If you have any other questions that aren't covered here or would like further information about any of our products then you can contact us by telephone on 01932 878570 (between 9.00am-5.00pm, Monday to Friday) or by sending an email to: firstname.lastname@example.org
Help with your order & FAQs
Do I need to create an account to place an order?
No, you can checkout as a guest so your personal details will not be stored on the website.
There are several advantages to creating an account though. Your name and address will be stored in the “My Account” area, which means it is quicker for you to shop. You can save your basket and come back to it later, and you’ll be able to view your previous orders. You can also store up to five alternative delivery addresses.
For your security, payment card details will not be retained when you create an account.
Iíd like to set up an account, how do I do it?
All you need to do is click on “My Account” at the top of the page, where you can enter your details and then manage your account. You’ll be able to enter alternative delivery addresses and view your previous orders.
You’ll also have the opportunity to sign up to receive our Email newsletters, which contain offers, competitions, advice and products you can sow now.
How do I claim my 10% Chase VIP discount?
If you have previously been eligible for "members' discount" then we are continuing to offer this. First ensure you are logged in to your account. Next, place a product in your basket and view "My Basket". Below "Delivery Method" you will see a button to check eligilbility for Chase VIP discount. Enter your membership number and postcode to check eligibilty. If successful you will see that prices in your basket and on displayed products will now been shown with the 10% discount removed. Please get in touch if you are having problems and we will be happy to assist.
Are my details secure?
Yes, they can only be accessed by you using the password that you specify. It is also our policy NEVER to sell, rent, share or give out customer details to any other organisation, except where necessary to deliver your order.
Payment card details are not retained on the site. Regular security scans are carried out on our site and network.
What payment method can I use?
We accept payment for online orders by Visa, Mastercard, Maestro, Delta and PayPal. Payment is taken when the order is first processed, after your order has been securely transferred to our offices and checked in. If you would like to pay by cheque or Postal Order, please post it to us together with the order form.
Our gift vouchers can be redeemed by post or online.
When will I be charged and will my card details be saved?
Payment is taken at the time of ordering, once the order has transferred from the website to our offices.
Card details are not stored on the website or in our offices, so if for any reason we need to ask for additional payment (export post for example), or if we need to refund you, we will contact you.
I have a small credit balance, how do I spend it?
Credit can be accrued if we have exchanged a product on your order for one at a lesser price (at your request), or if you have requested that a refund be in the form of credit for use against future orders.
Credit cannot be spent online, but if you would like to phone your order through or post it in, we will be happy to deduct any credit owed from the total.
I have used the printed catalogue to put together an order, how do I order the products online?
You can find everything by using the drop down menus at the top of the website, or search for products by name or catalogue product code and then add to your basket from there.
How do I save items in my basket?
Basket contents are only retained whilst you are shopping and stay active on the site.
If you want to build your order over several sessions, please create an account or log in to your existing account, and use the Wishlist feature. Your Wishlist will remain for the next time you log in and can be converted to an order when you are ready.
Once Iíve ordered, will I get a confirmation email?
Yes, we’ll send you an order confirmation email when the order is placed online, and we’ll send you another one to let you know when your order has been despatched.
Iíve ordered plants, tubers or bulbs and I havenít had them yet. Why not?
These items are seasonal, so we do not carry stock beyond the plants’ growing season. We receive them from the grower when it is the best time for planting, so although there may be a delay in fulfilling your order, it is purely so that we can ensure you receive your goods at the optimum time.
Iíve made a mistake on my order. Can I change or cancel it?
We are more than happy to amend your order, so please contact us and let us know what you would like to change. If you need to cancel an item, please let us know whether you would prefer a refund or credit (which can be used against future orders).
Please bear in mind that during peak season (January to May) we have hundreds of orders in our warehouse on any day, and it may be too late to make amendments.
Iíve changed my mind about one of the products on my order, or it is faulty. What do I do?
Please contact us as soon as possible after receipt of your order and let us know of any problems. We will organise any returns, so please do not post anything back to us without speaking to our Customer Services team first.
How do I request a catalogue?
You can either give us a ring and we’d be happy to pop one in the post to you, or you can request one online via the “Request your copy today” link on our homepage.
I need horticultural advice. Who do I contact?
Please feel free to contact us by phone, email or post, and we will do our very best to help.
Are any of your seeds genetically modified?
No! We do not sell, nor have we ever sold, genetically modified seeds or plant material.
Are your bulbs treated with neonicotinoids?
Absolutely not. Our bulbs are organic and we would never stock anything which had been treated with neonicotinoids
Why arenít all your seeds organic?
Until recently, organically produced seed was very rare and using untreated non-organic seed was the only option for most organic growers. However, since then, the situation has improved. We now have many sources of organic seeds, many of which are available exclusively in the UK through The Chase Organics Catalogue.
There are still gaps where no organic seed is available, and our aim is to fill these when we can. Until that time we will continue to offer high quality, non-organic seed of varieties that have been shown to perform well in organic gardens, providing our customers with the widest possible choice.
My question has not been answered here. What do I do?
If you have not found the answer to your question here, please email email@example.com or give us a ring on 01932 878570, and we will be happy to help.