‘Lost your password?’ on the login page. You’ll receive an email to reset it.

Promotions & Discounts

How do I use a promo code?
At checkout, enter your code into the ‘APPLY COUPON’ box in your basket.
Do you offer seasonal sales?
Yes. Subscribe to our marketing emails for updates on upcoming sales and promotions.

Technical / Website Issues

Why is my payment being declined?
This typically occurs due to an issue with your payment provider. Contact them for more details.
Why has my order been cancelled?
Common reasons include payment failure, out-of-stock items, incorrect shipping info, or security checks. Contact info@thegrowshop.co.uk if unsure.

Customer Support

How do I contact customer service?
Email info@thegrowshop.co.uk or call 01923 517800.
What are your customer support hours?
Monday–Friday, 09:30–18:30.
How long does it take to get a reply?
We aim to respond within 2 working days. Follow up if you haven’t heard from us.