Frequently Asked Questions

How do I contact PDSA-Shop?

Please see the details on the contact us page.


How do I use this website?

Hopefully you will find our website easy to use. Simply browse through the categories to see what’s available or use the quick search if you know what you want to buy. Then add the item to your basket and either continue shopping or proceed through checkout.

Is your website secure?

Absolutely. We use the Secure Socket Layer (SSL) encryption method and have experienced no problems with security.

Why do I have to log in?

This is to help make your online shopping safe and secure and is necessary when giving personal details or making a payment. It also allows you to track your orders and to change your personal details online.

How will I know that my order has been accepted?

You will receive an email confirming the details of your order.

How can I track my order?

Go to my account and login using your email address and password. Select the option Order History and you will see details of all items ordered together with their status.

How do I change or add to an order?

Please let us know using the contact us page.

I live outside the UK – can I still order?

We are able to deliver packets of seeds to addresses within the EU, but not plants, other Charity Gifts or garden equipment. The charge for delivery is £4.99.

Do you sell gift vouchers?

Not currently.

How can I cancel an order?

Please let us know using the contact us page and we'll do our best to help.


What methods of payment do you accept?

Payment for online orders can be made by credit or debit card – Visa (including Visa Electron), MasterCard, Maestro (Switch) or Delta. We currently only accept payment in sterling.

Can I pay using National Gardening Gift Vouchers?

We do not accept these vouchers.


Can I change my delivery address?

We will make every attempt to change a delivery address however we need as much advance notice as possible. With orders for plants we need to be notified a minimum of 3 weeks prior to the despatch date, with other products this period will be shorter.

How will my order be delivered?

Most plants and gifts are sent out by Royal Mail first class post, normally during the early part of the week to avoid any weekend delays. Some larger and therefore stronger plants such as Garden Ready plants are sent out by second class post. Items other than plants are despatched by either Royal Mail or courier dependent on the weight and size of the item.

When will my order be delivered?

Seeds – these will be delivered within 7 to 10 days.

Seasonal items, e.g. plants, fruit, etc – the delivery period is shown next to each individual item. For more information regarding the delivery of young plants please click here.

Gifts, Gardening tools, equipment and other hardware items – most items will be delivered within 7 to 10 days although some specified items can take up to 28 days.

How much do I have to pay for delivery?

The delivery charge per order (irrespective of the number of items ordered) is £4.99 however if you are only ordering seeds, onion sets, garlic, shallots & mushrooms this reduces to just £1.99 per order. For more details please refer to our terms & conditions.

I may be away from home when my plants are likely to be delivered. What can we do?

If you are not likely to be at home during please give us an alternative delivery address (perhaps a friend or neighbour) at least 3 weeks before the delivery period quoted. The plants have to be despatched at the optimum time for travelling and for you to grow on successfully and therefore we are not able to either hold orders back or to accept requests for despatch on particular dates.

Can you delay delivery of my plants until I return from holiday?

Our young plants supplied via Suttons are grown with the utmost care and to very high standards of quality. They need to be sent to you at the best stage of development for travelling and for you to grow on successfully. This coupled with the fact that the plants are despatched in massive volumes, often at a rate of several thousand a day, means that we are unable to hold back individual orders.


What size of plants are available?

We offer several different size of plants dependent on variety.

Account Details

Can I update my address?

You, just go to my account and make the necessary change.

I've forgotten my password - can you remind me?

Simply go to my account, key your email address and then click 'Email Password'. We will then send you an email with the details.

Will you pass my email address to other companies?

No, we will not do this however we may email you with our gardening newsletter. If you do not wish to receive this newsletter please contact us.


What is your returns policy?

All PDSA-Shop and Suttons products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, please let us know within 14 days and we'll arrange a replacement or refund. We are only liable for the cost of the goods as quoted on the website plus the cost of delivery if the goods are faulty. For more specific information please contact us.

Technical Issues

I’m having trouble logging in.

Have you tried logging on using your account number and postcode? If this doesn’t work or if you don’t have an account number please email us via the contact us page.

I've forgotten my password - can you remind me?

Simply go to my account, key your email address and then click 'Email Password'. We will then send you an email with the details.

I’m experiencing some problems with the PDSA-Shop website. What should I do?

Try restarting your browser or trying a different one as this often fixes temporary problems. If this doesn’t work then please email please contact us.

Last updated 18/05/2016