Home Frequently Asked Questions
Frequently Asked Questions

We pride ourselves on our customer service. If you have any questions, or need help with our site, please email [email protected] , or call us on 020 7632 0232. Below, you will find answers to the most frequently asked questions.

I have forgotten my password! Help!
Simply log in (click here) , and enter your e-mail details. Your password will be e-mailed to you in a few minutes. We advise you to then to log back in and change your password to something more memorable.

How do I change my password?

Simply log-in (click here) using your old log-in and password.

How do I change my e-mail login?

Simply log-in (click here) using your old log-in and password. 

Can I send my order to a different address?

Yes, on the checkout page you have the opportunity to change the delivery address. The new delivery address will then be stored for future use. 

Can I place a repeat order?

Yes, you simply log-in and then click on “Past Orders”. You can then chose to repeat either the whole order, or some of the past order.

Is the site safe for me to use my credit card?

Our website uses the highest level of encryption and all credit card purchases are made via Sagepay. We have never had a breach of security, and your card is guaranteed against fraud by your bank. At no point in the transaction are your credit card details made known to anyone working for garden.co.uk 

What is the extra security I am asked to complete at the end of the checkout process?

Visa and Mastercard cards now, for your own safety, have an extra level of security to prevent on-line fraud. This is called “Verified by Visa” or “Mastercard Secure Code”. It requires you to set up a password known ONLY to you. When you use your card on-line, you are asked for this password (either in full, or just some of the characters from the password). Once you have registered a password for your card, that card will only be authorised on-line if the correct password is used. If you have not registered for this service, we would urge you to do so, as it is the strongest safeguard against fraud on-line.

What happens if I get a blank screen at the end of a transaction instead of the order confirmation?

This usually means that there has been a problem between our server and your bank’s server, when getting the transaction authorisation. If you go back to the checkout page and see the products still in your basket, the transaction has NOT completed, and you can safely re-enter your details without worrying about being charged twice. You will ALWAYS receive an e-mail to confirm a successful transaction.

What is your returns policy?
As long as the product has not been tried, and is in "as new" condition, you may return purchases to us for exchange or refund within 28 days of delivery.  
Cosmetics and fragrance are not returnable once the original packaging has been opened, unless faulty.
All returns are refunded at the current selling price, and a copy of your receipt must be included with the returned item(s)
You may return goods via Royal Mail, or courier, but you are strongly advised to obtain proof of posting.  Please note that unless goods are faulty, postage costs are not refunded.
In the event that goods are not faulty, and were sent with free postage, a charge of £4.95 will be deducted from the refund to cover our postal costs.

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Your chance to win a Mustela newborn essential Pack worth £25 containing:

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-      Dermo-Cleansing travel size 100ml

First correct answer to be chosen at random when the competition closes, will be the winner, and will be notified by email.

Competition closes on 31st May.  Good luck!

Mustela Competition

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