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Shipping & Returns

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 any particular 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.