Ordering Online FAQ's

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  • my account
  • delivery
  • ordering online

My Account

  • Where can I find my account number?

    Please visit the Account Management page.

    You will need to sign in and then you will see your Account number at the top of the page, please quote this on any correspondence.

  • How do I change my password?

    Visit the Password Reset page. This is within the 'My Account Section'

    Enter the details requested and click the 'Continue' button.

    You will be sent an email, which will contain a link to reset your password.

  • I've moved house, how do I change address details on my account?

    Please note: This will not amend any orders in progress. If you have an order in progress please contact Customer Services Team either by using the Contact Us page or you can give them a call on 0333 043 0700 - 8:30am -5pm, Mon-Fri (Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02 and mobile providers may vary) and they'll amend your order.

  • When will I receive my plants?

    When you are adding an item to your basket you will see an estimated delivery time, this could show a few days or an estimated despatch period.

    With live plants they are often grown for a specific despatch period and you can order well in advance to secure your plants. We quality control daily our products to ensure they are growing to form and are on schedule for the despatch period given. This despatch period can change and your order will update within your Order Enquiry page within “my account”. Plus you will also be sent an email notifying you of the change.

  • How do I make a complaint?

    We are sorry that we have given cause for complaint. To send your complaint please get in touch by visiting the Contact Us page. You will then be taken to a screen where you can detail the issue. To enable us to give a full response please provide as much detail as possible.

    We aim to reply to all emails with 3 working days.

Delivery

  • What are your delivery charges?

    Orders to Mainland UK: If you are ordering packet seed, garlic, onion sets or shallots the delivery charge is just £1.99 for the entire order. If you are ordering anything else, the carriage charge is £4.99. You only pay one or the other and this charge is per order, irrespective of how many items you order.

    The Isles of Man, Channel Islands, Northern Ireland, plus parts of Scotland: for orders weighing less than 2kg the normal UK mainland carriage charge applies. Where the combined weight of the order is 2kg and above, the carriage contribution is £9.99 for the Scottish Islands, Channel Islands, Isle of Man and Northern Ireland, £7.99 for the Scottish Highlands.

    Orders to the Isle of Wight and Isle of Scilly: For orders weighing less than 2kg the standard mainland UK carriage charge applies. Where the weight of the order is 2kg and above the carriage charge is £9.99.

    Southern Ireland: for orders weighing less than 2kg the normal UK mainland carriage charge applies. Where the combined weight of the order is 2kg and above, the carriage contribution is £12.99.

    EU: We can only deliver packet seed to all countries within the EU. The carriage charge is £4.99. Items other than seed can only be delivered to addresses within the UK.

    Rest of the World: We are unable to send any items, including seed, to addresses outside of the EU.

    PLEASE NOTE: For larger items a postage surcharge per item ordered may be applicable and will be added to your basket.

    We reserve the right to contact you and advise an additional charge where necessary, and are happy to quote for carriage specific products to outlying areas.

    Some very large items may not be available to all areas.

  • Delivery of live plants, autumn bulbs, fruit and potatoes
    IMPORTANT INFORMATION ABOUT THE DELIVERY OF YOUR ORDER

    If your order includes live items such as plants, fruit or potatoes then these notes will give you vital information about their delivery.

    Our products are all grown with the utmost care and to very high standards of quality. They will be sent to you at the best stage of development for travelling and for you to grow on successfully. The items have to be despatched when they are ready, often at the rate of several thousand per day, and so we regret that we are unable to accept requests for them to be held for despatch on or after specific dates.

    Flower & Vegetable Plants
    • The delivery period shown on your order confirmation usually spans 3 weeks with the middle week being our target for despatch. As plant batches develop they are regularly checked to determine exactly when they will be at the optimum time for despatch.
    • Many factors can affect the rate of plant growth and so despatch times can vary. Most plants are sent by first class post; normally early in the week to ensure that they are delivered before the weekend although Garden Ready Plants and some perennials will be sent by second class post or carrier.
    Autumn Bulbs
    • Autumn flowering bulbs will be delivered from mid September and subject to stock can be ordered until mid November.
    • Growing instructions will be provided with each pack.
    Fruit Orders
    • Fruit Orders will be despatched during the delivery periods stated and normally take 7 to 14 working days but please allow for busy periods, particularly at the start of the despatch period.
    • Some types of fruit, e.g. strawberries and raspberries, are best despatched when dormant and so may appear dry and lifeless. However, once planted and given a little time, these plants will soon come back to life.
    Potato Orders
    • Potato Orders will be despatched during the delivery periods stated and normally take 7 to 10 working days but please allow for busy periods, particularly at the start of the despatch period.
    • Potatoes are sent from Scotland and as they cannot be despatched in freezing conditions adverse weather may cause delay

    We will endeavour to adhere to our stated delivery periods however, due to the nature of live products, this is not always possible and delays are sometimes unavoidable. As gardeners yourselves we do hope that you will understand this.

    If you are not likely to be at home when your items are due to be delivered then please let us have an alternative delivery address (perhaps a friend or neighbour). To ensure that we are able to comply with your request please inform us at least 3 weeks prior to the delivery period given.

    To track your order online please visit our website www.suttons.co.uk and log into your account. Then, simply follow the instructions given.

    When your items are delivered please unpack them as soon as possible and follow the instructions provided in the package. If for any reason you are unhappy with the quality of the items then please contact us within 14 days.

    We believe that our products are the best you can buy and we hope that they will bring you much pleasure and satisfaction.

  • When will I receive my order?

    To track your order online please visit your Order Enquiry page within 'my account' and log into your account to check the latest status of your order.

    When you are adding an item to your basket you will see an estimated delivery time, this could show a few days or an estimated despatch period.

    With live plants they are often grown for a specific despatch period and you can order well in advance to secure your plants. We quality control daily our products to ensure they are growing to form and are on schedule for the despatch period given. This despatch period can change and your order will update within your Order Enquiry page within 'my account'. Plus you will also be sent an email notifying you of the change.

  • Why have you delivered my plants early?

    We are supplying a live product and to make sure our customers receive their plants in excellent condition and at the optimum stage of development for growing on successfully. It is sometimes necessary to despatch plants a little earlier than originally planned.

    Our plants are all grown to a despatch date and the delivery period quoted in our catalogue and online when you place your order, this usually covers a 3-week period, or states a specific despatch week. However, as you will appreciate temperatures, light conditions and other factors all affect the speed at which plants develop.

  • Why have you sent me a substitute?

    We take every effort to supply the items as ordered but under exceptional circumstances we may send substitutions so that our customers are not disappointed by receiving no product at all. The substitutions are carefully chosen to be as similar as possible to the original item.

    If you are not happy with a substitute that you have received then please return it to us for a full refund.

  • I'm going on holiday, can you delay the delivery of my plants please?

    Our plants and other live products are all grown with the utmost care and to the highest quality standards. They will be sent to you at the best stage of development for travelling and for you to grown on successfully. The items have to be despatched when they are ready, often at the rate of several thousand per day, and so we regret that we are unable to accept requests for them to be held for despatch on or after certain dates.

    If you are not likely to be at home when your items are due to be delivered then please let us have an alternative delivery address (perhaps a friends or neighbour). To ensure that we are able to comply with your request please let us know at least 3 weeks before the delivery period given.

  • My plants have arrived - what do I do with them?

    As soon as your plants arrive please carefully unpack them and check that the compost is moist. Should the compost be slightly dry then water carefully using a small watering can and allow to drain.

    Stand the plants in a light, warm place. Provided they are kept moist they will happy like this for up to 3 days whilst you decide where to plant them.

    For planting directly into the garden, ensure that the soil has been dug over and lumps broken down, then plant straight into their flowering position. In areas where the existing soil is poor, incorporate a good handful of compost into each area you are planting. Once planted don't forget to give your plants a drink and protect them from any slugs and snails that may appear.

    To achieve that stunning display, please make sure that you regularly check your plants to ensure that they have adequate water, and feed regularly.

    When planting containers, mix a slow release plant food into the compost. They will then need less attention throughout the winter.

    Watering below the foliage canopy of the plants will reduce marking and damage to the flowers. Removing the dead and damaged flower heads will not only improve the appearance of the plants, but will also prevent the plant putting energy into seed production and ensure that more flowers are produced.

    We hope that the plants will give you much pleasure and be a delightful addition to your garden.

  • What is your returns policy?

    All Suttons products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, please let us know within 14 days.

  • Do you deliver to Europe?

    We can deliver packet seed to all countries within the EU. The carriage charge is £4.99. Items other than seed can only be delivered to addresses within the UK.

    Our full range of seed is available on the website.

    We are unable to send any items, including seed, to addresses outside of the EU.

  • Can you deliver to non EU addresses?

    I confirm that we are able to send packet seed to all addresses within the EU however we are not able to send any items to addresses outside of the EU.

  • Can I register with a UK address and have goods delivered overseas?

    You can register an account with a UK address and have packet seed (only) sent to another EU address. The carriage charge will be £4.99, irrespective of the number of packets ordered. Your order will normally be sent by Royal Mail Airmail.

    Please follows these steps:

    • Register or sign into your account
    • Choose your items and place them in your basket (packet seed only)
    • Proceed to your basket and check you have everything
    • Enter your offer code if you have one
    • Proceed to checkout
    • Select your delivery country from the drop down menu and click on "create"
    • Complete your delivery address details in the pop up box
    • Add any special delivery instructions and complete your payment details
    • Once payment is completed you will receive a confirmation email
    • Thank you for your order.
  • Can I have some items delivered to me and some items delivered to a different address?

    If you wish to have items delivered to different addresses, then a separate order will need to be placed for each address. A delivery charge will be made for each order.

    To send all items ordered to one delivery address please follow these steps:

    • Register or sign into your account
    • Choose your items and place them in your basket
    • Proceed to your basket and check that you have everything
    • Enter your offer code if you have one
    • Proceed to checkout
    • Select your existing delivery address or click on "create" to make a new one
    • Complete your delivery address details in the pop up box
    • Add any special delivery instructions and complete your payment details
    • Once payment is completed you will receive a confirmation emails
    • Thank you for your order.

Ordering Online

  • How do I order online?

    To use our website simply browse through the products until you find what you would like to buy and then add the item to your basket. You can then either continue shopping or go to the checkout to complete your order.

  • Why do I need to log in?

    This is to help make your online shopping safe and secure and is necessary when giving personal data or making a payment. It also enables you to track any orders and to change your personal details online, update your contact preferences, add product reviews and receive despatch notifications.

  • How can I pay for my order?

    Payment for online orders can be made by credit/debit card or Paypal.

    Currently we accept all major cards except American Express.

    We only accept payment in sterling.

  • Can I pay by Paypal?

    We are pleased to confirm that we have introduced Paypal as an additional payment option for our customers, making shopping with us even easier than before.

    If you wish to pay for the items in your shopping basket using Paypal, simply choose this method of payment when you checkout, click the button and you'll be briefly redirected to Paypal where you enter your details. Upon successful completion you'll be brought back to our website where you'll then see your 'Order Acknowledge' page confirming your transaction was successful.

  • Do you accept National Garden Gift Vouchers?

    Sorry but we do not accept these vouchers. Instead, payment can be made by cheque, credit or debit card.

    We do sell Electronic Gift Vouchers and they make the ideal present for friends and family with an interest in gardening all year round. The evoucher will be sent to you which you can forward to a friend. Vouchers available from £10

  • When do you take payment?

    Payment is taken at the time the order is placed, irrespective of whether it is made by cheque or credit/debit card.

  • What is your address/telephone numbers?
    • Suttons
    • Woodview Road
    • Paignton
    • Devon
    • TQ4 7NG

    Order Online or call 0844 326 2200 - 24hrs a day, 7 days a week. Charges to 0844 numbers cost 5p per minute plus your telephone company's access charge.

    Customer Services call 0333 043 0700 - 8:30am -5pm, Mon-Fri. Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02 and mobile providers may vary.

    Product or other query Email Customer Services.

  • How do I send you an email?

    The extensive collection of articles within our KnowledgeBase will answer most questions however, if you cannot find what you are looking for then please contact us.

    Please provide as much detail as possible including your account number, order number or postcode. This will enable us to find your account and to then answer your question.

    We aim to answer emails within 3 working days although this may be slightly longer during the peak gardening season.

  • Why do you use an 0844 telephone number?

    I confirm that our telephone number is a non-geographical local rate number and calls from a standard BT line will cost 4p a minute, at any time of day. Call costs from other providers and from mobiles may differ. As a business we do not make any profit from these calls.

    Using a non-geographical number allows us to better manage our calls and therefore to provide our customers with a high level of customer service. For example, our 0844 numbers enable callers to contact us 24 hours a day, 7 days a week.

    If you do not wish to call the 0844 number then we can be contacted via our website or by post at the address given in our catalogue.

  • What special offers are available?

    You will find offers throughout our website but have created a offers page for you to browse. Do also make sure to register to our newsletter for the most up-to-date and exclusive offers.

  • Why have items removed from my basket page?

    We apologise for the fact that items have been removed from your basket. The reason for this will be either due to the item that you have selected no longer being available or because we are not able to send that particular item to your address. If you have a non UK address but are within the EU then we are able to accept orders for packet seed but for no other items. If your address is outside of the UK then we regret that we are not able to supply any items.

    Also, this could be due to cookies having been removed/deleted from within your browser.

Last updated 19/07/2016

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