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 estimates start from dispatch, not from the time you place your order. Working days are Monday to Friday, excluding bank holidays. Royal Mail Tracked 24 and DPD Express are estimated services; their names do not guarantee next-day arrival.

DPD delays

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

If DPD Midday misses its delivery target, contact us with your order number. We will check the tracking and assess a refund of the difference between the Midday and Express charges. Account credit is available if you prefer.

If your parcel has not arrived within the estimated timescale, contact us so we can check its progress with DPD and explain the next steps.

Royal Mail delays

If your Royal Mail parcel has not arrived within the estimated timescale, contact us with your order number so we can investigate.

Plants arriving damaged or in poor condition

For either carrier, inspect your plants on the day they arrive. Email info@aquaessentials.co.uk that day with your order number and clear photographs, before planting, trimming or removing damaged leaves. See what to photograph and what happens next.

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.

Contact us if your parcel has not arrived within the estimated delivery time. We will investigate with the carrier and explain the available solution, including a replacement or refund where applicable. You do not need to wait for a carrier compensation claim to be completed before we assess your order.

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.