Frequently Asked Questions
The questions we are asked most often by retailers looking at the programme. If yours is not here, call 01744 811 388.
Getting started
Who can open a trade account?
Established retailers — garden centres, home and interiors shops, furniture specialists and online sellers with a working website. We check that you are a genuine retailer before approving an account.
How long does approval take?
Usually one working day.
Is there a minimum order?
No. No minimum order value and no minimum per SKU. One set is a normal order.
Is there a fee to join?
No. There is no joining fee, no monthly fee and no minimum spend to keep the account open.
Selling
Can I sell on Amazon, eBay or other marketplaces?
No. Partners sell our ranges on their own website only. We sell on the marketplaces ourselves, and a partner listing the same SKUs there puts you in a price fight with your own supplier that neither of us wins. This is the one condition we enforce.
What price can I sell at?
At or above our stated retail price. You are welcome to go higher.
Do I get product images and descriptions?
Yes. The feed carries titles, structured specifications, dimensions and images, so you are not retyping a catalogue or cropping photographs. Images come as stable URLs, so when we replace a photograph it updates on your site too.
How do I know what is in stock?
The feed carries live stock and refreshes hourly. It also runs with a buffer, so the last few units of a line are not sold simultaneously by several partners.
Orders and delivery
How quickly do you deliver?
2–3 working days to mainland UK.
Does my customer know the order came from you?
No. All orders leave white labelled, with no branding or marketing material of ours in the box.
What does delivery cost?
Nothing extra for mainland UK — it is in the trade price, along with VAT. Northern Ireland and some remote parts of Scotland carry a £20 surcharge.
Do I get tracking?
Yes, a despatch notification with the carrier and consignment number, on your dashboard and in your feed.
Money
How do I pay?
Card or bank transfer, before despatch.
Can I have an account with payment terms?
If what you need is a PO number and an invoice to pay through your accounts process, you do not need credit terms — we will issue a proforma invoice against your PO and despatch when it is paid. True credit terms are available by agreement for larger partners.
Is VAT included in the trade price?
Yes, along with UK delivery.
Problems
What is the returns window?
14 days for a change of mind. Faults are not limited to that window.
What warranty do the products carry?
12 months from delivery against manufacturing defects.
A part is missing or damaged — what happens?
Send us the order number and a photograph. We hold spares for the ranges we sell, so it is usually a part in the post rather than a collection.
Who talks to my customer?
Whoever you want to. By default you do, and we support you behind the scenes. If you would rather we dealt with them directly, say so and we will.