ROOTS FAQs

How does it work?

  • When you sign up for ROOTS we’ll pop your first pack in the post once your payment has been taken.
  • We have a set subscription calendar into which you’ll be placed. We send packs every six weeks, so your second pack may arrive a bit quicker than usual depending on where we are in the calendar.
  • If you’ve bought a gift subscription or annual subscription, we’ll be in touch after a year to see if you’d like to renew.
  • In between packs you’ll receive our ROOTS email, which is filled with top gardening tips and other stories connected to your pack. You can unsubscribe by following the link in your email.
  • You’ll also be invited to two events a year. Due to current circumstances these events may be held virtually.

How much space will I need?

  • We’re planning for the first two seeds to be the violet and Scottish primrose so you won’t need too much space. We haven’t planned for any really large plants but seeds will vary each month. You won’t need a greenhouse to start them off but a small space in your house may be useful (a windowsill for a few small pots). Though all current planned seeds can also be planted directly outdoors.

Can I order outside the UK?

  • Unfortunately, we’re only able to offer ROOTS in the UK.

When will I receive my first ROOTS?

  • We’ll post your first ROOTS pack after we’ve received payment. You should receive it within 7–10 working days.

How long will my subscription last?

  • Subscriptions by Direct Debit are ongoing and will only end if the Direct Debit is cancelled.
  • Subscriptions bought for yourself by card will last one year from payment.
  • Gift subscriptions last one year from payment.

How many packs do I receive in a gift subscription?

  • Our gift subscriptions last a year. We send a ROOTS pack every six weeks, which works out at 10 packs per gift subscription. We’ll be in touch towards the end of the subscription to see if you’d like to renew.

Can I leave a message if I’ve bought ROOTS as a gift?

  • This is something we’re currently exploring. In the meantime, each ROOTS bought as a gift includes a gift certificate, which will have your name on so your giftee knows who bought it.

Can you send the ROOTS pack to me instead of my giftee?

  • Please pop your address on the giftee form instead of theirs. Or drop us an email at roots@nts.org.uk so we can amend this for you.

What payment do you accept?

  • We currently accept Direct Debit, Visa and Mastercard payments.

When will payment be taken?

  • We have four collection dates per month – 5th, 13th, 21st and 28th. When you sign up you’ll be assigned the closest date. Please email roots@nts.org.uk if you’d like to amend this.

There’s an error with my payment

  • Please email roots@nts.org.uk or call 0131 458 0430 and we’ll help to get this sorted.

I didn’t get a confirmation email

  • It may have gone into a junk folder, but if it’s not there then drop us an email at roots@nts.org.uk and we’ll confirm your order.

How do I cancel my subscription?

  • Please email roots@nts.org.uk or call 0131 458 0430.
  • Please cancel before your next payment is scheduled.
  • By taking out our annual subscription, you agree to commit to it for the full 12-month period. If you choose to cancel your subscription before the end of the 12-month subscription period, you’ll still be required to make full payment in respect of the full 12-month period.

Can I get a refund?

  • Please note that we can only give refunds if there is a payment error, damaged product or exceptional circumstances. Please email roots@nts.org.uk to discuss this further.

How do I change my contact/payment details?