Where can I find my account number?
Please visit the My Account page, sign in and you will see your account number in the Account Overview section. It is also included on your Order Acknowledgement emails. Please quote this in any correspondence.
How can I track my orders?
Due to a change in our website platform, we are currently unable to display previous orders to customers. We're working hard behind the scenes to bring you an improved My Orders experience. We apologise for the inconvenience.
How do I change my password?
Please visit the Password Reset page, enter your details requested and click the 'Send Confirmation' button. You will receive an email, which will contain a link to reset your password.
I have moved to a new house. How do I change address details on my account?
Simply log in to your account and visit the Account Overview section to amend your details. Please note: This will not amend any orders in progress. If you have an order in progress, please Contact Us page and we will amend your order.
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. Here you will find our email contact form, 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 7 working days.
Why do I need to register/log in?
This is to help make your online shopping secure and is necessary when giving personal data or making a payment. It also enables you to track your orders, change your personal details, update your contact preferences, add product reviews and receive despatch notifications.
When do you take payment?
Payment will be taken at the time the order is placed. We accept payment for online orders by Visa (including Visa Electron), Mastercard, Maestro, Delta and PayPal. Cards are debited when the order is first processed, in order to avoid issues where credit/debit cards may expire before the date of delivery, and to keep administration costs to a minimum. Should any item become unavailable we will issue a full refund.
How can I pay for my order?
Payment for online orders can be made by credit/debit card or PayPal. We only accept payment in sterling. We currently accept all major cards except American Express.
Can I change or add to my orders?
Unfortunately, it is not possible to add to an order which has already been processed. For security reasons, your card details are encrypted on our system and cannot be seen by our team. If you would like to make an additional order then you are, of course, welcome to do so via our website. If you have ordered and received items that you no longer need, please return them to us once received. For unwanted orders yet to despatch, please see our Cancellations information.
Do you accept National Garden Gift Vouchers?
Sorry but we do not accept National Garden vouchers.
Why have items been removed from my basket page?
We apologise for the fact that items have been removed from your basket and there are several reasons for this:
- The item you have selected is no longer available.
- We are unable to send the item to your location due to restrictions.
- Cookies may have been removed/deleted from within your browser.
Why have my plants arrived earlier/later than expected?
Seasonal conditions vary and plants sometimes throw up surprises even for professional growers. Although we try to stick as closely as possible to published despatch dates, we believe that the most important thing is to send plants out as soon as they are in prime condition for despatch and this may not be quite as originally planned.
I ordered more than one item, Will the rest be arriving seperately?
Some different varieties are grown for despatch at different times. The planned despatch times are shown on the website and provided the plants respond as planned they will be despatched according to those times.
The plants are all shook up and out of the pots, will they survive?
We are sorry to hear that the plants have arrived in such a state. Hopefully, given a rest and a drink they will soon recover but if not then please do come back to us.
The roots have some type of material wrapped around them, should I remove it?
No, please leave them as they are.
The plants are not labelled, how do I know what they are?
The species and variety name of our plug plants is printed on the short side of the plastic plant tray.
How should I plant my grafted vegetables?
For grafted vegetable plugs please take care to keep the graft above the soil and keep them in a heated greenhouse or kitchen windowsill until all chance of frost has passed.
Please view our growing guides page for more information from our horti experts.
What are plug plants?
Plug plants are seedlings which have been germinated and grown in trays of small cells. When the roots have grown sufficiently, they can be pushed out of the trays and either transplanted into larger pots or planted outside in the ground depending on their size.
What's the difference in plug plant sizes?
For information on the plant sizes that we supply please view our plant sizes page.
Cancellations, Refunds & Returns
Orders for perishable and personalised goods may be cancelled up to the point of delivery but not once delivery has been made. Orders for non-perishable and non-personalised goods may be cancelled from the time the order is placed up to 14 calendar days after receipt of the goods.
How to Cancel
To exercise the right to cancel, please make a clear statement by email (using our contact form) or posted letter, including your account number, full name, address and contact phone number.
Effects of Cancellation
If you cancel your order for non-perishable or non-personalised goods after they have been delivered, please return them to us, at your own cost, within 14 days of cancellation. Please retain proof of postage. If the item is very large, we can arrange collection for you and will charge you for this at cost. We will reimburse you with all payments received, including the cost of delivery. We may make a deduction from the reimbursement for loss of value of any goods supplied if the loss is as a result of unnecessary handling by you. Please return the items in their original packaging.
The reimbursement will be made without undue delay and not later than:
- days after the day we received back from you any returned goods
- (if earlier) 14 days after you provide evidence that you have returned the goods, or
- If there were no goods supplied, 14 days after the day on which we were informed of your decision to cancel the order.
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 contact us to let us know within 14 days. Please include photos of any damage if possible and let us know how many of each plant/item were affected.
If you wish to return an item, you have up to 28 days to return it to us. You must contact us in the first 14 days to advise us that you intend to return it. We kindly request that you keep the item and the original packaging until you have received a reply from us.
All goods must be returned, with a copy of your order confirmation, reason for your return and your contact details, to: Returns, Suttons, Woodview Road, Paignton, Devon TQ4 7NG.
Damaged in Transit
If your purchase is damaged in transit, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
Defective Goods/Not up to standard
If you receive a plant that you believe is in bad condition, contact us within 14 days of its arrival. Please send us a photograph of the plant so that we can send it to our plant experts for review.
If you receive a product that is defective, contact us within 14 days to tell us about the problem. You can return it within 28 days for either a replacement or a refund.
Cancelled items or unwanted substitutions
Please return them to us, at your own cost, within 14 days of receipt. Please retain proof of postage. If the item is very large, our customer services team can arrange collection.
We hope that you will be delighted with your goods but if they arrive damaged or if you are unhappy in any way then please contact us within 14 days of receipt. We are only liable for the cost of the goods (including carriage) as quoted in our current catalogue.
If we sent you something that you did not order, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
Occasionally, items become unobtainable due to crop failure, high demand or other reasons. In this event, we may send a carefully selected alternative or, if this is not possible a full refund. Any unwanted substitutes can be returned for a full refund (including the cost of return).
Return Postage Costs and Conditions
We will not pay the costs of returning an item to us unless it is a cancelled item or an unwanted substitution.
The returning items are your responsibility until we receive them. For your own protection, we recommend you use a recorded delivery service and/or keep proof of postage.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
I received an email to say my order was despatched but I haven't received it, when will it arrive?
If your order was despatched via Royal Mail then it would have been sent as a 2nd Class package. This is a service which usually only take 2-3 days, but can, on occasion, take longer. We are sure that your order will arrive with you any day. Thank you for your patience.
What are your delivery charges?
Packet seed only will incur a carriage charge of £2.99.
All other products incur a carriage charge of £5.99.
If your order comprises of a combination of carriage charges, then a combined carriage charge of £6.99 will be applied.Live Plants
Suttons wants to ensure that all of our plants are delivered to you in the best condition for planting. Unfortunately, there are some postcodes that take longer to deliver to and therefore we cannot guarantee this, so we are sorry to advise that we do not ship live plants to the following areas; HS, IV41-IV56, KW15-KW17, PA34, PA41-48, PA60-PA78, PA80, PH40-PH44, TR21-TR25, ZE1-ZE3.
- Northern Ireland, Channel Islands, Isle of Man, Isle of Wight and Isles of Scilly & areas of Scotland with postcodes starting AB30 plus, BT, GY, HS, IM, IV1 plus, JE KA27, KA28, KW1 to KW16, PA20 to PA38, PA41 to PA80, PH10 to PH40, PH42 to PH50, TR21 to TR25 and ZE: For orders weighing less than 2kg standard carriage charge applies. Where the weight of the order is 2kg to 10kg the carriage charge is £9.99. Where the weight of the order is over 10kg the carriage charge is £14.99
- Republic of 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 £14.99.
- Very large items (marked XL): require a surcharge of £5 per item. Some very large items are only available for delivery to UK Mainland. We may need to contact you regarding delivery, so please provide a contact telephone number with all orders.
We are happy to quote for carriage of specific products to outlying areas. Some items may not be available to all areas. We reserve the right to revise any carriage charges in the event of carrier price increases or other unforeseen circumstances. We will advise you of any increased carriage charges before payment is taken.
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.
If you have any further queries, please visit our growing guides page.
Do you deliver to Europe?
We are unable to send any items, including seed, outside the UK.
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 (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