FAQ

Pots are measured in litres and are an indication of the plant’s size. More information about this can be found on the Terminology page.

Unfortunately, we can’t. Suggestions as to the suitability of any particular plant type or species for any purpose or location are general indications only. It is the buyers responsibility to check that the intended location and prevailing weather conditions are suitable for a particular plant before placing an order. We have however tried to include as many helpful details on each product page, such as facts and care guidelines, and our Links page will take you to some useful sites.

For larger specimen plants, we can usually supply a photograph but, unfortunately, we are unable to take and provide photographs for all orders or we’d have no time to care for the plants!

If an item is in stock, customers are more than welcome to visit our nursery by appointment and choose which exact plant/tree they want but for online orders you’ll have to trust us that all the plants of the same variety are as uniform as possible.

We can usually source varieties that aren’t featured online – give us a try!

With the exception of the conifers and other trees, most can be grown indoors if you feel you have the space and suitable conditions.

Our UK nursery works in partnership with an Italian nursery, based in Pistoia

All plants on the website are suited to a UK climate.

We now sell bonsai care kits. Keep an eye open for other gardening equipment.

We work with numerous garden centres and landscape designers so get in touch with us and we’ll see what we can do for you!

Our nursery is in Guildford, Surrey.

Of course! However, visitation is by appointment only so get in touch and we’ll book you in.

The courier service and our own drivers are obliged to deliver to your door only.

Sometimes, if an item is in stock, we will be able to measure it and give more specific dimensions, although this will delay your order and not necessarily reserve the plant, but if the item is out of stock, we can usually only supply these approximations, as plants are living, growing things!

This just means that the payment hasn’t been processed yet.

Of course. You have up to 7 days to return it. We will then issue a credit note, minus the intitial delivery cost, that will last

Our plants are packaged securely so this is rare but, for our records and stock control, we will always ask you to kindly take a photograph to send to us via email within 7 working days. Then we can arrange a replacement for you.

Not to worry, Garden Plants Online is a trading name of our limited company you can see on your bank statement.

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than
200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will
automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by
[MERCHANT] and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to
your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item
availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and
accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna
payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current
billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s
very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to
other lenders. Neither Klarna nor [MERCHANT] run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option
is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online
store, previous order history and item availability.

What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is
taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor
your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?
As soon as [MERCHANT] have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return
will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at [MERCHANT] from the debit or credit card
you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect
payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15
days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in
Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections
secured with the latest industry standard security protocols.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely
event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and
payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

What happens to my statement, when I’ve returned the goods?
Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment
schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled
payments. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please call [MERCHANT] to check on your order and delivery status. You can also contact Klarna’s Customer
Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?
Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than
200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 30 days work?
Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only
pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into
www.klarna.com/uk​.

Am I eligible for Pay later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When
choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or
over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your
registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every
order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to
other lenders. Neither Klarna nor [MERCHANT] run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms
that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to
complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods
once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?
As soon as [MERCHANT] have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the
Klarna app immediately.

What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from
the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay
later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can
settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile
number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important
that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections
secured with the latest industry standard security protocols.

Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in
the Klarna app to pay for your order.

Have you received my payment?
If you pay by card, [MERCHANT] will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email
address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order
and payments by logging in to the Klarna app or ​www.klarna.com​/uk.

What happens to my statement, when I’ve returned the goods?
Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if
you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call [MERCHANT] to check on
delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while
you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the
statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to
make payments.

I still have questions regarding payment, how can I get in touch?
Visit Klarna app ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.