FAQs

Please click on any question to see an answer...

Who are One Garden?

One Garden is comprised of industry veterans, talented amateurs and staunch supporters. We work in close partnership with some of the UK's largest manufacturers within the garden sector to support our supply chain operation. We have many, many years of cumulative knowledge of this industry and wish to share our expertise to help you fulfil your gardening needs.

Before you order

- Is this product in stock?

One Garden does not hold any stock at our office. We have a network of manufacturers that efficiently deliver factory stock directly to your door. We only offer products for sale when an item is available for delivery within the published delivery period. When a product becomes out of stock we will suspend this from sale upon our website.

- Are my details safe if I order with you?

In simple terms, yes, it’s safe. In not so simple terms, One Garden use a PCI:DSS Level 1 compliant high security system for its online transactions. That’s the maximum level of security for credit card payments. We also work closely with the authorities to combat credit card fraud.

Prices

- Do your prices include VAT?

Yes, all of our prices include VAT and all purchases must be made at the full price, including VAT. If you are a registered charity or otherwise eligible for VAT reduction or exemption on your purchase, please contact us with the appropriate confirmations and we will be happy to help you with the VAT rebate.

- Will I receive a VAT invoice?

Yes. The ordering process is simple and automated so, once your order has been received and processed then a VAT invoice will be automatically e-mailed to you at the address you gave us in the checkout.

- Do you offer discounts when buying in bulk?

Yes. Our website calculates prices as you add to the basket and in bulk buy scenarios a discount is applied automatically.

- Do you offer a price match service?

If you find the same product cheaper somewhere else, let us know and we will look into it and come back to you with our best price.

Ordering Products

- When will my order be delivered?

One Garden works hard to provide delivery on days suitable for our customers. Pick a day options are available on many products and where that option is unavailable you will be contacted by the delivery team and a date will be arranged with you directly. Deliveries typically only occur on week days. We do not currently offer paid for express deliveries.

- I only want one fence panel but your minimum order is three, Can I order one single panel?

Unfortunately not. To deliver a single fence panel to a customer would be cost prohibitive and most hauliers would not take this item on its own. To place a 'Fencing & Gates' order, all we ask is that you have a minimum of 3 items from this category in your basket. This could be 2 panels and 1 gate, 3 identical panels, a mix of 3 different panels, etc, etc... It's up to you. 

- Can I have my old building / fence taken away when you deliver the new one?

Sorry but we cannot remove existing product(s) from your property.

E-mail

- I haven't received any e-mails from you regarding my order...

For efficiency, our e-mail order confirmations are sent through an automated system. If your e-mail address was supplied to us correctly when ordering then you should have received at least one e-mail. We suggest checking your spam / junk folder within your e-mail client and allowing any e-mails from the onegarden.co.uk addresses. As per our privacy policy, we do not spam customers with any unwanted e-mails.

- I sent you an e-mail but it says the email was undeliverable, what now?

Automated e-mails from our ordering system come from a no-reply e-mail client generated within our system. If you reply to those e-mails then there is no inbox for that address and it will indeed bounce back as undeliverable. Please use one of the main e-mail addresses as supplied on our contact page, Support@onegarden.co.uk or Sales@onegarden.co.uk or call us on 0333 121 1011 if you need to contact us.

- How do I keep my product(s) in top condition for years to come?

Wooden products can be protected with an exterior grade wood stain or paint that is available as an optional purchase on many wooden items or from most local gardening / hardware retailers. We suggest this treatment is applied within the first 3 months of ownership.  Just do whatever it says on the tin…

Metal products are already hard wearing and should require minimal maintenance once properly installed. We would still recommend removing large quantities of leaves, snow etc. from the roof if a build-up occurs.

Plastic products need no specific upkeep. If they get dirty then a bit of soap and water should do the trick.

After delivery

- Help! I didn't receive any paperwork from this transaction. Where can I get a VAT invoice?

No problem. Just call us and one of our assistants should be able to locate your order and re-send the invoice electronically, if all else fails we can always post a copy to you.

- Your website says there is a discount voucher when I order... where is mine?

Yes, that’s true, there is a voucher given out to orders and it offers a discount on a future purchase. It is typically e-mailed to you automatically within a 30 day period from order placement. The discount code is unique and automatically generated just for you but there’s no need to be selfish, you can give it to friends or family and they can benefit from the discount if they then purchase from us. Just enter the discount code in the allotted space within the basket area when placing the order and it will be applied to the new order.

- But, can't I use my discount voucher on my current order?

Sorry, the voucher system does not work that way around. Each code is uniquely generated after order placement and can only be used on a future purchase.

Miscellaneous

But, I still have questions...

That’s OK. Don’t be afraid to ask questions. Please email us at support@onegarden.co.uk and we will find the answers you need. 

© 2017 One Garden Ltd. Foundation House, Paddock Road, Caversham, Reading, RG4 5BY.
Registered in England & Wales No. 8939365. VAT No 196 3243 88.