Every issue of Gardens Illustrated is filled with the world's most beautiful gardens and insights from top designers and plantspeople.
Refund policy
Refunds & Returns
Cooling-off period
We want you to be happy with your order, but we understand that sometimes things don’t go as planned. If you change your mind, you have 14 days from receiving your order to return it to us. If you need to return an item for any reason, please notify our Customer Service team at shop@gardensillustrated.com before sending it back.
To be eligible for a refund, the product(s) must be returned in its original condition - unused, unmarked, and free from damage such as bent pages, scuffs or stains and in the original plastic wrapping. Please pack the product securely, ideally using the original packaging, so it reaches us safely. We strongly recommend using a tracked postal service so you have proof of delivery, as we cannot be responsible for items lost in transit.
The cost of return postage is your responsibility. In these cases, we will refund the price of the order itself, but the original delivery charge is non-refundable.
Damaged, faulty, or incorrect item
If your order arrives damaged, faulty, or if we’ve sent the wrong item, please get in touch as soon as possible on shop@gardensillustrated.com. When you contact us, please include your full order details and photographic evidence of the item. If we request return of the book, we will cover the cost of delivery up to the value of the original shipping cost and will provide full return instructions. After we’ve received the returned item we can either send you a replacement or issue a full refund, including postage costs.
Returns process
If you need to return an order, please first notify our customer service team at shop@gardensillustrated.com. Once you’ve done so, please post your return to:
DSB
Our Media Ltd
3 Queensbridge
Northampton
NN4 7BF
When returning your item, please clearly include:
• Your full name
• Your delivery address
• Your order number
This ensures we can identify your order and process your refund.
Refund timescales
Refunds are only processed once your return has been received and checked. After inspection, we’ll trigger your refund. In most cases refunds are processed within a few days, but please allow up to 14 days from sending your return for the full process to complete. Once the refund has been actioned, it may take a further 3–5 working days for the money to show in your bank account, depending on your card provider.
Missing or Lost Orders
On the rare occasion that your order doesn’t arrive, please get in touch with us after 14 days of placing your order. Before getting in touch, please ensure you have checked all possible delivery locations, including with neighbours or safe places the parcel may have been left. We’ll liaise with our delivery partner to check the tracking details and confirm the dispatch date and location of the item. Once 14 days has passed from the delivery date and the courier confirms the parcel has been lost, you’ll have the choice of receiving a replacement or a full refund.
If tracking shows that your parcel has been delivered but you haven’t received it, please contact us within 14 days of delivery so that we can investigate further with the courier.
Contact information
Please contact us on shop@gardensillustrated.com. Please note that our mailbox is monitored Monday to Friday, 9:00 AM – 5:00 PM (excluding public holidays).
To help us resolve your request as quickly as possible, please ensure you have included all relevant details, such as:
• Your full name
• Your delivery address
• Your order number