Fast, tracked delivery.
Packed with care.

DPD deliveries are fully tracked and some require a signature.

We recommend the DPD app for the most up-to-date delivery options, including instructions for finding your property or leaving your parcel in a secure place. We can deliver to an alternative address, such as your workplace, provided the correct address is entered at checkout and someone is available to accept it.

We cannot leave specific Royal Mail instructions ourselves, although Royal Mail may allow you to add options when they contact you by email or text.

Delivery times are estimates provided by Royal Mail and DPD and are not guaranteed unless stated otherwise.

DPD delays

DPD Midday is normally a one-working-day service, while DPD Express typically takes 1–2 working days.

If DPD Midday is delayed, you may claim the difference between the DPD Express and DPD Midday charges. Successful claims are credited to your Aqua Essentials account rather than refunded.

DPD Express is not guaranteed, so delivery-delay claims cannot be made. If live plants perish as a direct result of a DPD delay, affected plants are covered in accordance with our live-arrival policy.

Royal Mail delays

Royal Mail parcels can occasionally take longer than expected. Live plants that deteriorate or perish as a result of a Royal Mail delay are not covered, which is why DPD Express is recommended where available.

Some areas of Scotland, including the Highlands and Islands, are not treated as mainland UK by DPD. They may not qualify for Express or Midday delivery at the standard mainland price.

The services and exact charge available to your address will be shown at checkout.

It is the customer's responsibility to provide a complete and accurate delivery address, including the correct postcode. Please check the address shown in your order confirmation and contact us immediately if anything is wrong, especially when ordering live products.

If a parcel is lost or delayed, or plants deteriorate because the supplied address was incorrect or incomplete, our plant guarantee is void. We cannot refund the products or original delivery charge, provide free replacements, or raise a loss claim using incorrect delivery information.

If a parcel is returned because the supplied address was incorrect or incomplete:

• DPD currently charges us an £8 return fee, deducted from any refund issued.
• Royal Mail currently charges us a £4.99 return fee, deducted from any refund issued.
• If you ask us to resend a Royal Mail parcel, a £6.99 charge applies towards the return surcharge and resending cost.

We do not make a profit from these charges. If a returned order is resent, we resend the same plants that were originally supplied and returned to us, rather than replacing them with fresh stock.

Royal Mail requires us to wait 15 working days before a parcel can be treated as lost. Once that period has passed, we will issue a replacement rather than a refund.

For DPD or any other delivery concern, please contact us with your order details so we can check the tracking and advise.

Any unexpected shortages must be reported to us within 24 hours of receiving your delivery.

Orders containing special-order products are dispatched only once every item in the order is available. Please contact us before ordering if you are unsure whether this applies to an item.