Please note that orders recieved between 12pm on 3rd February and 19th February will be dispatched on 20th February. We will not be responding to email during this time either.
Our free shipping option is for orders over £75 and under 10kg in weight, and is for 48 hour courier in zone 1 of the UK only. Larger trees, soils and other large or bulky items carry a premium with couriers and therefore cost more to post.
Larger trees and heavy orders may be 'checked out' and the price of the items paid, but shipping is calculated manually. Therefore we will send you a further invoice for shipping after you place the order. You must contact us to arrange this. Orders paid for in this way will not be sent out until payment has been made for shipping.
Our regular shipping is via 48 hour courier (which does not include weekends or Bank Holidays), various options are available if you have limited time available to sign for the parcel.
Goods are usually normally dispatched within 3 working days (72 hours) of your order being recieved, but please allow us up to 7 working days. We do not ship (unless specifically requested to do so) on Thursdays or Fridays to avoid having trees at the depot over the weekend. We will try to notify you if there will be any significant delay on your order.
Orders paid for with a cheque are subject to clearance of funds before shipping. This means the funds are available in our account, not that they have left your account, since it sometimes takes a further 2-3 days after this for funds to clear.
It is your responsibility to ensure you are available to sign for the parcel, and if you are not available, then it is your responsibility to re-arrange delivery (or collection) with your local Parcelforce depot. Details of local depots are available on the Parcelforce website, where you can also track your parcels online. A tracking number will be sent on dispatch of your order , if one is available.
We have attempted to keep our pricing structure as fair as possible for all items.
Some of our trees are large and therefore have a large 'volumetric weight'. This means that where items may not necessarily be 'heavy' but the length x width x height of the box that would contain the tree safely is larger than the maximum size permitted by our couriers in their standard scale of charges.
We have measured and weighed the bonsai before listing them and estimated their 'volumetric weight', which is shown on all of the tree's individual pages. Our online calculator on the checkout page will provide a quote for all orders and options
Where reasonably possible, we can deliver trees to shows around the country, or you can collect them from us. Alternatively if you can find a practical courier that will collect your tree for you for less than we can send it, please let us know and we WILL use them!
Occasionally we all make mistakes. If we discover that we cannot ship your parcel for our estimated cost we will do one of two things; 1) ship your order anyway! or 2)refer to you to see what you would like us to do.
All of our parcels require a signature on delivery and you can electronically track them via Parcelforce or Royal Mail websites by asking us for the tracking number when we inform you that your goods have been sent.
Please select the delivery time that is most suitable for you. We cannot absolutely guarantee the delivery time and will not be held responsible for any delays that are beyond our control. If you believe there is a problem with the delivery of your parcel, please telephone us immediately on 01372 272802 or contact us via email so that we can help.
If you have any questions at all about shipping, please ask for assistance.
Returns;
In order to return an item, please contact us FIRST!
Do not send anything to us until we have confirmed the return.
All returns must obtain a signature on delivery as we have had issues with parcels not being delivered to us correctly.
We will not be held responsible for damaged or misplaced returns under any circumstances.
A refund/exchange will ONLY be issued on complete inspection of the returned goods.
We will NOT refund postage costs unless the item was received by you in a damaged condition. Where an order qualifies for free delivery at checkout, we will retain £9.99 of the order total to cover our original shipping costs for the item if returned. We will not refund the purchasers' postage cost incurred during returning the item.
Items returned outside of a 7 day period will be subject to a restocking charge of 25% at our descretion, and are subject to the bonsai having been kept in the correct conditions. Under no circumstances will we issue a refund for a bonsai tree that has not been kept correctly.
