Here are some of our most Frequently Asked Questions:
When will plants/seeds be available?
As we produce everything on site, it is very hard for us to predict when our plants and seeds will be ready for sale so if you have a query solely about when plants or seeds will be re-stocked, the best way to find out is not to contact us directly but to either sign up to our newsletter via the Contact page, or follow us on Instagram or Facebook for regular updates on newly added stock.
Can you reserve plants for me?
Unfortunately, we cannot reserve plants for customers as our stock levels always vary from year to year. However, if you sign up to our newsletter via the Contact page, you will be amongst the first to know which items are in stock when our catalogue is launched.
Do you sell plants to countries in the European Union?
Unfortunately, since the UK left the EU in 2021, all plants require not only a Plant Passport but also a Phytosanitary Certificate prior to entering the EU, meaning that each individual plant shipment has to be inspected by UK Government officials before shipping. The fee incurred means that shipping to the EU is now prohibitively expensive.
Are you returned to our website without being able to complete the payment process?
It may be that you had an item in your Shopping Cart that sold out in the time between adding it to your cart and going to pay for it. As we are a small business and can only produce limited quantities of each plant, some items sell out very quickly. You may need to remove the item(s) from your cart then add them back in before you can proceed to checkout.
If your web browser is not set to accept cookies, items may not be stored correctly in your cart. You should clear any existing cookies, ensure that your computer is set to accept cookies, and try again.
I used to be able to pay by PayPal - do you still accept payment by Paypal?
In February 2022, we took the decision to stop accepting payment by Paypal due to the numerous number of customers that were contacting us because they were experiencing problems paying by Paypal at checkout. We now accept payment through the safe and secure Stripe payments system, which still accepts payments by credit and debit card.
How do I make a payment if the payment screen rejects my card?
If you are trying to use a credit card or debit card that is being rejected by Stripe's checkout process then we recommend that you use an alternative credit/debit card.
All our payments go through the Stripe system and we have no involvement in the payment process. Each day we receive numerous successful transactions so, if you continue to have problems with checking out, then we recommend that you contact your card provider's customer services and they should be able to assist you with identifying the reasons why the transaction cannot be completed with your card.
I have completed the payment process but have not received an email confirming my order.
Whenever an order is placed by a customer, both ourselves and the customer receive email notifications from the Growild Nursery website and Stripe so if you do not receive any email notifications then no money has been taken from your card and the order has not completed. One possible reason is that you may not have clicked on the ‘Complete Order’ button when you were returned to our website. It’s one of the idiosyncrasies of our website that this ‘button’ is at the foot of that page and quite a few people do not see it, especially when using a tablet or mobile device. You need to click on the 'Complete Order' button to finalise your purchase.
Another possible reason, especially if you are returned to the 'Choose Shipping' page of our website and cannot see the 'Complete Order' button, is that you have a Cookie filter running on your internet browser. Some Cookies are necessary in order to store the contents of your Shopping Basket. In this situation, it is advisable to turn off your Cookie filter then retry the ordering process from the beginning.
Do you produce a printed catalogue?
We do not produce a printed catalogue as we prefer customers to order straight from our website. If we did produce a printed catalogue, it would quickly become out-of-date as stock numbers are always changing or we are adding new products. On the plus side (aside from saving many trees!) if you see something is in stock on our website then it is definitely available to buy and ready for delivery.
When will plants/seeds be available?
As we produce everything on site, it is very hard for us to predict when our plants and seeds will be ready for sale so if you have a query solely about when plants or seeds will be re-stocked, the best way to find out is not to contact us directly but to either sign up to our newsletter via the Contact page, or follow us on Instagram or Facebook for regular updates on newly added stock.
Can you reserve plants for me?
Unfortunately, we cannot reserve plants for customers as our stock levels always vary from year to year. However, if you sign up to our newsletter via the Contact page, you will be amongst the first to know which items are in stock when our catalogue is launched.
Do you sell plants to countries in the European Union?
Unfortunately, since the UK left the EU in 2021, all plants require not only a Plant Passport but also a Phytosanitary Certificate prior to entering the EU, meaning that each individual plant shipment has to be inspected by UK Government officials before shipping. The fee incurred means that shipping to the EU is now prohibitively expensive.
Are you returned to our website without being able to complete the payment process?
It may be that you had an item in your Shopping Cart that sold out in the time between adding it to your cart and going to pay for it. As we are a small business and can only produce limited quantities of each plant, some items sell out very quickly. You may need to remove the item(s) from your cart then add them back in before you can proceed to checkout.
If your web browser is not set to accept cookies, items may not be stored correctly in your cart. You should clear any existing cookies, ensure that your computer is set to accept cookies, and try again.
I used to be able to pay by PayPal - do you still accept payment by Paypal?
In February 2022, we took the decision to stop accepting payment by Paypal due to the numerous number of customers that were contacting us because they were experiencing problems paying by Paypal at checkout. We now accept payment through the safe and secure Stripe payments system, which still accepts payments by credit and debit card.
How do I make a payment if the payment screen rejects my card?
If you are trying to use a credit card or debit card that is being rejected by Stripe's checkout process then we recommend that you use an alternative credit/debit card.
All our payments go through the Stripe system and we have no involvement in the payment process. Each day we receive numerous successful transactions so, if you continue to have problems with checking out, then we recommend that you contact your card provider's customer services and they should be able to assist you with identifying the reasons why the transaction cannot be completed with your card.
I have completed the payment process but have not received an email confirming my order.
Whenever an order is placed by a customer, both ourselves and the customer receive email notifications from the Growild Nursery website and Stripe so if you do not receive any email notifications then no money has been taken from your card and the order has not completed. One possible reason is that you may not have clicked on the ‘Complete Order’ button when you were returned to our website. It’s one of the idiosyncrasies of our website that this ‘button’ is at the foot of that page and quite a few people do not see it, especially when using a tablet or mobile device. You need to click on the 'Complete Order' button to finalise your purchase.
Another possible reason, especially if you are returned to the 'Choose Shipping' page of our website and cannot see the 'Complete Order' button, is that you have a Cookie filter running on your internet browser. Some Cookies are necessary in order to store the contents of your Shopping Basket. In this situation, it is advisable to turn off your Cookie filter then retry the ordering process from the beginning.
Do you produce a printed catalogue?
We do not produce a printed catalogue as we prefer customers to order straight from our website. If we did produce a printed catalogue, it would quickly become out-of-date as stock numbers are always changing or we are adding new products. On the plus side (aside from saving many trees!) if you see something is in stock on our website then it is definitely available to buy and ready for delivery.