Primrose - Help

Hello!
We love to help, and are on hand with technical advice and to place orders. If you have any problems or just want to tell us about your experience with Primrose then please contact us.

We are here Monday to Friday from 9am to 5pm. We're usually at our busiest between 9 and 11am, so during this time there may be a little bit of a wait before we are able to assist you. Use this to your advantage and call when it's quiet!
Alternatively you can send us a message using the form below.

Please contact us first if you're planning on visiting us to view, buy or return products, as we do not have showrooms and most items are held at a number of different locations.

~ Primrose Customer Service Team

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How can I pay?

We want checkout to be as quick and painless as possible - that's why you can use your PayPal or Amazon account to pay - just click the PayPal or Amazon button at checkout. We also take Electron, Visa, Visa Debit and Mastercard card payments - click the 'Pay by Card' button at checkout.

If you want to do a direct bank transfer, please email or call us for our bank details.

We only accept cheques from registered businesses or local authorities and schools. Send cheques payable to "Primrose" to:
Primrose
44 Portman Road
Reading
RG30 1EA

Don't forget to include your delivery address!

Need a VAT invoice? - No problem, just email us after you've purchased and we'll email or post it to you.

Are you Corporate or a County Council and need a Proforma Invoice or an invoice before you purchase? Just contact us via phone or email and we'll send the paperwork. Unfortunately, we'll need to receive the money before we release the goods.

Unfortunately, we don't offer credit facilities or pay-on-delivery.

Where's my order?

If you haven't received your order, you can track it using this form:

Alternatively you can check the product page on our website and see the anticipated delivery time to the right of the picture. In the unlikely event that this time has been exceeded, please check with your neighbours in case it's been delivered there. If not, give us a call on 0118 903 5210 or email info@primrose.co.uk giving us your name and postcode and we'll get straight back to you.

Where can you deliver?

We can usually deliver to all areas of mainland UK for the delivery charge specified on the product page. Some items may incur an additional charge for Northern Ireland, Scottish Highlands and Islands. You will be contacted for additional payment should these charges apply to your order. Please request a price for delivery to non-UK destinations by contacting us. Read all our delivery information here.

What's your returns policy?

If you don't like the item you've bought, just let us know within 60 days of receiving it and send it straight back to us with the returns number we'll send you. This doesn't apply to bespoke or made-to-order items. Read our full 'No Quibble' returns policy here.

How quickly will I get my order?

Each product that we sell has a clear indication of when you can expect delivery before you buy - it's to the right of the picture on the product page. Usually we'll despatch the same day you order. If you want to see where you order is, you can use the 'Track your Order' form above.

What kind of product warranty will I get?

All our products have at least a two year warranty (except in certain circumstances for plants, bulbs, heating elements and selected greenhouses). Some other products have even better warranties - we'll tell you this on the product page. Read more about our product warranty here

When are you open?

Normal office hours, Monday to Friday from 9am to 5pm.