Help with Shopping at Dobbies.com
What does delivery cost at Dobbies.com?
Delivery is FREE on most orders over £50 to Mainland UK (including the Scottish Highlands and Northern Ireland)
Some of our larger and heavier items require specialist handling including a 2-person delivery service and incur a delivery charge of £20.
If you wish, you can find out more specific information about our delivery destinations and charges.
Where do you deliver to?
We deliver to Mainland UK (including Scottish Highlands and Islands), Northern Ireland, the Isle of Wight, the Isle of Man, the Isles of Scilly and the Channel Islands.
At present we are unable to delivery Overseas. We hope to re-introduce this service in near the future.
In the mean time if you wish to order from Dobbies for outside the United Kingdom delivery, you must arrange your own transport.
Please follow the link below for specific information on our delivery destinations and charges click here
When will I receive my delivery?
The dispatch time for each product is indicated on the product detail page. Most items are dispatched within 24 hours of placing your order and are delivered within 2-3 working days. However some items can take up to 8-10 days and other large items, such as furniture, can take between 4 and 6 weeks, as these are created specially for each customer.
Deliveries are made Monday to Friday excluding Bank Holidays.
How do I track my delivery?
You are able to track the progress of your delivery in the My Account section of our website. Once you have placed your order you can view the status of your order to see if this has been dispatched. If you experience any problems with tracking your order, please email our customer service team.
Will my order arrive in one delivery?
Most of our products are sourced and delivered from our own Fulfilment Centres. However, some of the products available to buy on our website are sourced from multiple suppliers. To enable us to successfully fulfill your order it may be necessary to deliver your order from seperate Fulfilment Centres and in seperate deliveries on different days.
You will receive an email from us when we are about to dispatch your delivery to you.
How do I place an order on your website?
Placing an order on our website is quick and easy. Simply click on the Buy Now button beside the item or items you wish to purchase and a window will appear confirming these have been added to your basket. Clicking on the Checkout page at the top of our website will show confirmation of your purchase including quantity, price and delivery charges. You should then choose your delivery destination and then add in any relevant promotional code and click on the "Proceed To Checkout" button. You will then be prompted to enter your email address and (if you are already registered for an account) your password, and then you should click on Continue. You will then be asked to enter your delivery, billing and card payment details and then click on the button Place My Order. Finally, you will receive confirmation of your order along with your order number.
Can I add an item to my order or change my order after it has been placed?
As soon as you place your order we start to process it, therefore should you wish to add an item or change your order you should phone us on 0844 840 8404 and we will be able to assist you further.
How do I open an account?
To open an account click on My Account then type in your email address and click on the box for No you don't have a password and click on Continue. You will then be asked for your personal details and then scroll down and re-enter your email address. You will then be asked to enter and confirm a password of 6 characters or more and to enter your Country and Postcode and when you click on Create Account your account set-up will be complete.
At this stage you can also subscribe to Newsletters, Offers and Competitions as well as giving us information about the type of Garden you have should you wish to do so. This information allows us to send you appropriate information on offers etc.
What can I use my account for?
Your online account with Dobbies.com offers many benefits including the ability to track and review any orders placed with us, write product reviews (and win prizes!) and see your Wishlist which you can use to add items for the future. You can also add and update addresses on your account, allowing the placing of any orders to be even faster and simpler.
What payment options do you offer?
Payments can be made by Visa, Mastercard, Maestro, Visa Debit, Electron or Solo. We take every reasonable care to ensure that your order and any subsequent transactions are conducted in a secure environment.
What is "Verified by Visa" or "Mastercode SecureCode"?
An advancement in online security has created by the two major card suppliers to ensure that the card used to make payment online is genuinely held by the cardholder which reduces the risk of online fraud.
Visa's version of this is called Verified by Visa and Mastercard's equivalent is Mastercard SecureCode.
Dobbies.com works hard to combant online fraud and to ensure your safety when you shop with us. We want our customers to be absolutely sure that their card details are safe and our participation in this scheme is just one of the hundreds of security measures we make to ensure your shopping experience online with us is safe and secure. As part of this scheme, when you purchase from us, you may may required to enter a secret phrase or password that you have previously registered with your card issuer, or you may be required to confirm other personal details about yourself. All of this information is checked directly with your card issuer to ensure that the genuine cardholder is the person trying to place the order. If your security details are confirmed as successful by your card issuer, you will be smoothly delivered back to Dobbies.com and your order will be confirmed.
Why does my bank or credit card statement show different payment amounts than your web prices?
Occassionally, where items bought on special promotion such as a "buy one get one free" offer, the total cost payable may show on your card statement as being split across the number of items in the offer. For example, if you buy an item costing £10 and you receive another item free, we may simply charge you £5 for each item and then send these to you separately to ensure they get to you as quickly as possible.
When does my order with you become a legal contract
Prices shown on our website constitute an invitation to treat and your order does not become a contract until we notify you of your delivery.
What should I do if I want to cancel my order?
To cancel your order you should email us at customer.service@dobbies.com or phone us on 0844 840 8404 and if we have not already sent your order to you we will cancel it and refund any payment taken. If your order has already been sent you have the right to cancel your order within 28 days of delivery. You must take reasonable care of the goods while they are in your possession and you must not use them. We will only refund the purchase price when we have received the goods from you in an undamaged state. Returns will be at your cost unless there has been an error with your delivery or you have received damaged goods. The ability to cancel your order does not apply to goods which have been worn, washed or otherwise used. This does not affect your statutory rights.
What should I do if I receive faulty goods?
If you discover the goods are faulty you must notify us within 7 days of the date of delivery or within a reasonable period of time (if the defect was not readily apparent). We may inspect the goods, either by arranging to have the goods returned to us or asking you to email us photo(s) of the damaged goods. If we agree with you that the goods are faulty and the fault was not caused by your neglect or misuse of the goods, we will, at your choice, replace, refund or repair(if possible) the faulty goods at no cost to you. We will refund any reasonable costs you prove that you have incurred in returning the faulty goods to us. We recommend that you keep postal and packaging receipts for this purpose.
What should I do if my delivery is incorrect?
If we send you incorrect goods you should notify us as soon as you discover the error and within a reasonable period of time. We will arrange for our courier to collect the goods from you, ask you to return the goods to us by post or ask you, if it is convenient, to return the goods to one of our Garden Centres nationwide. We will either, at your choice send you the correct items as soon as possible after receipt of the returned goods or refund the price of the goods and delivery unless if, following our request and your agreement, you return the goods to one of our Garden Centres, we will replace them there.
When will my money be refunded to me?
Your money will be refunded back onto your card as soon as we are in receipt of the goods and refunds normally take 1-2 working days to reach your account. We will issue the refund to the card which was used to place the order. In some instances it may be necessary for us to refund your money using a cheque if the authorisation on your card has expired or the card is no longer valid and if this is the case we will let you know.
Do you sell turf?
We do sell turf but currently only in-store.
