Payments policy
We want payment at Edenmere to feel clear and straightforward.
This page explains when payment is taken, which payment methods we accept, and what happens if an order changes after payment.
1. When Payment Is Taken
Payment is taken in full when you place your order.
This applies to:
- products ready for immediate dispatch
- products sold for a later delivery period
- orders that may be split into more than one shipment
2. Accepted Payment Methods
We currently accept the following payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
- Shop Pay
- Klarna
We may also accept any other payment methods shown at checkout from time to time.
All payments are taken in GBP (£).
Prices shown on our website include VAT where applicable.
3. No Payment Surcharges
We do not charge payment surcharges or administration fees for standard payment methods.
4. Later-Delivery Products and Split Shipments
Some plants are sold with a later delivery period so that they can be dispatched at the right point in the growing season.
Even where a product is due for later delivery, or where an order may be split into more than one shipment, full payment is still taken when the order is placed.
For more detail on delivery timing, please see our Shipping Policy.
5. Payment Authorisation and Order Acceptance
Orders will only be processed once payment has been successfully authorised.
If payment is not authorised, or if we reasonably suspect fraud or misuse, we may refuse, pause, or cancel the order.
If we need to do that, we will normally contact you using the details provided with your order.
6. If Something Changes After Payment
If we are unable to supply an item after payment has been taken, we will normally contact you first so that we can agree the next step with you.
Depending on the circumstances, this may include:
- a refund
- a replacement
- another agreed solution
7. Refunds
Refunds are made to the original payment method used at checkout.
Where returned goods are involved, refunds are normally processed within 14 days of receiving the goods back or receiving evidence that they have been returned, as applicable.
Depending on your bank, card provider, or payment service, it may take a few additional working days for the funds to appear in your account.
For more detail, please see our Returns & Refunds Policy.
8. Promotions, Credits and Exceptions
From time to time, we may offer discount codes or other promotional arrangements.
Where store credit, manual credits, or other payment adjustments are used, these will normally be applied only in specific or exceptional circumstances.
Any such arrangement will be confirmed to you clearly at the time.
9. Contact Us
If you need help with a payment query, please use the form on our Contact page.
If the matter is urgent, you may also call us on 01865 537277.
Our Customer Services opening hours are Monday to Friday 09.00 - 17.00
10. Business details
Edenmere is a trading name of Solilium Ltd, a company registered in England and Wales.
Company No. 16810551
Registered office: 128 City Road, London EC1V 2NX, United Kingdom
Customer enquiries: please use the form on our Contact page
Phone: 01865 537277