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
services.

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.

No, unfortunately we don't ship overseas at the moment.

Returns

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.

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.

Faulty Items

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, if this is still not enough you can get double loyalty points if you sing up to our GROWER+ membership.

Membership (GROWER+)

The GROWER+ membership has been tailored for our regular customers that want to make huge savings! Signing up will entitle you to free delivery on all orders, no matter the value. Further to this you’ll get priority dispatch and customer service, double loyalty points and exclusive discounts and samples.

To sign up to our GROWER+ Membership, click on the banner displayed on our homepage and fill out the form with the requested information. You will then be directed to pay either by PayPal or by Card.

Our membership is priced at only £9.95 per month! Our annual plan is priced at £89.95, and our quarterly plan is priced at £24.95.

If you need to cancel your membership, simply send us a message through the chat or via email and we will proceed with the membership cancellation. All cancellations are applied from the start of the next billing cycle.

Yes! You can still make the most of our promotions, even if you have a membership. Please keep in mind that the discount code will only be eligible for use on orders valued £50+. This rule also applies to our loyalty points due to system limitations but we’re working hard to remove this limitation as soon as possible.

Customer support