Welcome to Bonsai Direct! Please use the tabs below to find loads of info and answers to any questions or concerns you may have.
If you can’t find the answer to your question, please use the form on the relevant tab to contact us.
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: This money 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.
If the tabs above don’t answer your question, we are here to help.
We regret that we are unable to refund or exchange any bonsai after 7 days of delivery. This is because they are live plants and we find that after this time they have been out of our care for too long.
However, we are always here to help; if you have any questions about your bonsai, please send us some photos. Thank you for your understanding.
| Sales | Aftercare | Address (Office Only) | DPD |
|---|---|---|---|
| Office Hours: 9:00 – 16:00, Monday – Friday Phone: 07860 165086 (Sales Only) Please Note: We do not work weekends or bank holidays | If you have questions about your bonsai, please send us some photos. Email: help@bonsaidirect.co.uk Whatsapp: 07860 165086 Instagram Facebook | Bonsai Direct (Office Only) Upcott Barns, Morchard Bishop Devon EX17 6NG | 99% of orders arrive on the selected date. If you need help with a delivery, please call DPD: 01212 754815 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. |
