Help Centre

Following updated guidance from Government, all stores have re-opened with strict social distancing measures. You can find our latest update here.

Online delivery is still operating however please be aware that delivery times may be extended as both our team and our suppliers adapt to new ways of working in order to stay safe.

Our Customer Service team are working remotely and operating reduced hours with phone lines open Monday – Friday, 10am – 4pm.

There may be a longer delay in us responding than usual and we ask for your patience as we work through a high level of contacts. 

Search our knowledge base for answers to common questions, alternatively you can Contact Us.

Category: Click & Collect

Can I Click & Collect from any Dobbies store?

Click & Collect is currently only available at our Edinburgh store.

Is there a charge to Click & Collect?

It's free to Click & Collect when you spend over £30. A £3 charge will be added to orders below this value.

Can I book a collection slot for next week?

You can book a collection slot up to 5 days in advance.

Why can't I select a slot for today?

Unfortunately we aren't able to offer same day collection slots at this time.

Why can’t I find the product I want to buy?

We have a carefully selected range of products available to Click & Collect. We're adding products regularly to the Click & Collect range.

What payment cards do you accept?

We accept Visa, Mastercard and American Express.

Can I pay by Giftcard?

You are able to pay using a Dobbies Giftcard. We hope to be able to accept HTA and Wyevale Giftcards in the near future.

Can I amend my order?

Currently you're unable to make changes to products or quantities once you have placed your order. If you change your mind or are unhappy with an item then the product will need to be returned in store after collection.

I need to change my collection slot, how do I do that?

If you need to change the day and/or time of collection, please call our Customer Services team on 0131 561 6406 and select option 4. Lines are open Monday to Friday, 10am to 4pm.

How do I cancel my order?

If you need to cancel your order, please call our Customer Services team on 0131 561 6406 and select option 4. Lines are open Monday to Friday, 10am to 4pm.

I'm a Club Plus member, do I get my 10% discount on plants, bulbs and seeds?

Yes, simply add your Club Plus card number on the basket page of your order and the discount will be automatically applied to the relevant products.

I'm a Dobbies Club member, can I collect points?

Club members can collect points on all eligible products. Don’t forget to add your card number to the basket section when you place your order. Points will be added to your account within 48 hours of your Click & Collect order being placed.

When will points be added to my account?

Dobbies Club points will be added to your account within 48 hours of your Click & Collect order being placed.

Can I use my Dobbies Club reward vouchers to pay?

Unfortunately it isn't possible to use these as payment currently.

Where do I collect my order from?

Collect your order from the dedicated Click & Collect collection point.

What do I need to bring to collect my order?

Please bring your order confirmation, either as an email on your phone or as a printed copy. Please also bring your ID – this can be your payment card, a photocard driving licence or passport.

Is it safe to collect my order?

Our team members are adhering to social distancing guidance and will keep a safe distance.

Why do I need to bring ID to collect my order?

To help protect you from fraud we will not release an order without confirmation of the order number and seeing the ID associated with the order.

How will my items be packed?

Unless otherwise stated products won’t be packed in bags or boxes.

Can someone collect on my behalf?

If someone else is picking the order up on your behalf, the person you have nominated must also show the order number and their photo ID. Simply enter their name as part of the checkout process.

I can't find my order confirmation email, what can I do?

Please check the junk mail folder in your email account. If not, bring your photo ID and give your surname and postcode to the team member at the collection point when you collect your order.

I didn’t receive my confirmation email, what should I do?

Please call our Customer Services team on 0131 561 6406 and select option 4, to check that your order has been received. Lines are open Monday to Friday, 10am to 4pm.

I was unable to collect my order. What happens next?

We’re only able to hold your order until the store closes on the day you are due to collect. You’ll be issued with a refund if you do not collect your order. This will take 3 to 5 working days to reach your account.

How do I return a product?

We hope you’re happy with your order. If you change your mind or are unhappy with any items, they will need to be returned to store with a copy of your order confirmation email.

How long will it take for me to receive my refund?

Refunds will take 3 to 5 days to reach your account.