FAQs
Click and Collect
Making your shopping experience at Pearsons of Duns more convenient than ever before.
Whether you ordered your goods online or by telephone, our Click and Collect service offers you a flexible way of buying and collecting your shopping from Pearsons of Duns.
Open 7 days a week, Click and Collect allows you to pick up your shopping at a time that works best for you.
How do I use the Click and Collect Service?
Order online.
You will receive an email when your order is complete and ready for collection, so make sure to provide the correct contact details when placing your order.
You will need to bring a printed copy of your order or show us the confirmation on your phone – we cannot release your order without this.
Does using the Click and Collect Service cost me extra?
Click and collect is free.
When can I collect my order?
Collection times are during our opening hours:
Mon-Fri: 9.00am-5.30pm
Sat: 8.00am-5.00pm
Sun: 10.00am-4.30pm
Please allow time for your order to be picked and packed. Items ordered before 4pm should be ready the next day. Items ordered after 4pm may take longer. In either case, please do not travel until you have received the email confirming that your order is ready for collection.
Where do I pick up my Click and Collect order?
The Click and Collect collection point is at Pearsons of Duns Ltd, The Cheeklaw Centre, Station Road, Duns TD11 3EL. Ask one of our helpful staff for your order at the Garden Centre counter.
What happens if I can’t pick up my Click and Collect order?
We will keep Click and Collect orders for 7 days. After this period, if you have not been in touch to make alternative arrangements, we will process a refund.
Delivery and returns
How much is delivery?
Delivery within the local area:
All orders over £100 come with a £5 delivery charge.
Orders under £100 are charged at £10 delivery charge.
Local area includes:
TD1, TD2, TD3, TD4, TD5, TD6, TD8, TD9, TD10, TD11, TD12, TD13, TD14, TD15, EH34, EH35, EH36, EH37, EH41, EH42, EH43, EH44, NE67, NE68, NE69, NE70, NE71
Delivery outwith the local area:
POA
Click and Collect:
Free
Please note that some items, such as stoneware, are Click and Collect only. This will be shown on the product page. If you are unable to collect the item from our Duns branch, please call us on 01361 882277 and it may be possible to make special arrangements for delivery.
How long does delivery take?
Delivery takes between 2-10 working days.
If you have any queries about your order or delivery, please contact our Customer Care team on 01361 882277.
Supplier Deliveries
Some of our products are delivered direct to you by our suppliers or by their chosen courier. We have chosen to use this service so that we can offer you an even larger range of products.
For large and / or heavy items, delivery will be arranged directly by our supplier. You will be contacted by the supplier or their chosen courier with a proposed delivery date and sometimes also a timeslot. Usually, this contact will be made within 7 days of placing the order.
For smaller items, you will not be contacted prior to delivery and our supplier will despatch your order to you as soon as possible within your expected delivery time. If your order is overdue, please call our Customer Care Team on 01361 882277.
Delivery will be managed directly by our suppliers, but we will do whatever we can to assist you if you have any queries or concerns.
It may be possible for you to track smaller items - check your confirmation email or any communication from the supplier for further details. We are sorry that you will not be able to track large item deliveries being fulfilled by our approved suppliers. We will always help if you have any concerns, though please wait until your delivery due time has passed, because we’ll be able to assist you more easily.
If your order is overdue, accidentally damaged in transit, or you have any other query about your order, please call our Customer Care Team on 01361 882277 and they will contact the supplier on your behalf.
Where do you deliver to?
Currently, we only deliver to our local area (see postcodes above).
If you would like to make an order on something that we do not deliver, call our Customer Care Team on 01361 882277 and it may be possible to make special arrangements for delivery.
How do I cancel my order?
Cancelling your order couldn't be simpler, all you need to do is have a chat with a member of our Customer Care team, call 01361 882277, explain that you want to cancel and give your order number. If the item has not been despatched, we will make sure the order is cancelled for you. If it has been sent, our Customer Care team will be happy to arrange a refund or exchange for you. Please note a returns fee may be incurred if the product is unwanted rather than damaged or faulty.
Do you offer delivery on orders placed instore?
Delivery can be arranged for orders placed instore. All orders over £100 come with a £5 delivery charge. Orders under £100 are charged at £10 delivery charge.
Returns
Our returns policy:
Damaged, faulty or incorrect items
We hope you never receive a damaged or faulty item from us, but if you do, our friendly Customer Care team will be happy to organise a refund or exchange, please contact them on 01361 882277.
Once you've been in touch, we’ll work together to pick the easiest and most convenient method for returning your items. It may be via post, collection from your home or visiting Pearsons of Duns. We’ll of course cover the cost of returns and replacements on damaged, faulty or incorrect items.
Undamaged Items
Whether you've changed your mind, or would just like to upgrade your purchase, contact us by phone or email and we will be happy to offer you a refund or exchange. When arranging to return an item, please take care of it for us and keep any original packaging. Please also keep your receipt safe. Unfortunately, in these circumstances we are unable to pay the return postage or collection costs. Once you’ve been in touch, we’ll work together to pick the easiest and most convenient method for returning your items. It may be via post, collection from your home or visiting Pearsons of Duns.
Refunding your money
To save you time and inconvenience we’ll always return your money using the same payment method you used for your original purchase. We are happy to refund the delivery charges and the cost incurred by you in returning the item to us (if faulty or damaged) – that’s all part of our promise to you.