new website faq's
Please see below for frequently asked questions regarding the transition to our new site:
what is different on the new website?
In creating our new site, our primary aim has always been to create a website which works better and is easier to use for everyone. To achieve this goal, we have developed those areas that worked well on the old site and changed those elements that needed improvement. Although the new site should still seem quite familiar, we hope that as you come to use and explore it more, you’ll see that this site is much easier to use and that finding and purchasing the products you love is even simpler and quicker than before.
So what’s changed? Below are the key things we think you’ll notice as you browse the new site.
- There’s a new look and feel. Our main menus have been updated so that you can move around the site effortlessly and intuitively. The search functionality has been updated as well, so finding what you’re looking for should be simple.
- You’ll also see that we’ve increased the size and number of product images throughout the site. We hope that our beautiful photography will help you see exactly how a product is going to look and if it’s the right choice for your garden.
- We’re pleased to say the new site works much better on your mobile phone and tablet so you can enjoy the new design and all the perks that come with it, however you choose to view it.
- The checkout process is faster and simpler. There are less steps in the checkout to complete your order and once made, you’ll have access to more updates on your order status.
- Drawing on Sarah’s 20 years’ worth of gardening experience, we’ve included more advice, videos and growing guides for you to use! If you have a horticultural question about any product that you’ve brought from us, or just want some top tips on how to get the best out of your outdoor space, you should be able to find what you need. Our advice articles will also be easier to shop, allowing you to add items to your basket quickly and efficiently.
what customer details have been transferred to the new website and how are you keeping these safe and secure?
Whilst developing the new site, customer privacy and security has been a top priority for the Sarah Raven Team.
If you’ve shopped with us before, the majority of your personal details (such as name, email address, postal address and order history) have been transferred across to the new website. As such, you won’t have to re-enter much of your personal information and you’ll easily be able to edit or view your details, as well as your recent order history.
We have taken all the necessary precautions to ensure that any personal data is being handled safely, securely and in compliance with GDPR regulations. Your marketing preferences have also been carried across from the old site so if you currently receive emails from us, you will continue to do so. (If you would like additional information on how we handle and use your data, we’d recommend taking a look at our Privacy Policy.
With security in mind, the key piece of information that has not been automatically transferred to the new site is customer card details. The website will prompt you to re-enter your payment details when you make your first purchase; at this point you’ll have the option to save your card details to make ordering quicker and easier in the future. It’s also worth noting that, if you have a Sarah Raven online account, you will need to reset your password the first time that you log in on the new site.
I have a Sarah Raven account; will I need to make a new one?
We’ve worked hard to make sure that existing account holders won’t need to set up a new account. As with other personal details, your account information has been safely migrated to the new site. The only exception to this is your ‘Wish List’. Unfortunately, if you had any items saved in your wish list (or in your basket) prior to the 8th June 2021, these will not have been carried across. We apologise for any inconvenience caused by this change.
For security purposes, you will need to reset your password the first time that you log in on the new site. The website will prompt you to do this automatically and once you’re logged in, we hope you’ll enjoy exploring your new account page. Taking user feedback on board, this area of the site has been designed to be more user-friendly and provide clear, concise, and up to date information on all your current and previous Sarah Raven orders, which you have placed on our website.
how is placing an order different on the new site?
If you’ve shopped with Sarah Raven before, the checkout process will probably still look and feel quite familiar to you but you’ll hopefully notice we’ve made some improvements that should make shopping quicker and easier for all our online customers.
In particular, shopping on a mobile or tablet should bnow be a much better experience. We’ve also ensured the checkout process is easier to follow, giving you additional confidence when you make a purchase with us. Our updated search functionality should mean that finding your perfect product on the website is simpler too.
Once you’ve placed an order, the website will now enable us to provide you with more up to date information on the status of your order and when it’s likely to be delivered.
We really hope that you’ll like the changes that we’ve made but it’s also worth remembering that you’ll still be able to place orders over the phone, with our dedicated Customer Services Team if you prefer.
I have a gift voucher to use or have just gifted one, can these still be redeemed on the new website?
Absolutely! Any vouchers, or indeed special offer codes, that are still valid are redeemable on the new website.
If you experience any difficulties applying a voucher or offer code our Customer Services Team will be happy to try and help you resolve the issue, but we’d always recommend double checking the expiry date and terms and conditions before getting in touch.
I've spotted something that doesn't look right or isn't working on the new website
We’re so sorry to hear that you’ve spotted a potential issue with the new website and apologise for any inconvenience this may have caused you. We’re continually trying to improve the new website and make sure it provides the best experience possible so we’d really appreciate it if you could provide us with some more details on the issue you’ve found. This will help us to get this resolved as quickly as possible.
- 1) Go to the Sarah Raven Contact Us page - https://www.sarahraven.com/contact-us
- 2) Select the option to email us at web@sarahraven.com and be sure to use the Subject Line ‘WEB ISSUE’.
- 3) Describe the problem you’ve found. The more details you’re able to provide the better.
- 4) Click ‘Submit’. Your report will then be shared with our web development team who will hopefully be able to fix the problem.
- 5) Alternatively, you have the option to use our live chat functionality to contact our team directly and report issues.
We’d like to thank in advance anyone who takes the time to report an issue using the steps above; user feedback like this is invaluable to us and will really help us improve the site in the future.
will the new website impact existing orders that I'm yet to receive?
We can confirm that the transition to our new website will not have impacted any outstanding customer orders. Although we have changed the website, our order fulfilment process is remaining the same, which means that you order should arrive when expected and at the perfect time for planting.
If for any reason your order is likely to be delayed (such as crop failure or adverse weather conditions), you will be notified accordingly but this is highly unlikely to be as a result of us moving over to the new website.
