Delivery at a glance

We are committed to growing and selling bonsai to the highest standards. Ensuring that our bonsai and accessories arrive at your home/work (or gift address) in the same condition as they leave our nursery is of up most importance. All of our bonsai leave our nursery in excellent condition and we work closely with our couriers to ensure that they are received as perfectly as they were dispatched.

Order by 3:25pm (Mon–Fri) for FREE next working day delivery — or choose your preferred delivery date at checkout.
On the day, you’ll receive a 1-hour delivery window by email or text, with options to reschedule, leave safe, or deliver to a neighbour.

Here are some delivery scenarios;

If you order before 3:25pm on a Monday, you’ll receive it on Tuesday.
If you order after 3:25pm on a Monday, you’ll receive it on Wednesday.

If you order before 3:25pm on a Tuesday, you’ll receive it on Wednesday.
If you order after 3:25pm on a Tuesday, you’ll receive it on Thursday.

If you order before 3:25pm on a Wednesday, you’ll receive it on Thursday.
If you order after 3:25pm on a Wednesday, you’ll receive it on Friday.

If you order before 3:25pm on a Thursday, you’ll receive it on Friday.
If you order after 3:25pm on a Thursday, you’ll receive it on Monday.

If you order before 3:25pm on a Friday, you’ll receive it on Monday.
If you order after 3:25pm on a Friday, you’ll receive it on Tuesday.

If you choose a delivery date, your order will be delivered on that day in almost all cases — over 99% arrive exactly as scheduled. While we can’t guarantee delivery due to unforeseen events such as van breakdowns or accidents, you’ll receive regular updates from our couriers throughout your order’s journey.

Orders placed after 3:25pm on Friday or during the weekend will be processed the following Monday (or Tuesday after a bank holiday).
Please note, we deliver on weekends but don’t ship new orders — except at Christmas, when weekend dispatches may be added to meet demand.

Please allow 2 working days for deliveries to the Scottish Highlands, UK Islands, and Northern Ireland – there’s a small £7.99 delivery charge.
You can still select your preferred delivery date at checkout and tracking is included.
As with all of our deliveries, you’ll receive a 1-hour delivery window by email or text, with options to reschedule, leave safe, or deliver to a neighbour.

Here are some delivery scenarios;

If you order before 3:25pm on a Monday, you’ll receive it on Wednesday.
If you order after 3:25pm on a Monday, you’ll receive it on Thursday.

If you order before 3:25pm on a Tuesday, you’ll receive it on Thursday.
If you order after 3:25pm on a Tuesday, you’ll receive it on Friday.

If you order before 3:25pm on a Wednesday, you’ll receive it on Friday.
If you order after 3:25pm on a Wednesday, you’ll receive it on Monday.

If you order before 3:25pm on a Thursday, you’ll receive it on Monday.
If you order after 3:25pm on a Thursday, you’ll receive it on Tuesday.

If you order before 3:25pm on a Friday, you’ll receive it on Tuesday.
If you order after 3:25pm on a Friday, you’ll receive it on Wednesday.

If you choose a delivery date, your order will be delivered on that day in almost all cases — over 99% arrive exactly as scheduled. While we can’t guarantee delivery due to unforeseen events such as van breakdowns or accidents, you’ll receive regular updates from our couriers throughout your order’s journey.

Orders placed after 3:25pm on Friday or during the weekend will be processed the following Monday (or Tuesday after a bank holiday).
Please note, we deliver on weekends but don’t ship new orders — except at Christmas, when weekend dispatches may be added to meet demand.

At Bonsai Direct, we’re proud to offer fast, flexible, and reliable delivery across the UK. Every bonsai is carefully checked, watered, and securely packaged before it leaves our Devon nursery, ensuring it arrives in perfect condition.

Standard Delivery – FREE

Our standard delivery is completely free for orders over £29.99 and covers most UK addresses.
Order by 3:25pm (Mon–Fri) for next working day delivery, or choose your preferred delivery date at checkout.

Premium Delivery – £8.99

If you need your order earlier in the day, select Premium Delivery (before 1pm) for just £8.99.
This option is available to most UK postcodes and guarantees morning delivery on your chosen date.

Weekend Delivery – £8.99

We know weekends are convenient for many customers.
Our Saturday and Sunday delivery options are available for £8.99, letting you choose a date that suits your schedule.

Highlands & Islands Delivery – £7.99

Deliveries to the Scottish Highlands, Islands, and Northern Ireland can take 2 working days.
There’s a small £7.99 charge, but you can still choose your delivery date when ordering in advance, and tracking is provided throughout your order’s journey.

Accessories & Smaller Bonsai – 1st / 2nd Class Royal Mail

Some smaller bonsai and orders containing only dry goods may be sent with Royal Mail. 1st Class charged at £3.99 for orders under £29.99 and 2nd Class is free.

On the day, you’ll receive a 1-hour delivery window from our courier, with options to reschedule, leave safe, or deliver to a neighbour.
If your order is sent via a Royal Mail service (only orders over £10 are tracked), you’ll also receive a tracking link, but please note that Royal Mail’s updates provide broader time frames rather than specific delivery slots.

If DPD already has a safe place on record for your address, they may use it when no one’s in — even if you leave different notes at checkout.
You can update or remove your safe place at any time by logging into your DPD account or app.

We’re unable to edit or remove any safe place details on your DPD account — these must be updated directly by you. DPD’s customer service team also have limited ability to amend these settings on your behalf.

If DPD confirm that your parcel was delivered to your registered safe place, but you dispute this, an investigation will be opened to review your delivery preferences at the time of dispatch. In the event that DPD’s records show the parcel was delivered correctly and in line with your DPD account preferences, we’re unable to replace or refund the order.

You can call DPD directly on 01212 754815.

If you choose a Monday delivery, DPD may occasionally attempt delivery over the weekend to get ahead of schedule. When you receive your 1-hour delivery notification, you can reschedule if it’s not convenient. Alternatively, you can allocate your safe place or select your preferred neighbour.

Similarly, if you select Sunday delivery, DPD may sometimes attempt delivery on Saturday instead. Again, you are in control of this when you receive the 1-hour delivery notification.

All our parcels are clearly marked with our Bonsai Direct logo and “Fragile – This Way Up” to help ensure careful handling.

A few products — like broom bonsai, seedlings, or smaller accessories — may arrive in plain packaging instead.

If you’re sending a gift, we’re happy to deliver to a neighbour, friend, or family member to keep the surprise.

We send small broom bonsai and accessories via Royal Mail.
Orders under £10 are sent untracked. You can choose between:

• 2nd Class (Free)

• 1st Class (£3.99)

If you select a delivery date, we’ll aim to have your order arrive on that day, but please note that Royal Mail services are less precise than our couriers.
We’ll always dispatch using the service you selected, and you’ll receive tracking details where available.

We deliver to the address entered at checkout, so please double-check that your details are correct.
Unfortunately, we can’t accept liability for delays or failed deliveries caused by incomplete or incorrect information.
Any redirection or re-delivery due to an address or postcode error may incur an additional charge.

For business addresses, delivery to reception with a signature is considered successfully delivered.
We’re unable to ship to PO Boxes — if you’re unsure of your address details, please check using Royal Mail’s address finder before placing your order.

If you’re not in when delivery is attempted, the courier will usually leave a card or notification with instructions to book redelivery or collection.

In the event that the courier isn’t contacted in time and the parcel is returned to us, additional re-delivery charges may apply.

You can also pre-authorise delivery to a safe place or neighbour — either during checkout or via the courier’s tracking message on the day. If you’ve received parcels from DPD before, you may already have delivery preferences saved on your account. It’s worth checking that these are still correct, as DPD will automatically use your existing settings for future deliveries.

If your order arrives damaged, please contact us immediately. To allow us to open a claim with our couriers, and arrange a replacement or refund, please could you send us the following photos:

• Outer packaging (even if it appears undamaged)

• Inner packaging

• The DPD delivery label

• All damaged items (multiple photos if possible)

These images are essential for us to proceed with an investigation and are a requirement from the couriers.

Once received, we will promptly arrange either a replacement or refund — whichever you prefer.

Please contact us at help@bonsaidirect.co.uk

While our bespoke Bonsai Direct boxes make beautiful gifts, we’re unfortunately unable to replace or refund packaging damage if the contents are unharmed.

If your order arrives with items missing, please also send photos of the packaging and contents so we can investigate and put things right. Missing items will be sent out again, providing they are not found. We wrap everything up together to prevent damages, so please do check the packaging thoroughly.

Please contact us first so we can recommend the safest way to return your order. The details below are a summary and we highly recommend you use our Returns & Refunds page to organise the return of your order – you will find all returns information there.

Returns must be requested within 3 days of delivery and items should be unused, undamaged, and in their original packaging. Any returns must arrive back to us within 7 days of the delivery date.

Please ensure the tree is well watered before shipping.

As living plants, bonsai are exempt from the Consumer Contracts Regulations (13 June 2014).

Return postage is non-refundable and remains the customer’s responsibility until the item is safely received back at our nursery.

Return address:
Bonsai Direct
The Old Quarry
Southdown Hill,
Newbuildings,
Devon
EX17 4PS
United Kingdom

You can use whichever courier service you like but we ask you do not use Evri as we have no end of issues with them in our area. DPD and Royal Mail are preferred.

We’re currently unable to ship outside the UK due to post-Brexit regulations.

We apologise for any inconvenience and appreciate your understanding.

• General enquiries: help@bonsaidirect.co.uk

• Delivery enquiries: delivery@bonsaidirect.co.uk 

• Return enquiries: returns@bonsaidirect.co.uk