Order Issue

Having a problem with your order? Please read this first.

We take great care to ensure all tubers leave us in good, viable condition, inspecting and packing every order thoroughly before dispatch. Once tubers leave our care however, we have no control over the conditions they are kept or grown in, and we would ask that you read the following carefully before submitting a query.

The honest truth about tuber failure

In our experience, the overwhelming majority of tubers that fail to grow do so as a result of how they have been treated after delivery rather than any issue with the tuber itself. The most common causes we see are:

• Overwatering — by far the most frequent cause of failure. Tubers need very little moisture until actively growing and will rot rapidly in wet or waterlogged compost
• Cold conditions — dahlias need warmth to break into growth. Tubers kept in cold sheds, garages, or unheated greenhouses will often sit dormant and deteriorate
• Planting too early — starting tubers off before temperatures are reliably warm enough will stall growth and encourage rot
• Planting too deeply — a very common and easily overlooked mistake that can prevent emergence entirely
• Incorrect storage — tubers stored in damp, freezing, or poorly ventilated conditions before planting are unlikely to perform well regardless of their condition at dispatch

Before submitting a claim, we would strongly encourage you to review our full planting and care guidelines at shawgreendahlias.co.uk/dahlia-planting-and-care and consider honestly whether any of the above may apply to your situation.

Our terms and conditions that you agreed to at the time of purchase are available at shawgreendahlias.co.uk/terms/

To make a valid claim you must be able to confirm:

• That you followed our published planting and storage guidelines in full
• That your claim is being made within a reasonable time of planting, and no later than the end of the current growing season
• That you are able to provide clear photographic evidence in support of your query

Claims where our guidelines have not been followed, or where insufficient evidence is provided, may not be considered.

Incorrect Variety Received

If you believe you have received an incorrect variety, this can only be confirmed once the plant is in flower. Once verified through photographic evidence, you have two options:

• Option 1 — Return & Full Refund: Return the tuber at the end of the growing season for a full refund of the purchase price. We will provide a Royal Mail Tracked 48 returns label.
• Option 2 — Keep & Voucher: Keep the tuber and receive a voucher for 50% of the purchase price to use against a future order (valid for 12 months).

The choice is entirely yours and your statutory rights are not affected.

Returns & Refunds

Change of mind returns
You are responsible for the cost of returning items. Refunds are processed within 14 days of us receiving the goods back.

Incorrect variety & non-viable tubers
Where a return is agreed, we will provide a Royal Mail Tracked 48 returns label. Maximum parcel dimensions: 450mm x 350mm x 160mm, maximum weight 2kg. If your return exceeds these limits please contact us before sending.

All returns to: Shaw Green, Dawbers Lane, Euxton, PR7 6EQ

Please ensure items are well packaged, include your order number, and photograph items before sending them back.

Ready to submit?
Complete the form below including your order number and any supporting photographs. We aim to respond within 2 working days.