Frequently Asked Questions
Please find below the most frequently asked questions regarding our Shipping, Returns, Faulty Items and Loyalty Points.
Shipping & Dispatch
We’re receiving hundreds of orders every day and are couriers are working very hard to ensure all parcels are delivered in a timely manner. Most orders during this period are delivered within 3-5 working days from the date you placed your order. If you haven’t received your parcel after this time, please contact our customer
Yes of course you can! Just make sure you let us know what would you like to change before we ship out the order, we can do all the changes you want!
If it’s been 10 working days or more and you haven’t received your order, please get in touch using the contact form on our website, or send a message to the email address at the bottom of this page. We aim to respond to all queries within 2 working days.
Our courier company usually puts a card through your door if you are not in when they try to
deliver. They will then re-attempt delivery on the following day. The card will have the
consignment number and the telephone number of the local depot on it so if needs be you can
contact them and arrange to collect it from there.
All orders over £50 qualify for free delivery. The delivery charge for any orders under £50 is £6.95.
Heavy item surcharges are applied on certain items even if you have exceeded £50 order value.
There will be a tab on the product page saying ‘Heavy Item’.
In the unlikely event of this happening, please contact us immediately so we can resolve the issue.
All of our parcels are dispatched either wrapped in black pallet wrap or inside a plain cardboard box. We do not display any brand names of product information on our packaging or shipping labels.
Yes, we do ship overseas! We ship to the following countries: Republic of Ireland, Netherlands,
Belgium, France, Germany, Spain, Italy and Portugal. If your country is not listed here please get in contact with us for a personalised shipping quote.
International delivery cost is calculated based on weight. For an exact delivery quote, please head over to the checkout. Prices for delivery to Republic of Ireland starts from £31.95/€38.95, delivery to Netherlands and Belgium starts from £46.95/€57.95, delivery to Germany and France starts from £49.95/€60.95, delivery to Italy, Spain and Portugal starts from £55.95/€68.95
Once your order is dispatched, you will receive an email containing your tracking number. Most international deliveries are received within 5-10 working days of dispatch. If you have not received your delivery after 15 days, please contact us so we can look into this for you.
We send all orders with the relevant paperwork depending on the country of receipt. Please be aware that it is your responsibility to ensure that the product you are ordering will be accepted by customs. We hold no responsibility should a product be rejected and returned back to us. Shipping costs for rejected items will be removed from the refund before issued.
When you are buying from our website from a country outside UK you will see all prices excluding VAT. You will pay VAT and/or duties at your local rate depending on the country of destination. You will be invoiced for this amount by the carrier upon receipt.
If you do not agree to pay the VAT and/or duties requested by our courier, your parcel will be held and destroyed. VAT and/or duties are to be paid by yourself, the recipient, and we are under no obligation to issue you with a refund if this amount is not paid.
If you would like an estimate as to what these costs may be, please contact your local customs office directly.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just complete a return using our Returns Centre, or email us via this site contact form and we’ll take you through the process.
You’re more than welcome to return your unwanted goods back to us providing they are sent within 30 days of receipt. You will be responsible for covering your own returns postage costs. You must ensure that the item is well packaged so it doesn’t get damaged on its way back to us. If the item is damaged, we will be unable to issue you with a refund.
Please register your return through our Returns Centre.
You must include your return reference number inside your parcel so we can locate the order upon receipt. If this is not included, we hold no responsibility if the parcel does not make it back to us.
We can accept returns providing they are sent within 30 days from the date of purchase. If this timeframe has passed, we will unfortunately be unable to accept your return. To be eligible for a return, your item must be unused and in its original condition and packaging.
There are certain situations where only partial refunds are granted (if applicable)
- Any item that is not in its original condition, damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Once we receive the goods back and have inspected them, we will email you to let you know.
Refunds can take up to 10 working days to reflect back into your account depending on your
Cardholder. If you are unable to locate the refund on your statement after this time, please
contact your bank.
We are unable to accept sale items back for return.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the payment method used to place the order.
To return your full or partial order, please mail your product(s) to: London Grow Ltd., R/O 121 Theobalds Park Road, Enfield, EN2 9BH, United Kingdom. Please include your order number inside the parcel so we can locate this upon receipt. We are unable to cover return postage costs.
Shipping costs are non-refundable. If you are approved for a refund, you will be refunded for the item value excluding the shipping cost that you paid when the order was placed. If you are returning a high value item, we advise using a trackable service as we cannot guarantee that we will receive your returned item.
Please package the item properly to ensure it is safe on its journey back to us. We are unable to issue refunds for items that are damaged in transport.
In the unlikely event that you receive a faulty item, please go to our Return Centre and follow few easy steps, or contact us straight away through the contact form or via chat so we can get this sorted for you.
Again, please go to our Return Centre and follow few easy steps or contact us straight away so we can get this sorted for you. If the product is still within warranty, we can replace this.
Loyalty Points (The London Grow Club)
To sign up to the London Grow Club you'll need to create an account through our website by clicking on the widget at the bottom left-hand side of our homepage.
By signing up to our loyalty scheme you'll receive points on each purchase you make. The points can be redeemed in the form of a discount code that can be used on a future purchase.
To redeem your points, simply click on the widget on the bottom left-hand side of the page. Head over to the section titled ‘Claim your Hydro Points’ and from there you will be presented with your total number of points. You can then select how many you would like to redeem and a single use discount code will be generated for you to apply at the checkout.
No! Our Hydro points do not expire. They can be accumulated for any length of time before redeeming.
There is no minimum quantity of points that need to be accumulated before redeeming.
For every £1 spent, you will receive 1 Hydro Point.
To earn extra points, you can sign up to our loyalty scheme to instantly get 500 points. Following us on Instagram will also give you an extra 250 Hydro Points.
To celebrate our 10 year anniversary we are offering a 10% discount on all non promo items sitewide! Enter the code BDAY10 at the checkout for discount to be applied.
London Grow Birthday Discount is only valid on orders placed after 10:30am on 02/12/2022. Cannot be used in conjunction with any other promotional codes.
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.