FAQs

FAQ’s



Thank you for your continued custom during this period.

Please read this information carefully before contacting us

Please note it may take up to 24 hours for a confirmation email to come through to you.

Our shop in Billingham is open. We can accept card payments only.
Unfortunately this service is not available on Mondays or Tuesdays.

You can still place an order online as normal for delivery to your home!

If you have a general query, please try researching the answer before contacting us - this will allow us to deal with order and product queries much quicker. There are many useful websites and blogs specifically for pond related discussions - try looking at our blogs!

If you still need to speak to somebody about an existing order then there may be a delay in your call being answered. We are extremely sorry about this but we have more calls than ever before and, due to social distancing, have a very limited team dealing with customer queries.

We have amended our telephone opening hours, please check these revised times before calling us.

You can email us with any query, we aim to respond to all queries within 1 working day.

We are working through emails in date order so sending multiple emails will not result in a quicker response time unfortunately.

Our standard email address is: info@pondkeeper.co.uk

For returns it's: returns@pondkeeper.co.uk

DELIVERY INFORMATION

Delivery is taking approximately 2 working days from the date of order. This takes into account the time taken to process, pack and dispatch your order as well as the time the goods are in transit.

You will receive a despatch confirmation email once your order has left us so keep an eye out for this - it may go into your Junk/Spam folder! This email will contain any relevant tracking information.

PLEASE DO NOT CONTACT US FOR AN UPDATE ON YOUR DELIVERY - WE WILL EMAIL YOU ONCE IT HAS BEEN DISPATCHED

All delivery services and Royal Mail are extremely busy right now so, unfortunately, delays are expected.

If the tracking information for your order shows that the parcel is delayed, it is almost certainly down to the global situation and unfortunately, we cannot see any further information regarding the reason.

We are unable to 'chase' orders until 7 working days have passed since the order was due for delivery so please do not contact us before this time has lapsed, we are sorry but we cannot help before this point.

If you have ordered PVC, EPDM, Butyl or Firestone Rubber then delivery will take 3-4 weeks. Any reference to a quicker time frame on our website must be ignored. Unfortunately, we cannot get tracking information for these orders.

If you have ordered plants, these will take 2-3 weeks for delivery. We cannot track these orders before this time has lapsed.

DHL/UK Mail Tracking is available here: https://track.dhlparcel.co.uk/

Royal Mail deliveries are not tracked but you can see service updates here: https://www.royalmail.com/

Many customers are seeing the following message when tracking orders on the DHL website:

"We're sorry but the delivery of your consignment has been delayed. Please contact your sender for further information"

Both of these updates are there to deter you from contacting DHL, they have your parcel and it's in their network. Delivery will be attempted ASAP but unfortunately, we can only see the same updates as you and have no further information so please refrain from contacting us about this.

ORDER AMENDMENTS

Unfortunately we are unable to amend any existing orders so please ensure your order is correct before making payment. Similarly, please ensure you select the correct house name/number from the drop down list.

We are unable to make address amendments once your order has been dispatched.

If you have paid with PayPal then we are unable to amend the delivery address as this goes against PayPal policies.

MISSING/INCORRECT ITEMS

If you are missing an item or have received an incorrect product please accept our sincere apologies. Please send us an email containing the following information to enable us to resolve the issue ASAP:

• Full Name
• Order Number
• Postcode
• Details of the missing/incorrect item

PLEASE DO NOT CONTACT US ABOUT MISSING RUBBER/PVC/FIRESTONE LINERS - THEY ARE SHIPPED DIRECT FROM THE SUPPLIER AND WILL ARRIVE WITHIN 5-6 WEEKS OF YOUR ORDER.

ORDER CANCELLATIONS

You can cancel your order within 12 hours of it being placed. Please send us an email containing the following information to allow us to cancel ASAP:

• Full Name
• Order Number
• Postcode

If it has been more than 12 hours since you placed the order, we kindly ask you to REFUSE THE DELIVERY. The parcel will then be returned to us.

Please send us an email to let us know you have refused the delivery, along with the following details to enable us to refund you ASAP:

• Full Name
• Order Number
• Postcode

RETURNS

Please see our Returns Page for detailed information on this.

THANK YOU TO ALL OUR CUSTOMERS, OLD AND NEW, FOR THEIR PATIENCE AND COOPERATION DURING THIS TIME.

STAY SAFE!