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FAQs

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Our friendly Customer Service team is always at hand to answer any of your queries.

Products

WHERE CAN I INSTALL ARTIFICIAL GRASS?
Your artificial grass can be laid on hard surfaces and can be easily installed to replace your existing lawn. Hard surfaces that are common for laying artificial grass can include roof terraces, play areas, outside offices, around caravans, pathways, driveways, balconies and commercial areas; all provided that drainage is good. When replacing an existing lawn with your artificial grass, please make sure the ground is prepared suitably beforehand.
CAN I ORDER A 2M AND A 4M PIECE OF THE SAME GRASS?
We would advise against ordering two different widths of the same grass if they are for the same area. Different rolls of artificial grass can differ slightly in colour variation. We do advise you to order the same widths for all pieces in this situation as this will limit the colour variation of the pile.
CAN ARTIFICIAL GRASS BE FITTED OVER DECKING?
Artificial grass can be fitted over a wide range of surfaces. See our DIY installation page for further details. When fitting over decking, a soft foam underlay is best to use prior to fitting.
HOW DO I CLEAN ARTIFICIAL GRASS?
Cleaning your artificial grass is as simple as a quick rinse. We recommend the use of our specially formulated artificial grass cleaners in order to clean thoroughly and get rid of stubborn stains when combined with a garden hose or even a good rainfall.
IS ARTIFICIAL GRASS SUITABLE FOR PETS?
Yes, artificial lawns are ideal for dogs and cats to play on. All of our products can be easily cleaned using a garden hose, warm water and mild detergent, or even with a good rainfall. Our artificial grass is very durable and manufactured to stand the test of time.
IS ARTIFICIAL GRASS SAFE FOR CHILDREN?
All of our artificial grasses are safe for children to play on just as if it were your normal garden area. We recommend choosing an artificial grass with a high softness rating as these grasses have been tried and tested to be soft and well cushioning. We would advise that for artificial grasses laid in public or commercial areas that cater for children; such as play centres, play warehouses etc - correct shockpad/underlay must be installed to accommodate any fall heights.
WHAT ABOUT PILE DIRECTION?
With the majority of fake grass products you should always consider which way you want to lay the grass when received. The artificial lawn will look slightly lighter from one direction and darker from another, so it’s important to decide which way your lawn will face before it is fitted. When you receive your artificial grass, it’s always best to roll it out slightly in all directions to see which you prefer. Different rolls of Artificial Grass can differ slightly in colour variation. If you are ordering two or more pieces of Artificial Grass that will be joined together please inform us upon placing your order so we can make every effort to ensure cuts are taken from the same roll where possible. (This is not a guaranteed service and we cannot be held responsible for slight colour variation which occurs as a result of cuts being taken from different rolls.) We do advise you to order the same widths for all pieces in this situation as this will limit the colour variation. Be sure when placing & joining two or more pieces together, that the pile direction runs in the same direction. Always check before fully fitting two pieces together by taking a step back and checking the pile runs in the same direction. Never try to fit your grass at different angles as this will highlight the join and may cause colour variation between the pieces.
WHAT ABOUT THE MAINTENANCE OF MY ARTIFICIAL GRASS?
Artificial grass is very easy to maintain. Nothing more than a quick brush to remove debris such as leaves, twigs and seeds; and your artificial grass will continue to look fantastic all year round. Not only that, but brushing also helps to keep that natural looking Grass pile without the hassle of mowing, weeding and watering. If you need to clean your grass, cleaning your artificial grass is as simple as a quick rinse. We recommend the use of our specially formulated artificial grass cleaners in order to clean thoroughly and get rid of stubborn stains when combined with a garden hose or even a good rainfall.
WILL WEEDS GROW UP THROUGH MY NEW LAWN?
To protect against weeds, we recommend that you apply weed killer to the area prior to fitting our weed suppressant membrane. This combination should provide you with the perfect defence against weeds.
HOW MUCH ARTIFICIAL GRASS DO I NEED?
The best way to work out the area you need when looking to buy artificial grass, is to draw an accurate plan on squared graph paper if you have some available. Simply measure the width and length of your area, at the largest point, taking into account any extra areas you may need to cover if your garden isn’t square or rectangular in size. If worked out accurately, you may then be able to calculate exactly how much artificial grass you would need to cover your garden area, but if in doubt, the simplest method is to multiply those two largest dimensions in order to get your covering area. Always try to work in metres rather than feet and inches, but for reference the majority of products available from us are found in 2m (6ft 6’’) & 4m (13ft) widths. Please bear in mind that based on these widths, you may need two or more cuts in order to cover your desired area with artificial grass. Should you need two or more cuts, feel free to check our DIY installation guide for further detail on how to successfully join the two pieces for a seamless finish. Note that if you have more than one cut in multiple widths, you may experience slight colour variation - because of this, we recommend you stick to the same widths, even if it means more wastage
WHAT ABOUT DRAINAGE?
No need to worry when buying artificial grass from us. The majority of our ranges have porous backing and will drain sufficiently provided the area beneath has good drainage.
WILL MY ARTIFICIAL GRASS FADE IN THE SUN?
Our artificial grasses are fully UV stabilised and carry a minimum guarantee of 5 years against fading from sun exposure, meaning your grass will stay green all year round!
IS LAYING ARTIFICIAL GRASS A DIY PROCESS?
Artificial grass is quite simple to lay and this can be a very cost-effective solution compared with hiring a local landscaper. If you’re at all unsure, then feel free to contact us for further advice, or check out our DIY installation guide which gives you a step by step guide to fitting an artificial lawn on almost any suitable surface.
CAN I BECOME A RECOMMENDED CONTRACTOR/INSTALLER
We are always looking to expand our range of recommended fitters and installers. Please feel free to contact us with any queries you may have and we can discuss a range of opportunities with you.

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept the following common payment methods:

Visa
Mastercard
Visa Electron
Maestro
American Express
PayPal
Apple Pay
Amazon Pay
Google Pay
Shop Pay

We offer the following finance payment options:

Klarna
Clearpay
PayPal Credit

We do not accept any cash or cheque payments, but we do accept BACS.
WHEN WILL MY PAYMENT METHOD BE CHARGED?
You will be charged for your order as soon as you have clicked the Place Order button and your bank has accepted the transaction. However, you may not see it on your bank transaction report for a couple of days.
IS YOUR SITE SECURE?
Yes, our web store is built using the Shopify platform which is certified Level 1 PCI DSS compliant. This compliance extends by default to all stores powered by Shopify. We are very serious about securely hosting your store and have invested significant time and money to certify our solution is PCI compliant.
IS THERE AN ALTERNATIVE TO ORDERING ONLINE?
Yes, although our website is completely secure we understand that not everyone is happy with purchasing online. Therefore we also have the option of placing your order over the phone or email. Our Sales team would be more than happy to take your order.
DO YOU OFFER INTEREST-FREE CREDIT?
Yes we do, please visit our finance page for more information.
WHY HAS MY PAYMENT BEEN REFUSED?
Your payment could have been refused for a number of reasons - if it's a card payment, it was most likely refused by the card issuer. In any case, almost all refused payments aren't us, but may sometimes be a result of our security checks. If you contact our Sales team they will be able to have a look into this for you and help you reach a resolution over the phone.
MY RECEIPT IS MISSING, WHAT CAN I DO?
If you haven’t received a receipt for your order, please check in your junk and spam in your email account to ensure it hasn’t gone into the wrong folder. If it is not there, please login to your account and view your previous orders. If you didn't create an account please contact us.

Returns

HOW DO I RETURN MY ORDER?
If the customer wishes to return a product within their 14 days statutory rights period, or within our 30 day returns policy, a full refund minus collection charges and picking fees will be issued if the following conditions are met:

Goods are sealed in their original packing
Goods must not have been used, tampered with or fitted in any way
Goods must be returned in full, including all parts and any free products or documentation
Made to measure items, such as carpets, vinyls and artificial grasses, are cut to order for your specific needs. These ‘Made to Measure’ items are subject to a 50% ‘Made to Measure’ fee.
Free Gifts & Related Free / Discount Promotions are excluded from the refundable value

Returns Policy

Collection Charges We offer a 30 day returns policy. We will collect with our couriers and provide you with a refund as long as the un-fitted artificial grass can still be collected and safely transported back in the original packaging.

A charge for collection will be deducted from your refund, this charge is dependent upon your location, whether you ordered online or in-store, and the weight of the product(s).

Please be aware that return collection charges are usually more expensive than original outbound delivery charges.

If we have delivered the wrong order to you, or if the products arrive faulty, you will not be charged for the collection.

If a product is returned as damaged/faulty by the customer, and upon inspection is found to be undamaged/without fault; we reserve the right to deduct collection charges from your refund.
HAVE YOU GOT MY ORDER BACK?
Once we have collected your returned items they should arrive back with us within 5 working days. We will then process your refund after we have inspected your returned items. If you want to check that we have received your returned order please contact our Customer Service team.
HOW LONG DO I HAVE TO RETURN MY ITEM?
You have 30 days from the day you have received your order to return my items.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?
After your refund has been processed your refund will take up to 3-5 working days to appear in your account.
WHAT DO I DO IF I HAVE A PROBLEM WITH MY GRASS/OTHER ITEMS?
If you have a problem with your order please contact our Customer Service team who will take note of your issue and do the best they can to help you.

Orders

HOW DO I AMEND MY ORDER?
If you would like to amend your order e.g. change the product you have ordered or the amount, please contact our Sales team.

Please note that we are only able to amend orders up to 36 hours before delivery.
HOW DO I CANCEL MY ORDER?
If you would like to cancel your order please contact our Customer Services team.
HOW DO I PLACE AN ORDER?
You can place an order by using either the website or contacting our Sales team.

To place an order online all you need to do is:

Find the product that you would like on the website
Enter the required quantity and press Add to Basket
Go to your basket and proceed to checkout
Enter your contact details and specify a delivery date
Enter your payment details into our secure checkout system
Once this has been completed you will receive an email with confirmation of your order and all the information you require
If you are wanting to place the order by phone, you will just need to provide our sales team with the required measurements, contact and payment details and they will go through every step with you. At the end of the call you will receive an email with confirmation of your order and all the information you require.
CAN I ORDER FREE SAMPLES?
Yes, you can order up to six free artificial grass samples. For more information visit our free samples page.
HOW DO I CLAIM A PRICE MATCH?
We pride ourselves on pricing high quality products at extremely low prices to help our customers achieve their dream homes for less.
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We believe that our prices are the lowest on the market, but if you find the identical product in another store cheaper, we’ll MATCH the cost and even take off an EXTRA 10%!.
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That's a promise!.
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For more information, please contact us directly via the contact us form.
HOW DO I USE A PROMO CODE?
If you have a discount code, you can enter it in the Discount Code box in your shopping basket. The code will then deduct the specified amount from the total cost of your products. You will see the deduction in the checkout where there is a breakdown of the costs.

Please note: Only one promotional code can be used per order. The code will not deduct anything from the delivery cost.

If your discount code is not working the most likely explanation is that it has expired. If you are having problems with a code you believe to still be running please contact us via live chat, or via our contact us page.

Delivery

When will my order be delivered?
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Where is my order?
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Do you deliver internationally?
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What are your delivery rates?
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Can I collect my order?
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How do I change my chosen delivery date?
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How do I change my delivery address?
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Whathappens if nobody is home when my order is being delivered?
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Website

WHAT ARE YOUR TERMS & CONDITIONS?
To view our full terms and conditions, please visit our full Terms & Conditions page.
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To view our Privacy Policy, please visit our full privacy policy page!

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