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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.


How long will my order take to be delivered?

We offer FREE NEXT DAY delivery on orders over £50.00*
Standard delivery for orders under £50, is 2-3 days. You can choose to pay a bit extra to have it delivered the Next Working Day.
We also offer an AM (pre 12) Next Day delivery, and a Saturday delivery. 
If you're local, you can select to Collect your order as soon as 1 hour after it has been placed. 

*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?

 2-3 Working Days Delivery weighing over 1kg - £3.99

 Next Working Day Delivery weighing over 1kg - £5.99 or FREE over £50*

 AM (Pre 12) Next Working Day Delivery - From £15.00

 Saturday Delivery From £17.00

 Click & Collect - £0.00

 Orders need to be placed before 2pm for same day despatch. E.g if you select 2 day delivery before 2pm on a Thursday then your parcel should be with you on the following Monday (Saturdays, Sundays and Bank Holidays don't count as working days). Any orders placed on a ‘Next Day’ delivery on Saturdays, Sundays or Bank Holidays will be despatched the next working day. Please note: Our couriers do not deliver on Bank Holidays

These delivery times excluding custom liners, blade waterfalls/arcs, plants & furniture. More information on these delivery times below. 

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 £40 (Deliveries to certain locations may cost more)

Delivery Surcharges


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. (Next day and 48hr not available)

Custom Liners

Custom size liners will be subject to a £15 delivery surcharge* due to being dispatched directly from our supplier. 

Please allow 7 -14 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 for Next Day delivery. Orders placed after this time will be despatched the Next Working Day. 

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 698800 within the following hours:

Day   Hours
Mon-Fri   8.30am - 4.30pm

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 and MasterCard. We also accept Klarna and PayPal Credit. 

Can I use Paypal?

Yes, you certainly can. We now take Paypal, offering you even more flexibility of payment.  you can also use Amazon Pay, Google Pay and Apple Pay

How do I return an item?

Faulty Items

Contact our Customer Services Department on 01904 698800 and they will arrange for the collection of any faulty items with our carriers if it has been less than 6 months since purchase. For items over 6 months old, please arrange to return this to us yourself. Once we have received the items we will test them and if a fault is confirmed we will arrange a replacement or refund within 14 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

Unit 32 Shires Bridge Business Park
York Road
YO61 3EQ

Which carriers do you use?

Bradshaws use a variety of carriers depending on the size of the parcel and shipping address, including DHL, DPD, and soon we will also be using Evri for small parcels. 

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. .