Where do you deliver?
We deliver to addresses in the United Kingdom only.
How much is delivery?
Delivery is free on all orders to UK addresses.
How long will my order take?
We dispatch within 1–2 business days, and delivery normally takes 2–4 business days after dispatch — so most orders arrive within 3–6 business days of being placed. Orders placed before 2pm (UK time) on a business day start processing the same day. These times are estimates and are not guaranteed.
Will I get tracking?
Yes — we email you when your order is dispatched, with tracking details where the courier provides them.
My order hasn't arrived — what should I do?
If it has been more than 6 business days since you ordered, email us your order number at sales@pondprovisionsco.co.uk and we will chase it with the courier.
Can I return something if I change my mind?
Yes. Tell us within 14 days of receiving your order, then send the item back within 14 days of telling us. It needs to be unused and, where possible, in its original packaging. There is no restocking fee. You pay the return postage on change-of-mind returns. See our Return & Refund Policy.
What if my item arrives damaged, faulty or wrong?
Email us photos of the item and its packaging with your order number, ideally within 48 hours of delivery, and we will arrange a replacement or refund and cover the return postage. Your legal rights still apply if a fault appears later.
Are there things I can't return?
For change-of-mind returns, we can't take back live pond plants (they're perishable) or hose, cable and air line cut to length (they're made to your order). These are still covered if they arrive damaged, faulty or not as described.
Can I cancel my order?
Yes. If it hasn't been dispatched, contact us and we'll cancel and refund in full. You also have a 14-day right to cancel most orders after delivery under the Consumer Contracts Regulations 2013. See our Order Cancellation Policy.
How do I get a refund and how long does it take?
Approved refunds go back to your original payment method within 5 business days of us receiving and accepting your return. Your bank may need a little longer to show it.
How can I pay?
We accept Visa, Mastercard, Maestro, American Express, Discover, Diners Club and UnionPay cards, plus Apple Pay, Google Pay, Shop Pay and Klarna. All prices are in GBP and include VAT at 20%. See our Payment Policy.
How do I work out what size liner, pump or filter I need?
Use the Pond Planner on our homepage — enter your pond's length, width and deepest point and what lives in it, and it works out the litres, the liner size and a pump and filter rated for your pond from what we stock. There's also a UV bulb finder for replacement lamps.
Do you sell spare parts?
Yes — we stock hundreds of spares for pumps, filters, UV units, lights and vacuums. Search the model printed on your old part, or send us a photo and we'll help you find the right one.
Do you handle large ponds, lakes or trade orders?
Yes. We stock liners up to 50 m × 40 m and can specify pumps and filters for large ponds. Send us your pond size and what it's for and we'll reply with a written quote.
How do I contact you?
Email sales@pondprovisionsco.co.uk, call +44 1282 270214, or message us on WhatsApp. Phone lines are open Monday to Friday, 08:30 to 17:00 (UK time), and messages are welcome any time.