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.
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
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.
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.
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.
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
Ornate Gardens uses ePDQ secure payment processing system to handle its online payments.
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.
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.
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!
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.
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
ou will always be advised of the postage and packaging costs prior to the start of the payment process. Postage and packaging costs depend on the order value, and are as follows:
Order value up to £100.00 (incl VAT)
P&P £6.00 (incl VAT)
All orders of £100.00 (incl VAT) and above receive free shipping
If you have any questions please contact our publications sales team - email sales@ornategarden.com or call 01675 464705
All items are dispatched in highly padded packaging to provide the greatest protection we can offer.
We re-use a lot of our packaging, including all bubble wrap that is used. The majority of packaging that we buy is biodegradable.
We do not believe that packaging should be used once & then thrown away. Please reuse or recycle whatever you can or pass it on to somebody that could make use of it.
Multiple purchases maybe sent in separate parcels
Damaged items
If you happen to receive a faulty or damaged item then please notify us immediately of the problem via an email to sales@ornategarden.com. We can then organise a replacement or refund to be sent to you.
Returns & Exchanges
Here at Ornate Garden we are committed to giving the best customer service possible. If you are not completely satisfied with your purchase then we will gladly issue a credit or make an exchange when a request for a return is made within 7 days of receipt. The item and packaging must, however, be received by us in a 100% brand new, resalable condition
Delivery Time
The great thing about shopping at Ornate Garden is that most products are available from our warehouse for delivery within 14 days (but please allow up to 28 days).
Many of our products are handcrafted, and delivery periods may fluctuate; we will make every effort to complete the construction & delivery of your order as quickly as production permits.
If an item is not currently in stock, you will be advised when you place your order or soon after.
Come and see us
Our website does not include our whole range and some items are available from shows, exhibitions or in our showroom - because they are super-fragile and in our experience, not able to be delivered to your home in one piece!
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.
Ornate Garden
Castle Lane
Maxstoke
Coleshill
Birmingham
B46 2RA
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.
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.
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.
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.
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.
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.