Frequently Asked Questions
 
 

Do I have to register to buy online from Kew?
Yes, registration is quick and easy and has the following benefits:

  • You do not need to enter your address and other details every time you shop because these are saved for you
  • You can check whether your order has been dispatched and find any tracking numbers in the Order History area
  • You can choose to receive emails on products and deals so that you never miss a bargain. You can control the types of email that you receive from us. You can also choose different preferences or unsubscribe from email at any time
  • You can opt in to receive notification of special occasions such as birthdays or anniversaries via Personal Alerts
  • You can add products to My Favourites so they are easy to find when you come back to the site in the future

Can I track my order / delivery online?

The majority of our orders are sent out by Royal Mail First Class post and therefore cannot be tracked.

We also offer Parcelforce as a delivery method (a number of items sold on our site can only be sent via Parcelforce due to their size, weight or value). If your order is being shipped by Parcelforce, when your goods are despatched a tracking number will be emailed to you. Go to http://www.parcelforce.com/, input the tracking number and you can check the status of your consignment.

Why do you not offer free delivery?

We try to keep our delivery costs as competitive as possible, but we are not able to subsidise postage costs, as all the income we make supports Kew's vital work. We therefore need to cover costs with our shipping charges to maximise this return to Kew.

How long will it take for my order to be delivered?

It depends on the destination. We expect to achieve delivery within 3-5 working days from the receipt of your order for UK bound deliveries. 7-10 working days for European shipments and 10-28 working days for the rest of the world.

Will all my goods turn up together?

Yes, we will endeavour to send all the order together.

ALL ORDERS - if an item is out of stock when the order is received and due in within the next 5 working days we will hold all of your order and send the items together. If any item is delayed beyond this time, we will send the items in stock and notify you of the delay. There will be no additional charge made for postage & packing for items despatched separately.

All parcels are sent via Parcel force and Royal Mail.

If you have any queries or to discuss your order, please telephone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org

Part of my order is missing - what do I do?

Please telephone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org

My order was broken in transit - what do I do?

Please contact us for advice on returning your order to us. 

What happens if my order doesn't turn up?

Please telephone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org

Is your website secure?

Yes, our website is secure.

How do I cancel an order?

Orders may be cancelled within 14 days from the day after you received the Item (or the day after you received the last Item if your order was for multiple Items). Please telephone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org.

My order is a gift - do you gift wrap?

We do not offer a gift wrapping service.

I have been charged/refunded the incorrect amount – what next?

If you have been charged/refunded incorrect amount you need to contact us on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org. Please quote your order number as a reference.

Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices before accepting your order so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our site, we will contact you for instructions before dispatching the product. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

Are all the products that you sell in the shop available online?

Unfortunately it is not possible to show all of our products online but please email or phone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org and our team will be happy to help you locate the item from our shop. 

Are all of the products in stock all the time?

Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may not be in stock.

Items temporarily out of stock will be despatched separately with no additional charge made for postage & packing. If an item you have ordered is out of stock and you do not wish to wait for the product, we will refund you for the cost of the item. If you have any queries or to discuss your order, please telephone our customer services team on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org

If you order a pre-order item along with other items, we will wait until the item is available before sending your full order. If you cannot wait for the non pre-order items, please place an order for them separately.

Can I change or add to my order once it has been placed?

For security reasons, we are unable to amend your order once it has been placed, but in most instances, you still have the right to cancel if you inform us within 14 days of receiving your Item. If you have already completed your order please contact us as soon as possible on 020 8332 3123 (Monday to Friday 9.00am to 4.00pm) or email onlineshop@kew.org so we can advise you of the best course of action.

I am a Friend of Kew - do I receive a discount?

Yes, Friends of Kew receive a 10% discount online (and in-store). You should be sent a discount code by the Membership team when you join. If you need to find out the discount code please contact friends@kew.org. The discount code should be entered on the Basket page in the Discount Code box.

What is your returns policy?

The Royal Botanic Gardens, Kew want you to be happy with your purchase.

For most products bought online (excluded products are listed below) you have a legal right to change your mind within 14 days and receive a refund. Please tell us that you want to exercise your right to change your mind and then return your purchase within 14 days of contacting us. We will issue a refund or replacement at your request, as soon as possible, but in any event within 14 days from the date when we receive the returned products from you.

Items Ordered online where you don’t have the right to change your mind :

a) Tickets for a specific date or period for performance, which includes tickets for admission to Kew Gardens or Wakehurst and gift tickets;

b) Goods that are personalised or otherwise made to your specification;

c) Perishable goods (for instance flowers, or food)

d) digital products after you have started to download or stream these;

e) services, once these have been completed, even if the cancellation period is still running;

f) products sealed for health protection, once these have been unsealed after you receive them (such as cosmetics, creams or consumables) or items that cannot be re-sold for hygiene reasons (such as pierced jewellery);

g) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and

h) any products which become mixed inseparably with other items after their delivery.

Consumer Rights – Your Rights to End the Contract for Faulty and Misdescribed Goods

In addition you have certain legal rights to ensure that goods and digital content are as described, fit for purpose and of satisfactory quality. Your rights to a refund or repair are as follows :

Goods, for example books or gifts, During the expected life of your product your legal rights entitle you to the following:

· up to 30 days: if your item is faulty, then you can get a refund.

· up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.

Digital content, for example an e-book :

· if your digital content is faulty, you're entitled to a repair or a replacement.

· if the fault can't be fixed within a reasonable time, or without causing you significant inconvenience, you can get some or all of your money back

· if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

If you are sending a product back, please return it in its original packaging and with your order documents by recorded delivery to:


RBG Kew Enterprises Limited

Shaft Yard

Royal Botanic Gardens Kew

Richmond

Surrey

TW9 3AB

Posting Costs
If the item is damaged in transit, was incorrectly supplied, or develops a fault, we will refund the cost of postage, but in all other cases, the cost of returning the item will be at your expense. We strongly recommend that when returning items you obtain a proof of posting (free from the post office) as we cannot accept responsibility for any returned items that are lost in the post.

I live abroad – can I still order?

Yes you can. All payments will be taken in Pounds Sterling. Please refer to our postage table for shipping costs.

PLEASE NOTE : If you order products (including tickets) from our site for delivery outside the UK, they may be subject to import duties & taxes that are levied when the delivery reaches the specified destination. You will be held responsible for payment of any such import duties & taxes. Please note that we have no control over these charges & cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please also note that you must comply with all applicable laws & regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

ALL ORDERS - if an item is out of stock when the order is received and due in within the next 5 working days we will hold all of your order and send the items together. If any item is delayed beyond this time, we will send the items in stock and notify you of the delay.

All parcels are sent via Parcel force and Royal Mail.

However, please be aware that we are not able to deliver the following seeds from our Kew Seed Collection to Australia, New Zealand or South Africa as these restrict these seeds.

Alyssum Sweet White - Kew Collection

Turnip Atlantic -Kew Urban Garden Collection

Courgette Firenze -Kew Urban Garden Collection

Parsnip Arrow -Kew Urban Garden Collection

Pepper Sweet Ingrid -Kew Urban Garden Collection

Radish Amethyst -Kew Urban Garden Collection

Salad Leaves Cut n Come Again -Kew Urban Garden Collection

Spinach Picasso F1 Kew Urban Garden Collection

Tomato Sweet n Neat Cherry Red-Kew Urban Garden Collection

Antirrhinum Chinese Lanterns - Kew Collection

Aquilegia Sweet Rainbows - Kew Collection

Aster Moonshine Mixed - Kew Collection

Campanula Dwarf Pink - Kew Collection

Coleus Palisandra - Kew Collection

Cornflower Dairy Maid - Kew Collection

Dianthus Siberian Blue - Kew Collection

Diascia Rose Queen - Kew Collection

Echinops Ruthenicus - Kew Collection

Eryngium Miss Wilmotts Ghost - Kew Collection

Euphorbia Amjilassa - Kew Collection

Foxglove Milk Chocolate - Kew Collection

Godetia Lady in Blue - Kew Collection

Grasses (Ornamental) Hare's Tail - Kew Collection

Kids - Calendula Porcupine

Kid's - 'Fur Balls' (Gomphocarpus)

Kid's - Gourds Russian Dolls

Kid's - Mimosa Sensitive Plant

Kids - Nasturtium Tom Thumb

Kids - Sunflower Little Dorrit

Lady's Slipper Sunset Mixed - Kew Collection

Laurentia Avant-Garde Blue - Kew Collection

Lupin Dwarf Pink Fairy - Kew Collection

Marigold Doubloon - Kew Collection

Nasturtium Whirlybird Cream - Kew Collection

Pansy Mello 21 F1 Hybrid - Kew Collection

Pansy Ocean Series Mixed - Kew Collection

Penstemon Husker's Red - Kew Collection

Petunia Strawberry Sundae - Kew Collection

Poppy (Meconopsis) Cambrica Double- Kew Collection

Poppy (Meconopsis) Grandis - Kew Collection

Poppy (Papaver) Bracteatum - Kew Collection

Salvia Red Arrows - Kew Collection

Sunflower Key Lime Pie - Kew Collection

Sweet Pea Bright & Breezy - Kew Collection

Sweet Pea King Size Navy Blue - Kew Collection

Verbena St George - Kew Collection

Wallflower Sunset F1 Hybrid - Kew Collection

Wildflower Fragrant Mixture - Kew Collection

Zinnia Swizzle Cheery & Ivory - Kew Collection

Do you sell gift vouchers?

Gift Vouchers are not available for purchase on our website.

I have some National Garden Gift Vouchers – can I redeem them online?

We are unable to offer redemption of the National Garden Gift Vouchers for online shopping.

Do you pass my details to other companies?

We respect your privacy and all personal information obtained through this Web site is kept secure in accordance with the Data Protection Act 1998. We do not attempt to gain any personal information about you without your knowledge. The information requested from you at the checkout is considered the minimum required to process your order efficiently. From time to time we would like to inform you of new products or special offers from RBG Kew Enterprises. We may also make your name and address information available to carefully screened companies whose products or services we feel may interest you. If you do not wish to receive such contacts, please check the relevant box at the check out before submitting your order, or you can contact us.

Can I contact you direct by telephone?

Call customer services team on 020 8332 3123, (Monday to Friday 9.00am to 4.00pm). An answer phone service is available out side of these hours. We are a small team and unfortunately we cannot staff the phone line at all times, so please leave a message or email us. (If you are calling from overseas please dial +44 20 8332 3123)

If you are ordering from our online shop, please have the following ready
- Your online product code (shown in the top right corner of your order form in your catalogue)
- The relevant ISBN / Item ref code
- Your credit / debit card details
We will confirm that the items you wish to order are in stock and advise of delivery dates.

I bought a product from you but have seen it cheaper elsewhere – will you refund the difference?

Unfortunately, we can not refund the difference for the goods offered elsewhere.

My order is a gift – do you deliver to addresses other than the cardholders?

Of course, If your delivery address differs from your home address, for example if you would like to send something to a friend or have the item delivered to your work address, please fill out the delivery address section when placing your order. If this section is left blank, we will ship to your home address.

I purchased something online that I am not happy with – I am visiting the Gardens next week – can I bring it to your shop for a refund?

Yes, please bring proof of purchase in the form of the tax invoice you received when you placed your order.

I was given a gift that was purchased from your website, but it doesn’t fit/I am not happy with it – can I return it?

After you have received your gift, you can return any clothing or home accessories item to us for an exchange or refund as long as it is unused, returned in the original packaging and in a re-saleable condition within 14 days of receipt of your gift. The refund will be a credit receipt (to be used within 12 months).

Can I order plants online or by mail order?

We do not sell plants online or by mail order.