By placing an order through Jack’s Garden Store you will be agreeing unconditionally to the terms and conditions of use.

What happens when I place an order?

On receipt of your order, we will send you notification by email that your order is being processed.

All items are subject to availability. If an item is out of stock, we will contact you as soon as we are aware to let you know and present possible alternatives. Should alternative arrangements not suit you, we will refund the amount paid in full.

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When will I receive my order?

All of our products are shipped direct from the manufacturer. A majority of our manufacturers will contact you regarding your delivery, usually a few days before. So if the product you ordered has a quoted delivery time of 10-15 working days, it could be a couple of weeks before you hear anything.

You will find information on the estimated delivery time on every product page together with the delivery details for that particular product's supplier.

Please use the delivery time as a guide. Although we endeavour to deliver within the lead time stated, or on a specific date if you have been contacted directly by a supplier, delays can occur that are out of our control. We cannot accept any liability for any delay in delivery for any reason.

Of course, if you are concerned you have not heard anything, do let us know and we’ll chase up for you.

Please call our customer care team on 0117 360 0505 or email [email protected].

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What happens if I live offshore or in a remote location?

If you live offshore or in remote mainland areas, you are more likely to require a delivery date extension, and there may be extra charges. Not all our suppliers deliver to the more remote parts of the UK. Accurate delivery information can be found on all our product pages.

However, if you live offshore or in remote mainland areas and you want to be sure we deliver to your area, please call our customer care team on 0117 360 0505 or email [email protected] - NB please be sure to let us know which product you are interested in when you contact us.

They will be able to identify the delivery lead time and whether there is any further cost involved. We reserve the right to place your order on hold if we identify a delivery surcharge is involved and we have not taken the appropriate payment. If you are not happy with the additional charge, we will happily refund the full amount paid.

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Where will my order be delivered?

Many of our suppliers offer a kerbside delivery service only, particularly for larger items. So please be prepared to receive delivery from the kerb and move the item to the desired installation area yourself. A majority of carriers are not insured to move products around or through your property.

We strongly recommend you are present when your purchase is delivered. Sometimes delivery drivers have to make a decision about where and how to leave your purchase and we want to make sure you are happy with their choice!

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What happens if the product is damaged?

Important: Please check your purchase thoroughly on delivery. Ensure as best you can that packaging is intact and everything is there. (Some larger items, e.g. garages, have to be removed from their packaging on delivery).

If your product is visibly damaged we recommend you refuse delivery and let us know - 0117 360 0505 or [email protected]. Once you accept a damaged item things get complicated. Let’s keep it simple!

Should you choose to accept a damaged item it is imperative that you write something to that effect on the delivery note ensuring it is visible on the driver's copy.

Please let us know as soon as possible of any damaged items or missing parts so we can arrange for replacements to be sent out to you. The supplier may ask for a photograph of the damage.

Before you spend money in having your purchase treated and assembled, please make sure you are happy with it. It is sold as a self assembly item and we are therefore not liable for these costs if you subsequently discover an issue.

We recommend you don't arrange for your product to be assembled until it has been delivered should unforeseen delays or problems with the delivery occur.

The vast majority of our products are delivered without issue and we have very many happy customers. However, even with the best will in the world, sometimes things go wrong. By following the above guidelines you can help us put them right that bit quicker.

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What happens if I miss my delivery?

Larger items are usually delivered by the supplier. If you miss the agreed delivery of your order, you may incur a non-delivery or re-delivery charge as we have met our original delivery obligation with our first attempted delivery.

Smaller items are normally delivered by courier or mail. If you miss one of these deliveries, the postman or courier will leave a note, notifying you of your options - re-delivery, collection, etc.

If you are in any doubt, please call our customer care team on 0117 360 0505 or email [email protected].

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What happens if my order is not delivered as agreed?

The vast majority of our products are delivered without issue. However, human error or circumstances beyond our control mean that sometimes deliveries are not made as expected.
If your order fails to show up, for any reason, please contact our customer care team straight away and we will help to resolve the problem as quickly as possible.

Please call our customer care team on 0117 360 0505 or email [email protected].

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