- Order confirmation queries
- Order & delivery queries
- Water butts
- Payments and invoices
Got a question? Our FAQ's are here to help.
Order Confirmation Queries
Why haven’t I received an order confirmation email?
If you use a smaller email hosting company (a non-Gmail, Yahoo, Outlook or MSN email host) then the order confirmation email we send to you may be rejected. If you have not recieved an order confirmation email please:
A) Check your spam folder and reach out to your email host to ask why an order confirmation email that was sent from a legitimate store was rejected for spam.
B) Contact us at firstname.lastname@example.org– we can re-send an order confirmation email to another of your email addresses.
Order & Delivery Queries
The item is out of stock - can I still place an order?
Yes, if the item is displayed on our website, you can add it to your basket. We will take payment and dispatch as soon as it becomes available again.
How do I cancel my order?
You can cancel your order any time up to the point it is dispatched. Please get in touch as soon as you can to avoid any return charges.
Can I swap out a Diverter Kit for a Link Kit in the water butt kit I want to purchase?
No, the water butt kits are packed in advance so we are unable to switch components.
I want to swap my compost bin from black to green can I do that?
If your order is yet to be dispatched, we can amend this for you. If your order has already been dispatched or you have received it, we can arrange a collection and place a new order for the different item. Please note that collection charges may apply.
Can I collect my order from you?
We are not currently able to make collection an option.
How do I get an item/order collected if it is not suitable for me?
You can cancel your order for any reason before delivery or within 30 days after delivery. The goods must be unused and in their original packaging. You can return for a full refund or if you require us to collect, a collection fee may apply. Contact us about returns here.
Do I need to be in at the time of delivery?
Most items can be left on your property if safe to do so, so you are not required to be at home when they are delivered.
How much does delivery cost?
Our standard delivery charge ranges between £3.99 and £9.99, dependent upon on your order, delivery address and council offer. Your delivery charge will therefor be calculated at the point of order.
Can I get the items delivered to my allotment?
No, we are only able to deliver to residential and business addresses.
My order has been over 28 days what do I do?
There may be an issue with your delivery – please contact us and we will investigate for you.
My tracking link does not work.
There may be an issue with your delivery – please contact us and we will investigate
How do I fit the tap on my water butt?
Depending on the style of water butt, it may have a threaded fitting or require a nut to secure the tap. The threaded models will arrive with the tap hole protected by a screw-in bung which should be removed with a large flat-headed screwdriver or spanner before installing the tap.
I have not received the tap with my water butt, what should I do?
Your tap should be inside the water butt when it arrives. The Harcostar range should have the tap secured to the underside of the lid. Other models should have the tap inside the water butt with other parts. If you cannot locate your tap, please report this as soon as you
discover it is missing. Contact us here to resolve the issue.
My water butt has been delivered but there is only package - where is the stand?
The stands are usually delivered inside the water butt. Please check there but if you are unable to
locate it, please report this as soon as possible. Please contact us.
Do I have to empty my water butt in winter?
It is a good idea to drain your water butt during sustained cold, frosty periods to ensure that no damage is caused by expanding ice inside the barrel. You can use the handy tap built into your water but to drain water out easily.
Can I fit the water butt myself or do I have to hire someone to fit this?
A plumber is not required to install the water butts but some light DIY skills and tools may be required. If you would like us to send fitting information before you purchase, please get in touch and we will email them to you.
Do you fit the water butts?
We do not offer a fitting service.
Can I put the downpipe straight into the water butt rather than using the diverter kit provided?
Yes, each water butt lid has a template to cut out a section where the downpipe can be inserted directly into the water butt.
My water butt is not filling up / My water butt is overflowing - what should I do?
If newly installed, refer to the fitting instructions as the fittings need to be set-up exactly to the correct height, and on a flat surface. If it has worked previously and then stops
filling after a period of time, check the pipes for debris.
Do I need the Base Plate for the Compost Converter?
The Converter Base Plate provides drainage and ventilation if you are siting your compost bin on a hard surface. For best results, set up your compost bin on soil or grass but if you are unable to do this and only have concrete or patio, we would recommend purchasing the Base Plate as well.
How do I fit the Compost Converter to the Base Plate?
The Base Plate fits both 220 and 330 litre models. Simply sit the compost bins on top of the Base Plate and start filling your bin!
What can I put in my (cold) compost bin?
You need a good mix of waste to ensure the best possible results. This can be both garden and kitchen waste. Some examples are as follows but there are many more:
- Grass cuttings, hedge trimmings, leaves, most weeds, twigs, etc.
KITCHEN WASTE – Fruit & vegetable peelings, cardboard, tea bags & coffee
grounds, hair, rabbit/guinea pig straw/waste
DO NOT COMPOST – Meat, fats, bones, dog or cat faeces, diseased plants, weeds that are
The door is missing from my compost bin what do I do?
Please report any issues with your delivery as soon as you realise there is a problem. Contact us here.
I've had an error when placing an order what do I do?
Please contact us to confirm if your order was successful or not.
I would like you to delete my account.
No problem, send an email to us to request this.
I want the BOGOHP offer on 2 different items is this possible?
No, the BOHOHP offer only applies when purchasing 2 of the same item.
Payments and Invoices
I've placed an order, but money has not been taken from my account?
Payment is taken when stock is in place and the order is passed to a carrier. Please feel free to contact us if you would like an update or are concerned that there is an issue.
How do I get a VAT invoice for my order?
We can provide a VAT receipt if required, so please contact us to request this.
How do I leave a review?
You will be sent a review request email within 21 days of making your purchase, and you can leave your review via the links in this email.
Will my review be visible?
Please note, we publish all 4 and 5 star reviews instantly, whilst reviews of 3 stars and below will be reviewed, and then potentialy published.
Can I upload photos and videos to accompany my reviews?
Verified buyers (those who have completed a purchase) will have the option to publish a review with a photo and/or video via the review request email they have been sent.