Frequently Asked Questions
Frequently Asked Questions
What does delivery cost for an online order?
Delivery is FREE on orders over £100 to Mainland UK (including the Scottish Highlands and Northern Ireland)
Some of our larger and heavier items may incur a delivery charge but this will be clearly displayed. If you wish, you can contact us to find out specific information about our delivery destinations and charges.
Where do you deliver to?
We deliver to Mainland UK (including Scottish Highlands and Islands), Northern Ireland, the Isle of Wight, the Isle of Man, the Isles of Scilly and the Channel Islands.
At present we are unable to deliver overseas. We hope to introduce this service in near the future.
In the meantime if you wish to order from Bents for delivery outside of the United Kingdom, you must arrange your own transport.
When will I receive my delivery?
The dispatch time for each product is displayed during the checkout process. Most items are dispatched within 24 hours of placing your order and are delivered the next working day. However large items, such as furniture, can take between 3 and 5 days for delivery. Deliveries are made Monday to Friday excluding Bank Holidays.
How do I track my delivery?
Once your order is processed you will be sent an email informing you of your tracking number, this can be entered into the courier website and you will be able to see the progress of your delivery. If you experience any problems with tracking your order, please email firstname.lastname@example.org.
Will my order arrive in one delivery?
Most of our products are sourced and delivered from our own warehouse. However, some of the products available to buy on our website are sourced from multiple suppliers. To enable us to successfully fulfil your order it may be necessary to deliver your order from separate fulfilment centres and in separate deliveries on different days.
You will receive notification if this applies to your order.
How do I place an order on your website?
Placing an order on our website is quick and easy. Simply click on the ‘Add to Basket’ button beside the item or items you wish to purchase and a window will appear confirming these have been added to your basket. Clicking on the ‘Go to Checkout’ button will ask you to sign in, register or checkout as a guest, price and delivery charges and address will then be confirmed. You should then click on the ‘Continue’ button. You will then be asked to enter your billing and card payment details and then click on the ‘Make Payment’ button. Finally, you will receive confirmation of your order along with your order number.
Can I add an item to my order or change my order after it has been placed?
As soon as you place your order we start to process it, therefore should you wish to add an item or change your order you should phone us on 01942 266303 or email email@example.com and we will be able to assist you further.
What payment options do you offer?
Payments can be made by Visa, Mastercard, Maestro, Visa Debit, PayPal, Electron or Solo. We take every reasonable care to ensure that your order and any subsequent transactions are conducted in a secure environment.
What is “Verified by Visa” or “Mastercard SecureCode”?
Advancement in online security has created by the two major card suppliers to ensure that the card used to make payment online is genuinely held by the cardholder which reduces the risk of online fraud.
Visa’s version of this is called Verified by Visa and Mastercard’s equivalent is Mastercard SecureCode.
Bents works hard to combat online fraud and to ensure your safety when you shop with us. We want our customers to be absolutely sure that their card details are safe and our participation in this scheme is just one of the hundreds of security measures we make to ensure your shopping experience online with us is safe and secure. As part of this scheme, when you purchase from us, you may be required to enter a secret phrase or password that you have previously registered with your card issuer, or you may be required to confirm other personal details about yourself. All of this information is checked directly with your card issuer to ensure that the genuine cardholder is the person trying to place the order. If your security details are confirmed as successful by your card issuer, you will be smoothly delivered back to our website and your order will be confirmed.
What should I do if I want to cancel my order?
To cancel your order you should email us at firstname.lastname@example.org or phone us on 01942 266303 and if we have not already sent your order to you we will cancel it and refund any payment taken. If your order has already been sent you have the right to cancel your order within 28 days of delivery. You must take reasonable care of the goods while they are in your possession and you must not use them. We will only refund the purchase price when we have received the goods from you in an undamaged state. Returns will be at your cost unless there has been an error with your delivery or you have received damaged goods. The ability to cancel your order does not apply to goods which have been worn, washed or otherwise used. This does not affect your statutory rights.
What should I do if I receive faulty goods?
If you discover the goods are faulty you must notify us within 7 days of the date of delivery or within a reasonable period of time (if the defect was not readily apparent). We may inspect the goods, either by arranging to have the goods returned to us or asking you to email us photo(s) of the damaged goods. If we agree with you that the goods are faulty and the fault was not caused by your neglect or misuse of the goods, we will, at your choice, replace, refund or repair (if possible) the faulty goods at no cost to you. We will refund any reasonable costs you prove that you have incurred in returning the faulty goods to us. We recommend that you keep postal and packaging receipts for this purpose.
What should I do if my delivery is incorrect?
If we send you incorrect goods you should notify us as soon as you discover the error and within a reasonable period of time. We will arrange for our courier to collect the goods from you or ask you to return the goods to us by post. The correct items will then be dispatched as soon as possible.
When will my money be refunded to me?
Your money will be refunded back onto your card as soon as we are in receipt of the goods. Refunds can take up to 10 working days to reach your account, this is dependant on the bank in question, this normally takes up to 5 working days. We will issue the refund to the card which was used to place the order. In some instances it may be necessary for us to refund your money using a cheque, if the authorisation on your card has expired or the card is no longer valid and if this is the case we will let you know.
What time do you open and close?
Bents opening times change seasonally, for an up to date list, please click here.
How do I contact you?
Write to Bents: Bents Garden and Home, Warrington Rd, Glazebury, Nr Warrington, Cheshire, WA3 5NT
Email Bents: email@example.com
Phone Bents: 01942 266300
What are you doing to help the environment?
At Bents we care passionately about the environment and have a vision of a happier, healthier and greener future. Our five green footprints are areas where we as a business can make a difference to the world around us.
Can I be added to your mailing list?
Yes. You can register with us to receive further information about future activities, just click here.
Who should I speak to regarding a query or issue?
Either write to, email us on firstname.lastname@example.org, or call Customer Services on 01942 266300 where our friendly and helpful team will be able deal with or transfer your call accordingly.
Customer query or issue Bents Garden and Home
What disabled facilities are there?
Bents has been awarded the Two Ticks symbol in recognition of its positive approach to disability. Located all on one level, Bents has wide aisles and generous space for leisurely browsing. We have disabled toilet facilities, while wheel chairs can be reserved prior to your visit by calling customer services or picked up whilst in store. Outside, our car park has disabled parking spaces and our delivery service can assist in getting those heavier items home.
How do I get to the store?
Bents is located in Glazebury, near Leigh and Warrington. We’re just off the A580 East Lancs Road at the Greyhound / Total roundabout, (follow the brown signs) which is easily accessible via the M6, M61, M62, M56 and M60 motorways.
Is there a car park?
Yes. Bents has an extensive car park, which is free to use.
How do I arrange a personal shopper?
Our exclusive Personal Shopper service is available Monday to Friday 9am – 7pm and Saturday 9am – 4pm. Booking is preferred but not essential (subject to availability) and can be done by visiting our Customer Service desk or calling 01942 266300.
So we can gain a better understanding of your requirements we recommend that you fill out our Personal Shopper form, copies of which can be located in store or down loaded from our services section of our website. You can post your completed forms to us at the address below, email us on email@example.com, or phone us with you’re your information, or alternatively when next visiting you can hand your information to us at our customer services in store.
Bents Garden and Home
Is there a restaurant at Bents?
Yes. At Bents we have an award winning 750 seater restaurant and speciality coffee caffé, both serving freshly prepared food made from fresh quality ingredients on the premises daily.
Find out more about dining at Bents.
Where are the baby changing facilities in your store?
These have a dedicated area near the toilets located in our Fresh Approach Restaurant .
Do you sell gift cards?
Yes. Bents gift cards make the ideal gift for all occasions, they can be purchased in store from our pay points or online.
Where can I use your gift cards?
Our gift cards can be spent in all Bents departments including the restaurant, with the exception of all retail partners.
Do your gift cards have an expiry date?
Yes, our Gift Cards expire 5 years after they have been issued. Defaced or damaged gift cards will not be accepted and we are also unable to refund or replace any lost or stolen gift cards.
Can I shop online with Bents?
Yes, you can. You can visit our online store directly by following www.bents.co.uk.
Do you sell what I’m looking for?
Call Customer Services on 01942 266300 and they will be able to assist or divert your call to the relevant department. Our teams know about all our products and can help you find what you’re looking for.
What is Bents’ refund policy?
At Bents we ensure any problems are handled swiftly and professionally. We want you to be able to buy with confidence. That’s why we’re happy to offer a full refund or exchange on any purchase you’re not 100% happy with provided you return it within 28 days, along with proof of purchase and in saleable condition. And we’re so confident in the quality of our home-grown hardy plants that they come with a five-year guarantee to grow. Simply return any plant that fails with its bed card or proof of purchase and we’ll happily offer you a replacement. Sale and particular items for sanitary reasons do not qualify for our usual refund or exchange policy. This does not affect your statuary rights.
Do you have a sale?
Yes, but only once a year. Our ‘One and Only Sale’ begins the day after Boxing Day and finishes towards the end of January.
Our Four Legged Friends
We’ve updated our Dog Policy.
Here’s all you need to know:
As you know, dogs are always welcome at Bents. So much so, that we’re now extending the number of areas you can access! Besides enjoying a refreshing break with your four-legged friend in our designated Pet Café, please note that:
1. Dogs are now allowed in Trespass, our Outdoor Plant area and in our Open Skies Glass House.
2. Dogs are still not allowed in our indoor retail and Food Hall Areas (with the exception of Guide Dogs), children’s play area and golf.
3. All dogs must be kept on a lead, cleaned up after and properly supervised by responsible dog owners at all times.
Who is Bents’ Managing Director and Chairman?
The owner and Chairman of Bents is Ron Bent. Mathew Bent, is Managing Director. Both can be contacted by calling 01942 266300.
How do I contact the press office?
Via the website press section or email firstname.lastname@example.org.
How do I contact you regarding sponsorship / charity donations?
As Bents is an independently owned family business we regard supporting local causes and our community very highly. As well as having a nominated ‘charity of the year’ each year that we focus our fundraising efforts towards, we also try to help as many local causes, schools and charities as possible. Please apply in writing to Bents Garden and Home or email email@example.com with your local request and we will try our best to support it.
How do I contact your purchasing department?
If you’re a new supplier and you’d like to introduce yourself to Bents, please write to our Purchasing Department. Detail any information about your products, including samples etc, that you feel is relevant. The address to write to is as follows:
Bents Garden and Home Ltd.