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Frequently Asked Questions - FAQs
Here we answer some of the questions we're asked most often. If we haven't answered your query below, please feel free to get in touch and ask us. We'd love to hear from you!
Setting up an account
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How do I set up a customer account on the website?It’s very straightforward to set up a customer account. Just click on the ‘My Account’ or 'Log In' button at the top of the page, next to the wheelbarrow icon. You will be shown a form to fill in to give your name and email address, and can choose a password. Make sure to use one you’ll remember, as we do not have access to this information. For more information on how we use the information you give us, read our Privacy Policy.
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I’ve moved house. How can I update my details on your system?Simply log in your account using the ‘My Account’ or 'Log In' button at the top of the page. To change your account details, click on ‘View Addresses’ and Edit or Delete the details you want to alter. Save the changes by clicking ‘Update Address’.
Placing an order
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How do I save items in my barrow?To do this you will need to set up an online account; you can log in to the site at the start of your visit and any items added to the basket will remain there for next time you log in. If you do not log into an account then any items placed in your basket will remain there for a short time only - this can be dependent on the computer settings you have in place.
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When will I be charged, and will my card details be saved?Payment for the value of the goods will be taken when you place the order. This does not affect your statutory rights. We do not store your card details on our internal order system, so we might need to ask for your card details again if you choose to add to an order or require a refund.
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Do you deliver to international customers?At the moment we are only able to process orders from customers in the UK and Channel Islands.
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Why won't my payment go through?If you are having problems paying on our website, please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, and telephone number - as these fields are involved in verifying your payment. Please also make sure that your billing address corresponds with the registered address of the card that you are paying with. If you are still having problems, please contact us and we’ll be happy to help you place your order.
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Will I get a confirmation email?Yes, you will receive an email confirming your order has been received and a further email when we despatch your order.
Postage and delivery
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Do I need to pay multiple postage costs for each despatch?You will pay one postage charge of £4.99, or £9.99 for our express delivery service (this service is not available to the Scottish Highlands or to any Island addresses). The postage charge is added to the total cost of your order, and is paid at the online checkout.
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How will my order be delivered?Your order will be delivered by courier.
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How long will my order take to reach me?We aim to despatch all orders, subject to availability, within two working days of receipt. Our delivery service takes three working days to deliver to UK mainland addresses and between 3 -11 working days to deliver to the islands. For full details, please see our 'Delivery and Returns’ page.
Returning an item
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The item I bought isn’t as I expected. Can I return it?Yes, under the Consumer Rights Act, you have the right to return an item you have bought online. You must return it to us within 30 days. Please see our 'Delivery and Returns’ page for full information.
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My item has arrived damaged. Can you help?Of course, we’ll be very happy to refund or replace any damaged item free of charge. Please see our ’Delivery and Returns’ page for further information on how to do this.
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My RHS-Endorsed Digging Spade is damaged. I bought it several years ago, and don’t have the receipt any more. What can I do?All our RHS-endorsed cutting tools have a 10 year guarantee against manufacturing defects, and all our RHS-endorsed stainless steel tools have a lifetime guarantee (defined as 75 years) against manufacturing defects. Very occasionally, tools are damaged in use as a result of structural failings – for example, hidden unevenness in the grain of a wooden handle. If your RHS-endorsed cutting or stainless steel tool has developed a fault, even if you didn’t buy it recently, please return it to the place you bought it from, and the retailer will be able to provide you with a replacement free of charge. If you have difficulties in doing this (for example, if you bought it on holiday, or the item was a gift), please contact us to arrange a replacement.
Some words on tool maintenance
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How should I look after my tools?All tools will benefit from a little regular TLC. A sharp blade makes a healthier cut for the plant, avoiding crushing the stem and reducing entry points for infection, so all blades should kept as sharp as possible: we recommend regular use of our sharpening steels. After use, wipe metal surfaces with an oiled cloth to protect them from moisture. Finally, store your tools in a dry place, away from damp.
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Do you offer a repair service?We offer shear re-grinding, and the cost for this starts from £7.50, plus postage. Our RHS-endorsed tools carry a 10 year or even lifetime guarantee, and if one of these tools develops a fault we are happy to replace it free of charge.
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Do you offer replacement parts?We offer replacement springs for our RHS-endorsed secateurs as a standard replacement part, as well as replacement blades for our Professional range of RHS-endorsed secateurs. These can be bought through the website. Occasionally we can offer other replacement parts; please contact us for details.
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My shears have gone rusty; what can I do to restore them?A good oil, clean and sharpen will work wonders! Try using our White Oil and use an old rag to rub the metal clean. Use one of our sharpeners to return the blade to its original sharpness. If the rust needs a bit more attention, you could return your shears to us to be reconditioned. Prices for our reconditioning service start from £7.50, plus postage. Please contact us for more details.
Other queries
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Can I have my item engraved to personalise it?We do offer an engraving service, but it’s for large quantities only (50+). Please contact sales@burgonandball.com with enquiries. Unfortunately we cannot offer engraving for individual items.
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Do you have a catalogue?No, we don’t currently have a catalogue for our consumer customers. Our website has a complete listing of all the many hundreds of items we offer. If you can’t find what you’re looking for, please contact us and we’ll be happy to suggest some products which may be useful.
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I have a different question, one which isn’t answered here. How can I get in touch with you?You can contact us at our factory in Sheffield using the contact details on our contact page. We’ll be happy to help!