For information about RHS, including memberships, events and RHS Gardens please visit here.

Please note: Not all items and offers online will be available in RHS Shops and Plant Centres. Please check with your local centre before making a special journey. Find your local centre here.

Frequently Asked Questions (FAQs):

DELIVERY

When will my order be delivered?+-

We’re constantly making changes to reduce our carbon footprint, so we’ll aim to send your items altogether according to the item with the longest lead time.

However, the following items may arrive in separate deliveries:

  • Bedding
  • Bulbs
  • Compost
  • Selected pots
  • Seeds
  • Items direct from our suppliers

Please check your confirmation email for dispatch lead times. Once dispatched allow 3 working days for items to be delivered and 5 working days for seeds.

Will someone call me before delivery?+-

Our drivers are unable to call you before delivery.

Can I choose a delivery time slot?+-

Sorry, we currently don’t offer this service but you can choose a specific delivery day (see “Named Day” when ordering).

I’ve received part of my order, when will the rest of my items arrive?+-

We try our best to send all your items in one delivery but where this isn’t possible, as with bedding, bulbs, compost, selected pots and seeds, we’ll send them as soon as they’re ready.

There are 3 ways to check the status of your items:

  1. Confirmation email - for details of when your items will arrive
  2. Your RHS Plants Account - for the latest updates
  3. Dispatch email - sent every time an item goes out for delivery.

However, if you’re worried about the rest of your order, please contact us here.

Bank Holidays+-

No deliveries are made on a Bank Holiday – or the day after a Bank Holiday.

Click & Collect+-

We’re sorry, we don’t offer a Click & Collect service.

Do you deliver overseas?+

Sorry, we don’t currently deliver outside of Great Britain. Click here to see further delivery information.

ORDER TRACKING

How to track my order?+-

To check the progress of your orders:

  1. From the My account section:

    i. Log into My account using the email address and password associated with your RHS plants accounts.

    ii. Select My orders.

    my orders

    iii. Select More info for details such as the value of your order.

    tracking status
  2. Track via our delivery partner:

    You can track the delivery using the link in the emails sent by our delivery partner.

Please note: We aren’t able to amend processed orders.

CANCELLATIONS AND RETURNS

Can I cancel or make changes to my order?+-

If your order has been processed we can’t cancel or make changes to it. You can check the status of your order in the My orders section of your RHS Plants account.

If we aren’t able to cancel your order, you have up to 14 days after the items have been delivered to let us know you’ve changed your mind. This doesn’t affect your cancellation rights.

What are my cancellation rights?+-

The Consumer Contract Regulations 2013 says you have the right to cancel your order within 14 days of receiving the items, and receive a full refund.

The refund doesn’t include:

i. The original delivery cost

ii. The cost of returning the items

iii. Customised or non-returnable items such as those that will perish or deteriorate quickly

If you’d like to cancel, it’s your responsibility to keep hold of the items and care for them properly.

To cancel please complete the web form in the Contact us page and include your:

i. Name

ii. Home address

iii. Order details

iv. Phone number

v. Email address

Can I return the goods?+-

Yes, to return items you’re not happy with or if you’ve changed your mind please:

i. Contact us within 14 days of delivery.

ii. Return the item in it’s original condition within 28 days of delivery to receive a refund.

As the item is your responsibility until we receive it, we recommend using recorded delivery.

If the item is damaged, used or not in it’s original packaging we have the right to withhold a percentage of the refund to cover the costs of reselling it at a lower price.

Are the plants guaranteed?+-

Yes. All fully hardy plants (hardy shrubs, trees and perennials) are guaranteed for 5 years, and other plants for their first flowering season, from when they were bought. Guarantees only apply if all instructions sent out with the order are followed.

If the plant fails in the first 5 years, please send us a picture of it with your order reference number using the contact us form here. Once we’ve found the cause of the problem we’ll replace it or refund you.

This guarantee doesn’t include plants damaged due to lack of watering or proper horticultural care.

EMAIL AND PASSWORD RESET

I’ve forgotten my password, what do I do?+-

On the My account page click on I forgot my password link and follow the steps to reset your password.

Please note: Your password must be at least 6 characters, with at least one letter and one number.

forget my password

Change your e-mail address or password for rhsplants.co.uk+-

To change your email address or password:

  1. Log into My account using the email address and password associated with your RHS plants account.
  2. Select Account details. account details
  3. Here you can reset your email or password.

    Please note: Your password must be at least 6 characters, with at least one letter and one number.

    my account details

DISCOUNTS & OFFERS

How do I add a "3 for 2" offer to my basket?+-

At the checkout, select the 2+1 free option for it to be automatically added to your order.

Please don’t select the individual item multiple times, as the discount won’t be applied and you’ll be charged for multiple items.

Can I use multiple discount codes?+-

Only one discount code can be used per order.

GIFT VOUCHERS

Do you accept gift vouchers?+-

We accept RHS Gift Vouchers only.

How to order using RHS Gift Vouchers as payment?+-

Unfortunately, we’re not able to accept RHS Gift Vouchers online. If you’d like to use these vouchers to buy items from RHS Plants online, please see our step by step process below:

  • Add items to your wheelbarrow
  • Don’t continue to payment, instead print a copy of your wheelbarrow
  • Post the following to us at: RHS Plants, Nursery Court, London Road, Windlesham, Surrey, GU20 6LQ.
    • Printed copy of your wheelbarrow
    • Contact number
    • Email address
    • Vouchers
    • Cheque for the remaining amount not covered by your voucher (including delivery charges)

We recommend using Royal Mail Signed For service as we’re not able to replace lost vouchers.

If you need any help, please contact us here.

PLANT AND PRODUCT QUERIES

What do I do if I’m not happy with the quality of my plant or item?+-

Products

We’re extremely sorry if you receive a product that’s damaged. Please follow the steps below so we can put this right:

  1. Contact us, with your order number, within 14 days to tell us the problem.
  2. Return the item, in it’s original packing, within 28 days and get a replacement or refund.
  3. If covered by a manufacturer’s warranty please contact the manufacturer directly.

Plants

If you receive a plant that you believe is in bad condition, don’t worry, it’s likely your plant will spring back to life!

Depending on the time of year, plants look different. For example deciduous shrubs (shed their leaves once a year), look pretty bare if you’ve purchased them during autumn and winter but they’ll perk up when the weather does.

Many perennial plants (bloom for one season a year) won't show above the soil in a pot during the winter.

However, if you’re concerned, please contact us within 14 days of delivery with photographs of your plant and we’ll arrange a refund or replacement once we’ve understood what caused the problem.

VIEWING PLANTS BEFORE PURCHASE

Can I visit your nursery and take a look at the plants before I order?+-

We’re a fully working nursery so due to health and safety concerns it isn’t possible to visit us.

INVOICES

Can I get a VAT invoice?+-

Once you’ve received your order, please contact us here to request a VAT invoice.

Please note, we’re unable to provide a VAT invoice before your order has been shipped.

ORDERS AND STOCK

Can I request a notification for when an item is back in stock?+-

Yes! You can request an email notification for when it’s back in stock. Just select the item and enter your email address where prompted.

Unfortunately, we aren’t able to give exact dates of when the item will be available.

I’ve had an email to say my item isn’t available after I’ve paid for it. What are my options?+-

Unfortunately, very occasionally, the plant you’ve bought isn’t at it’s best when it’s picked. We don’t want to send you anything other than a perfect plant, so when this happens, we’ll happily refund you or offer an alternative/voucher.

Please let us know the option you’d like here.

GENERAL QUERIES

If your question hasn’t been answered, please contact us here.

If you’d like to write to us our address is:

RHS Plant Offers,
Nursery Court,
London Road,
Windlesham,
Surrey,
GU20 6LQ