Contact Us
Everyone needs a little help from time to time. That’s why our friendly Bonsai Direct team is always here to support you, whether you’re choosing your first bonsai, caring for an existing tree, or simply need a bit of guidance along the way. You’ll find all the ways to get in touch with us below—we’re always happy to help and will do our best to respond as quickly as possible.
Our office hours are 9:00 – 16:00, Monday – Friday (excluding bank holidays). Please leave us a message and we will get back to you as soon as possible.
For Sales Help:
Email: You can email any queries via our Contact Form below.
Phone: To talk to one of our lovely team members about an order, please give us a call on 07860 165086 (Sales Only).
Bonsai Aftercare
If you have questions about your bonsai, please send us some photos. We can help much better if we can see your bonsai.
WhatsApp or Text: Send us some pictures on 07860 165086. We regret we are unable to answer bonsai aftercare questions by phone.
Email: You can email any queries via our Contact Form below.
DPD
99% of orders arrive on the selected date. If you need help with a delivery, please call DPD:
0121 275 0500
If you have requested Monday delivery, DPD may try to deliver over the weekend to keep on top of parcels. You can control the delivery date once you have received your 1-hour time slot.
Address (Office Only)
Bonsai Direct (Office Only)
Upcott Barns,
Morchard Bishop
Devon
EX17 6NG
Please use the tabs below for information and answers to any questions you may have.
Failed Payments
Failed payments are usually caused by the billing details not matching the details your bank holds for your debit or credit card. Please double-check that your billing address and postcode are entered exactly as they appear on your card statement.
We can deliver your order to any UK address, but the billing details must match the cardholder’s registered information.
If your card payment doesn’t go through:
- You’re welcome to try again using the correct billing information.
- Alternatively, we can email you an invoice with a secure payment link.
- Or you can pay over the phone by calling our friendly sales team on 07860 165086.
What Does “Pending Payment” Mean?
A pending payment refers to a failed payment attempt that was declined during authorisation. This may happen due to:
- Incorrect billing information
- Insufficient funds
- Your bank’s security checks
Some banks show these failed attempts as “pending” on your statement, while others may not show them at all.
Important: A pending payment will never be taken from your account.
It will be automatically released (or “bounce back”) in accordance with your bank’s processing times—usually within a few working days.
If you’re ever unsure, your bank can confirm that the funds haven’t been and won’t be debited.
You’re always welcome to try placing your order again with a different payment method or contact us for assistance.
Need Help?
If the money hasn’t returned to your account within 7 days (14 working days for international payments), please get in touch with us and we’ll be happy to help.
