Where do you ship to?
At the moment, we ship anywhere in the mainland UK. Our order processing software is being upgraded to handle remote locations which incur a surcharge from Royal Mail. We are happy to quote on a case-by-case basis for UK non-mainland customers - just ask!
We do not generally ship overseas, though we are always happy to quote - we will pass on the shipping cost to you in this case.
What are your delivery charges?
We aim to charge only a fair shipping rate, reflecting the actual cost of packaging and sending your order, while maintaining a clear and simple pricing structure.
Most orders are sent by courier, and we charge a flat postage and handling rate of £5. Some lighter items are sent by regular post, costing just £2 if you order 3 or less, and some very light items are sent free. "Normal", "Light" and "Very Light" as appropriate are shown in each product description.
|Items Ordered||Shipping Cost|
|Only "Very Light" items.||Free!|
|Up to 3 "Light" items.||£2|
|More than 3 "Light" items.||£5|
|Any number of "Normal" items.||£5|
To show our appreciation, orders over £50 receive free shipping!
There are a few unusually heavy or bulky items which have special delivery arrangements - these will be specified in the product description, and the shipping for these is calculated separately from other items.
In all cases, the total shipping cost is displayed in your shopping basket, which you can view without needing to create an account or login.
(We hate those sites that only tell you the shipping cost after you go through the whole checkout process too!)
How do you ensure credit card safety?
We take credit card safety and online fraud very seriously. We use PayPal to handle all of our card transactions.
When you place your order, you will be taken to PayPal's secure server to enter your payment details. This means we never see or retain your card details, and you have the peace of mind of knowing that this sensitive information is being handled by a company who specialises solely in doing so - safely and securely.
What payment methods do you accept?
Through PayPal, we accept any form of payment that PayPal processes - including all major credits cards, and direct bank transfers.
Please note that you do not need a PayPal account to purchase from us!
How long will it be until I get my items?
Orders we receive before mid-day, Monday to Friday, are normally sent out that day, and will take 1-3 working days to arrive. In unusually busy periods however, it may take several days longer.
A few items are sent direct from the manufacturer, and these will tend to take a little longer to arrive than other products.
In the event of an unforeseen stock shortage or other severe delay, we will contact you and advise you of the situation.
Please note that our warehouse is closed between Christmas and New Year, so no orders will be sent out. As mail volumes are very high around the holiday season, we recommend ordering by the 10th of December to be sure that your items will arrive in time for Christmas.
What is your returns/cancellation policy?
We will gladly accept any undamaged and unopened items you return to us, and give a full refund of the purchase price (though we must ask you to cover the shipping).
Of course, this does not affect your statutory rights.
Please however do not return items without contacting us first, at firstname.lastname@example.org.
You are always welcome to cancel your order, for any reason, up until the point the goods ship, and receive a full refund.
Our full policy is available here.
Why the name "Emerald City"?
As our lifestyles become ever more urban, many people sadly don't have gardens to enjoy at all. One of our key goals at Emerald City is to provide the advice and gardening equipment for people to enjoy plants indoors, or with limited space - to turn our cities green.
Also, we really loved the concept sketch that our graphic designer came up with, which ended up being our banner!
Why doesn't your site work properly on my browser?
We are constantly working to ensure everything works correctly on non-compliant browsers - whilst still staying within the standards ourselves - but in some cases this is very difficult or even impossible. If you find something on our site that appears to look wrong, or not function correctly, you can help us by letting us know. Please mention your browser, version and operating system - help us to help you!