Order FAQs

Order FAQs

Why did I receive only part of my order?

If your order was a large plant order (ie. many plants), we will usually send you what we have now and send the rest on when new fresh stock comes in. In some cases , delivery vans may be too full to take all boxes on a given day and they will follow the next day. If you did not order fresh plants but only received part of your order please contact Customer Support at info@keanesgardencentre.ie or call (091) 796 660


Can I change my order/delivery address?

If your order has not yet been dispatched, you can usually change the order contents or delivery address. The easiest way to do this is to contact Customer Support at info@keanesgardencentre.ie or call (091) 796 660.


I haven’t received a confirmation email?

You should always receive a confirmation email once your order has successfully completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your email Spam and Junk folders and account information to ensure the correct email address has been submitted and there are no misspellings.


What can I do if there is something wrong with my order?

We are really sorry if there is a problem with your order. If the item has been damaged in transit or you received a wrong item, please take a photo and send it to us at info@keanesgardencentre.ie. We will try our best to correct it and replace the damaged/wrong item if we are at fault. Please see our returns policy here. If you have any further queries please contact Customer Support at info@keanesgardencentre.ie or call (091) 796 660.


How long will it take to get a refund?

Refunds usually take 3-5 working days to appear back in your account.


How do I cancel an order?

If your order has not yet been dispatched, you can cancel your order by contacting Customer Support at info@keanesgardencentre.ie or call (091) 796 660. Please allow 3-5 working days for the refund to appear in your account. If your order has already been dispatched you can still return it and cancel it. Unfortunately you cannot cancel your order online.



Will I have to sign for the delivery?

If your order was dispatched by Fastway couriers, you will have to sign for it unless otherwise stated. If you are not able to take delivery or cannot sign for it please contact your local Fastway courier at http://www.fastway.ie/courier-locator

If your order was dispatched by An Post, you will be required to sign for it if you are able to accept delivery. If you are unable to accept delivery, An Post will contact you directly by phone or text to arrange another suitable delivery time.

If your parcel was a small envelope eg. Gift voucher, no signature is necessary.


How much does delivery cost?

Nationwide delivery (Republic of Ireland and Northern Ireland) is a flat rate of €4.75, regardless of how many items you order! So even if you order one item or 100 items, delivery will stay the same.
If you need a specialised courier ie (same day or for an extremely large order) please contact Customer Support at info@keanesgardencentre.ie or call (091) 796 660 for more information.




How do I track my order?

We can provide a tracking number if required on request.
Generally orders arrive without incident the next day after we send them so tracking is usually not needed. In the event of a problem, just let us know and we will provide the tracking code.

When we send you this tracking number enter it at either http://www.fastway.ie/11TrackTrace.html or https://track.anpost.ie/TrackOne.aspx  

Tracking numbers beginning with PA are for Fastway. Tracking numbers beginning with LJ  are for An Post



What happens if my order is damaged when it arrives?

We are extremely sorry if your order has been damaged during transit. Please take a picture and send it to info@keanesgardencentre.ie and we will be in contact with you to discuss your options of returning the order.



How can I pay for my order?

You can pay by either Paypal or with your Visa or Mastercard debit or credit card.



How do I contact the customer support team?

You can contact our Customer Support at info@keanesgardencentre.ie or call (091) 796 660  between 9-6pm Monday to Saturday and 11-6pm Sunday and Bank Holidays for more information.