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 opening hours are:

Coolings The Gardener’s Garden Centre: 9am – 5pm Monday to Saturday and 9am-4.30pm on Sunday

Coolings Potted Garden Nursery: 9am – 5pm Monday to Saturday and 9am-4.30pm on Sunday

Coolings Wych Cross Garden Centre: 9am to 5pm Monday to Saturday. 10.30am to 4.30pm (open at 10am for browsing only) on Sunday.

Coolings Green & Pleasant: 9am-5pm Monday to Saturday and 10am-4.30pm on Sunday

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: 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.

You can also order over the phone or by email at coolings@coolings.co.uk.

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: 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: 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: 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?

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.

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.

 

 

Q: Is the car wash open at Rushmore Hill?

Yes it is. 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: I have a charity request, who should I contact?

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

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: Are the cafes open?

Arthurs is currently offering a limited menu, between the hours of 9am-4.30pm. There is a takeaway service running too and our garden is open, so please feel free to bring a picnic blanket so that you can enjoy your takeaway food and drinks in the gardens.

The Hybrid Tea Room at Coolings Wych Cross is open from 10am-4pm, with a full range of hot and cold drinks, delicious cakes and a selection of sandwiches. There is limited indoor seating available, with additional seating outside.

Blueberry Cafe at Coolings Green & Pleasant is open from 10am-3pm. Coffee, tea and cakes are available.

The Gardener’s Cafe at Coolings Potted Garden currently remains closed.

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: Will education course be starting in September?

Most of our education classes are currently operating remotely thanks to our wonderful team of tutors.

We are planning to offer a number of our courses from this September. Please register your interest by emailing 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 now reopen to visitors. Pre-booking is essential so that we can manage the number of people on the Nature Trail at any one time. To book tickets please visit www.willowsbirdofpreycentre.digitickets.co.uk/tickets and for more information please visit www.willowsbirdofpreycentre.co.uk

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.