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?

Following the Prime Minister’s announcement of another national lockdown. As per the previous lockdown guidance we are fortunate that Garden Centres remain classified as essential retail and we are still allowed to remain open. However, after carefully considering the current situation we have decided to take the decision to close all centres to the general public from 5pm on Tuesday 5th January 2021. With an increase in the ‘R’ rate being significant in the areas surrounding all our centres we feel this is the right thing to do to protect all of us. We hope by closing our centres for three weeks we will be able to reopen on Monday 1st February.

Despite all four of our centres being closed you will still be able to enjoy COOLINGS from the comfort of your home. Our online shop has got all your gardening needs covered, visit www.coolings.co.uk/shop

Q: Are you doing deliveries?

Yes our delivery service is running. Please visit our online shop to order for home delivery. Delivery area information can be found here.

Q: How can I order?

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

Q: Where are you delivering to?

Our delivery information can be seen here.

Q: What is your delivery charge?

Our delivery is free on orders over £80 and local delivery from £3.99 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. Please check here for further details.

Q: I need to give you specific delivery instructions. How do I do this?

Please complete the box on the order screen with specific directions to the property. You may feel this would be helpful to our driver if the premises are difficult to find, or if the property has only recently been built.

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: Do I need to wear a face mask when visiting?

Yes. It is now mandatory for customers to wear a face covering whilst shopping in all areas of our garden centres in line with government guidelines* .

Please respect other customers and our employees by maintaining social distances and following these guidelines.

We expect this to be adhered to and for customers to follow this new requirement to create a welcoming and safe shopping experience for all our customers.

*Face Coverings are not required for children under age 11, or those with qualifying medical conditions as outlined by government guidelines. Masks are required when entering our coffee shops, but not required when in our seated area.

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?

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. Please check back as we are receiving deliveries and products may come back into stock.

There is a wider range of products available in our stores. Our centres are currently closed for three weeks following the Prime Minister’s announcement of another national lockdown. We hope to reopen on Monday 1st February.

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 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 

We are aware that there is an issue with checking out on iPads and recommend trying another device. Please ensure that the card address entered matches the home address.

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?

Our orders are being processed as quickly as possible and we do not have the technology to offer highly accurate delivery times and therefore 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 is 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?

You can contact us via email on coolings@coolings.co.uk or you can call us.

If you need to contact us about an a problem with your online order, please email enquiries@coolings.co.uk.

All our centres will be closed to the public from 5pm on Tuesday 5th January 2021. Due to this our phone lines will be closed. If you need to contact us please email us on one of the emails above based on your enquiry and a member of the team will be in contact. Please bear with us as we are working on skeleton staff so response times will be longer than usual.

 

 

Q: Is the car wash open at Rushmore Hill?

Sevenoaks Car Spa is CLOSED following latest Government guidelines.

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: I have a charity request, who should I contact?

Please direct all charity requests to coolings@coolings.co.uk

Q: Are the cafes open?

All of our restaurants and cafes are currently closed until further notice.

Q: Will the toilets be open?

Our centres are currently closed for three weeks following the Prime Minister’s announcement of another national lockdown. We hope to reopen on Monday 1st February. Toilets are also closed at all our sites.

Q: Are your events happening this year?

We are constantly reviewing our events list in-line with government guidance. Please visit our Events page to see any future events that are taking place. All updates and changes will be made on the events page.

Q: Will education course be starting in September?

Our education courses have started again and are operating on reduced numbers along with restrictions and safety procedures in place to ensure the learning environments remain both safe and enjoyable.

Our current courses can be found on our courses page.

If you have any further questions or quires, please email education@coolings.co.uk

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?

Wheelchairs and mobility scooters are currently unavailable until further notice, due to the potential for cross contamination.

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

For more information please email education@coolings.co.uk

 

Q: Can I speak to someone about garden services?

To book a service or for more information, please contact our Garden Services team on 01959 532269. You can also email us at gardenservices@coolings.co.uk. Our Garden Services team are often out on jobs but will endeavour to reply to your request as soon as possible. Please note that Garden Services are only available from 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: Is the Nature Trail open?

The Nature Trail at Coolings Green & Pleasant is currently closed due to the National Lockdown (January 2021).

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 any our till points or reception areas.

They can also be purchased through our online shop.