How do I contact Ferndale Lodge?
Please see the details on the Contact Us page.
ORDERING
How do I use this website?
Hopefully you will find our website easy to use. Simply browse through the categories to see what’s available or use the quick search if you know what you want to buy. Then add the item to your basket and either continue shopping or proceed through checkout. The system will give you prompts at the bottom of every screen.
Is your website secure?
Absolutely. We use the Secure Socket Layer (SSL) encryption method and have experienced no problems with security.
Why do I have to log in?
This is to help make your online shopping safe and secure and is necessary when giving personal details or making a payment. It also allows you to track your orders and to change your personal details online.
How will I know that my order has been accepted?
You will receive an email confirming the details of your order.
How can I track my order?
Go to My Account and login using your email address and password. Select the option Order History and you will see details of all items ordered together with their status.
How do I change or add to an order?
Please let us know via the Contact Us page and well do our best to help.
I live abroad – can I still order?
We are not able to accept orders for delivery abroad.
Do you sell gift vouchers?
Yes, we do however at the moment these cannot be purchased online. Please call us on 0844 314 0043 and we’ll be pleased to take you order.
How can I cancel an order?
Please let us know via the Contact Us page and we will do our best to help.
PAYMENT
What methods of payment do you accept?
Payment for online orders can be made by credit or debit card – VISA, MasterCard, Maestro/Switch or Delta. We currently only accept payment in sterling.
Can I redeem my Ferndale Gift Voucher online?
Yes you can. When placing your online order enter the 20 character code of your Gift Voucher in the Voucher Code field on the payment page.
Can I pay using National Gardening Gift Vouchers?
We do not accept these vouchers.
DELIVERY
Can I change my delivery address?
We will make every attempt to change a delivery address however we need as much advance notice as possible. Please contact us and we will do our best to help.
How will my order be delivered?
Small items are sent by Royal mail post.
Larger items, unless stated otherwise, are sent by a carrier service.
When will my order be delivered?
Most items will be delivered within 7 to 14 days although some specified items can take up to 28 days. Customers living in the Highlands and Islands and offshore Islands (Channel Isles, Scilly Isles, etc) need to add up to 11 working days for courier delivery.
How much do I have to pay for delivery?
The delivery charge per order (irrespective of the number of items ordered) is £3.95 however there is a supplementary charge for orders weighing over 2 kg being delivered to the more remote parts of the country. For more details please refer to our Terms & Conditions.
I may be away from home when my order is likely to be delivered. What can you do?
If you are not likely to be at home during please give us an alternative delivery address (perhaps a friend or neighbour).
ACCOUNT DETAILS
Can I update my address?
Yes, go to My Account and make the necessary change.
What if I forget my password?
Simply go to My Account, key your email address and then click Reminder. We will then send you an email with the details.
Will you pass my email address to other companies?
No, we will not do this however we may email you with our regular newsletter. If you do not wish to receive this newsletter please contact us.
RETURNS
What is your returns policy?
All Ferndale Lodge products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, please let us know within 14 days and well arrange a replacement or refund. We are only liable for the cost of the goods as quoted on the website plus the cost of delivery if the goods are faulty.
For more specific information please contact us.
TECHNICAL ISSUES
I’ve forgotten my password – please can you remind me?
Certainly, simply go to My Account, key your email address and then click Reminder. We will then send you an email with the details.
I’m experiencing some problems with the Ferndale website. What should I do?
Try restarting your PC as this often fixes temporary problems. If this doesn’t work then please contact us.
How do I contact Ferndale Lodge?
Please see the details on the Contact Us page.