COVID-19 information for our customers

In these unprecedented times, the care of our customers, staff and suppliers is our number one priority. Right now, we’re doing everything we can to protect you, whilst trying to keep our website and delivery centres trading so you can continue to enjoy your garden and all the benefits it brings.

We’re experiencing much higher demand than we usually do at this time of year, and although we’ve got additional staff on board to help us, we ask that you be patient with us during this time and follow these few simple steps to help us, help you and help other customers.

UPDATED 1ST MAY 2020

On behalf of the entire Marshalls team, we would like to say a big thank you to all our customers over the past 5 weeks.

We have proudly been able to continue to support our nation of gardeners during this crisis responding to a huge increase in customers. We do however realise that for some the wait for your orders has been excessive and we sincerely apologise for these delays and thank you for all the messages of support we have received and the resourcefulness that many of you have shown to keep yourself gardening.

Our team shares in your passion for gardening, and they are all working round the clock and as fast as they possibly can, so you can get the items you need to carry on doing what you love.

We know it has at times been hard to get hold of us but want to assure you that we are trying to respond to all the calls, emails and social media messages as quickly as we can. It is taking us much longer than we would like as we are currently missing our usual experienced colleagues, so please bear with us.

If you have an outstanding order with us, we are working through them as quickly s possible on a 28 day turnaround that is improving daily.

Thank you for your patience; we sincerely hope you’ll give us another chance to put things right and deliver the exceptional level of service, gorgeous plants and quality gardening ranges that every single member of our team wants to deliver for you and that Marshalls are known for.

Frequently asked questions

Are you still open for business?

Yes we are still open but for the time being we regret we are unable to accept orders taken by phone.

We will accept orders via post paid for by debit or credit card or cheque but cannot guarantee how quickly we can turn these around or whether the items will be in stock.

Will my pre-order of live plants arrive at the time stated online?

We've been growing your plants for you and will despatch them in the timeframe stated online at the time you placed your order. Please bear in mind that these are living products and we'll only send them to you when they're ready, so this could be earlier or later than stated, depending on growing conditions.

How quickly will my order be delivered?

Orders are taking longer than usual due to such high demand and we do apologise for this. The team is working really hard to try and get back to normal levels of service. In the meantime, please allow up to 28 days for your goods to be sent out from our warehouse from date of ordering. You will receive an email when your order has left our warehouse. Please note that once despatched your order may take several days to reach you due to the UK's delivery network currently being at full capacity.

You can also visit the 'My Account' section on the website to check the status of your order. Items that have been despatched will be marked as fulfilled.

For more information, you can read our delivery page here.

I ordered multiple items, will they arrive together?

To speed up delivery we may despatch your items separately but this won't affect the postage you paid. Please note we can't accept requests to manually split orders apart.

We are sending out time sensitive products separately such as Seed Potatoes.

Can I amend my order?

If you want to add an item to your order you will need to place a new order. If you want to cancel an item on your order we will accept part cancellations as long as the item hasn't been picked for despatch processing.

How can I contact you?

Our customer service team are working hard to respond to your enquiries and are still open. Due to a shortage of experienced staff we have taken the decision to only open the phone lines between 9am and 12pm Monday to Friday. Telephone 0344 557 6700 (your standard network charges apply).

They are also contactable at contact.us@marshallsgarden.com or via the contact us form online. We are receiving a high number of calls and emails so it is taking us longer than we'd like to get back to everyone. Can we please ask you to not call or email us if you are requesting an update on your order despatch time if it has not been 4 weeks. Due to our system limitations we can't give you accurate despatch dates. This will free up the team to work through older orders where customers do need assistance.

They’re receiving a higher-than-usual volume of emails, so you may have to wait a little longer than usual to receive a response; we appreciate your patience and we’ll get back to you as soon as possible.

If you have a query about an order you’ve placed, you can check in the 'My Account' section of the website to see if your order’s been fulfilled. Please allow four weeks from placing your order before contacting us for an update on delivery.

How do I cancel my order?

Please email us with your order reference number and contact phone number at contact.us@marshallsgarden.com. Please be aware that our team is working extended hours to process orders and your order may have already been sent for delivery. We are unable to cancel orders that are already being picked for dispatch.

Checking stock availability

We’ve added a new ‘out of stock’ filter to our website to improve your shopping experience with us. This means you can now select the ‘In stock’ option on the left-hand side of the page, and you’ll only be shown those products which are currently in stock.

Orders for compost

To ensure we’re able to keep up with the demand for compost, we’ve reduced the variety of products you can order from us – this is to improve delivery times and to guarantee stock availability. You can view our current compost range here.

We thank you so much for your patience and understanding during these unprecedented times; please take care of yourself and your loved ones.