FAQs
Where do you deliver to?
All of our suppliers will deliver to anywhere within the Great Britain mainland (including Northern Ireland), excluding the channel islands and a small number of remote postcodes, free of charge (unless otherwise stated). Some may also deliver certain products to other to other areas including non UK addresses. Please contact the relevant supplier to find out where they will deliver to and how much overseas shipping will cost. Go to Our Suppliers page for contact details.
back to top
Are all items currently in stock?
All items on the website should be in stock unless otherwise stated. On rare occasions, however, items may go out of stock before we are able to amend the website. If this is the case you will be contacted to be given an approximate date of when stock is expected to be available. Your card will not be charged until the goods are ready to be shipped.
back to top
When will my card be charged?
Your card will be charged when the goods are ready to be dispatched. The exception to this is plant orders where credit cards will be charged within 14 days of you placing your order, see below for more details. Please note that payments are processed by the supplier and their name may appear on your statement.
back to top
How will items be delivered?
In many cases orders will be delivered by courier or an upgrade service is available. Other orders, notably CDs and DVDs, will be sent by standard mail. Please contact the supplier to arrange a delivery date or to track an order. Go to Our Suppliers page for full details.
back to top
Can I get something sent to another address?
Yes, please enter these delivery details at checkout.
back to top
Will all of the items I order arrive together?
As we have sourced products from many sellers, if you order more than one item they may be delivered separately. Once you have put items into your basket you will be able to see which supplier(s) you are buying from. If you can see more than one supplier name then the items in your basket are being despatched from separate suppliers, who may be in different parts of the country so you will receive multiple deliveries. See the Our Suppliers page from more information.
back to top
When will I get my order?
Our suppliers aim to deliver within 10 working days (unless otherwise stated) apart from plants, shrubs and bulbs. For these, please allow 28 days.
Many factors can affect delivery times making it almost impossible to guarantee every item that our suppliers send out will reach you within 10 working days, however, what we can guarantee is that our suppliers will do their best to achieve this. If you are ever concerned about a delivery time please contact the supplier in the first instance. Contacts are available on the Our Suppliers page , or should you wish to take this matter further please contact the Guardian on 0330 333 6865 (national call rates apply, lines are open Mon-Fri 9.00am-5.00pm.) Please note that if you are trying to track an order, we will have to refer back to the supplier, as we cannot do this from the Guardian office.
back to top
How can I change/cancel an order?
Orders cannot be changed or cancelled at the Guardian office. Please contact the supplier to do this. Go to Our Suppliers page for contact details.
back to top
Do you accept foreign currencies?
All prices are given in GBP. Some of our suppliers may be able to process payments with foreign credit cards. Please contact the relevant supplier to find out if this is possible. Go to Our Suppliers page for contact details.
back to top
Which regions do your DVDs play on?
All of our DVDs are either Region 2 (Europe) or are multi region disks, which can be played on any DVD player. Please contact the supplier for more details.
back to top
What if my order gets damaged or is faulty?
If you receive something that is faulty or damaged please follow the following procedure:
(1)In the first instance contact the supplier directly; their contact details will be with the parcel. For more information look at Our suppliers.
Tell them:
(2)Print a returns form here to send with your product. This also includes full instructions on how to return.
(3)If you are not happy with the response you can contact The Guardian directly at readeroffershelp@guardian.co.uk or on 0330 333 6865 (national call rates apply, lines are open Mon-Fri 9.00am-5.00pm).
If you receive a faulty or damaged item the supplier will either pay for this item to be returned to them or arrange for it to be collected plus either refund you or replace the item.
back to top
What if I don't like what I have ordered?
If you don't like what you have ordered you can return it to the supplier for a refund, as long as the item is unused, unworn, in its original packaging and you return it within 14 days. Some of our suppliers allow up to 28 days, please contact supplier for details. All returned audio & video recordings or computer software must be sealed in their original wrapping. Please note that personalised goods are non-returnable unless they are damaged or faulty.
back to top
How do I return something that I don't like?
Please follow the returns procedure detailed above.You will have to pay for the postage to return an unwanted item. We recommend that you use a recorded delivery service to do this, obtain a Post Office proof of posting or insurance to cover the value of the unwanted item as we cannot be responsible for items while they are in transit.
back to top
When will I receive my refund/replacement?
Refunds and replacement orders will be processed by the supplier once they have received the returned goods. Refunds may take up to 7 days to show on your statement.
back to top
What if I receive a plant that doesn't thrive?
Our plant suppliers know that many factors can affect the success of plants or bulbs and they guarantee all our products for 12 months for growth, flowering, productiveness and colour. Please note that at certain times in early spring and late autumn plants are dormant and may appear dead, this is not so, once planted new shoots quickly appear and once established will flourish in Spring and Summer. We also advise you to open the packaging that the plant arrives in immediately and plant out as soon as possible. If you have a query about a plant that you are not entirely happy with please contact us at readeroffershelp@guardian.co.uk or on 0330 333 6865 (national call rates apply, lines are open 9am-5pm Mon-Fri).
back to top
Why does it take so long for plants to arrive?
Online plant orders are prioritised and usually take about 28 days to arrive, during the peak season this 28 day delivery period isn't always possible, so we will always state the expected delivery date in the item description. Your credit card will be debited within 14 days of you placing your order, regardless of when the item is due for delivery. Any plant or bulb that you order from the Guardian reader offers website comes with a 12 month guarantee so if you receive a plant that does not thrive within a year, contact us on readeroffershelp@guardian.co.uk.
back to top
How can I order products reviewed in the paper?
back to top
Is your site secure?
All payment pages are protected with a secure certificate, which encrypts your details using RC4128 bit encryption.
ABOUT SSL CERTIFICATES
back to top
Are 03 telephone numbers charged at premium rate?
No, 03 telephone numbers are commercial (rather than geographical) numbers but they are charged at the normal local rate.
Where can I get more information about the site?
More information about all of our terms and conditions can be found at Terms of Use
back to top