COVID-19


We are pleased to be able to welcome you back into our garden centres following the announcement from the government that we are now permitted to re-open. Our restaurants however remain closed at this time.

In line with government guidelines we have introduced safety measures to comply with social distancing and hygiene requirements, for the wellbeing of our customers and colleagues.

We are limiting the number of customers in our garden centres at any one time to ensure we are able to adhere to social distancing guidance. Customers are welcome to visit with a member of their household, however please do not visit in groups and be respectful in your browsing time to others who may be waiting to enter. Our colleagues will be on hand to help and there will be a queuing system at the entrance to our garden centres as well as at the till payment point.

We have introduced screens at the tills and colleagues will be wearing face visors, face masks and gloves where appropriate. For hygiene purposes we are asking colleagues and customers to regularly wash their hands and we are providing trolley and basket sanitisation points.

We would also ask that you pay with contactless card options where possible and that you hold your Privilege Club card for our colleagues to scan.

Our opening hours will be different in the short-term. Our garden centres will be open from 9am to 5pm Monday to Saturday and 10.30am until 4.30pm on Sundays.

We hope that we can help you enjoy your gardens and the wellbeing benefits that plants and nature can bring.

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

Are your restaurants open?
Our restaurants remain closed at this time in line with government guidance.

Are you only allowing one customer in at a time? Can I bring my children?
Customers are able to visit the garden centre with other members of their household including children. We request that customers do not visit in groups and are respectful with their browsing time 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.

Are you opening at usual times?
Our opening hours will be different in the short-term. Our garden centres will be open from 9am to 5pm Monday to Saturday and 10.30am until 4.30pm on Sundays.

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 the garden centre at any one time
  • The introduction of queuing systems at the entrance and the tills
  • 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 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?
If you are an NHS or care worker please let a member of our team know and they will happily assist you.

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. Whilst our restaurants are closed we are unable to provide these benefits. Once we are able to re-open our restaurants you will be able to continue to enjoy your benefits.

Will my monthly free hot drinks be carried forward to when you re-open?
We are unable to retrospectively provide any free hot drinks from the closure period. You will be able to redeem your free hot drinks in the months that the restaurants are permitted to re- open.

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.

I am waiting for a response from your Customer Care team?
In the current circumstances we are having to operate with fewer colleagues in our customer care team and it may take us a few days to get back to you. We would really appreciate it if you only contact us if your enquiry is essential using the online contact form.