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Help

Help

Creating an Account

Click on "Register" at the top right hand corner of the page.

Now you can either click on "Create Account" or opt to sign in using Facebook or Google+, which will use your existing Facebook or Google+ details as your user name and password, saving you having to remember them. We do not have access to your Facebook or Google+ details, so it's totally safe to do so!

Creating a new account - If you are creating an account from scratch, you will be asked for your name, a valid email, and to choose a password. You will also have opt-in  and opt-out tick boxes for newsletters and other information. You will then need to add a billing and shipping address, including a telephone number - click on the "edit address" or "manage addresses" option on the Account page to do so. Please ensure you fill in all the required fields (denoted by a red asterisk).

Signing in with Google+ or Facebook - Click on the relevant option, and an account will be generated for you with the email address from your Facebook or Google account. You will also have opt-in  and opt-out tick boxes for newsletters and other information. You will then need to add a billing and shipping address, including a telephone number - click on the "edit address" or "manage addresses" option on the Account page to do so. Please ensure you fill in all the required fields (denoted by a red asterisk).

Once you've done that, you're good to go!

My Account Menu

The My Account Menu contains eight sections. They are as follows:

Account Dashboard - An overview of your account, showing your Recent Orders, your Points balance, Contact Information, and Address Book.

Please Note: Our points scheme is being discontinued on 1st February 2020.

Although Points can't be collected anymore, you can still spend your existing points up to and including the date of 31st January 2020.

Quick Order - From this screen you can quick order any product you know the product code for.

Account Information - Edit your name, email address, password, and email contact preferences here.

Address Book - Add and edit billing and shipping addresses in this section.

My Orders - View information on orders you have placed.

My Product Reviews - View the product reviews that you have written on the Bradshaws Direct product pages.

Newsletter Subscriptions - Sign up to our newsletter here.

My Points and Rewards - View your Points Summary, Earnings and Spendings information.

Ordering

To order from us, click the green "Buy Now" or yellow "Pre-order" button on the product you wish to purchase. You may also change the quantity of the item by changing the value in the quantity box. All products selected will be added to your basket (and a status message on screen will confirm this). When you have finished shopping and are ready to complete your order just click on the basket icon or the price total in the green box at the top right corner and you will next be taken to the "Shopping Basket" screen.

The "Shopping Basket" screen shows you the products you have chosen, the quantity of each item you have selected, the price (excluding delivery), and how many Points you will earn for your purchase.

If you have any Points in your Bradshaws account you can apply them here for a discount equal to 1 penny per point (eg. 100 points = £1) using the "Spend Your Points" slider bar. You can also enter any discount code you may have received from us in the "Discount" box.

Once you are happy with the contents of your basket just click the green checkout button to complete your purchase. If you decide you need to add more items then just click on the Bradshaws Direct logo at the top left corner or navigate via the category menu bar. Of course, you can return to your basket at any time by clicking on the green basket icon or price total at the top right corner of the screen.

At the "Checkout" screen you will be asked to select a Billing Address from your address book. You can select to ship to the same address using the tickbox, or select to ship to an alternate address. Please note, you must have an alternate address available in your address book, or you will have to select "New Address" from the drop down menu.

Next, choose your preferred shipping method from the options available, then select your payment method from either Credit/Debit Card, or Paypal.

Please review your order details carefully before clicking on the "Place order now" button.

Paying by Credit/Debit card - Carefully enter your card details in the "Payment details" screen, making sure to fill in all the required fields. Card Number, Expiry Date, CSV (the last three digits on the signature strip), and Issue Number (where present) are all required. Press Continue to make your payment. Your details will then be verified with your card provider or bank, and your order will be approved and completed, or declined. If you have any issue with paying by credit card please contact your bank or our customer services on 01904696933.

Paying with Paypal - You will be redirected to the Paypal site to complete your order. You will require your Paypal username and password to log-in. Simply follow the on-screen instructions to complete your transaction.

You can now view your completed orders in the "My Orders" section of the "My Account Menu"

Payment

We accept payment in Pounds Sterling or Euros.

Payment can be made by VISA, Mastercard, Maestro, Paypal, or Amazon Pay. We do not accept American Express.

Shipping and Delivery

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:

Delivery Times

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 Sundays or Bank Holidays (Saturday deliveries incur an extra charge and must be selected at the check-out), and any deliveries for next day and 48 hour have to be placed before 2.00pm. Any orders placed before 2pm on a ‘Next Day’ delivery on Saturdays, Sundays or Bank Holidays will be despatched the next working day.

 *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.

Delivery Costs

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

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

The latest time for Next Day delivery is 2pm. Any Next Day orders placed after this will be despatched the next working day. Saturdays, Sundays and Bank Holidays are not working days. 
Please note: Our couriers do not deliver on Bank Holidays. 

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)

We offer 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 and exempted postcodes. (See below).

FULL LIST OF FREE DELIVERY EXEMPTED POSTCODE AREAS: AB3 - 5, BT1 - 8, GY1 - 9, HS1 - 9, IM1 - 9, JE1 - 5, KA27 - 28, KW0 - 9, PA20 - 49, PA60 - 78, ZE1 - 3  

 

Failed Deliveries

Failed parcel deliveries –

We send all of our items on a Signature Mandatory service. If this is a problem, please contact our Customer Service team on 01904 696933 before ordering so we can discuss alternative delivery options. We can deliver to alternative addresses where it may be more likely someone can sign for the parcel (work, family, neighbour etc).

The couriers will attempt delivery a total of three times before returning the parcel to us. If a parcel is returned to us due to no-one being at the delivery address to sign for the parcel and we haven’t been able to get in touch with you, we’ll assume this is no longer required and issue you with a refund. If the item is returned and you still require this and want us to send it out again, this will incur a £4.99 delivery charge.

If you wish to discuss any of the above before ordering, please contact our Customer Service department on 01904 696933 and select Option 2. We are open Monday – Friday 8:30am – 5:30pm and Saturday 9am – 5pm*

*From October – April we are open 9am – 1pm on Saturdays. 

Failed pallet deliveries - 

If your order contains items weighing over 30kg, it will be delivered on a pallet which is subject to a surcharge.

Please make sure you make arrangements to have someone at the delivery address to accept the pallet delivery. If you can’t guarantee someone will be there and you’re happy for the driver to leave the pallet without a signature, please let us know straight after placing your order by calling our Customer Service department on 01904 696933.

If you are not at home to accept delivery of your pallet and you have not left us instructions to leave the pallet without a signature, we will need to rearrange delivery for another day. If this happens, there will be redelivery fee of £40.00.

If you are not in to accept delivery of the pallet and do not wish to pay the redelivery fee, the pallet will be returned to us and you will be refunded for your order, with a deduction £40.00 for the return to sender fee we will incur.

If you need to request a certain delivery date, please call us immediately after placing your order, and we may be able to arrange this for a charge of £10.00.

For every failed delivery or pallet returned to us, we are charged by the couriers. Unfortunately, due to the number of these charges we receive we have had to implement these fees.

 

Extra delivery costs

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 dates 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 dates 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.

 

Carrier Services

Bradshaws use a variety of carriers depending on the size of the parcel and shipping address, including Royal Mail, DPD and DHL

 

Order Tracking

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

Viewing Orders

To view the status of any order you have placed, please Log-In to your Account, then select "My Orders" from the Account Page Menu.

You can now view details and check on the status of an order by clicking the "View" link located next to anyparticular order line.

 

Order Status Explanation -

 

Pending

Your order has been accepted and will start processing shortly

Processing                           

Your order is processing through our system

Picking in Progress             

Your order is being picked and packed in our warehouse

Pending Payment 

Your order is awaiting successful payment

Pending Paypal                     

Your order is awaiting payment from Paypal

Payment Review                   

Your order is on hold due to a payment issue, please contact Customer Services

On Hold

Your order is on hold due to a payment issue, please contact Customer Services for further details

Despatched

Your order is on its way

Cancelled

Your order has been cancelled. Please speak to Customer Services if you have not requested this

Back Ordered

Your order is out of stock or a pre-order item and will be processed when stock is available

Returns Information

Changing your mind:

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.

We want all of our customers to be happy with their purchases, but we understand sometimes you might change your mind. If that happens, don’t worry, just get in touch with our Customer Service team on 01904 696933 and we can arrange for you to return your unwanted item. You have 30 days from date of purchase to do this, and the item must be unused and in its original packaging. We’ll only cover the return postage costs on faulty or damaged items, but if you don’t want to take your item to the post office yourself we can arrange a collection for you using our couriers. Prices for collection start from £10.00. Custom Made items are exempt from this - please see below for further information. 

Returns & Replacements

Faulty Items:

Before returning a faulty item to us please contact our Customer Service department on 01904 696933. 

We will arrange for a courier to collect* the faulty item and test the product once it arrives with us. After we have arranged a collection you will receive an e-mail confirming this and outlining the necessary steps that need to be taken before something is returned to us (e.g. how to clean your product, how to check for any faults that may not be covered under the warranty etc.).

Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item. We request all items returned to us are clean, dry and free of lime scale. If an item is returned and the request hasn’t been followed it will be returned to you at a charge of £15.00. We will not reimburse return postage charges for any items sent back to us without confirmation from our Customer Service department.

Any faulty items will be replaced or refunded within 10 working days of receiving the item back to our warehouse.

*This applies to mainland UK only. Collection and redelivery charges to Highlands, Islands, Ireland and other areas will be more. 

Address for Returns:

Bradshaws Direct
James Nicolson Link
Clifton Moor
York
YO30 4XX

 

Custom Made Orders

These include but are not limited to -
Custom Made Pond Liners
Box Welded Pond Liners
Stainless Steel Waterfalls

As these items are made specifically to your requirements, they do not fall under our usual return procedure. Unless the item has arrived damaged or faulty, we will not accept returns on any custom-made items. If you have any enquiries, please contact customer.services@bradshawsdirect.co.uk

Making Changes or Cancelling a Custom Made Order:

Any changes to these orders or cancellations must be made within 24 hours of placing your order. We are not able to amend or cancel these orders after this time. Please call our Customer Service department on 01904 696933 to make any changes as we cannot guarantee e-mails will be picked up in time.

 

Points

Our points scheme is being discontinued on 1st February 2020.

Although Points can't be collected anymore, you can still spend your existing points up to and including the date of 31st January 2020.

Points are valued at 1 penny per point. So, for example, 100 points will be worth £1 off an order. 

To view your points balance, click on the "Visit My Points & Rewards Section" link in the My Account Menu.

To use your points as discount against a purchase, use the "Spend Your Points" slider bar on the "Shopping Basket" screen. You can use as few or as many points as you would like from your total (until 31st January 2020).

Privacy & Security

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the 'Which?' Web Trader Code of Practice. We collect information about you for two reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not email you in the future unless you have given your consent. We will give you the chance to refuse any marketing email from us or from another trader in the future. The type of information we will collect about you includes:

  • your name
  • address
  • phone number
  • email address

Please note - We DON'T store your credit card details onsite. We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy, the law and the 'Which?' Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

Cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

If you have any questions/comments about privacy, you should contact us on 01904 698800, or via email

Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item. We request all items returned to us are clean, dry and free of lime scale. If an item is returned and the request hasn’t been followed it will be returned to you at a charge of £15.00.

We will not reimburse return postage charges for any items sent back to us without confirmation from our Customer Service department.