Online Shop FAQs | Squire's Garden Centres

Shop Online Help

We hope you will find the answer you are looking for in our Frequently Asked Questions below.


Shopping Online

Why can’t I buy some products on Squire’s website?

Availability of products changes throughout the year. Not all products displayed online are available for home delivery. You can use the ‘delivery’ filter tab on the product pages to quickly see what’s available for delivery.

Why can’t I see items that were available before?

Many products are seasonal and can change regularly. Some products may no longer be available for home delivery but will still be available in our centres. Please use the stock checker on the product page. If you have a specific enquiry, please contact your local Squire’s Centre.

What forms of payment do you accept?

Credit Cards, PayPal, Apple Pay, Google Pay and Squire’s Gift Cards. We are not currently taking Visa or Mastercard Prepaid Gift Cards as payment for online orders.

Can I add something to an existing order?

Please contact your local Squire’s Centre who will be delivering your order as per your order confirmation email.

Can I track my order?

No, please be in contact with your Local Squire’s Centre as detailed on your order confirmation should you have a query. However, if you have opted for an SMS text, you will be notified on the day as to approximately when to expect your delivery.

Can I buy live animals online?

Live animals are not sold online, only in-store at Squire’s Pets & Aquatic centres at Badshot Lea, Stanmore, Twickenham, Washington and the Aquatics centre at West Horsley.

Your Account

Do I need a Squire’s account?

No, you can still checkout as a guest. Opening your own Squire’s account will save your previous orders for future reference and make the checkout process more efficient next time.

What personal details are held and is it secure?

Your contact details are held under the rules of our privacy policy, but no payment details are stored.

My account has been locked, what do I do?

Please follow the instructions to reset your password.

I cannot find my order number.

You will find this on your confirmation email. Alternatively, you can find your order number on your delivery note and in the account area on our website if you have registered.

Online Home Delivery

Where do you deliver?

We are delighted to offer a local delivery service for online orders.

To see if your address is within our delivery area, please use the postcode checker or check the list of postcodes at the bottom of our delivery page, here.

Is there a charge for home delivery?

There is a set £10 delivery charge for orders under £60, this excludes orders containing items deemed as heavy goods, such as compost and aggregates (gravel, stones, chippings etc.), congestion charges still apply. Items marked as being delivered by Royal Mail will display their own delivery charges. Additional delivery charges may be applied for deliveries deemed as a two person lift.  Any additional delivery charges will be displayed at the point of order, pre-payment in your basket.

Is there a minimum spend for home delivery?

Yes, a minimum spend of £25 applies to be eligible for a local home delivery. This excludes items marked as being delivered by Royal Mail.

Who delivers my order?

Our friendly delivery drivers in our own vans carefully deliver your order.

Can I get an earlier delivery slot?

Where available, delivery slots are as shown on delivery set up, pre-payment.  Otherwise one of our team will call you when your order is ready to be despatched to arrange your home delivery.

Do you offer fast track, next day or timed delivery?

No, we aim to deliver as quickly as we can.

Do I need to be at home for a home delivery?

If you have purchased age restricted or high value products such as scissors or garden furniture, we will require you to accept the delivery and if necessary, provide a proof of age. Otherwise, you can leave instructions on your order should you want us to leave the delivery in a secure place e.g. with neighbour.

Can I arrange a home delivery to a different address?

Yes, providing the delivery postcode is within our delivery areas.

Can I change my home delivery date?

If you need to change your chosen delivery date, please contact your local Squire’s Garden Centre as detailed on your order confirmation.

What notification will I receive?

You will receive an email order and home delivery confirmation after payment.  You will also have the option to request a SMS text reminder to alert you once your order is out for delivery.

Can I arrange a delivery in-store?

Yes, local home deliveries that are within our postcode areas can still be booked whilst shopping in any Squire’s Garden Centre. Minimum spend and the delivery charge (plus congestion charge if applicable) will still apply but charges vary.

Is the packaging used for delivery recyclable?

We may use polythene mailing bags made from recycled material, recyclable in many household recycling schemes. They can also be recycled at carrier bag collection points or at recycling centres. Our mailing boxes are made from cardboard and are widely recycled.

Our Squires branded carrier bags are made from home compostable, plant based materials.

PELASPAN® BIO packaging is certified in accordance with NF T51-800 making it home and garden compostable, made entirely from starch material.   

Will I need to be there to accept a delivery when I have ordered age-restricted items?

By placing an order for one of these items, you are declaring that you are 18 years of age or over. These items must be used responsibly and appropriately. Our driver will ask to see a valid photo identification if the recipient appears to be under 25, in line with our “Challenge 25” policy.

Accepted photo identification:

  • A passport
  • A valid driving licence

Limitations Relating to Delivery Service

  • It is the customer’s responsibility to ensure that there is suitable, safe and adequate access for items to be delivered. The route to the delivery location must be clear.
  • It is at the customer’s own risk when requesting items to be delivered to a point beyond the kerbside.  This includes damage to property and personal belongings when deliveries are being made.   All such requests need to be made at the point of purchase.
  • Our delivery teams must adhere to all our health and safety protocols when completing a delivery and have the right to refuse requests which put them, others, delivered items or customer property at risk of injury, danger or damage.
  • If you suspect our delivery team may face challenges in delivering to your address or have access concerns, please speak to a member of our team in-store or contact the delivering centre as per your emailed order confirmation.
  • Dog owners must ensure that their dogs are restricted during the delivery.
  • Unwrapping products and removing packaging is done only at the delivery team’s discretion and is not automatically provided as part of our service.

Delivery by our Approved Suppliers

Products labelled ‘delivered by our approved suppliers’ will be delivered directly by the manufacturer, or their chosen courier.

Delivery in these cases will be managed directly by our suppliers and your delivery address including contact details will be passed to our supplier.

You will be contacted by the supplier close to the delivery time with a proposed delivery date.

We quote the approximate lead time for delivery from our approved suppliers on the product page, so please check this before contacting us.  If the promised delivery time has passed, please email for help tracking your order.

To enquire about your order, please email and we will be able to contact the supplier for you and then get back to you with an update.

If your order is accidentally damaged in transit, or you have any query about your order, please email

Returns / Refunds / Exchanges

We hope you are delighted with your purchases, but if you’re not completely satisfied, there are lots of ways we can help.


Changed Your Mind

If you wish to return an item because you have changed your mind, you have up to 28 days to return it to us for an exchange or refund.

If you wish to return an item purchased online because you have changed your mind, you have up to 28 days to return it to us for a refund. We will not refund any delivery charges associated to that order.

Returning a Faulty Item

If your product develops a fault within 30 days of purchase, please return with proof of purchase and we will exchange or refund. Some products may be covered by a manufacturer’s warranty.

How To Return

If you purchased an item directly from one of our garden centres, please ensure you have the receipt and the payment card you originally used to buy the product and you can return to any Squire’s Garden Centre for an exchange or refund. 

For online orders please take your order confirmation email or the delivery note and the product you wish to return or exchange or refund to any Squire’s Garden Centre.


Once we have received your return, your refund will be received within 7 working days. Please note, we do not refund any delivery costs or reimburse you for the cost of returning an item unless the item has been deemed faulty.

If a collection is requested for large bulky items that were home delivered, please be aware that we will only process your refund once the item has been returned and checked, this can take up to 14 days.

All returned items must be in line with our Returns Policy, these items will need to be unopened, unused and in their original packaging, with proof of purchase. If no proof of purchased is available, items may be exchanged or the current value of the item returned to a Squire’s gift card at the discretion of Squire’s Garden Centres.

Online Orders for Home Delivery

Amends & Cancellations

To amend or cancel an order which has not yet been dispatched, please contact your local Squire’s Garden Centre with details of the order you are amending or cancelling. If you wish to return an order or part order which has been received, please follow our return instructions.

Incorrect Items

If we sent you something you hadn’t ordered, please contact your local Squire’s Garden Centre immediately informing us of the problem and our team will be happy to assist.

Damaged Items in Transit

If any items are damaged in transit, please contact your local Squire’s Garden Centre immediately informing us of the problem and our team will be happy to assist.

Faulty Items


If you receive an item that is faulty, please contact your local Squire’s Garden Centre immediately informing us of the problem and our team will be happy to assist. You can return items within 30 days to get either a replacement or a refund. Some products may be covered by a manufacturer’s warranty.


If you receive a plant that you believe is in poor condition, contact your local Squire’s Garden Centre immediately informing us of the problem and our team will be happy to assist. We may request that you email us a photograph of the plant so that one of our plant experts can review it and suggest the appropriate actions.

Plants are seasonal and will look different depending on what time of year it is, it does not mean there’s anything wrong with the plant. If you are concerned, please contact your local Squire’s Garden Centre who will be happy to help.

Home Collection for Faulty or Unwanted Items

Please contact your local Squire’s Garden Centre to arrange a collection from your home. This service is only applicable to heavy and/or bulky items, or delivered by a 2-person crew. 

We charge a collection fee of £20 if items are unwanted, but we do not charge for the collection of damaged or faulty items delivered.

Terms & Conditions

If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll exchange or refund it. Items must:

  • Be unused and in their original condition (including all labels and tags intact)
  • Have proof of purchase such as receipt or delivery note
  • You haven’t used the product 

Unless faulty, this must be within 28 days of purchase.

  • Ordinarily, if you have your receipt or order confirmation we will refund the original method you’ve used to purchase. Items purchased with Gift Cards will be refunded to another Gift Card.
  • See below for the full list of products that cannot be returned.
  • For faulty or damaged online purchases we will refund the standard delivery charge if the full order is to be returned, provided you notify us within 14 days of receiving the delivery and returning the items within 14 days thereafter. If you are only returning some of the items on your order, then we will only refund the cost of those items.
  • Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we will be unable to process a refund, so please keep your receipt or order confirmation.  

This does not affect your statutory rights.

Which Items Cannot be Returned?

The following products are not eligible for exchange or refund (unless faulty or not as described):

  • Products you received over 28 days ago
  • Products that have been opened or unsealed (other than where necessary to inspect)
  • Products without original packaging or labels
  • Products or packaging in poor condition
  • Gift Cards
  • CDs / DVDs that have been opened
  • Perishable items or food products which have an expiry date
  • Plants and Trees
  • Products that cannot be returned for hygiene reasons:
    • Face coverings
    • Beauty products
  • Any made to measure/specification products

Please note that if you return items which are outside our Returns Policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.  

3 Year Hardy Plant Guarantee

Our hardy plants (excluding bulbs, annuals and houseplants) are all guaranteed for 3 years from the date you purchased them. If the plant fails in the first 3 years, please contact your local Squire’s Garden Centre informing us of the problem and our team will be happy to assist. We only sell healthy clean plants. This guarantee does not include any plants damaged due to lack of watering, lack of proper horticultural care or factors outside of our control such as any pest or disease attack. 


Customers are required to complete a ‘Livestock Register’ when purchasing small animals and/or fish. We only sell livestock that we believe are in good health from reputable breeders.

  • Fish        48 hours Health Guarantee
  • Pets       72 hours Health Guarantee

Support / Help

There is a problem with my delivery, who can help me?

Please contact your local Squire’s Centre who delivered your order.

How do I know my online order has gone through?

You will receive a confirmation email confirming your order.

I have not received my confirmation email.

Please allow a few hours and/or check your junk mail just in case. If you have not received your confirmation email please contact your local Squire’s Centre.

If you cannot find the answer to your query above, please call your local centre for support, they will be happy to help. Their details can be found here:

Centre Contact Details

Badshot Lea – 01252 333666

Chertsey – 01932 563727

Cobham – 01932 862530

Crawley – 01293 522101

Frensham – 01252 792545

Hersham – 01932 247579

Long Ditton – 020 8398 7170

Milford – 01483 324077

Reigate – 01737 247217

Shepperton – 01932 784121

Stanmore – 020 8954 4628

Twickenham – 020 8977 9241

Washington – 01903 892006

West Horsley – 01483 282911

Woking – 01276 858446

Wokingham – 0118 977 3055

Centre Opening Times

Monday-Saturday: 9am – 6pm

Sunday: 10:30am – 4:30pm*

*Squire’s Frensham: 10am – 4pm

Out of Hours Support

For support when our centres are closed, please click on the button below.

We will get back to you as soon as possible and within 48hrs.


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