FAQs

How do I make a purchase?

Making a purchase is easy. Simply navigate to the page(s) of the product(s) you would like to purchase, select any options that are available then click 'Add to Basket'. The item(s) will then be added to your shopping basket. To review the items in your shopping bag click the 'shopping bag’ image at the top right of the page. Review your basket then when you are happy click on 'Proceed to Payment' or ‘Paypal check out’ and follow the onscreen instructions to complete your order.

If you have any problems we can help you, please contact us on 01642 224544 during our opening times.

What payment methods do you accept and is it safe to use my credit card online?

We accept Visa, MasterCard, Visa Debit, Visa Delta, and Maestro cards. All payments by these cards are processed through a secure checkout system provided by SagePay.

We also accept PayPal Payments.

Can I place an order over the telephone?

For security purposes you can now only order online using our secure payment system. If however you are having difficulties placing an order online then we can assist you over the telephone, please phone us on 01642 224544 during opening hours.

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. You can read more about this on our privacy policy click here.

Which countries do you ship to?

At present we only ship to UK.

Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your delivery (tracking may take a couple of hours to go live on the delivery company's website so if it is not showing up straight away please check back later).

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from Great Stuff Hydroponics to your delivery address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.

This doesn't affect any faulty items, please contact us within 7 days if any item is faulty.

How long will it take for me to receive my parcel and how much will the postage cost?

All UK orders are shipped by UK Mail (on some occasions we may also use Royal Mail). All UK Mainland orders over £100 are delivered free of charge, under £100 is £6.95 and this is via a *next day service, **none UK Mainland is £24.95 and is usually a 2-3 day service. We aim to deliver your items as quickly as possible but please allow 2-3 working days.

Please note some items may take longer, please check on the product pages as some state longer than normal estimated delivery (i.e. 5-10 days), these are estimates and items should arrive quicker but please take note of these delivery estimates when ordering as all items will be sent together.

*Next day is next working day (not including Saturday or Sunday) from dispatch, although we aim to get orders placed before 2pm Monday to Friday out that day for next day delivery, there are times when this isn’t possible so please allow 2-3 days before emailing, you will receive a dispatched email as soon as your order has left us.

**None UK Mainland includes places like the Scottish Highlands, Northern Ireland and other remote areas, once you input your details our system will determine if you would need to pay the higher None UK Mainland charge.

Orders may be delivered to either business or residential addresses as long as the delivery address is the same as the one registered on the credit card. A signature is required for all Great Stuff Hydroponics orders so please use a delivery address where somebody is available to sign for the delivery.

How do I return an item?

Making a return is easy as we have a no quibble returns policy. If unsuitable items are returned to us within 30 days of receipt we will be more than happy to offer you an exchange or refund provided that you return them to us in their original condition and packaging. Before you return an item please contact us for a returns form or download one on our info and downloads section, and send the completed returns form with your returned item. When returning items you are strongly recommended to obtain proof of posting as we cannot accept responsibility for parcels lost in transit. We will only be able to refund the cost of postage where the item returned is faulty.

Please see our Delivery and Returns section on our home page for more information.


Will I be refunded the full value of my order?

All correctly returned items will be refunded to the original purchaser’s credit card/paypal account excluding all shipping costs, international customs duties and sales taxes. Please note that card refunds may take up to 10 business days for your bank to complete, this can vary between card issuers. We will only refund the cost of postage where the item returned is faulty.

Item says it's in stock but i have received an email to say it is out of stock?

As stock levels on our website are linked to our shop stock on rare occasions it may be the case that an item on our website states it is in stock, however if this has been sold in the shop before it has been updated on the website it may be the case that your order will be delayed slightly, we update our website stock as often as possible and keep good stock so this doesn't happen often but if it does we will let you know and offer you either a full refund or let you know how long your order will be delayed for, this is normally only a few days at most. It is always best if your order is urgent to contact us before placing an order to check the item/items you are ordering are all in stock.


I did not receive any instructions with my products. What should I do?

If you do not receive instructions with your items or would like more sending please contact us and we will sort this out either by posting or emailing them, but please check the product page for the item in question as there may be a downloadable file for the instructions required or check out the info and downloads section on our website.

I signed up to receive your newsletter but I don’t receive anything?

Due to the new GDPR regulations and also our opinion of mail shots we have decided to stop all newsletters going out via email, this may change in the future but we will only send these if you have opted in to them. Instead we have decided to utilise social media and our website to bring you the most up to date information on products and news so please follow us on Facebook, Twitter, Instagram and keep checking our website for any offers and news, who likes getting constant emails anyway?

 

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