At Fresh Gardenly, we are dedicated to bringing the joy of gardening to your doorstep. We understand that a beautiful garden is cultivated with care, and we extend that same care to every aspect of your shopping experience. Our Shipping and Returns policies are designed to be clear, fair, and straightforward, ensuring you can shop with complete confidence.

Shipping Information

We are thrilled to ship our quality garden products globally (excluding Asia and a few select remote regions).

Order Processing: Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment. You will receive a confirmation email with tracking information once your order is on its way.

Shipping Methods & Times:

  • Standard Shipping (£12.95): We ship via trusted carriers like DHL or FedEx. Your order will typically arrive within 10-15 business days after it has been dispatched from our warehouse.
  • Free Shipping: For orders over £50, we offer free shipping via EMS. Delivery typically occurs within 15-25 business days after dispatch.

Please note that these timeframes are estimates and can be affected by factors beyond our control, such as customs processing.

Our Returns & Exchanges Policy

We want you to be utterly delighted with your Fresh Gardenly products. If your purchase isn’t perfect, we offer a 15-day return or exchange policy from the date you receive your items.

Important Note on Non-Returnable Items:
To ensure the health and safety of all our customers, we cannot accept returns or exchanges on the following items once they have been opened or used due to hygiene reasons and their customisable nature:

  • Cages & Netting: These items are often cut to a specific size and cannot be resold.
  • Cold Frames & Garden Cloches: We cannot accept returns on products that have been assembled or used.

Eligibility: To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You’ll also need your original receipt or proof of purchase.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receiving your order, please email our friendly customer care team at [email protected]. Use the template below to ensure we have all the information we need to help you quickly.
  2. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation number and instructions on where to send your parcel. Please do not send anything back without this number.
  3. Pack and Ship: Securely pack the item(s) in their original packaging, include your Returns Authorisation number inside the package, and ship it to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item sent).
  4. Processing: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange within 5 business days.

Return & Exchange Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Fresh Gardenly Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Order]
Product Name(s): [Name of the product(s)]
Reason for Return/Exchange: [Please provide a brief reason]

I confirm that the item(s) are unused and in their original packaging.

Please advise on the next steps.

Thank you,
[Your Full Name]
[Your Phone Number (optional)]

Refunds

After we have received and approved your return:

  • Timing: Your refund will be processed within 5 business days. Please allow additional time for the refund to be reflected in your original payment method, depending on your bank or payment provider’s processing times (typically 5-10 business days).
  • Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). We cannot offer refunds to an alternative payment method or as store credit.
  • Shipping Costs: The cost of original shipping is non-refundable. Return shipping fees are deductible from the refund amount unless the return is a result of our error.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. If you are exchanging an item for one of a higher value, you will be charged the difference. For items of lower value, we will refund the difference.

Any Questions?

We’re here to ensure your experience with Fresh Gardenly is as pleasant and rewarding as your gardening. If you have any questions about our returns or shipping process, please don’t hesitate to contact our friendly team at [email protected].

Happy Gardening!
The Fresh Gardenly Team