How can we help you?

Here are all our customer service details. If you would like more information on anything, please email us at info@sarahraven.com and we will get back to you as soon as possible.

What method of payment can I use?

We accept payment by Visa, Mastercard or Maestro credit or debit cards. We are sorry but we can't accept payment by American Express.

If you would like to pay by cheque then please send this in to us with an order form by post.

If you would like to redeem a gift voucher, please contact Customer Services.

All prices include VAT at the current rate where applicable.

For further information, please see our Payment, Guarantees and Returns page.

Will I be charged at the time of order?

Yes, your payment will be processed at the point of order. Card details are not stored on our system for security reasons.

For further information, please see our Payment, Guarantees and Returns page.

Will I get a confirmation email?

Yes, if you have provided us with an email address at the time of order then you will receive an email confirmation. You will also receive an email when your order has been despatched.

Once placed, can my order be tracked?

Unfortunately we do not have the facility for customers to track their order. If you would like to get an update then please contact us.

How do I save items in my basket?

We recommend that you set up an online account; you can log in to the site at the start of your visit and any items added to the basket will remain there for next time you log in. If you do not log into an account then any items placed in your basket will remain there for a short time (this can be dependent on the computer settings you have in place).

Can I cancel or amend an order?

It isn't possible to amend an online order via your online account. If you would like to make any amendments please contact us and we will do our best to fulfil your request.

If you would like to cancel an order then please contact us, letting us know which items you would like to cancel and whether you would like a refund or credit for a future order.

I have credit with Sarah Raven, how can I spend it?

Any credit you have with Sarah Raven (eg from a refund) will be set up on our order system, so cannot be accessed via your online account and cannot be used for an online order. The credit can be used on orders placed by phone or post.

To spend your credit, please contact our Customer Services team, and we will process the order for you, informing you of any additional payment required.

How will my order be delivered and when will I receive it?

Orders are sent out by post (Royal Mail 2nd Class) or courier (72hr service) and are despatched as quickly as possible. We aim to despatch orders within 2-3 working days, with the exception of plants and bulbs, which will be despatched at the best time for planting.

We tend to be extremely busy in peak seasons (spring/early summer: March-May, and autumn: September-October) and during sales, when it may take up to a week to despatch orders (up to 2-3 weeks for plant orders).

For further information on delivery, please visit our Delivery Pages or email wheresmyorder@sarahraven.com.

What if I am not in when you try to deliver?

When ordering by phone or post please let us know if you are likely to be out when the order is delivered, so we can add relevant delivery instructions to the order. If you are ordering online, please add any delivery instructions when directed at checkout.

If you will be on holiday when your delivery is due, please contact us and we will advise you further.

Does Sarah Raven deliver outside the UK?

We are able to deliver seed only orders to European Union (EU) countries at a cost of £6.95 per order (please note this does not include Seed Tin Collections which we are unable to despatch overseas). We are not able to send hardware, live plants or bulbs outside the UK.

At present, seeds can only be sent inside the EU. We suggest that, where possible, you source your seeds locally or order for delivery to a friend or relative in the UK.

For more information, please see our Delivery page.

Do I need to pay multiple postage costs for each despatch?

No, you will pay one postage charge of £4.95 for standard orders or £2.50 for seed only orders. This is incorporated in the grand total that is paid at the time of order, and there will not be any additional charges if your order is sent out in multiple despatches.

For more information, please see our Delivery page.

What do I need to do if I wish to return an item?

Please follow the correct procedure for the following items:

Hardware: Please return any items within 28 days of receiving your order, unused and in their original packaging, for a refund or exchange. It is not necessary to call us – simply download and complete the Returns Form (.pdf), enclose it in your parcel, and use the pre-printed returns label. Don't forget to affix the correct postage to the package. We recommend that you obtain a certificate of posting from the Post Office for any returned items, as you are responsible for the good until they reach us. We will prompty exchange the item, or give you a full refund if preferred.

Plants, bulbs and seeds: Please do not return any of these items; simply contact us and we will replace or refunds as appropriate.

For further information on returning products, please see our Payment, Guarantees & Returns page.

I have put together my order using the catalogue – how do I order the products online?

You can find products using the drop down categories at the top of the website, or search for products via the name or product code in the search box.

Alternatively, you can use our Quick Shop facility, which allows you to quickly put together an order if you already know which products you require.

My offer code doesn't seem to be working, why?

Please check the requirements and conditions of the code, check the expiry date and make sure you're only using one offer code per order. For more information and instrcutions, click here.

How do I request a catalogue?

If you would like a copy of one of our catalogues sent to your door, please fill in the online form to be added to our mailing list.

How do I set up an account?

It is very easy to set up and manage an account on our website. Click 'My Account' at the top of the page, where you can sign up as a new customer – simply enter your details and click 'Register'. Once logged in, you can set up your billing and delivery addresses. 

Will my plants be ok packaged up if they are delayed in transit?

Plants should be planted as soon as you receive them, following the planting instructions provided with your delivery. The plants should be ok in their packaging for a few days after despatch, although if you were out and they have been delivered to a sorting office, we would advise picking them up as soon as possible.

Corms, bulbs and dahlias will all be fine in their packaging for a little longer, so not as critical if they are delayed in transit, however they will still need planting up as soon as possible.

What size and heights will the plants/bulbs be sent out in?

To get an idea on the sizes that we send our plants/bulbs out in, please visit our Plant Sizes & Product Info page.

To find out the height of a plant, please see the individual product pages. 

Are Sarah Raven seeds genetically modified?

No, we do not stock genetically modified seed. If seed is organic, this will be mentioned in the product information.

Where else can I buy Sarah Raven products?

The shop at Perch Hill stocks various seed varieties, however they are restricted on the amount of varieties they can stock. If you were unable to purchase any varieties during a Perch Hill visit, please visit our website or contact our Customer Services team.

Who do I contact if I have a horticultural question?

Please contact us by phone, or email your query to plantadvice@sarahraven.com.

0845 092 0283

Please note that our lines are open from 8am to 10pm Monday to Saturday and Sundays 9am to 10pm.

By Email

By Post

Sarah Raven’s Kitchen & Garden Limited
1 Woodstock court
Blenheim Road
Marlborough
SN8 4AN