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.
Why has my order failed?
Firstly, we have very high security on our website. This is to ensure that all of our customers’ data is kept safe. This means that the details that you enter at the checkout need to be absolutely correct. In order for your payment to go through, the billing address that you enter needs to be the same address that your card is registered to, otherwise the order will fail. Once you have inputted the correct billing address, you may add another address if you are delivering elsewhere.
My order says it has failed but the money has been taken from my account.
It may look like we have taken payment for a failed transaction if it says that the order has failed. 99% of the time, this payment hasn’t actually been taken, especially if you haven’t received an order confirmation. The money from this failed transaction will bounce straight back into your bank account, usually within 7 working days. However, the time this takes depends on your banks refund policy.
Please keep in touch!
An eco-friendly bonsai tree from a small, independent UK business. We are conscious about their sustainability and are helping to fight the fight for clean air.
If you are unsure about which bonsai tree is best for you, for your gift, or you have any other queries, please contact us and one of our friendly team will get back to you.
Make sure you sign up for our newsletter (at the bottom of the page). You will gain priority access to new products and exclusive offers. You can also find us on Facebook, Instagram, Twitter, TikTok and Pinterest for behind the scenes, tutorials and lots of other care advice!
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. |
