What is “Your Account” and how does it work?
“Your Account” is your own private section of ArtPlants.co.uk that is created upon placing your first order with us. From here you will be able to track, amend and review past and present orders. This section also enables you to amend your personal, security and delivery details. It can be accessed at all times from the top menu bar by clicking on the “Your Account” tab. In order to gain access to this section, you will be required to enter both the email address and password that you provided on registration. If you cannot remember your password, please see below.
How do I access the “Your Account” feature?
Access to “Your Account” is possible by clicking on the “Your Account tab” on the top menu bar. This facility is available to customers who have already placed an order with us. Its functionality includes allowing you to track, amend and review both past and present orders.
Can I change my account details?
Yes. This is possible by entering your account as described above. Once you have accessed “Your account”, enter your new details in the fields that have changed then click on the “Save Changes” tab. If you are changing your password, you are required to enter your password twice and then to click on the “Change Password” tab.
What happens if I forget my password?
There is no need to worry if you forget your password. If this occurs, please click on the “Your Account” tab on the top menu bar. This will take you the “Your Account” section. Please click on the “Forgotten your Password Link”. This will take you through to a page where you will be required to answer a security question. If you answer this correctly, you will be permitted to choose a new password.
How much will delivery cost?
Click here to see our delivery costs.
Is it possible to track my order?
Please note that all orders can be tracked through “Your Account” link which can be accessed at any time through the top menu bar. Here you can monitor the progress of your order through the ArtPlants.co.uk system. After we have dispatched the product, items dispatched by Recorded delivery and by Courier can be tracked using our logistic partners websites. If this facility is available, you will be notified in the second email that we send to you confirming your order has been processed and dispatched
When can I expect to receive my order?
We aim to dispatch goods within 24hrs. As we use a combination of Royal Mail, Securicor and Interlink to fulfil our orders we cannot provide exact delivery times. As an approximate guide please see below:
Items dispatched by First Class Recorded Mail or First Class Post usually arrive the day following dispatch. In some cases however it is possible for them to take up to 10 days. For Items dispatched by Courier, we use a 24hr service. Where this service has been used, the item will usually be delivered the next working day following dispatch. Although in some instances where items are being delivered to remote locations, it may take a day longer.
What should I do if I have not received my order within the respective timeframe?
If you have not received your order after 10 days following the dispatch date, please contact us. We will do everything we can to ensure that you receive your products as soon as possible.
Will I be required to sign for my order?
If we consider the goods we are sending to you to be of high value, we will dispatch them for your security by First Class Recorded Post or by Courier. A signature will be required upon receipt of the goods. Please note that this service will be provided at no extra charge.
I live at a Non-UK address – can I place an order?
Currently we are unable to accept orders that require delivery to a Non-UK address. In addition we are unable to accept payments from payment cards that are not registered to a UK address. This is a feature that we are looking to add in the future and we are sorry for any inconvenience this may cause.
Is it possible to get an order sent to an address other than the cardholders?
Yes. Simply fill in your billing address details (where the card is registered) and then tick the box to deliver to an alternate address and fill in those details. Your goods will then be shipped there.
If you do not find your question listed above, please see our delivery policy.
Find your product
There are 2 main ways to locate your product. You can use the search engine located in the top left hand corner of the site. Alternatively you select one of the category images on the homepage, this will take you to a different type of search engine where you can either select sub-categories or browse the available products. Don’t forget that there maybe multiple pages of products and you can use the page number links to jump between them.
Select your product
You can then either directly buy the product by using the red buy button, or view more information by using the silver view button and then buy on the next page.
Once you press buy you will be taken to the basket page, from here you can apply any promotion code you may have. From the basket you can either continue shopping for other products by clicking the ‘Continue Shopping’ button or proceed to checkout. You will then be required to enter payment and delivery details.
Receive your item
After you have placed your order, we will send you an email confirming that we have received your order. You will then be sent a second email to confirm that your order has been processed and dispatched. This will contain details of the method of dispatch used and furthermore include details of how you can track your order. It will also contain additional information regarding the order that you may find useful.
Can I make changes to my order?
Yes, it is possible to change your order by editing your shopping basket. You can view your basket at any time and right up to your order being completed by clicking on the view basket link on the left hand menu.
Please follow the instructions in this section to action any changes required. Please be aware that it is not possible to make changes to your order once you have submitted payment details.
What can I do if my credit card has been declined?
If you receive notification that your credit or debit card has been declined you will be given the option to enter another card for payment or to cancel the order. You must contact the bank that issued the card to find out why.
Please Note: only your bank can tell you why your card has been declined.
What happens if the products that I have purchased are faulty?
Within 30 Days of Purchase
Our products are manufactured to the highest quality standards. In the unlikely event goods are found to be faulty within 30 days of purchase please feel free to return them for a full refund or replacement. We do require that you email us prior to returning the goods. We are unable to provide this service for products where faults have been caused by accident, neglect, misuse or normal wear and tear.
Beyond 30 Days
You have the right to return a faulty item within a reasonable period of time. We do require that you email us prior to returning the goods. In order to ensure that the return can be processed, please keep all the warranty information that accompanies your item. This will be needed should there be a fault. We are unable to accept products that are outside their warranty period.
My product is eligible and meets the criteria above – is there a returns procedure that I should follow?
Please ensure that you contact us prior to returning products to ensure that your return is dealt with as efficiently as possible. Without prior notification, we cannot guarantee that the return will be processed.
After notifying us of your return and being issued with a returns number, please complete the following steps to ensure that it is dealt with as efficiently as possible:
- This must include your order number, which you will be able to find on the original paperwork that you received with the order. This information is also available in “Your Account” linked to from on the top menu bar of any page.
- Wrap the item securely in its original packaging (if possible) with all warranty cards, licenses, manuals and accessories. This is very important. Please mark clearly the returns number issued to you on the outside of the parcel.
- Send the package to the address below:
Dorset, BH23 4FL
- We will notify you via e-mail when we have processed your return. This may take up to three weeks, although in most cases your return will be processed much sooner.
- For your protection we recommend that you use a recorded-delivery service if the value of the return is more than £30, as we are unable to take responsibility of goods until they are received by us.
I have received my order and it has been damaged in transit/there are some discrepancies?
If you receive an order that has been damaged in transit or if there are any order discrepancies, we will make every effort to resolve these as soon as possible for you. We do however require that you inform us via email within 72hrs of receiving the goods.
I have been unable to find the product that I am looking for – can you help?
If you are unable to find the right plant for you, we are always here to help. Please email us with a description of what you are looking for and we will try and source it for you, if it is not already available from our database. If successful, we will reply with the details.
Is it safe shopping online with ArtPlants.co.uk?
We take great measures to ensure that all transactions with us are 100% secure. Our confidence in the security of your transactions with us is reinforced by the fact that not one of our customers has reported fraudulent use of a credit/debit card as a result of transactions completed with us.
In order to guarantee your security, we use secure-server software which encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet.
It is also worth noting that in the event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges or may limit your liability to just £50.
Will you keep my personal details confidential at all times?
We promise to keep all your personal details safe and secure at all times. We respect your privacy at all times – please rest assured.
Will you share my information with other parties?
We will not share your personal information with any third parties unless we have received your express consent or furthermore if we are required do so for legal reasons such as fraudulent activities.
If you have any further questions regarding our Security & Privacy Practices, please see our security policy
Click here to see our up to date security policy.