Customer information

Delivery, returns & ordering

The practical bits: how an order works, how plants are sent, and what to do if something is not right.

Who you are buying from

The Forgotten Garden is a small independent plant business based in Hyde, Greater Manchester. DEFRA registered grower no. 153094.

Email: info@theforgotten.garden
Business correspondence address:
11 Peak Place, Hyde, SK14 4WG

How ordering works

Choose a plant or SowRight product and add it to the basket where buying is enabled.
Review the basket and correct quantities or remove anything you do not want.
Continue to PayPal checkout, where the delivery and payment details are reviewed before payment is confirmed.
Once payment is completed, PayPal provides the order confirmation and payment record.

Orders are offered in English. Product prices and availability shown on the website are the current displayed prices at the time of ordering. Any delivery cost that applies is shown before payment.

Delivery

Plant orders are currently offered with free tracked UK delivery unless the product page or checkout states otherwise. Orders are packed to protect live plants in transit and may occasionally be held briefly rather than being left boxed over a weekend or during unsuitable weather.

We aim to dispatch promptly. Tracking information is provided where available. If an order has not arrived when expected, email us and we will investigate it.

Goods will be delivered within the time agreed with you and, unless a different time has been agreed, within the statutory 30-day limit.

Changing or cancelling an order

If you want to cancel before dispatch, contact us as quickly as possible at info@theforgotten.garden.

For ordinary non-perishable goods bought online, consumers generally have 14 days from delivery to tell the seller they wish to cancel, followed by a further 14 days to return the goods. The customer normally pays the direct return cost unless the item is faulty, not as described, or we have agreed otherwise.

Live plants need different treatment. UK cancellation rules exclude goods that are liable to deteriorate or expire rapidly. A live plant may fall within that exception depending on its nature and condition, so the ordinary change-of-mind cancellation right may not apply once it has been dispatched. This does not reduce your legal rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

If a plant arrives damaged or there is a problem

Please contact us as soon as practical — ideally within 48 hours — and include clear photographs of the plant and packaging if damage occurred in transit. The 48-hour request helps us investigate quickly; it does not remove or shorten any statutory consumer rights.

Depending on the circumstances, we will arrange an appropriate remedy such as a replacement or refund.

Returns

Please contact us before sending anything back so we can give the correct return instructions. Do not send live plants without contacting us first.

Business correspondence address:
11 Peak Place, Hyde, SK14 4WG

Model cancellation notice

For a purchase where a statutory cancellation right applies, you may copy, email or print the wording below. You do not have to use this exact form.

To: The Forgotten Garden info@theforgotten.garden11 Peak Place, Hyde, SK14 4WG I hereby give notice that I cancel my contract of sale for the following goods: Order / item: Ordered on / received on: Customer name: Customer address: Date: