faqs
Please find below a list of frequently asked questions related to all aspects of online ordering with Garden Machinery Direct. Should you need any additional information, or cannot find the answer to your question here, please contact us.
Product Support
Q. How do I register my product for warranty?
A. You don’t need to—we’ll register eligible products for you after delivery. If you have any concerns, feel free to contact us.
Q. Do your products come with a warranty?
A. Most of our products come with a manufacturer’s warranty, but not all. Please check individual product listings for specific warranty details. Warranties often include terms such as regular servicing, which may be required to maintain coverage.
Q. Can you help me choose the right product for my needs?
A. Absolutely. If you’re unsure which machine is right for you, get in touch with your requirements and we’ll be happy to offer advice.
Q. Do you offer product setup or installation?
A. We offer installation and setup services for robotic mowers and ride-on machines in certain areas. Please contact us to find out if this service is available in your location.
Stock & Availability
Q. The item I want is out of stock. Can I pre-order it?
A. If an item is out of stock, our website will show an option to pre-order when available. In some cases, we have stock on the way; in others, we may order the product in especially for you. You’re welcome to contact us for an update on availability.
Q. Do you have everything listed online in stock?
A. Not always. Some items are sent directly from suppliers or may temporarily be out of stock. Stock status is displayed on each product page, but if you’re unsure, feel free to get in touch.
Payments
Q. What payment methods do you accept?
A. We accept all major debit and credit cards, Apple Pay, Google Pay, and PayPal.
Q. Is it safe to shop on your website?
A. Yes. We use secure SSL encryption to protect your personal information. Your payment details are never stored by us.
Delivery & Returns
Q. When will my order arrive?
A. This depends on the delivery method chosen at checkout. Please refer to our Delivery Page for full information.
Q. Do you deliver outside the UK?
A. We deliver across Great Britain (GB), but unfortunately we do not deliver to Northern Ireland or the Channel Islands at this time.
Q. Do you offer free delivery?
A. Yes, we offer free delivery on many items, typically when the order exceeds a certain value. Full details are available on our Delivery Page.
Q. Can I track my order?
A. Yes. Once your order has been dispatched, you’ll receive an email with tracking details from the courier. If not received, please contact us and we’ll help you locate your order.
Q. How do I return my order?
A. Please visit our Returns Page for full instructions on how to return your item(s).
Invoices & Orders
Q. Can I get a VAT invoice?
A. Yes. A VAT invoice is automatically emailed once your order has been completed. Please check your junk or spam folder, as they sometimes end up there. If you still can’t find it, contact us and we’ll resend it.
Q. Can I change details on my invoice or order?
A. If you need to change the details on your invoice or order after purchase, we will need to cancel and refund the original order, and you will need to place a new one. This is due to the security checks that take place using the information you provide at checkout.
Aftersales Support
Q. My delivery arrived damaged—what should I do?
A. We’re sorry to hear this. If the machine itself isn’t damaged, please contact us so we can inform the courier. If you believe the machine is damaged, please email aftersales@gardenmachinerydirect.co.uk with photos so we can investigate.
Q. I received the wrong item—what should I do?
A. Please check your order confirmation to make sure the item differs from what you ordered. We sometimes reuse packaging, so open it fully before contacting us. If you’re sure it’s incorrect, email aftersales@gardenmachinerydirect.co.uk and we’ll investigate.
Q. I’m missing item(s) from my order—what should I do?
A. First, check your order completion email to confirm what’s been dispatched. Then thoroughly inspect all packaging. If something’s still missing, email aftersales@gardenmachinerydirect.co.uk and we’ll investigate.
Q. I’m missing a battery from my order—what should I do?
A. With cordless machines, the battery is often packed inside the machine for safe transport. Please check there first. If it’s still missing, email aftersales@gardenmachinerydirect.co.uk and we’ll help.
