We want you to be delighted with your purchase, but if not, you can "apply for a return" (orders@garden-gate.uk) within 14 days of receipt, with a further 14 days from the date of your application to physically return the goods at your own cost (unless the item is faulty). We are happy to refund you in full if the products are returned complete, in unused condition, with the original labels and preferably original packaging.

To apply for a return, please follow the below instructions:

1. Login to your account

2. Select the order you would like to submit a return for

3. If your order has more than one item, select the items you would like to return

4. Select the return reason and add a note for the store

5. Click 'Request Return'.

We will strive to refund your items, including the original standard shipping cost, within 2 days of receipt. We know how important it is to get your money back expediently. If you would like to receive store credit in the form of a gift voucher, please contact us at orders@garden-gate.uk   

We have moved to paperless returns to support our sustainability objectives. Refunds can only be credited back to the original form of payment (even if a gift) and may take 5-10 days, from our receipt of goods, before they show back in your account due to 3rd party (e.g. bank) processing, particularly via ApplePay, GooglePay or Klarna.  

GETTING THE GOODS BACK TO US 

Our delivery address is:

Garden Gate Boutique, St Mary's Cottage, Church Street, Petworth, West Sussex, GU28 0AD. 

We have made the process easier for you with multiple options at different price points. Choose from home collection with discounted rates from our partner Fedex to bringing it to your local Post Office. Generate and pay for a returns label by arranging either a Home Collection or a Drop Off

Some alternative services are Collect + , Yodel and Parcelforce. 

A tracked service is recommended and as we cannot accept responsibility for parcels lost or damaged in transit.  

FAULTY OR DAMAGED ITEMS 

We are very disappointed on the rare occasions our customers receive a faulty product. If you have identified the fault within 14 days of purchase, please apply for a return at orders@garden-gate.uk, choosing the title “damaged” and attaching photo(s) of the damaged item(s) for our review. Once the return has been approved, you will receive a pre-paid shipping label from us via email. 

Please take extra care to read our Product Care instructions included with your order. 

INTERNATIONAL RETURNS 

We appreciate the inconvenience of an international return.

Following Brexit, it is vital to mark your return as “British Returned Goods” on the exterior of the parcel so that exemption from return import duties and taxes is applied. If not, any import duties and/or taxes we incur on return shipments will be deducted from any amounts due for refund to you.

We cannot be responsible for goods held by customs or lost in transit. 

Do email us on help@garden-gate.uk for any further assistance on international returns. 

EXCLUSIONS AND EXCEPTIONS (Faux Flowers)

• Bouquets, Any bouquet that is customised (including cutting it to a non-standard length fit your own vase) may be non-refundable. Please ensure that you do not un-tie your bouquet until you are completely satisfied with it as a re-arranging fee will be deducted from your refund.  

• Where a bunch is returned that was sold under a “6 for the price of 5” offer, the refund will be for 5 stems.  

• Multi-stem Arrangements are sold as a set and at a discount to the combined value of all the stems. Returns of individual stems sold as part of an Arrangement may be refunded at the discounted rate to a full price stem.  

• A restocking fee may be imposed at our discretion for repeat returns, on large orders over £500 and where our flowers appear to have been “borrowed”. Please note to ensure the quality remains pristine for all customers, we do not rent out our flowers.