We know you will have a few questions about social distancing and numbers allowed into the store. So, we thought it helpful if we explain exactly how we are operating and what you can expect to experience on your next visit.
You will understand that these rules are non negotiable. We must follow them for everyone’s safety. What we can assure you is that, alongside these measures, you will find our friendly team ready to help as they always do.
The final point we want to make is that, under normal circumstances we know people love to come and spend time with us and that is really important to us. However, these are strange times and with social distancing and limits on the people we can allow in store we want to encourage you to think a bit differently about your visit. We’ve all got to come and get what we need, allowing everyone to do the same. It’s going to be different for a while but we will do our very best to look after everyone. Normal times will come back until then let’s do everything to stay safe.
Please note we may have to close the queue to enter the store early, to ensure customers have sufficient browsing time.
Our Retail Partners
Understandably some of you are still wary about visiting us instore so we wanted to provide an opportunity which will still allow you to get outside and enjoy your garden.
We are making available a number of our most popular compost, gravel, bedding plants and garden essentials that you can order online and collect through our new Drive-Thru system. Unfortunately choice will be limited and we cannot guarantee exactly the colour or specific variety you will receive but quality will be assured by our team of experts who will handpick your order.
How many customers are allowed in store at any one time?
Following the governments advice of 1 customer per 1000sq metre of retail space we are limiting the maximum number of customers instore to 90. This will be managed by a trolley system, each adult customer who enters the store will be asked to take a trolley and will be counted in with a clicker.
How many people will you allow to enter as a group?
We are limiting groups entering store to a maximum of 2 people per household. Special consideration will be given to single parents with multiple children but we ask for common sense to be applied and monitor your children closely.
Is parking available?
Free onsite parking is available but is currently limited in order for us to setup a click and collect service and also the continued building work. We also recommend where possible that you leave a car space between cars when parking.
Will I have to queue to enter the store?
If we have reached capacity instore you will be asked to queue in our designated queue area and will be directed by a member of the team. On entry each adult will be asked to take a trolley so that we can ensure the maximum number of customers is not exceeded. Sanitiser and cleaning materials will be provided for you to clean your trolley so that you can be confident it has been cleaned to an acceptable standard, we will also provide hand sanitiser. Please note that is this an uncovered are so please be mindful of the weather.
Can I use a basket instead of a trolley?
Unfortunately not, the use of a trolley is compulsory and part of our social distancing strategy.
What payment methods do you have available?
We are encouraging where possible to use contactless payment, we have raised the maximum spend to £45 for contactless spend and also have Apple pay available
How long can I stay instore?
We are not setting a limit for the length of time instore however we ask that you please use common sense and think of others as they will not be able to enter the store until you leave.
Are toiliet and disabled facilities available?
Unfortunately all public and disabled toilets will be closed as we deem these to be the highest risk area. For disabled customers, one of our team will open the disabled toilet if required, please find a team member who will be happy to help.
I have a faulty product am I able to return it?
Customer services instore will be available to deal with your request, we ask that only one person from your group attends the customer services desk, We will be able to issue a refund credit note or pay directly to the card where possible we would prefer not to handle cash. Any items which are returned andare fit for sale we will not add to stock for 72 hours.
Are you offering a delivery service?
Our delivery service is for Garden Furniture and BBQs only. We will not be able to deliver plants, garden essentials or any other item.
Are you offering a click and collect service?
We have now launched a click and collect service for a limited offering of our garden essentials. For more information please see here.
Will I still be able to claim my Evergreens(Over 60s) Discount on Wednesdays?
Yes we will still be honouring discount for Evergreens
Are you still offering carry to car?
Unfortunately we are not able to continue to offer this service until further notice.
I have booked to come for Afternoon Tea, what do I do?
If you have booked to come for Afternoon Tea, you will already have received a phone call from a member of our team to explain the options. We do appreciate that this is disappointing but know that you will respect this important decision.If you have a voucher you were intending to use and that is due to expire, this will be extended. Please see below for details.
I have a voucher for Afternoon Tea that is due to expire, but I’m unable to use it now that your restaurant is closed. What do I do?
Any voucher will be extended for the same time period that was remaining on the voucher as at 20.03.20. This extension will be implemented once we re-open. For example, if you have 6 weeks remaining as at 20th March 2020 (when the Government ordered that Restaurants close until further notice), then you will still have 6 weeks remaining from the date we can re-open.
I have a play session booked at Grass Hoppers and cannot attend as you are closed.
If you have a Grass Hoppers’ play session booked in March, you will already have received an email explaining your options and providing direct contact details should you have any additional questions.
I have booked a child’s birthday party at Grass Hoppers, what do I do?
Our Grass Hoppers’ team are in the process of contacting all customers by phone who have a child’s birthday party booked in March, April or May. This call is to offer you the opportunity to rebook the party for a later date or to opt for a refund. We are working through this list in booking date order so we ask for your patience at this time and please be assured that we will be in touch if we haven’t yet made contact with you.
I have a ticket for ‘An audience with Darren Gough and Michael Vaughan’ Is this going ahead?
As yet, there is no intention to cancel or postpone this event. If you do wish to cancel, our current refund policy to cancel within 28 days currently applies. For a refund, please put your request in an email, including your booking reference number, to firstname.lastname@example.org
Are any of the retail partners open?
Currently only Maidenhead Aquatics are open for business
Can I purchase Birdcare products?
Yes our Wild Birdcare department is open and product available for purchase