FAQs at Burford Garden Company

FAQs

1. How do I change my personal account details?

If you would like to amend your personal details, click here

Need help? Contact our Customer Service team on 01993 823117 or email online@burford.co.uk

2. Where is my order?

Standard and Heavy or Large Item Delivery

For Standard Item Deliveries we aim to deliver your order within 3-5 working days of accepting your order. For Heavy or Large Item Deliveries, we aim to deliver your order within 3-10 working days of accepting your order. Regrettably, actual delivery times cannot be guaranteed

If you have not received your order within the above timescale please contact us and we will investigate the non-arrival

Express Delivery

Available for mainland UK. Excludes Heavy or Large Items

Order before noon for next day delivery. Actual delivery times cannot be guaranteed

If you have not received your order within the above timescale please contact us and we will investigate the non-arrival

3. Can I track my order?

We are unable to track standard weight orders so please call us if you haven't received your order within 7 working days and we will investigate the non-arrival

Heavier items despatched by courier can be tracked with their consignment number, so please call us if you have not received your order within 10 working days and we will investigate the non-arrival

4. How much is delivery?

FREE Delivery for orders over £3,000

Standard Delivery: £7.95 per delivery address to UK Mainland addresses

Special Delivery Next Day: £12 per UK Mainland delivery address, order before 12pm (available on selected items only; excludes Heavy Delivery items)

Heavy Item Delivery: For deliveries to selected postcodes within 40 miles of Burford Garden Company: £25 per delivery.
For other area deliveries to UK Mainland: £50 per delivery (Please see our Delivery and Returns T&Cs for further information).

Gift Vouchers: Next Day Special Delivery - order before noon Mon-Thurs for delivery Monday-Friday £6.95 per UK Mainland delivery address (please note, no Saturday delivery).
FREE Delivery for Gift vouchers over the value of £100.

Non-mainland UK

Scottish Highlands and Islands, Isles of Scilly, Isle of Wight, and other UK Islands: Please telephone our Customer Services Team on 01993 823117 or email online@burford.co.uk to arrange a quote for delivery.

For the Channel Islands, Isle of Man, Mainland Europe, Eire and ROW: Please telephone our Customer Services Team on 01993 823117 or email online@burford.co.uk to arrange a quote for delivery.

5. Can I choose a different Mainland UK delivery address to the UK billing address?

It is possible to choose a different Mainland UK delivery address to the UK billing address by simply completing both address details at the checkout stage

Orders placed by telephone must be delivered to the cardholder's billing address

6. Can I choose the delivery date?

You will not be able to specify the actual date but we will advise you when we anticipate delivery at the time of your order.

7. ​Do your prices include VAT and what happens if VAT charges do not apply?

All prices are quoted in GBP and payment is processed in GBP

The price includes the appropriate VAT (Value Added Tax) rate, where applicable.

Our VAT number is 596 239 202

8. ​When do I give my payment details?

Payment is made at the 'Order Summary' page, which can be accessed through the Shopping Basket

Payment is only made when you click 'Place Your Order'

9. ​When will I be charged?

The full purchase price will be charged to your debit or credit card upon despatch of your order

10. Can I pay and collect directly from the store?

All orders placed online or by phone will be despatched by our couriers.

Should you wish to phone and reserve an item for collection in store, please call Customer Services directly on 01993 823117 and they will forward you to the relevant shop floor department where arrangements can be made.

11. If the item is a gift, can I add a gift message?

You may add a gift note in the Comments section, which will be hand written in an appropriate greetings card and sent with the gift.

12. If I send an item as a gift, will the prices be displayed on the invoice?

A copy of the invoice will be emailed for your records and the packing list, which contains no prices, will be enclosed with the order.

13. ​Who do I contact if I have a query with my order?

If you have a query in relation to your order, please contact us via email online@burford.co.uk or call us on 01993 823117 with your order reference number to hand

14. Can I order an item that is temporarily out of stock?

Stock availability is indicated on each product page below the pricing information

If an item is temporarily out of stock, the order system will not allow you to add it to your basket

Please email online@burford.co.uk and request that we contact you when the item is back in stock

15. ​How can I cancel my order?

In the first instance please download our Cancellation Form and email it to online@burford.co.uk detailing your request and reason for cancellation. Alternatively, if you have problems downloading the form, please telephone 01993 823117 and speak with one of our Customer Services team

You have a right to cancel your order within 14 days of receipt of goods and receive a full refund of the purchase price

You are entitled to a refund of our Standard Delivery Charge if all items from your order are returned. For partial order refunds we will not be able to refund the cost you paid for delivery

The additional costs of Special Delivery or surcharges will not be refunded

The costs of Return Delivery will only be refunded if the items are faulty, and providing you have contacted us prior to despatch and agreed the method of returning the items

16. What is your returns policy?

If you are not entirely satisfied with your order we will be happy to offer either a full refund to the value of your items, or an exchange, providing the goods are returned unused and in their original packaging within 14 days of the date the goods are delivered to you. If all items from an order are returned, then you will also be eligible for a refund of our Standard Delivery Charge.

For heavy items, such as furniture, please call 01993 823117 and we will organise collection directly with our courier.

Returns postage is a direct cost to you and we regret that this cannot be refunded unless the item is faulty.

Additional costs of Special Delivery or delivery surcharges will not be refunded.

Burford Art Gallery: Purchases made from Burford Art Gallery, including artwork and artefacts for sale online, are made on the understanding that Burford Garden Company is acting as an agent on behalf of the artists and specialist suppliers. Refunds on works are discretionary and goods must be returned within seven days of purchase, at the latest.

17. Can faulty or damaged items be returned for a refund?

On delivery, please check the items carefully. If you believe that any of the items are faulty or of unsatisfactory quality please call 01993 823117 immediately.

Please contact us before returning any products that you believe may be faulty.

Please note, under the Consumer Rights Act 2015, for faulty goods bought after 1st October 2015 you have a right to a full refund of the product in most cases, up to 30 days after purchase.

If the item(s) is confirmed faulty, we will reimburse you for reasonable return postage costs

18. ​Can a replacement be sent for faulty or damaged goods received?

If you are returning an item or items due to a fault or damage on the part of Burford Garden Company or the courier, you may be entitled to a replacement subject to stock availability.

Please email online@burford.co.uk with details of the damage and photographs if possible and a member of staff will call or email by return

19. Can items received as a gift be returned for a refund?

We may refund any items received as a gift through the original method of payment if returned to us by post.

We may request proof of purchase before processing a refund.

Burford Art Gallery: Purchases made from Burford Art Gallery, including artwork and artefacts for sale online, are made on the understanding that Burford Garden Company is acting as an agent on behalf of the artists and specialist suppliers. Refunds on works are discretionary and goods must be returned within seven days of purchase, at the latest.

20. ​When do I get a refund once I have returned an item?

Once the item(s) you wish to return has been received and checked by us, a refund for the agreed amount will be made to the debit or credit card used for the original purchase. If the original purchase was made using an e-voucher or giftcard, then a new e-voucher or giftcard will be sent to you by way of refund.

Please allow 7 days from return for this process to be completed.

21. What is your VAT number?

Our VAT number is 596 239 202