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Frequently Asked Questions

How can Patch help me?

    • At Patch, we want to make it easy for anyone and everyone to get into gardening. To do that, we bring our customers fresh ideas, we source the best plants and products from the best suppliers in the UK, then we deliver them to their new home, along with all the tips an urban gardener could possibly need to look after their new garden.

Plant Care

    • All of our plants have their own individual plant page which not only describes what conditions the plant best thrives in but also covers their preferred watering and fertilising routine and, in the case of outdoor plants, what type and how much compost they require.

      All of our outdoor plants are also delivered with a care-guide as well as an extensive potting guide of how to pot them. 

      Occasionally, customers come to us with a specific question about one of their new or existing plants. In such a case, we work with our team of experts to answer the question or, for an instant answer, we direct people to the RHS website, which is an invaluable resource and great place to start.

    • Despite searching far and wide, we are yet to come across a plant that is ‘no-maintenance’. However, there are a number of plants that are relatively low-maintenance. These form the vast majority of our plant collections so that we can help busy people keep maintenance to a minimum!

      To help you look after any plant you get from us, we bring a survival guide with every delivery. What’s more, our weekly email of great tips, written by urban garden expert, Gay Search, will equip you with loads of easy ways to prevent you from becoming a plant killer...

    • Naturally, the answer is ‘it depends’: on the length of time you’re away for, on the weather while you’re away, on the plants’ position relative to the sun. However, with a thorough soaking before you leave, by grouping all the plants together – preferably in a shadier spot – your plants should be able to survive for 7 days. For more extensive periods of time, we suggest you blackmail your friends into watering them for you...

    • We've got plenty of of videos and articles to help you look after your plants at home. Answers to the most common questions we get asked can be found on our Plant Care page, but if you can't find the answer you're looking for, you can also contact our Plant Doctor using the request form. 

How to pick the right plants

Potting

    • Our indoor plants do not require potting as they come pre-planted with plenty of healthy compost. They have been planted in a plastic 'cache' pot with holes to allow for drainage when watering. As a result, these 'cache' pots will require an additional pot. You'll find the correct size for each plant recommended at the bottom of the individual plant page.  

      Our outdoor plants have been planted in a plastic 'cache' pot and if planted in the ground they will require additional compost. We recommend how much compost your plant will need in the "Looking after this plant" section.

    • You’ll need a plant, a suitable container, compost to match your plant and a willingness to get your hands dirty – unless you’re equipped with gardening gloves or you’re willing to sacrifice some rubber gloves!

      1. We recommend choosing a pot with drainage holes in the bottom. Place some material to aid drainage at the bottom of the pot. This might be broken terracotta, polystyrene pieces or large stones. Alternatively adding sand or grit to your compost can have the same effect.
      2. Add compost to the bottom of the container. It may help to use the plant in its plastic pot as a guide for how much to add whilst ensuring that the top of the ‘root ball’ (i.e. base of the plant) ends up about an inch below the rim of the new pot.
      3. Loosen the plant from its pot and – being careful not to break them – tease the roots apart to encourage them to establish into the fresh compost. Use your fingers to lightly firm the compost in the base of the new pot and set the plant in position.
      4. Fill in the gaps with compost and firm with your fingers - aim to leave a 1-inch gap between the top of the compost and the rim of the pot.
      5. Finish by watering well and filling in any gaps in compost that may appear as a result

Delivery

    • We deliver five days a week and deliveries normally take between 2-5 days. During peak periods we may extend this, but we'll let you know at checkout.

      We’ll text and email you the day before your delivery to give you a more precise time slot.

      For deliveries outside London, you’ll receive an email with a link to your order status page once your order is out for delivery. We have a small number of postcodes, particularly in the Scottish Islands & Highlands, where we cannot offer next-day delivery and our lead time may take a little longer. Once you have placed your order, we will let you know about any changes to the delivery time for these postcodes. 

      If you’re not at home when delivery is attempted, our drivers will usually leave your order in your designated safe place (we’ll ask you for this at check out). If that’s not possible, delivery will be attempted up to two more times.

    • Standard delivery is free for standard orders over £50, or £3 for standard orders under £50.

      Chosen day delivery is £5, and available slots will be shown at checkout.

      Next day delivery is £7 (available for orders placed before 9pm Mon-Fri and before 6pm on Saturdays). Please note that not all delivery options may be presented when using express check-out. If you wish to apply next day delivery, please opt for the full check-out process rather than express.

      Please bear in mind, we do have a minimum order value of £25.

       

       

      *Please note that some very large next-day orders may take 1 additional day to process. In addition, some addresses in the Scottish Highlands and Islands cannot be reached by DPD in time to enable next day delivery. We will contact you if your order is affected. 

    • Standard delivery is free for all orders over £50.

    • With our boxed deliveries, you may have your items delivered across separate days and it may not all arrive together. If you've only got one box and are expecting more, don't panic, the rest should be with you over the next few days. If you don't receive the rest of your order within a few days, please contact our customer service team using the Help widget.  

    • We deliver across the UK with the exception of the Channel Islands and the Isles of Scilly. Due to new Brexit regulations we are not currently delivering to Northern Ireland, but we hope to be back soon.

Orders

    • For all our orders, we take secure payment over debit or credit card or Paypal.

    • We have a minimum order value of £25 and for any orders under £50 you will be charged a delivery fee.

    • You can make a change to your order, or cancel your order, up to three days before it’s due for delivery. To make a change, please contact our customer service team, using the help icon in the bottom right-hand corner of the screen. Unfortunately, we’re not able to make changes to an order closer to the delivery day.

    • We take every effort to ensure that all our products are delivered in perfect condition. In the event that something has gone wrong, please use the help icon in the bottom right-hand corner of the page to contact our customer service team. Please include a clear photo of the damaged plant. As long as you let us know within 30 days of receiving your order, we’ll sort it for you.

    • If you’re not happy with your order, contact us within 30 days of receipt using the help icon in the bottom right-hand corner of the page, and we'll let you know how to return it, or arrange for a collection. Once it gets back to us, we'll refund you. 

    • Unfortunately some of our larger and very fragile items can only be delivered within the London area. This means this product will only be delivered to all London postcodes starting with N, NW, E, EC, SE, SW, W, or WC, as well as:

      Redbridge and Ilford - IG1,  IG2, IG3, IG4, IG5, IG6, IG8,  IG11

      Bromley and Beckenham -BR1, BR2, BR3, BR4,  BR6, BR7

      Twickenham - TW1, TW2, TW3,  TW4, TW5, TW7, TW8, TW9, TW10,  TW11, TW12, TW13

      Kingston, Richmond and Surbiton - KT1,  KT2, KT3, KT4, KT5, KT6, KT8 Croydon - CR0, CR2, CR4, CR7, CR8

      Sutton and Carshalton - SM1,  SM2, SM3, SM4, SM5, SM6

      Southall and Hayes - UB1, UB2,  UB4, UB5, UB6

      Dartford - DA5, DA6,  DA7, DA8, DA14, DA15,  DA16, DA17, DA18

      Harrow - HA1,  HA2, HA3, HA4,  HA5, HA7 

      Enfield and Barnet - EN1,  EN2, EN3, EN4 

      Romford - RM6,  RM8, RM9, RM10 

Free standard delivery on orders over £50

  • HELP

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    Just use the help widget to send a message to the team.

    Customer service opening hours:

    Monday to Sunday 9am-7pm

    Live chat is available 10am-7pm Monday to Friday

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  • QUALITY

    We work directly with over 40 specialist growers to bring you the best quality plants

  • PATCH PROMISE

    If you need advice, just get in touch - we’ll be your personal plant gurus as long as you need us. If something’s up, tell us within 30 days of delivery — we’ll sort it.

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