Customer Help

Our customer service team is always here to assist.

Common postage queries answered

Shipping Your Order

We use Royal Mail and Hermes to send most of our UK orders.
We reserve the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

Order handling can take up to 2 days.

– Standard delivery for GB Mainland is approximately 3-5 working days

– 1st Class delivery is approximately 2 working days.

 

International delivery takes between 1-2 weeks depending on your location.

For any changes to your order, please email [email protected] immediately after placing the order. We can attempt to stop or amend your order, if it is not possible, we will advise you on the next steps.

You can get an update on your order status by checking your order in your My Account section or by emailing [email protected]. You will need to sign in to access this area.

Tracked shipping is an optional upgrade that needs to be selected at checkout. You will only be able to check if your order has been shipped for standard shipping.

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain yugenbonsai.com to your safe senders list.

All individual packets of seeds comes with a free electronic Growing Guide. This is sent to the email address which placed the order, the day after shipping.

If you do not receive this email, we recommend that you check your junk folder before emailing us at [email protected] 

We’re sorry to hear that your order hasn’t arrived within your expected delivery time. There may be some delays within the postal network, but please do contact us at [email protected] so we can check your shipment.

Please note that if you haven’t selected the tracked shipping option, we may be limited on the information we can provide. Check our Returns & Refund Policy for more information on missing orders.

We ship all products internationally apart from Bonsai trees. We are still tweaking our shipping packages to make sure we can deliver healthy Bonsai trees internationally in great condition, soon to be launched.

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

 

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Your Yugen Bonsai account

Account and Payments

You can create an account by entering your details via the My Account hub. Any questions can be sent to our customer service team at [email protected].

At Yugen Bonsai, we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need a replacement or refund.

 

Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to [email protected]. Make sure you include your reference number, a copy of your receipt and an image of the parcel you received it in.

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

We currently accept the following credit cards – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron. You can also pay with your PayPal account.

You can add a valid promotion code in the Basket. If you are having trouble, please contact us at [email protected].

You can redeem your Yugen Bonsai Gift Card on our online store. At checkout, enter your 9-digit code in the “Apply Gift Card” section under the delivery options.

Check our Returns & Refund Policy to see if you are eligible for a refund. Our process is super easy to follow.

We’d love to hear about what you think about our products and the service we provide. We want to ensure that you only see verified and unbiased reviews, and therefore only customers may leave one.

 

You will have received an email from our independent reviews provider. Simply click on the link and you can leave your review.

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact us at [email protected] with subject line: ‘COMPLAINT’.

Free UK Delivery

On all orders above £30

Free Lifetime Support

Contact us anytime with questions

High Quality Products

We hand check all orders

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