Sustainable Environment
Sustainable Environment
We support alternatives to single use plastics
Consumption & Conservation
Consumption & Conservation
We harvest rainwater from our on-site reservoirs
Reduced Carbon Footprint
Reduced Carbon Footprint
With 80% of bedding plants grown onsite
Composting & Recycling
Composting & Recycling
We recycle over 90% of our on-site waste

FAQs

FAQs

Here you will find answers to our frequently asked questions. Please take the time to see if your question can be answered here, as these are the questions that we get from customers most often. If you cannot find the answer you are looking for, or if you would like more information, please contact us.

For up to date information on our delivery service and online shop please see our Delivery Information.

 

 

Q: Are you open?

Yes we are open. Our hours are 10am-5pm from Monday to Saturday and 10am-4pm on Sunday. Coolings Green & Pleasant has different hours, please see their website for details.

Q: Are you doing deliveries?

Yes our delivery service is still operating, to meet our customer needs whilst our stores are closed. Please visit our online shop to order for home delivery. Delivery area information can be found here

Our prices and delivery days will vary depending on your location.

Q: How can I order?

You can place an order in our online shop at www.coolings.co.uk/shop.

We are not currently accepting any orders over the phone or email.

Q: Where are you delivering to?

Our delivery information can be seen here. We are currently only delivering from Coolings The Gardeners Garden Centre at Rushmore Hill, Knockholt. Therefore not all postcodes around Coolings Potted Garden and Coolings Wych Cross Garden Centre are currently eligible for free delivery.

Q: What is your delivery charge?

Our delivery is free on orders over £80 and £6.99 for orders under £80. The minimum order value is £30. Our delivery service covers all sizes of plants, from small bedding to large specimens and also includes compost and other larger items. We are currently only delivering to certain delivery areas. Please check here for further details.

Q: Having trouble completing the check-out process on your online shop?

We launched our new website and online shop on Monday 20th April. During the transition between websites and whilst plants and products are uploaded, stock levels and codes are changed, it seems that some online basket/barrows can stop working at check out.

If this happens check the online is open for orders. We periodically close new orders when we need more processing time – picking orders and delivering with reduced staff levels, adhering to social distancing guidelines requires more time and organisation than usual.

Check your delivery is within our current local delivery area

If you are still experiencing problems checking out, you may be caught in an online glitch, so we recommend doing the following –

  1. Close your browser and reopen it – a simple refresh may reset it.
  2. Try checking out as a guest.
  3. Empty your basket/barrow – some of the items may no longer be in stock.

If none of these work please contact us for help thank you for your patience. Full terms and conditions are here 

Q: When will you deliver to other postcode areas?

Due to the large volume of orders we are receiving, we cannot currently offer delivery to more postcodes. However, we are reviewing this on a weekly basis and will look to expand delivery areas when we have the capacity.

Q: Do you offer Click and Collect so I can pick my order up?

We are not offering Click and Collect at this time. Our online shop has a wide range of products and we are still delivering orders.

Q: Can I pay cash on delivery?

For safety reasons we are not accepting cash for deliveries. We are only accepting credit or debit card payments online.

Q: What if a plant is showing out of stock on the website?

Fresh plants are being replenished from our Nursery every day and being uploaded to our website. We currently have a very limited number of staff and are therefore unable to answer questions about if we stock a particular plant, or when stock may be due in. If a product shows as ‘out of stock’ then it is not currently available and we hope that you will be able to choose an alternative from the wide selection available.

Q: Can I add items to my order after I’ve placed it?

It is not currently possible to add items to your order once it has been placed. However, if you would like to purchase more items, you can place an additional order on the same day and we can combine the two for delivery. We will refund any additional delivery charges incurred. Orders placed on separate days will be treated as individual orders, are not eligible for delivery cost refunds and are likely to be delivered individually.

Q: Where is my order?

We are currently working to around a 7 to 9 day delivery time frame. This is due to the demand and limited staff resources. We do not have the technology to offer highly accurate delivery times and cannot offer specific times and dates for delivery. We are working very hard to get all orders to customers as fast as possible and we ask for your patience. Please only contact us if your enquiry is urgent.

Q: Some of my goods are missing. What should I do?

If you have a problem with your order please contact us via email on enquiries@coolings.co.uk and we will deal with your query as quickly as we can.

Q: Do you offer contactless delivery?

Yes we do. The safety of our customers and staff are a priority and we are respecting social distancing guidelines. We can leave orders at the front door or on the driveway. We regret that we are currently unable to carry deliveries through to a back garden or through a side gate at this time.

Q: Will my family card work for online purchases?

Family card offers are not currently available online. We are working on adding this function to the website.

Q: How can I contact you?

At this time you can contact us via email on coolings@coolings.co.uk. Our team are very busy potting on plants, watering, packing orders and vans and delivering to customers. Therefore we are unable to offer telephone support at this time.

Q: Is the car wash open at Rushmore Hill?

Yes it is but currently by appointment only. Please contact 07967794550 to book an appointment. The car wash staff will be wearing gloves and masks and ensure social distancing.

Q: Can I return plants or goods for a refund?

Plants purchased in store can only be refunded in store. We require to you to present proof of purchase, and to bring the plant or a photograph of the plant. Without these, we will unfortunately be unable to process a refund. This can be done at reception.

For online orders, if your item is too large to return then please contact us on enquiries@coolings.co.uk, including your name, date of order and order number. Requests for refunds must be made within 24 hours of delivery and collections will be made within 7-10 days of the request. Plants that are not large enough to require collection will need to be brought into store for a refund.

Q: What are your opening hours?

When we are allowed to reopen, our opening hours being:

10am to 5pm, from Monday to Saturday and 10am to 4pm on Sunday at all three sites.

This later start allows our team  to replenish stock and water the many thousands of plants we have on our nurseries.

 

 

Q: Did you throw away lots of plants this Spring?

Thankfully we did not throw away ANY plants! We gave away thousands of plants to local hospitals, schools, frontline workers, churches and charities who distributed them for us.

Q: When will you reopen your stores?

Our stores will be open from 10am on Wednesday 13th May. We will be open from 10am-5pm, Monday to Saturday and 10am-4pm on Sunday.

Q: Will you be limiting the number of customers at each of your centres when you reopen?

We will be following the latest guidelines from Public Health England. This could mean that we end up having queues to enter our stores, however it is likely to happen to ensure customer and staff safety. We don’t like queues at Coolings but we will follow all necessary safety advice.

Q: Will the cafes be offering takeaways?

We are not able to offer this service at this time. We will review this as the government issue new updates and advice.

Q: Will the toilets be open?

Yes the toilets will be open at all three sites. We ask customers to use common sense and practice social distancing and use them in a responsible way.

Q: Are your events happening this year?

Any events due to happen within the next month have been cancelled. We hope that events later in the year may still be able to take place, but we are following government guidance. Please visit our Events page for more up to date information.

Q: Are Education Courses still running this year?

We are unsure at this stage and are also following government advice for this. If you are interested in an education course, please email your details to education@coolings.co.uk and we will keep your details on file, so that we can let you know once we have clearer guidance.

Q: Are dogs allowed on site?

Dogs are welcome on site at all Coolings sites.

Please note that they are not allowed in the cafes and are also not allowed at Coolings Green & Pleasant, due to the other animals.

Q: Do you have wheelchairs or mobility scooters available?

We currently only have these available at Coolings The Gardener’s Garden Centre, Rushmore Hill. If you require one, please ask at reception when you arrive.

Q: Could you give me advice on this plant?

We are currently unable to offer plant advice over the telephone. Please email any questions to coolings@coolings.co.uk.

Q: Can I book a table In Arthurs?

Arthurs is not currently open.

Q: How do I book or pay for an educational course?

Courses are currently suspended. For more information please email education@coolings.co.uk

 

Q: Do you have any turf in stock?

Our stock levels change daily. Please contact your local Coolings garden centre for more advice.

Q: Can I speak to someone about garden services?

Our Garden Services are currently suspended.

Please email gardenservices@coolings.co.uk for more information or contact us on 01959 532 269. Our gardening team are often off site, but will endeavour to respond to your request as promptly as possible.

Please note Garden Services are only available at Coolings The Gardener’s Garden Centre.

 

Q: Have you got any job vacancies?

Please see our careers page for more information on job vacancies.

Q: Do you recycle pots?

Yes, we do. The recycling area for pots can be found in the car parks at Coolings The Gardener’s Garden Centre, Coolings Wych Cross Garden Centre and Coolings Potted Garden Nursery. Where possible we reuse the pots on our nursery or elsewhere, or we send them for recycling. Customers are also welcome to help themselves to suitable pots.

Q: Do you sell gift vouchers?

Yes, gift cards can be purchased in store, at reception.

They can also be purchased through our online shop.