Coronavirus Update

 

Throughout this pandemic, our primary concern has been the safety of our staff, customers and partners.

Early planning with our suppliers and couriers has enabled us to deliver a near normal level of service and we feel extremely lucky to have remained fully operational throughout the lockdown.

Our amazing team have worked extremely hard 24/7 to provide full communication support for our customers via phone, email and social media. Throughout the pandemic, customers have shared many heartbreaking and heartwarming stories with us, and we feel privileged to offer our continued support.

Following the Government's coronavirus guidelines, we were early adopters of a 5-point action plan for working safely, which we introduced to protect our staff, customers and partners.

 

The plan has so far included:

  • Undertaking a comprehensive Covid-19 Risk Assessment
  • Development of cleaning, handwashing and hygiene procedures to protect staff, partners and customers
  • Supporting working from home measures
  • Implementation of social distancing measures for everyone at work to help reduce social interaction between people (this involves staying 2 metres apart for all operational procedures such as picking, packing and loading courier vehicles)
  • Courier working partnership to ensure all parcels are delivered safely

 

These measures have been designed to keep us all safe and so at Garden Selections, we thank our partners for their continued support and cooperation, our staff for their unstinting hard work and all our customers for their continued loyalty and understanding.

Take good care,

Julian Slocock
CEO

 

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FREQUENTLY ASKED QUESTIONS

 

As the pandemic situation constantly evolves, we have collated some of our most frequently asked questions to keep our customers informed.  This page will be updated frequently but if your question is not listed below, please contact our Customer Experience Team for help.

 

Can I still place an order online and have it delivered?

Yes, of course. We are following government advice closely and are still operating as normal.

 

Can I still receive delivery of parcels?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is currently understood that these types of viruses don’t survive long on objects such as letters or parcels.

 

Should I be concerned about touching an order I have received or collected?

Public Health England have advised that there is no current evidence to suggest that the virus can be transmitted from packages.

 

What steps have you taken to protect your employees?

The wellbeing of our staff is our number one priority and all Garden Selections office staff are working in line with government advice. Office and warehouse space has been reorganised and staff have been provided with gloves, masks and alcohol based antibacterial sanitiser for handling orders.  We continue to monitor the situation closely with all employees and make policy adaptations as required.

 

What if I am self-isolating or do not wish to come into contact with a delivery driver?

Our UK deliveries are handled by Royal Mail, Yodel, DPD or Parcelforce, who have already put extensive plans into place to protect customers. All of these couriers  will retain their hand-held devices to capture signatures and will not hand them to the customer. For all customers (including those who are self-isolating) where they need to deliver any parcel that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item or leave the parcel in a safe location on your property.

 

Can I designate a safe location in which my parcel can be left?

Yes, you can assign a safe location when you place your order.  Simply add a note to your order stating where you would like your parcel to be left and we will pass this information to the courier.

 

What if I ordered a parcel to a location I can no longer access? E.g. my office has closed or my chosen click and collection location is now closed.

As the situation with Coronavirus evolves, we're increasing our returns deadline to 60 days for the foreseeable future.  So if you need to send something back to us but can't get to the Post Office (or don't feel safe doing so), there's no hurry.

If you have ordered to a location that you can longer access and the item is successfully delivered, our returns policy has been extended to give you plenty of time to retrieve your parcel.  If you require your items more urgently, we would suggest placing another order to your home address.

If the local courier is unable to deliver your item, you will be contacted to arrange redirection of your delivery.  Failing this, the parcel will be returned to the depot and held for 10 days before being returned to Garden Selections. You will then be issued a refund in line with our returns policy. 

 

If I’m self-isolating, how do I return a product?

We have extended our returns period to 60 days to allow customers the opportunity to return their orders to us.

 

I am expecting a refund but have not yet recieved it.

Our team are working extremely hard to continue delivering a high standard of service, although it may take slightly longer than usual to issue a refund.  If you have any questions regarding your refund, please take a look at our Returns Policy and do not hesitate to contact our Customer Experience Team.  We appreciate your patience during this time.

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