FAQs

I can not log in to my account...

This is likely to happen when your email address has been recorded incorrectly.

You will need to open an enquiry to us and we can put this right.

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I am not receiving my emails from you...

There can be many reasons for this. This could be down to the marketing consent that you have provided to us, or it can be relating to the settings on your Internet Service Provider (ISP)

If you wish to check the consent that you have given us, please log in to your online account using the login link at the bottom of this answer.

If your emails are going into your junk or spam folders, please update your settings on your email client or contact your ISP to find out if they are being blocked automatically.

In order for your Internet Service Provider to check if the email, you must make a request directly to your Internet Service Provider to lift the block. Simply contact your Internet Service Provider and make a request to allow emails to come through to your inbox from diamondclub@bluediamond.gg. Alternatively, you may have access to amend these restrictions through your email folder settings.

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I have lost my Diamond Club card

If you have lost or need an additional Diamond Club Card, you can request a replacement in any of our garden centres.

Please visit the Customer Service team in your local store who can help you with this.

For security reasons, we never send cards out in the post.

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Can I use my Diamond Club Card on your website?

You can not use your Diamond Club card on our website to obtain discounts or special offers at this moment in time.

However, you can add your card at the checkout stage so we can record your online sale and add it to your purchase history.

From time to time, we send special Diamond Club discount codes to our Diamond Club members which can be used online.

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How do I find out about current events?

All of our live events are published on our ticketing website.

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I have not received my confirmation email

Please check your SPAM, other, or junk email folders.  Sometimes our emails do go into these folders.

If your email still has not been delivered, please click the link below to retrieve your tickets.

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How do I check your opening hours?

Choose the garden centre you wish to find out more information about, using the button below.

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Do you provide charitable donations?

Each store will have its own local initiatives and manage its own charity donation requests. 

Contact your nearest centre using the button below.

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Do you provide baby changing facilities?

Most of our stores will have baby changing facilities.

Please use the button below to check the facilities section on the garden centres web page. 

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Do You Provide Wheelchairs?

Yes, each centre will provide their own wheelchairs for you to use.

You can ask the centre directly by calling them if you have any accessibility-related questions by clicking below.

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Can I bring my dog to your centres?

Yes. Dogs are allowed in our garden centres with the exception of Springfields Garden Centre and our restaurants and farm shops.

Please do be aware that if your dog does make a mess, you will be expected to clean this up so that our environment is safe for everyone to share together.

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I want to tell you about a poor experience in one of your stores

We want to hear from you if your visit to one of our centres was poor or not what you had expected.

We try to ensure that our teams can answer all of your questions and help you during your visit, however, we know that sometimes, it may go wrong.

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I want to tell you about a great experience...

We want you to tell us if your visit has been exceptional or if a member of our team has gone above and beyond...

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Do you sell gift vouchers?

Yes, we do, however, we only sell these in our garden centres.  We do not currently sell these online or for delivery.

We sell Blue Diamond Gift Cards which can be purchased and used in any of our garden centres.

We are also part of the National Garden Gift Card scheme which means that you can use any of the HTA Cards in any of our garden centres.

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Do you accept the One4All card?

Yes, we do, however only in our garden centres.  Excludes restaurants and concessions.

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Do you price match?

Whichever Blue Diamond Garden Centre you visit, we want you to feel happy you are paying the best price in your local area! We pride ourselves on offering you quality products at fair prices.

Our price promise scheme applies to any ‘price match’ and ‘refund the difference’ promotions.

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My item is faulty. What can I do?

If you have had the item for less than 30 days and can provide proof of purchase, we will give a full refund using the original payment method.

After 30 days and up to 1 year, we will endeavor to repair the product. If this is not possible, we will offer you a replacement.

All furniture and BBQ’s are excluded from our 28 day guarantee as in many cases the guarantee will be longer, however, if a fault develops the above point still applies

If the faulty product cannot be repaired, we will arrange a replacement as long as it was purchased within one year.

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Can I return an item I no longer want?

Although we are committed to selling high quality products, we hope you will enjoy, there may be times you wish to have a product refunded or exchanged.

Please make sure that you check your items carefully before you leave the centre, as some discrepancies cannot be rectified after you have left. We also recommend you keep your receipt, as you will need proof of purchase in the event of any after-sale queries.

Blue Diamond reserves the right to ask for proof of purchase in order to consider a request for a refund or replacement product.

If your product is faulty or defective, we will replace, repair or refund your items upon proof of purchase. This does not affect your statutory rights.

Refunds and exchanges are available (excluding food) providing the goods are returned in their original condition, undamaged with the original labels on and in a saleable condition within 30 days of the date of proof of purchase.

If no receipt is presented, a credit note may be given at the manager’s discretion.

All items purchased within Sale must be returned within 14 days of the date on the proof of purchase. We are unable to accept any returns or exchanges without proof of purchase.

We guarantee all hardy nursery stock, shrubs and specimen plants for 5 years with proof of purchase.

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Can I return my item to any branch?

Yes. As long as you have your proof of purchase, you can return your goods in any of our centres.

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Can I return unwanted goods without a receipt?

Yes, however without proof of purchase we are only able to offer an exchange or a credit note.

The credit note will only be to the value of the current retail price on the day of the return.

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Do you offer a plant guarantee?

We guarantee all our hardy nursery stock, shrubs, and specimens for up to 5 years.

Upon presentation of proof of purchase, as well as the plants in question, we will exchange any plant that has not performed, so long as the proper care and attention has been given.  This includes feeding, watering, and protection from extreme weather conditions.

We will only offer a refund when proof of purchase is presented.

There are no exceptions to this rule. We ask that customers understand that plant care is important, and where a plant has clearly been neglected, all refunds or exchanges may be offered on a good-will basis only. Blue Diamond Ltd retains the right not to refund or exchange any plant(s) that have been neglected, but in all circumstances, we will offer advice and do our utmost to give total customer satisfaction.

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Tell us about a great experience

We want to reward our team members who offer you exceptional service so we would like to hear from you.

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Tell us about a poor experience

We strive to be the best at what we do, but we understand that from time to time we get it wrong.

We would strongly advise for you to talk to the restaurant duty manager on the day of your visit and our team will be happy to assist you, however, if you feel that you have left feeling unsatisfied, we can help.

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Contact your local centre to check stock

Each garden centre has its own stock file.  Our head office and customer service teams are unable to check stock levels at our centres.  The easiest way is to call the centre directly... 

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How do I contact your buying teams?

You will need to fill in our special form and introduce yourself as a supplier.  

Once this is received by our buying teams, someone will be in touch if they wish to progress with your enquiry. 

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Can I shop online?

Yes, you can shop online at our online garden centre, with free home delivery when you spend £50 or more!

Your orders are fulfilled by our local centres, if you are in proximity of one of them, or by our national distribution hub.

Our website works by entering your postcode so you can check which items are available for you to order.

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How long does it take to deliver?

Depending on your location, our items are either delivered by our local garden centres in their own delivery vehicles or from a national distribution centre, via a national courier.

Sometimes, depending on stock availability, your orders are split between a garden centre and a distribution centre so there may be a delay in parts of your order getting to you.

The routing of your items is explained to you in your confirmation email and at the basket on the online checkout. 

For garden centre direct deliveries, where an item has been ordered directly in store, you will need to check with your local centre to obtain this information. 

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I have not received my confirmation email

If you have not received your order confirmation, please check your SPAM or Junk email folders.

You can log in to our customer portal to view the status of your order using the button below.

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How much is delivery?

Our online delivery service is free when you spend £50 or more. 

Under £50 the charge is £5.99.  There may be additional charges added if you are having heavy items delivered. The website will show this to you during the checkout process. 

Instore delivery charges will vary by garden centre as this is measured on the radius around the postcode in which you live.

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How do I change my order?

Unfortunately, once your order has been placed, we can't change it.

If you need to make any changes, please contact your local garden centre who will be able to arrange a refund on the whole order and you can make a replacement order.

If you have forgotten to add anything to your order, please place a second order.  Include in the delivery instructions that you have already placed an order.  If we can combine them in one delivery we will do so and refund any delivery charges from your second order.

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How do I order things that aren’t listed on your website?

When placing your order on the website for items that are available, tick the 'personal shopper' tick box at the checkout page and type in details of the extra items you would like to add.

If none of the items you would like to order are on our website please call your local garden centre to discuss this.

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You website will not accept my postcode

We only deliver in England, Scotland and Wales. Overseas, Islands and Highlands are excluded.

If your postcode is not being accepted, it will mean that we do not deliver to your area.

We are aware that some older devices such as old iPads or browsers which are not updated may not allow you to enter your postcode.

Please try another device, and if the issue persists, you can contact our technical support team at websitetechsupport@bluediamond.gg

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