Frequently Asked Questions

Orders & Payments

  • Do your prices include VAT?

    We’re a UK-based company and we ship exclusively to the UK. As such, all prices on Lawnmowers Direct are given in pounds sterling and include VAT.

  • How can I pay for my order?

    You can pay online using MasterCard, Visa, Visa Debit, Visa Electron, Maestro, American Express or Paypal. Our payments are processed using Sage Pay, which means we won’t have access to your payment card details unless you choose to call us and pay over the phone.

    Read our making a purchase section for more information.

  • My payment has been declined, can I try again?

    If your payment has been declined, double check the details you have entered. Sometimes this might simply be because you’ve typed in the long number on the front of your card or the expiry date incorrectly. If you amend any errors and your payment still isn’t accepted you can try again using another payment method. There are a number of reasons why the transaction might have failed. For details of this you will need to speak to your card issuer.

  • When is payment taken?

    Payment will be taken when your order has been placed. We cannot accept an order until we have received full payment for the goods. Please make sure you have funds available in the account you have used to pay at the time of placing your order.

  • I've changed my mind, can I cancel my order?

    Orders can be cancelled at any time up until 14 days after you have received your delivery by emailing [email protected] with your name, address and order number. If your delivery has not yet been dispatched, it will be cancelled and your refund processed (this can take a few days to clear). If your order has been sent you will need to contact us to arrange collection – this is free of charge providing you’re cancelling within 14 days.

    For more information, please visit our returns and delivery page.


  • Can I pick my order up?

    All orders placed through Lawnmowers Direct will be sent out for delivery. There is no charge for this if your order comes to £75 or more, and a small fee of £4.95 on orders less than £75. However, we have two showrooms which we operate as sister company Bartram Mowers. If you have seen an item on Lawnmowers Direct website and would like to pick it up at one of our depots (Ipswich and Norwich), please ring ahead first as stock is held at both locations. You will need to pay in store if you choose to do this.

    Visit our contact page for details of our showrooms and for contact information.

  • Where do you deliver?

    Currently we are only able to deliver to the UK. Shipping is free on orders of £75 or more to UK mainland addresses, and subject to a £4.95 charge on orders less than £75. For Scottish Highlands or offshore UK delivery quotes, please email [email protected].

    You can place an order if you’re outside of the UK, but we’ll need a valid UK in order to ship the delivery. Once we have delivered to the agreed address you will become the owner of the goods, so you’re responsible if any damage occurs in forwarding on from the original delivery address.

    Read through our delivery information section for more information.

  • When can I expect my order?

    Petrol products undergo a pre-delivery inspection (PDI) before shipment to make sure everything is in working order when you receive your products. This will usually be 2-3 working days but can take up to 4 working days depending how busy we are, so you will usually receive your goods within four to five working days of ordering.

    Electric products are a little more straight-forward, and are usually dispatched within one working day of receiving your order, meaning you receive them the following working day.

    Our couriers pick up from us Monday to Friday. As no collections are made on weekends or bank holidays, orders received on these dates will be processed the next working day. For example, an order for an electric hedgetrimmer received after our last pick up on Friday (around 3pm) will not be sent out until the following Monday. An order for a petrol lawnmower that was placed on a weekend will usually be given its PDI and sent out by the end of the following Wednesday, for delivery to UK mainland addresses on the Thursday.

    If you ever need your delivery made by, or on, a particular day please let us know; we try and accommodate all reasonable requests.

    Read through our delivery information section for more information.

  • I've just been informed the product I've ordered is out of stock. How long will it be before it's available?

    There’s no simple answer to this one. It doesn’t happen very often when you take into account the number of orders we receive, but if it happens to you, it’s probably a bit frustrating.

    Lawnmowers Direct is part of Bartram Mowers, a bricks and mortar business with branches in Norwich and Ipswich. The stock we hold is also sold in our stores, which means sometimes a product will be sold in store at the same time you’re placing your order. Sometimes it might be due to someone putting an order through just seconds before yours, and we always work on a first come, first served basis.

    As we’ve mentioned, this is highly unusual, but if it does happen we will let you know as soon as possible. This will be in the form of an email. We will have spoken to our suppliers at this point, and they will let us know approximately when your order will be delivered to us. We will take into account any time we’ll need to process your order (and check it if it’s a petrol machine), so that we can let you know approximately when you can expect you machine.

    If the wait is going to be too long (and we understand if it is; we try and make sure your products are with you as quickly as possible), just reply to the email or call us and let us know if you would like your order cancelled. We will then process your refund, and your money should be back in your account soon after (it’s usually within two working days, but it does depend on your bank as well).

  • Can I specify a delivery date?

    Can I specify a delivery date?

    Delivery dates can be affected by busy periods as well as courier delays, but if you would prefer your parcel to be delivered on or by a particular day, please send us an email ([email protected]) after you have placed your order with your name and order number and your request.

    We do our best to accommodate these requests, but we cannot make any guarantees about the exact date your products will be with you. Your delivery details and tracking information will be confirmed in an email after we have dispatched your order.

  • I might not be in when my parcel is being delivered, what happens next?

    You can specify if you’d like your package left with a neighbour if there isn’t anyone able to sign for the delivery by sending an email with your name and order details to [email protected] after you have placed your order. You can also let us know if you’d like your order delivered to a safe place on your property. If the courier doesn’t deem the location to be safe for any reason they might choose to attempt redelivery instead.

    If you don’t give us instructions to leave your delivery with a neighbour or to put it in a safe place and nobody is in at the specificied address, our couriers will attempt to redeliver.

Aftercare & Returns

  • Do I have to pay for returns?

    Previously it was the customer’s responsibility to cover the cost of return shipment on non-faulty goods. We are now offering free returns for items costing £30 or more. To qualify for this, you will need to let us know that you want to return your products within 14 days of receiving the goods. We will then arrange for a courier to collect the goods from you, and your refund will be processed within 14 days. For items less than £30, postage arrangements and any associated cost will be your responsibility unless the goods are faulty.

  • The product I ordered isn’t suitable, can I change it?

    If the product is still in its original condition and it is within 14 days of delivery, you will be able to cancel your order and return it to us to receive a full refund. We will cover the costs of return provided the value is £30 or more, and collection will be arranged when we respond to your cancellation request. See our returns and right to cancel section for more information.

    We also offer a replacement policy for those who have tried the product and found that it is unsuitable for whatever reason. If you qualify for this, you will need to send your machine back to us (we will cover the cost if this is within 14 days of you receiving your order) and we will discuss your requirements with you in order to find you a more suitable replacement.

    This service is offered at our discretion and on a case by case basis. Take a look at our replacement policy for full details.

Reviews & Aftercare

  • How do I review a product I bought from Lawnmowers Direct?

    If you place an order with Lawnmowers Direct you will receive an email from Feefo 28 days after ordering. This will be to request that you review the service you received and products you purchased from us. We will be able to see who left the feedback so we can deal with any complaints, but no one else will be able to see who left the review.

    Do let us know what you thought of your machine; these reviews really help others who are looking to buy. Sometimes the problems you have had with your machine might be down to a fault, and if you let us know we can help you resolve this.

  • How do I leave a review of the service I received at Lawnmowers Direct?

    You are only able to leave a review for our service if you have placed an order with Lawnmowers Direct. 28 days after ordering you will receive an email from Feefo requesting that you review the service you received and products you purchased from us. We will be able to see who left the feedback so we can deal with any complaints, but no one else who looks on Feefo will be able to see your name.

    You don’t have to leave us any feedback at all, but we really appreciate the feedback (good and bad!) that we do receive. Without this we wouldn’t know about any issues you’ve had with your order, and what you think works well. As a result we read every review, although we are unable to reply to all of them.

    If you had an unresolved issue, please contact our customer service team in the first instance so we can help.