Customer Help
Our customer service team is always here to assist.
Common postage queries answered
Shipping Your Order
We use Royal Mail 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 processing (apart from seeds to international customers) can take up to 2 working days, not including the weekend. Then:
– Standard delivery for GB Mainland is approximately 3-5 working days
– Express delivery takes approximately 2 working days.
International delivery takes between 1-4 weeks depending on your location. Please contact us for an estimate for your country.
Delivery fees can vary depending on the size and weight of the products ordered. The delivery cost is automatically calculated at checkout once you have entered your location.
Free delivery is available on all UK orders above £30, or with any 3+ seed packets without anything else.
Unfortunately, your cart contains an item that is not available for delivery. This includes all mature bonsai trees which are only available for collection from our shop.
Please double-check each product description which will explain if an item is only available for Click & Collect.
For any changes to your order, please email customerservice@yugenbonsai.com 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 customerservice@yugenbonsai.com. 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 seed packets comes with a free electronic Growing Guide. These can be accessed by either scanning the QR code or entering the URL into any internet browser that is displayed on the seed’s packet.
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 customerservice@yugenbonsai.com 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 do ship internationally apart from any living plant products (including seeds). This is following new restrictions put in place since Brexit for exporting planting products from the UK. We still export all accessories including pots, tools and books.
There are considerable additional costs to exporting plant products which would be acceptable for larger orders. Please contact us for more information.
VAT, 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.
Our gift wrap service is currently only available for starter kits, and any other items in the order will be packed separately. If you would like everything individually wrapped, please contact our customer support after you have received order confirmation.
Click & Collect
Collect your order from our physical shop location. Our address is:
Unit 11, Arden Craft Centre
Henley-in-Arden
Warwickshire
B95 6HW
You can find our opening times here – Opening Times. Make sure to double-check our temporary closures dates too.
You can collect your order during our store’s regular opening hours, which can be found here. Your order will be ready 2 hours after you receive confirmation, or when the shop is next open if you have ordered outside of opening hours.
Please bring a copy of your order confirmation email (printed or on your mobile device). Someone else can collect your order, but they must bring the order confirmation email.
We shall hold onto your order for 7 days. If you cannot collect your order within these 7 days, please contact us as soon as possible to arrange an alternative collection time.
You can choose from the available stock of the same species, style, and size when you collect your order. Please note that there might only be one left. For one-of-a-kind trees, the tree pictured in the listing is the one you will receive. The product description on each listing will inform you as to whether there are multiple trees available or if they are a one-of-a-kind.
We strive to ensure our customers are satisfied with their purchase. If you have any concerns after collecting your bonsai tree, please contact us within 7 days to discuss returns or exchanges.
Yes, as long as your order does not contain a tree. All other items are available for delivery, and we can advise you of any delivery fees that may apply. Please contact us via email for assistance.
All trees must be collected in-store.
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 customerservice@yugenbonsai.com.
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 customerservice@yugenbonsai.com. 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 customerservice@yugenbonsai.com.
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 customerservice@yugenbonsai.com with subject line: ‘COMPLAINT’.
Miscellaneous
All individual seed packets comes with a free electronic Growing Guide. These can be accessed by either scanning the QR code with a mobile device or entering the URL into any internet browser that is displayed on the seed’s packet.
Our gift wrap service is currently only available for starter kits, and any other items in the order will be packed separately. If you would like everything individually wrapped, please contact our customer support after you have received order confirmation.