Frequently Asked Questions

We deliver to most of the UK, including Northern Ireland. Some areas have additional delivery charges. We do not currently ship outside the UK.

For delivery areas and any exceptions, please see our Delivery Information. Your available options and final delivery charge are shown at checkout.

For England, Wales and selected areas of Scotland, our standard options are:

• Standard delivery: £4.95, usually 3–5 working days.
• Express delivery: £7.95, usually 1–2 working days, excluding weekends.

Northern areas of Scotland and Northern Ireland have additional charges. Some large or fragile items require pallet delivery. Check the options for your address at checkout and our full delivery details.

Yes, we offer free delivery on eligible orders over £75 after discounts. Additional charges can apply to certain delivery areas and specialist deliveries. Please check the final delivery charge at checkout.

Please order before 12 noon if you need your express order considered for dispatch that working day. Orders placed after noon may be sent the following working day.

Express delivery is a working-day service. Couriers do not generally collect from us or deliver at weekends or on bank holidays, and busy periods can cause delays. It is best to order early if you need something for a particular date.

Check your dispatch confirmation email for tracking information, including your junk or spam folder. Follow the tracking link for the courier’s latest update.

If you cannot find the email or need help, contact us with your order number and the email address used at checkout.

First, check the latest courier tracking update. If it shows as delivered, check any delivery photograph and whether the parcel was left with a neighbour or in a safe place.

If you still cannot locate it, email orders@southwoodgardencentre.co.uk with your order number and a brief explanation. Our team can look into it with the courier.

During the festive season, please check our website banners, checkout messages and Delivery Information for the latest recommended ordering dates.

These dates are guidance rather than a guarantee, as courier networks become very busy. We recommend ordering as early as possible.

Some large or fragile decorations are sent on a pallet. This will be shown at checkout when it applies.

The delivery is to the kerbside or nearest accessible hardstanding. The driver cannot bring the item into your home or garden. The pallet and packaging are left with you; please keep them if there is any damage and contact us for help.

Please call 01482 845825 as soon as possible during opening hours, with your order number ready. Our team will check whether a change is still possible before dispatch.

We cannot guarantee changes once an order is being processed, and parcels cannot be stopped once dispatched. If it has already been sent, contact us for advice on the next step. Please do not rely on email alone for an urgent change.

Call 01482 845825 urgently during opening hours and give us your order number and the correct address. We will check whether we can amend it before dispatch.

Once dispatched, an address change may no longer be possible. Please double-check your details before completing checkout.

Check your junk or spam folder and make sure you are checking the email address used at checkout. If you still cannot find a confirmation, contact us before placing the same order again.

Please include your name, the email address you used and roughly when you ordered so we can check.

Please include your order number, the email address used at checkout and a short explanation of what you need help with. For a product issue, include the product name and clear photographs where possible.

Email is the best way to send photographs and discuss damaged items, faults or online complaints. Our in-store phone team can help check urgent order changes.

Yes, we offer free Click & Collect from Southwood Garden Centre in Cottingham. Choose the collection option at checkout when it is available for your order.

If you cannot see a collection option, please contact us before ordering so we can advise.

Please wait for confirmation that your order is ready for collection before travelling. Bring your order confirmation or order number so our team can find your order.

Collection is during our garden centre opening hours: Monday–Saturday, 9:30am–5pm, and Sunday, 10am–4pm. Check for any holiday opening-hour changes before a special journey.

Collect from Southwood Garden Centre, Ganton Avenue, Cottingham, East Yorkshire, HU16 5HG. Follow any instructions in your collection confirmation and ask our team when you arrive.

If you need help finding us, see our Contact Us page.

Email orders@southwoodgardencentre.co.uk as soon as possible, ideally within 48 hours of delivery, so we can investigate promptly.

Include your order number, a description of the issue and clear photographs of the item and packaging. For missing items, tell us which products are missing. Please keep the item, box and packaging while we advise you on the next step.

Email us with your order number and the item you would like to return. Please keep the item unused and retain its original packaging, labels and instructions.

See our Returns & Exchanges page for the return process and address. Include your order number inside the parcel so we can identify it, and use a suitably protected, tracked return service. Your statutory rights are unaffected.

Please email our online orders team with your order number, the product name, a description of the fault and photographs or a short video where helpful. Our team will review the issue and advise you on the next step.

Please do not dispose of the product or send it back before contacting us. For electrical items, stop using the product if you are concerned it may be unsafe.

Yes. If you have a question about a particular product, contact us with its name or a link to the product page. For tree advice, it helps to tell us your available height and floor space.

You can also explore our Christmas Guides & Advice and Christmas decorating themes for ideas.

No. Suitability varies by product, so check the individual description and manufacturer’s instructions before ordering or using it outdoors.

Outdoor suitability for the lights does not necessarily mean the transformer or every connection can be exposed to the weather. If anything is unclear, send us the product link and we can help check.

This varies between pieces. Please check the individual product description for its power requirements and what is included.

If you are unsure which adaptor you need, contact us with the Lemax product name or reference number before ordering. Do not assume one adaptor will suit every piece.

Availability depends on the product and supplier, particularly for seasonal ranges. If the product page offers a back-in-stock alert, you can sign up there.

Otherwise, contact us with the product name or link and we can check whether we have any information about further stock. A restock is not guaranteed.

Many products are available both online and at Southwood Garden Centre, but availability can change and the ranges may differ.

If you are travelling for a specific item, please call us first with its name or product reference. Our team can check before you make the journey.

Our physical Christmas Shop is inside Southwood Garden Centre in Cottingham, East Yorkshire, near Hull and Beverley.

Our address is Southwood Garden Centre, Ganton Avenue, Cottingham, HU16 5HG. See our Christmas visit guide for directions and what to expect.

The garden centre is open Monday–Saturday, 9:30am–5pm, and Sunday, 10am–4pm. Our phone line follows these hours.

Lucy’s Coffee Shop has its own opening hours. Please check current notices or contact us for bank holiday and Christmas opening times.

No. Entry to our Christmas displays is free, and you do not need to book. Free customer parking is available on site.

The displays are seasonal. For the latest information and to plan your visit, see our Christmas at Southwood guide.

Yes. Our seasonal Christmas department includes a Lemax Christmas village display, and Lucy’s Coffee Shop is on site for something to eat or drink.

Explore our Christmas Display Inspiration page for a look around, and check the coffee shop’s current opening hours before travelling.