Frequently Asked Questions
Ordering
How do I log on to see my Thompson & Morgan orders?
To have access to 'My Orders' page, please ensure that you set up an account and register an email address with us. If you have registered your email, please enter the details as they appear on your account.
How can I pay for my T&M order?
As payment for your online order, we accept: Visa, MasterCard, Amazon Pay and PayPal. You can also choose PayPal Pay Later if eligible. If you would prefer to pay by cheque, please post your order to us along with your payment.
Am I charged for the items as soon as I order them?
All orders paid by debit, credit card, PayPal, or Amazon Pay are debited on receipt of the order.
Can I get a VAT receipt from T&M?
VAT receipts are available once you have received all your goods.
Will I receive a confirmation of my order?
If, when placing your order, you provide us with your email address you will be sent an email confirming your order has been received. This will confirm product details, delivery address, delivery instructions and anticipated delivery dates.
Can I trace my Thompson & Morgan order?
You can track the status of your order online at My Orders .
Can I cancel or change my order? How?
To cancel your order please contact us via one of the methods provided. Unfortunately we are currently unable to amend payment details or other order details once an order has been submitted.
Delivery Information
I've received a despatch confirmation, but my order hasn't arrived yet. What should I do?
As you have received a despatch notification, please rest assured that your order is on its way. Please allow up to 4 days for the delivery of your goods, however if this time has passed, please get in touch and we will happily look into it for you.
My order has not yet been despatched and I am going on holiday. Can I delay delivery or change the delivery date?
If you are going to be away during the time your plants are due to arrive, please let us know and we will happily add an alternative delivery address or delivery instructions to your order. Due to the nature of our products, we are unable to suspend or speed up deliveries.
I have not yet received my order, when will it be despatched?
We aim to have all orders despatched within the month advised at the time of placing your order. Please note that deliveries will be sent throughout the whole of the advised month. If for any reason we are not able to fulfill these promised dates, we will be in touch by either letter or email.
How will my order be delivered?
All products are despatched in carefully tested secure packaging either by 1st or 2nd class post. Some items, such as potatoes, fruit and other heavier products (as well as orders for the Channel Islands) may be sent by courier.
How quickly will my order be despatched?
We aim to despatch seed orders within a maximum of 5 working days unless otherwise stated and depending on the time of year. Fruit, potato, mushroom and plant orders will be despatched as stated. However, as growing conditions vary it may be necessary to ship potatoes, plants, fruit and bulbs outside the indicated dates. Please note that for logistical reasons, items may be shipped separately, do not be concerned if you do not receive all the items you have ordered in one parcel.
Can potatoes be delivered to a UK address not on the mainland?
Currently, we are not able to process online orders for delivery outside the UK mainland, for UK deliveries outside the mainland, please contact our Customer Services Department for assistance
The following five potato varieties cannot be sent to Northern or Southern Ireland - Cara, Orla, Rooster, Shannon and Druid.
Can fruit plants and trees be delivered to a UK address not on the mainland?
Please contact our customer services department for more information on this.
What countries can I send plant orders to?
We currently only serve the UK which includes the Channel Islands, Northern Ireland and the Scottish Islands. Please note, that for orders outside of the UK mainland, you will need to contact our customer services department. Please see our Delivery page for more details.
If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?
No. If we cannot fulfill your full order, we will despatch items as and when they become available. You will not be charged any additional fee for this. For seed orders, you will receive a despatch note with your order that lists any varieties that are to follow. Your plant order confirmation will give you a list of approximate despatch dates for each variety ordered. For plants it is likely that you will receive different varieties on different days as they are despatched at the best time for planting.
Requesting a Catalogue
How do I request a catalogue?
Head to our catalogue request page to download our latest catalogue, or request a printed copy. Please note that some catalogues are not available all year round; we'll retain your request and send you a copy of the new edition as soon as it's printed.
I have received a catalogue, but would like to place my order online. How do I find the products?
You can either enter the variety name, or the catalogue number into the search box online if you want to find out more information on the varieties you have selected. Alternatively, you may use our Quick Shop where you can enter the catalogue numbers directly into the quick order form, and the items will be added to your basket.
My Account
Do I need to create an account to buy from Thompson & Morgan?
No, you can either choose to create an account or you can checkout without creating an account. The benefit of creating an account is that you do not have to enter all of your details each time you visit our website to place an order. In addition, you can add extra delivery addresses e.g. work or home, and you can view what you've ordered in previous orders. Please note that we do not store your card details.
How do I create a T&M account?
You can create an account at any time by clicking on the 'My Account' link at the top of any page. Alternatively, you can add your items to the basket and then click on the Checkout button on the Basket page. Once you have completed your address and payment details and confirmed your order, you will see an order confirmation page. At the bottom of this page you will have the option to add a password to create an account.
Will you automatically create an account for me when I place an order?
No we don't automatically create an account for you as you need to confirm a password that is unique to you. Please following the instructions above for 'How do I create an account?'.
I have moved house. How do I update address details on my account?
If you have recently changed your address, and would like to amend the details on your account, simply go to My Account and click 'edit' under your billing and delivery address. From here you can enter your new address. Please note that this will not update any orders that have been placed and are in progress. In this case, please contact us and we will amend the address on any outstanding orders for you.
How do I change my password?
If you have forgotten your password, please click 'forgot password?' on the login page. Enter the email address linked to your account and we will send you an email where you can update your password. The link on this email is only valid for 24 hours, so remember to check your junk folder.
Product Information
How long can plug plants stay in their packaging?
We would recommend that all our products are potted on as per the cultural instructions provided. However, any product provided in a tray can happily be kept for up to 2 weeks as long as it is watered lightly and kept in the light, away from extreme temperatures. Ensure you remove the cardboard sleeve and keep the plants upright. For the best results, always follow the instructions provided. It's usual for the foliage of plants that have spent some time in the postal system to become slightly discoloured. This will return to normal once the plants have been given better light conditions.
How big will my plant be when it arrives?
We offer young plants at various stages of growth and, therefore, in different sizes. Our products vary from mini-plugs to 7cm plants right through to small trees. This information is clearly shown within our catalogues, on all offers and on-line. For more information take a look at our How We Send Your Plants page.
How should I look after my plants in the winter?
All plants vary depending on variety, whether they are perennial or annual and whether they are hardy. Again, all specific advice is provided in the individual cultural instructions provided.
Will it flower this year and how will I know how deep to plant?
All our products come with a comprehensive guide on the specific requirements for planting, including depth, width and soil type, to help you get the best results.
Are your seeds genetically modified?
Thompson & Morgan does not stock any Genetically Modified or Genetically Engineered crops and has no plans to sell them in the future.
Can I find out how to grow and care for my plants?
If you need detailed growing advice, gardening hints and tips, or maybe help with pests and diseases, it's all here in our online Gardening Guides.
Other Frequently Asked Questions
Is there a T&M retail outlet in my area?
We sell our seed range in major garden centres throughout the UK. You can find your nearest outlet by checking the T&M stockists page. Although this list is updated regularly, new stockists may have been added since the last update, so do check with your local garden centres.
Why is my basket empty after I have taken time to order many items?
Ideally you should enter our website with the URL: https://www.thompson-morgan.com. However, this is not essential and you may come from a bookmark or a search engine link. We use cookies to link your computer to our order database. If you have not got cookies enabled we cannot make this link. In Internet Explorer, if you go to 'Tools', then 'Internet Options', and set Security and Privacy to 'medium' it should solve the problem.
Sometimes security programs you may be using will block the cookie from connecting. As a rule, it's always best to check your Shopping Basket/Cart once you have added one or two items to check everything's working okay.
Is it safe to shop online?
Our website uses best practice for web security. In addition, when you use our Check Out, your personal and credit card details are encrypted - our URL will start with 'https'. You can view our security certificate by clicking on the closed padlock showing at the lower edge of your browser. As long as you take care with your computer's security we feel that shopping online is amongst the most secure forms of transaction.
Does T&M accept National Garden Gift Vouchers?
We are sorry, but we can no longer accept National Garden Gift Vouchers.
Why have you sent me a substitute?
Under exceptional circumstances, and to try and avoid any disappointment by not receiving a product at all, there may be times where we send out carefully selected substitutes if we have not been able to fulfil part of your order. We aim to choose a product that is as similar to the original as possible and, of course, if you're unhappy with this decision, please do get in touch and we'll be happy to help.
Latest FAQs
Why can I not see my order on My Orders?
If you have recently placed an order with us, please allow 24-36 hours for this to appear on our My Orders page. If your order still isn't showing after this time, please get in touch.
I am missing items from my order, what do I do?
You can check if we've had to cancel an item by logging in at your 'My Orders' page. If any items are cancelled, a refund will be issued and you do not need to get in touch. If items have not been cancelled, but everything has been despatched and you have allowed time for the delivery to reach you, please get in touch and we will be happy to look into this further.
Where is my refund?
Refunds take in the region of 7 days to process. If you originally paid by cheque you'll need to allow us a little longer to process these; currently up to 14 days. If your refund is more than 10 days old and you still haven't received it, please do get in touch.
When will my order be delivered?
We're working hard to despatch all items according to the date promised when you placed your order, however there are some delays of around 2 weeks on some items. Please rest assured that your order is being looked after and will be on its way as soon as possible. You can check on your order via My Orders and we'll also send you an email to let you know your order is on its way.
Have you received my email, I have not yet had an acknowledgement or a response?
Thank you for sending in your query, our current response time is between 3-5 working days. Please ensure that you check your junk or spam folder for any communication from us, including confirmation that your email has been received safely.
Looking at the flower buds on my Christmas Cactus Tricolour plant it seems I only have one colour, is this right?
Yes, there's nothing to worry about! We aim to despatch these plants while still in bud, giving you the longest flowering display in the home. All three colours actually break from pink buds. White blooms form from pale pink buds, while the red and pink flowers emerge from virtually identical cerise pink buds. You'll start to see the differences as the buds start to swell, usually within days of being put on display in your home.
Reviews & Feedback
How do we collect our reviews?
To ensure all the reviews that we collect are authentic, we have partnered with two of the largest verified buyer review platforms: Feefo and Trustpilot. You'll find product ratings across our website to help guide your purchase decisions, and we regularly review all feedback to improve our product range and services.
How do I leave a review?
Once you have placed an order, Feefo or TrustPilot will send you an email inviting you to leave us a review for your product and the service you experienced with us as a brand. To find out more, see our Product & Service Reviews page.
Referral & Rewards
Can I Refer a Friend to Thompson & Morgan?
Yes. Our referral programme, powered by Mention Me, lets you reward your friends on their first purchase, and you'll get one too once they have ordered. You'll be prompted at checkout or receive a referral link by email after your first purchase.
Alternatively, you can go to our referral page, select how you'd like to share your special code and your friend will receive their unique code! Once they've placed an order with your code, you'll be sent your own code to use on the Thompson & Morgan website.
My Refer A Friend isn't working?
This programme only works if your referral is a first-time user of Thompson & Morgan. Please note the codes are one per household and self referrals aren't accepted. Referral rewards can't be combined with other promotional codes or used on already discounted items. They are not transferable or redeemable for cash.
For full terms and conditions, please see our referral page. If this hasn't answered your query and you need some more help, do get in touch with the Customer Contact Help centre and they can answer your queries.
Who are Delight/ RewardsBag?
RewardsBag partners with leading retailers to reward customers through Delight, their flagship technology. After you purchase from us, you may be presented with gifts or special offers via Delight at checkout. These offers are time-limited, tailored to you, and available only after a confirmed purchase.
Is my data safe with Delight/ RewardsBag?
Yes. Delight only collects minimal details like your name, email and order ID, just enough to confirm your reward eligibility and deliver your reward. They never collect payment information, addresses, or sensitive personal data, and you won't receive marketing emails afterwards. It's all about giving you a little thank you, no strings attached.
