Frequently asked questions

FAQs

• How do I use my discount code?

  If you have a discount code this must be applied at the checkout stage pre-payment. Enter the code underneath the order summary in the discount code space. This will then subtract the discount amount from the total order. 

  Discount codes cannot be used in conjunction with any other offer. Occasionally some items are not applicable for a discount, and this will be clarified in the product description section of the product page. 

• What are the restrictions when purchasing alcohol or bladed items?

  For shipping in the UK, you will need to be 18 or over to purchase alcohol or bladed items. You will need to show your ID on delivery from the courier. We are unable to ship these items outside of the UK for legal reasons. 

  If an item has a delivery restriction for another reason, this will be outlined on the product description page. 

• Do you deliver to hotels?

  We are unable to deliver to hotels and PO BOX addresses. If an order is placed for delivery to either of these types of destinations, we will cancel and refund the order. 

• Do you sell gift vouchers to be used online or in store?

  We currently sell gift vouchers in our shops at Kew and Wakehurst to be redeemed in our onsite shops only. Unfortunately, we currently do not have the technology in place to be able to sell and redeem gift vouchers online. However, this is something we are hoping to offer soon! 

• Gift membership

  If you have any questions about Kew gift memberships, activating a gift membership voucher, or problems with your membership, please contact our membership customer service team at membership@kew.org.   

• Can I print my gift membership at home?

  While you wait for your gift membership pack to be delivered, you can download a gift certificate for your recipient.

• I have lost my gift ticket, what should I do?

  Please note that all gift tickets and membership gift vouchers cannot be renewed, replaced or refunded if lost.  

  Gift tickets are valid for a maximum of 12 months, making them flexible and allowing the recipient to choose which time of year they want to visit. These tickets have an individual barcode and will cease to be valid after the date stated on the front of the ticket. 

  Kindly note that this ticket is valid for entry to the gardens, and it is not valid for entry to events and festivals at Kew or Wakehurst.

• What will my gift message look like?

  The gift message is printed on the packing slip that is placed inside the box. It contains no prices, just the title and quantity of product to ensure the correct items have been received as well as the gift message.

• I purchased a Kew product from a different retailer, can I return it at a Kew or Wakehurst shop?

  We are unable to return items bought from another retailer. Although the products are Kew branded, they are supplied by a licensee to that retailer and so they must issue a refund.

• Why do I see Kew branded products for sale on the high street?

  The product you would have seen is a Kew licensed product. Brands who align with the core values and mission of Kew and Wakehurst can collaborate with us to create ranges of merchandise that can be sold in markets globally. Our Kew shops can buy these products in from the Licensees, however, we may need to price differently to generate the income required to support Kew in continuing its vital science and conservation work. 

  We do not price match, but we hope you can feel proud that your purchase has supported Kew and Wakehurst.

• What are the locations and opening times of your on-site shops at Kew Gardens and Wakehurst?

  During your visit to Kew Gardens or Wakehurst browse our gorgeous homeware, award-winning books, stationery and quintessentially Kew gifts at one of our on-site shops.  

  Please note, you will need a valid entrance ticket to Kew Gardens to enter any of our shops in the Gardens. 

  A garden entry ticket is not required to browse our Visitor Centre Shop and Plant Centre at Wakehurst. 

  Kew Gardens

  Victoria Plaza  

  Daily, 10am to 4pm, last entry 3.45pm

  Family Kitchen Shop 

  Daily, 10am to 3.30pm

  Shirley Sherwood Gallery 

  Daily 10am to 3pm

  Wakehurst

  Plant Centre and Visitor Centre Shop 

  Monday to Saturday, 10am to 6pm

  Sunday, 11.30am to 5.30pm