Need HELP ?
We hope you won't need to come here but here are
some problems people ask about.
Your shopping basket holds its contents for 1 hour,
so you can always just print it out and post it to us if all else fails.
Worries about Security - 1:
Do you keep a copy of my card details?
No, never. We don't ever get to see your card details,
or your password, or anything. We just get a credit to our bank account,
plus an email saying what you ordered. Your card details are only ever
in the hands of the card processor - Protx - and not us.
Worries about Security - 2:
What on earth is this "Verified by Visa" / "3D Secure"
thing all about?
may find that at the end of the check-out process - just when you think
you're done -
you are asked (again!) to put in an email address and choose a password
for your bank card.
Don't panic. This new 'Verified by Visa" or "3D Secure"
system is perfectly ok.
We know its maddening when you've already entered half this information
already. Its nothing to do with us!
If it happens, its something your bank is insisting on before
you can use your credit card online.They're trying to reduce online
fraud. We think it just makes it all more complicated to be honest.
But if you bank insists on you having a password to use your card online,
that's up to them.
We don't ever see the password, or your card details. It something
between you and your card issuer.
An important note: If you give up at this point, your payment will
not be made & you'll not get your seeds.
It just won't accept my **@@*! credit card!
We're really sorry. It's absolutely infuriating, we know.
We think that the most common reasons are:
- The billing address you gave is not exactly the same address the
card is registered at. They do now check, every time, that it matches.
- If you're living abroad it gets complicated. Especially if you have
a UK bank-card registered to your foreign address.This seems to send
their computers into a frenzy of internet-scam paranoia; they simply
don't like you living in one country and having your bank in another.
We think that the most successful way of doing it is to use a card
from a bank in the country you're living in - basically the order
address, billing address, and bank address all need to be in the same
country. If it doesn't work, just send us a cheque (in sterling, drawn on a UK bank), or as a last resort,
What to do?
- If you have one, try another card.
- Otherwise, take a deep breath, and have a nice cup of tea. Then
print out your shopping cart and send to us with a cheque! Remember
to write your address on it, of course.
I placed an order OK but realised afterwards I put
in my old address.
This seems to happen quite often for some reason. We're
happy to help but seriously, we can only send the seeds to the address
you tell us about! If you've just realised you've asked for them to
go to the wrong place email or call us QUICKLY before we send them out.
Problems with the Seeds (we
really hope you won't need this bit)
Where are my seeds? I ordered X days ago and they're
We ship on Mondays and Thursdays. You should almost always
get your seeds within 14 days of posting an order or 10 days of an internet
Several things can go wrong:
-Things get lost occasionally in the post.
-People very often forget to put their name & address on paper orders
so we can't send it out or contact them.
-People think they have ordered online but actually gave up before confirming
the payment. If you completed ordering on line you will get an email
copy of the order!
- Very very occasionally the shopping cart system can get stuck &
forget to tell us about your order (five people last year)
Please call or email us and we'll do our best to find
out what is happening.
Lost & confused orders are replaced ASAP
- but only once we know there's a problem.
I got my order thanks but somethings wrong with it.
We're really sorry. We pack them all very carefully
by hand but its inevitable that sometimes we'll put in the wrong thing
Call or email and we'll sort it out straight away. It helps if you have
your postcode or order number to hand.
I planted my seeds but am not happy with how they
We will of course replace or refund . Please call or
email us & we'll sort it out.
We know our seeds should be the best and if something has gone wrong
we'll fix it.