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Frequently Asked Questions (FAQs)

As one of the UK’s leading suppliers of pond equipment, we are asked a variety of questions ranging from how much a delivery will cost, right through to how to install a pond.

Our FAQ section is designed to answer the questions we are regularly asked. We have also provided an in-depth section for more practical questions in our Ask the Expert section, this contains a huge pond building guide and also information on specific products.

If you can’t find the answer to your questions, please don’t hesitate to contact our customer services department.

 

During the current difficulties caused by the Covid-19 Crisis please be aware of the following:

Please only contact us regarding your delivery if it has not arrived in the below timeframes. Any emails chasing deliveries before this time has passed may not be responded to.  

Saturday deliveries
Not available 

48 hour deliveries
Not available 

Next Day deliveries

Can still be placed and it will mean that the order is despatched the same day (if ordered before 2pm Monday-Friday) but we cannot guarantee the order will actually arrive the next working day as there are delays with the couriers. Please only pay for express delivery if you accept this.
Any Next day orders placed after 2pm or on Saturday, Sunday, or Bank Holidays will be despatched the next working day. 

Standard deliveries (Mainland UK)
Please allow 7 working days for delivery. 

Deliveries into Ireland (Northern and Southern)
Please allow 10 working days for delivery. 

Overseas deliveries
We are still shipping overseas however we are aware certain depots have closed.
Please allow 14 working days minimum. If we ship an order and your depot has closed due to lockdown you will need to wait until it reopens for your delivery, we cannot change this I’m afraid.

Plant Product deliveries
Unfortunately currently some plant product deliveries are experiencing serious delays. Please allow at least 4 weeks before emailing customer service about these.

Under normal circumstances (Post Covid-19) the following applies:

 

How long will my order take to be delivered?

Standard delivery is 5-7 working days, however we can offer a 'Next Working Day' or '48 Hour Delivery' service if you require your order quickly*.

Please note that we don't deliver on Saturdays and Sundays, and any deliveries for next day and 48 hour have to be placed before 2pm by telephone or 2pm on the web.

*Excluding custom liners, blade waterfalls/arcs and plants.

Can I have my order delivered to a different address?

Yes. When you place your order you can add a different delivery address. If the billing address is different to your delivery address the invoice will always be sent to your billing address. Please remember your billing address is the address at which your payment card is registered.

How much will my delivery cost?

Method   Cost
Standard
  £4.99
48 Hour   £6.99 Minimum Charge (depending on weight)
Next Day   £8.99 Minimum Charge (depending on weight)

FREE Delivery to qualifying postcodes (as long as your order weighs less than 30kg), when you Spend £60 or more.

We’re sorry but the FREE delivery offer does not apply to Northern Ireland, Islands or Scottish Highlands. Click here for a list of exempted postcodes.

24 Hour and 48 Hour delivery is available in most areas (excluding Highlands, Islands and Northern Ireland), please call for details.

Items under 30kg will be sent as parcels. Items over 30kg will be sent as pallets.

The Standard Delivery charge for a large single item weighing over 30kg is £30 (Deliveries to certain locations may cost more)

Plants

Direct dispatch plants under 30kg will be subject to a £7.20 delivery surcharge*. Plants over 30kg, i.e 30ltr Lilies will be subject to a £50 delivery surcharge*.These are sent directly from our supplier make sure the plants you receive are fresh and in great condition. There is no limit on how many you can order for one delivery charge. This is in addition to any other carriage costs for items sent directly from Bradshaws Direct. 

Please allow 5 -10 working days for delivery, reducing to 3-5 working days during the peak season of March -July. (Next day and 48hr not available)

Custom Liners

Custom size liners will be subject to a £10 delivery surcharge* due to being dispatched directly from our supplier. 

Please allow 5 -10 working days for delivery. (Next day and 48hr not available)

Items been delivered to Highlands, Islands and Northern Ireland may incur an extra delivery charge. If the cost for postage is different to the above we will contact you to advise you. Your parcel will not be sent out until you have agreed to the delivery charge.

What is the latest time in the day you can place an order for next day delivery?

2pm is the latest time you can place an order over the internet for next day delivery, if you miss this time you can call our sales team on 01904 698800 before 3pm to place your order.

How can I track my order?

We can track all orders via our parcel tracking system and will advise you where your order is at any time. Please either e-mail our Customer Services Department or call 01904 696933 within the following hours:

Day   Hours
Mon-Fri   9.00am - 5.30pm

How do I know if an item is out of stock?

Our website updates stock levels regularly and automatically, so you can buy with confidence. If there are any unforeseen issues we will contact you promptly to inform you.

We do not part-ship orders unless specifically requested, so if you place an order for multiple items where one or more item is out of stock we will wait until everything is available before despatching the goods. If you require any items that are In Stock to be despatched first of all please call our Customer Service department on 01904 696933 and we can arrange this for you. There is no extra charge for this service.

Can I change or add to an order?

As long as we haven't despatched your order we can alter it for you. Just call our sales team on 01904 698800 and we will be happy to help.

When should I arrange for help with installation of my pond equipment?

You should not arrange for any third party contractors until you have received your parcel and this has been checked for any shortages or damages.

Which credit cards can I use for payment?

We will accept Visa, MasterCard, and Maestro. Unfortunately we cannot accept American Express.

Can I use Paypal?

Yes, you certainly can. We now take Paypal, offering you even more flexibility of payment.

How do I return an item?

COVID19 Update:

For the time being we are extending our returns period to 90 days.

Please arrange to return items rather than have our couriers collect them as this service is not currently reliable.

Returns will take longer to process than usual. Please allow up to 28 days. 

We will offer refunds rather than exchanges where the item is unused and saleable.

 

Faulty Items

Contact our Customer Services Department on 01904 696969 and they will arrange for the collection of any faulty items with our carriers. Once we have received the items we will arrange a replacement or refund within 10 working days.

Non Faulty Items

If any item does not meet your expectations you can return this to the postage address below. It must be returned unused within 30 days of receipt of your order. We advise that you obtain proof of the return from the carrier.

Please note: Bradshaws can only cover the cost of return for faulty or damaged items.

Address for Returns

Bradshaws Direct
James Nicolson Link
Clifton Moor
York
YO30 4XX

Which carriers do you use?

Bradshaws use a variety of carriers depending on the size of the parcel and shipping address, including Royal Mail, UK Mail and Interlink.

How accurate is your website?

Whilst every effort is taken to ensure that the product prices, information and sizing are correct, these items are subject to availability and may be subject to change. In the unlikely event of a price increase or substitution you will be notified and your acceptance gained before your order is processed.

I have a problem with my pond - can you help?

If you have a pond-related query, then please give us a ring. All of our operators are trained and will be happy to answer any questions. We would also recommend that you take a look at our Blog section which contains our 'Water Gardening Guide' as this contains lots of helpful information for the beginner.

If you have any other questions please send us an e-mail or alternatively call our Helpline on 01904 698800.

Disposing of Old Electrical Equipment (WEEE Directive information)

For information on how to dispose of your old electrical equipment, such as pond pumps, vacuums and filters, click here to see our WEEE Directive information

Schools, charities and conservation projects

Bradshaws Direct have proudly helped and assisted with providing materials for charities, schools and conservation projects to help complete pond projects. To view some of the completed projects, please click here.