COVID-19


We are delighted our garden centres and restaurants are now open.

We have introduced safety measures to comply with social distancing and hygiene requirements for the wellbeing of our customers and colleagues. We are also asking visitors to our restaurants to provide contact details in line with government test and trace requirements.

We are limiting the number of customers in our garden centres and restaurants at any one time to ensure we are able to adhere to social distancing guidance. Our colleagues will be on hand to help and there will be a queuing system at the entrance to our garden centres and restaurants as well as at the till payment points.

We have introduced screens at the tills and colleagues have available face visors, face coverings and gloves to wear where appropriate. For hygiene purposes we are asking customers to wear face coverings, colleagues and customers to regularly wash their hands and we are providing trolley and basket sanitisation points. Inside our restaurants only people from two households including their support bubble will be able to share a table, whilst outside groups of up to six from any household may sit together. Menus will be available as you enter the restaurant to help you make a choice before you reach the till. Your order will be freshly prepared and served from the kitchen by our colleagues.

Please pay with contactless card options where possible and if you are a member please hold your Privilege Club card for our colleagues to scan.

Our opening hours have changed. Our garden centres are open from 9am to 5pm Monday to Saturday and 10.30am until 4.30pm with browsing from 10am on Sundays. Our restaurants are open 9am to 3pm Monday to Saturday and 10am to 3.30pm on Sunday.

Please continue to stay safe and thank you once again, for your understanding, continued support and loyalty.

Nick Burrows

Nick Burrows
Chief Executive Officer

Frequently asked questions

Risk assessment

For further information regarding our COVID-19 risk assessment please click here

Restaurants

Are your restaurants open?
Our restaurants are now open and we are offering a range of delicious meals, snacks, cakes and drinks from a reduced menu from 9am to 3pm Monday to Saturday and 10am to 3.30pm on Sunday.

Have you introduced any changes in your restaurants?
We have introduced a number of changes to ensure social distancing and hygiene standards are adhered to. We are also asking visitors to our restaurants to provide contact details in line with government test and trace requirements. We are limiting the number of people into the restaurant at any one time and only two households including their support bubble will be able to share a table inside. Menus will be available as you enter the restaurant to help you make a choice before you reach the till. Our dishes will be freshly prepared in the kitchen and served to you at your table. Please pay with contactless card options where possible and if you are a member please hold your Privilege Club card for our colleagues to scan.

Are you offering a full menu?
We are serving many of our customers’ favourites from a reduced menu including main meals, snacks, cakes and drinks. We will have vegetarian and vegan options daily for you to choose from.

Are your restaurants participating in the Eat Out to Help Out scheme? Can I use my Privilege Club 2 for 1 meal benefits with the Eat Out to Help Out Scheme?
Yes we are participating in the scheme. Customers can enjoy a 50% discount on food and/or non-alcoholic drinks up to a maximum of £10 off per diner on Mondays, Tuesdays and Wednesdays throughout August in our restaurants, apart from at Maidstone where we do not own the restaurant. Here’s a simple guide to the terms and conditions:

  • Receive a 50% discount on food and/or non-alcoholic drinks up to a maximum discount of £10 per diner (inclusive of VAT)
  • Discount available every Monday, Tuesday and Wednesday between 3rd and 31st August 2020
  • The discount is available to everyone including children and you can visit and use the scheme as many times as you like
  • It can be used with Privilege Club 2 for 1 meal benefits and any of our restaurant offers and promotions but will not apply to Privilege Club hot drinks benefit as these are complimentary
  • The discount will be applied after other discounts, offer and promotions are deducted
  • There is no minimum spend
  • Your meal and drinks must be consumed in our restaurant or outdoor seating areas
  • We can’t apply the discount to the sale of alcoholic drinks, takeaways, private parties, events, functions or on service charges

For further information on the scheme visit www.gov.uk

Garden Centre FAQs

Are you opening at usual times?
Our opening hours have changed. Our garden centres are open from 9am to 5pm Monday to Saturday and 10.30am until 4.30pm with browsing from 10am on Sundays. Our restaurants are open 9am to 3pm Monday to Saturday and 10am to 3.30pm on Sunday.

Are you only allowing one customer in at a time? Can I bring my children?
Customers are able to visit the garden centre with members of their household or support bubble including children. However please do not visit in large groups and be respectful to others who may be waiting to enter. The door marshal will take all individual circumstances into consideration as they manage the number of people in the garden centre at any one time. It is the responsibility of the adult to ensure children comply with social distancing guidance whilst visiting.

Will I have to wear a face covering when visiting the garden centre and restaurant? Why are your colleagues not all wearing face coverings?
In line with government guidance, from Friday 24th July, customers must wear face coverings when visiting our garden centre, but not to eat or drink in our restaurants. It is not compulsory for our colleagues to wear face coverings, although it is encouraged. Please be mindful and respectful of those people who are less able to wear face coverings. For exemptions, please see the government guidance online at www.gov.uk

Have you introduced any social distancing or additional hygiene measures?
In line with government guidance and directives we have introduced safe practices, protocols and social distancing measures for the wellbeing of our customers and colleagues. These include;

  • Limiting the number of customers in our garden centres and restaurants at any one time
  • The introduction of queuing systems at the entrance and the tills
  • Asking visitors to our restaurants to provide contact details in line with government test and trace requirements.
  • Asking visitors to our garden centres to wear face coverings
  • Protective screens at the till payment areas
  • Face visors, face masks and gloves for our colleagues to wear where appropriate
  • Trolley and basket sanitisation points
  • Floor markings and signage to remind everyone to observe social distancing guidance
  • Encouraging customers to use contactless card payment where possible and members to hold Privilege Club cards for our colleagues to scan
  • Reminders to regularly wash hands

Are there any special arrangements for NHS or Care Workers?
We have introduced prioritisation for NHS and care workers from 9am to 10am Monday to Saturday and 10.30am to 11.30am on Sundays.

Are dogs still welcome in the garden centre?
Yes, you may still bring your dog into our garden centre whilst complying with social distancing guidance.

Will there be seating available in the queuing system at the entrance?
We do not have seats in the queueing area, although some of our garden centres do have benches in the car park.

Are toilet facilities available?
Yes, toilets are available but not at our Maidstone garden centre. Please follow the social distancing and hygiene notices in the garden centres regarding use of these facilities.

Local Garden Centre Services

Will my Notcutts garden centre be able to deliver locally?
We are offering a local community delivery service directly from our garden centres. A minimum order of £50 is required and normal local delivery charges apply. This service is available to customers living within 5 miles of the garden centre. Please contact your local garden centre for details.

Can I order from home and collect from my local garden centre?
We are currently looking into whether we will be able to offer this service. Please keep checking the website for updates.

Privilege Club FAQs

What is happening about my restaurant Privilege Club benefits?
Members who joined or renewed before the 18th May, will retain their current restaurant benefits for the remainder of their membership year. Now our restaurants have re-opened you will be able to continue to enjoy your benefits.

What is happening about my restaurant Privilege Club benefits in Maidstone?
We’re sorry that Coffee Corner in Maidstone are no longer able to provide Privilege Club free hot drinks. You can of course visit our Tunbridge Wells or any other Notcutts Garden Centre to enjoy restaurant benefits.

Will my monthly free hot drinks be carried forward now you have re-opened?
We’re sorry we’re unable to provide free hot drinks retrospectively for the period of time our restaurants were closed.

Will my 2 for 1 weekday meals be carried forward?
The meals are available to be redeemed at any time Monday to Friday excluding bank holidays, December and during Privilege Club events throughout your membership year, once we are able to re-open the restaurants.

Has Notcutts Privilege Club changed?
From the 18th May, if you renew your membership or join the Privilege Club you will receive the following benefits:

  • 10% off everything* every time you shop in our garden centres and online
  • member only shopping events
  • member only offers throughout the year
  • access to expert advice and demonstrations

Members who joined or renewed before the 18th May, will retain their current benefits for the remainder of their membership year.

*Limited exclusions apply: delivery, postage stamps, gift vouchers, restaurant, livestock and event bookings. Not valid in concession partners.

Why have the benefits changed?
Following considerable review, in these changing times we are unable to continue offering restaurant benefits as part of the membership going forward.

Will the talks and demonstrations continue?
Yes talks and demonstrations will continue and will be brought to you online or instore where we are able to uphold social distancing guidance.

Online Order Questions

Am I able to order on the website?
We have a great range of products available that are updated daily. Please bear with us if orders take a little longer than usual to deliver. Some orders may take up to 21 days and larger items, such as furniture 2- 4 weeks. We are working hard with our suppliers and courier partners to support demand.

My order has arrived incomplete?
Don’t worry - some of our products are sent from different suppliers or locations, which may mean they arrive on different days.

Can I add items to my online order after I’ve completed the order, paid and checked out?
Unfortunately, we are unable to add items to an online order after you have checked out and paid. We would kindly ask that you submit a new online order for these items.

I can’t find what I am looking for on your website?
We are working hard with our suppliers to meet demand, source new products and increase our online range. This means that some of our products are temporarily unavailable and our delivery timescales are taking longer. Please bear with us and see our product pages for details.

General Questions

My Notcutts gift vouchers are due to run out and I am unable to visit.
For gift vouchers that expired from the 23rd March we have extended the validity to the end of September 2020.