FAQs

Welcome! If you are new to Ornate Gardens, this page should help clear up a lot of commonly asked questions.

If you would like to contribute a question (and presumably the answer as well), please use the contact page and send me a note.

Q. Cancelling an Order

Answer
If you wish to change or cancel an order contact our Customer Support team on +44 (0) 1675 464705 any time between 8.30am and 5pm thru Monday to Thursday, Friday 8.30am – 3pm or emailing sales@ornategarden.com.
Please have the order number and date the order was placed to hand. Orders can only be cancelled providing despatch has not occurred

Q. Cards Accepted

Answer
We accept most major credit and debit cards - Visa, Mastercard, Switch and Delta. Please note that your credit/debit card will be debited at the point of purchase and before despatch. If we are unable to fulfil your order for any reason we will refund your payment immediately.

Q. Damaged or incorrect Items

Answer
If you receive defective, damaged products or an incorrect item, please notify us within three days of receiving the product. Please keep all original box and packaging materials. We will ship you a replacement immediately, if one is available. The product must not be used.

Q. Despatch details
Answer

We pride ourselves on our rapid service and aim to pack and despatch your parcels within with in 48 Hours (Your order should be with you within the delivery response time stated with each product) There are no broken promises with Ornate Gardens. If for any reason there's a major delay with the expected delivery time, one of our customer support team members will call you to explain the situation. If for any reason we are unable to fulfil your order after you have made payment we will refund the payment in full immediately. To ensure that our couriers can deliver, please supply a full delivery address and a valid house number must be given. The majority of goods are shipped from our central showroom; a few larger products are shipped from other locations and in these cases you may receive more than one delivery. Ornate Gardens will email to notify you as and when your order has been accepted.

Q. How do I get something delivered?

Answer
Once you've found what you were looking for on our website, just add it all to your basket and go through the checkout process. It's as simple as that, all you need is a delivery address, a house number, and your payment details ready.
You can also call the order line on +44 (0) 1675 464705 between 8.30am - 5pm, thru Monday to Thursday, 8.30am – 3pm Friday or call in to our showroom.

Ornate Garden
Castle Lane
Maxstoke
Coleshill
Birmingham
B46 2RA

Q. How do I know that my credit card details are safe?

Answer
Ornate Gardens uses ePDQ secure payment processing system to handle its online payments.

Q. I didn't receive a confirmation email

Answer
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails other than ePDQ receipt are sent from sales@ornategarden.com Please email us your full name and product reference and we will resend your confirmation email.

Q. I have a question that is not answered in this FAQ. What should I do?

Answer
Email your questions to sales@ornategarden.com We’ll try our best to get you an answer, and if it's a question we've seen before, we'll consider adding it to the FAQ.

Q. Insurance

Answer
We highly recommend that if you return an item please send the item via an insured carrier, and that you insure the item for its full value. Make sure to retain all postal and insurance receipts - this will protect you in case the item is damaged or lost in transit. All returns must be pre-paid; sorry, we cannot accept COD returns. Ornate Garden's cannot be responsible for returns that are not received. Please allow approximately two to three weeks for the processing of your return.
For returns of large items, please give us a call at +44 (0) 1675 464705 and we’ll be happy to help you!

Q. Order Confirmation?

Answer
After you place an order, you will receive two emails from us. The first will arrive shortly after you place your order, this email will be from WorldPay confirming payment details. The second will be sent from our packaging and despatch department confirming your order details.

Q. Ordering By Phone

Answer
If you prefer to order by phone our business hours are Monday thru Thursday 8.30am -5pm, Friday 8.30am – 3pm A member of our team can be reached at +44 (0) 1675 464705

Q. Payments by Post

Answer
Can be made by a Credit, Debit card or using Cheque/Postal We accept all major cards including Visa, Visa Debit, Mastercard, Switch. Please send your order to:

Ornate Garden
Castle Lane
Maxstoke
Coleshill
Birmingham
B46 2RA

Q. Refunds

Answer
Refunds will be processed within 6 business days from when we receive the package, assuming all criteria are met. You will receive an email confirming the amount of the credit. If we have made an error with your delivery or you wish to return an item for any reason, please call our customer services department on +44 (0) 1675 464705 or email us on sales@ornategarden.com and we will organise for your parcel to be collected and a replacement or refund processed.

Q. Returns Address

Answer
Ornate Garden
Castle Lane
Maxstoke
Coleshill
Birmingham
B46 2RA

Q. Returns and Exchanges

Answer
Order with confidence! We want you to be totally satisfied with every purchase you make from Ornate Garden's. If for any reason, you are not completely happy with your purchase, you can return it to us for an exchange, refund, or credit on your Ornate Garden's account. We want you to be delighted with your order, so if you are unhappy with your goods you can return any item in its original condition, for any reason within 7 days of receipt of goods for a replacement or a full refund. We will refund all delivery charges when a product is faulty or damaged, but not when a product is simply unwanted. Unwanted items must be shipped back to us in good condition at your expense.

Q. Security, ordering with confidence

Answer
We want you to feel completely at ease doing business with us over the Internet. We know that security is a major concern to many of our customers and have therefore put a system in place that is far safer than giving your card to a waiter in a restaurant. Security is one of our top priorities and we guarantee to keep all details you supply us confidential. Unlike many other Internet companies we do not store your debit or credit card details; in fact we do not even get to see them when you order online as the transactional part of purchasing from us is handled by www.worldpay.co.uk. Please also be aware that we also do not send your card details out with your goods either - avoiding any possible security issues in transit.

Q. Supposing I live outside the UK?

Answer
We have many customers who live outside the UK and are experienced in sending orders to all parts of the world. We can arrange for delivery outside of the UK, but at this point in time we would ask you to contact our Customer Care Team on +44 (0) 1675 464705 between 8.30am - 5pm, thru Monday to Thursday, 8.30am – 3pm Friday, or by email to sales@ornategarden.com to discuss prior to placing your order.

Q. What does Ornate Gardens do with the information collected?

Answer
When making a payment by credit card, we need your contact information so that the card can be processed, and we ask for your email address so that we can send you confirmation that it was processed successfully. Your credit card information is held by WorldPay, a secure payment processing company, solely for the purpose of processing the payment. This information is not held by Ornate Garden's at any time.

Q. Where is my order now?

Answer
We will endeavour to keep you fully informed as to the whereabouts of your order, before and after dispatch. However, if you require further information or assistance, please e-mail us with your name and post or zip code, and we will reply with details of the dispatch date plus any other relevant information with "Order Status Please" written in the subject line.

Q. Will I receive a receipt for the payment I make to Ornate Gardens?

Answer
Yes. Once WorldPay has accepted your credit card, a receipt is sent to you by email. Please be sure to enter your email address accurately.

Ornate Garden Lighting

Ornate Garden are pleased to announce the launch of our new on-line Victorian Lighting ordering facility.

Ornate Garden Lighting

Newsletter

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