Delivery Times
Most
products are available from stock* and are despatched direct from our warehouse
to your door (unless stated otherwise).
We offer a
Next Working Day service as standard** Provided we receive your order before 2pm, we will despatch it
the same day for delivery to you the following working day.
Please note this delivery service
does not include Saturdays, Sundays or Bank Holidays. Any orders placed on a
‘Next Day’ service over the weekend or on a Bank Holiday will be despatched the
following working day e.g. If you order on a Saturday it will be despatched on
Monday for delivery on Tuesday.
Saturday
delivery is available on request, prices start from £20.00. Please call us on 01642 370888, email info@pondkeeper.co.uk or chat to an advisor on LiveChat to arrange this.
* Butyl, EPDM and Firestone Liners, and
Live Plants are sent directly from the supplier and are not included in the
Next Working Day service.
**Mainland UK only - please see exempt postcodes below.
Large / Heavy Items
Some items
will require delivery on a pallet – this incurs an additional charge. Please
see a list below of items that require a palletised delivery (this list is not
exhaustive):
·
Flexiliners
15m x 12m and larger
·
PVC
Liners 8m x 8m and larger
·
Evolution
Aqua EazyPod Filters (all varieties)
·
Evolution
Aqua Nexus Filters
·
Oase
Biotec Filters
·
Oase
ProfiClear Filters
To enquire
about delivery costs on these items please call our team on 01642 370888, email info@pondkeeper.co.uk or chat to an advisor on LiveChat.
These items are exempt
from any ‘Free Delivery’ offer.
Can I have my order delivered to a
different address?
Yes! When
you place your order, you will be asked for a billing address and a delivery
address. The billing address must
be the address where your payment card is registered, the delivery address can
be anywhere you wish within the UK.
Alternative Charges/ Delivery
Services
Some
postcodes / areas are exempt from our Next Working Day service:
·
Isle
of Man
·
Isle
of Wight
·
Isle
of Scilly
·
Norther
Ireland
·
Channel
Islands & Scottish Highlands (AB31-38,
AB40-56, HS, IV, KA27-28, KW, PA20-88, PH4-44, PH49-50, ZE)
Standard deliveries
(excluding pallets) to these areas require no additional charge but can take 72
hours
Carrier Services
We use 3
different couriers for UK orders.
For very
small parcels we use Royal Mail 1st Class which should be delivered
within 24 hours but can occasionally take 48 hours.
Most parcels
will be sent out with UK Mail on a Next Working Day service. This is a
Signature Mandatory service. If you are happy for the items to be left safe
without a signature, please leave instructions in the comments box when placing
your order.
Large or
heavy orders will be sent on a pallet via Devereux. Please see the Large/ Heavy
Items section for further information.
Order Tracking
Once your
order has been despatched you will receive an email from us containing details
of which courier your order has been sent via along with tracking information.
Royal Mail – Unfortunately there is no tracking
available for this service.
UK Mail – You can track your order on the UK Mail
website by entering
your consignment number (this can be found in your despatch email).
Pallet – Online tracking is not available so
please give us a call on 01642 370888, email
info@pondkeeper.co.uk or chat to an advisor on LiveChat for updates.
Delivery Outside the UK
We are
pleased to offer delivery within mainland Europe.
Delivery
charges are dependent on the weight/size of your order so please email info@pondkeeper.co.uk or chat to an advisor on LiveChat.
for prices.
We use DHL
for non-UK deliveries, you can track your order on the DHL website
using your Waybill (this can be found in your despatch email).
Where is my order?
If you’re
trying to track your order as soon as you’ve received your despatch
confirmation email, you won’t be able to! Tracking will become available once
your order has been scanned into the courier’s depot. As soon as it arrives
there you will be able to track the progress - try again after 7pm or on the
morning after you’ve received the email.
The despatch
confirmation email will specify which courier we have sent your order with
(Royal Mail, UK Mail, Pallet or DHL). If your order has been sent with Royal
Mail or on a Pallet then unfortunately there is no online tracking available.
UK Mail Tracking: https://www.ukmail.com/manage-my-delivery/manage-my-delivery
DHL Tracking: https://www.dhl.co.uk/en/express/tracking.html
I haven’t got a tracking/ consignment
number
If your
order has been sent with Royal Mail then unfortunately no tracking information
is available.
If your
order has been sent on a Pallet then please contact us to track your order,
online tracking is currently unavailable.
Still
unsure? Get in touch using the details below and we will be happy to help.
Have you ordered a Butyl, EPDM,
Firestone Liner or Live Plants?
These are
items that are shipped to you directly from the manufacturer or nursery. When
you receive a despatch confirmation email from Pondkeeper, this means the order
has been sent over to the manufacturer and NOT that it is on its way to you.
Delivery of these items can take 2-9 working days. Unfortunately, online
tracking is not available for these items. If you have not received your order
within 2-9 working days please get in touch and we’ll chase things up.
I’ve missed my delivery – what
happens now?
If this was
the first delivery attempt then the courier will automatically attempt delivery
the following working day. The couriers will attempt to deliver your order 3
times before returning it to us so please ensure somebody is available to sign
for your parcel at the specified delivery address. 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 then we will assume you no longer require the items and will issue a refund
LESS the delivery charge. If
the item/s are returned and you still require them this will incur a £4.99
delivery charge – we will contact you to take this payment before re-sending
any goods.

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