Shipping policy
At Gardenou, every bird house is quality-checked and packed with care before it leaves our fulfilment centre, so it arrives at your door in perfect condition.
1. Where We Ship
We ship to residential and business addresses in:
- United Kingdom (England, Scotland, Wales and Northern Ireland)
- United States
- Canada
- Restricted Addresses: We do not deliver to PO boxes, BFPO or APO/FPO addresses.
- Remote Areas: Some remote postcodes and ZIP codes (for example the Scottish Highlands and Islands, Alaska, Hawaii or remote Canadian territories) may take 1–3 extra working days. This does not change the shipping cost.
2. Shipping Costs
United Kingdom
- Free Tracked Shipping on all orders over £50.00
- Standard Tracked Shipping: £4.99 on orders under £50.00
United States & Canada (Standard Tracked Shipping, based on the total weight of your order)
- Up to 1.4 kg: £5.99
- 1.41 kg – 2.4 kg: £8.99
- Over 2.4 kg: £12.99
Shipping costs are shown in your local currency at checkout.
All orders include full door-to-door tracking.
3. Taxes, Duties & Customs
- United Kingdom: All prices include VAT. There are no extra customs or VAT charges on delivery.
- United States: Import duties are included in our shipping. You will not be asked to pay anything extra on delivery.
- Canada: Depending on the order value, Canadian import taxes (GST/HST) may be collected by the carrier on delivery.
4. Order Processing & Delivery Times
- Handling Time: Orders are quality-checked, packed and dispatched within 1 working day.
- Order Cut-off Time: 2:00 PM (GMT), Monday to Friday. Orders placed after the cut-off, at weekends or on UK bank holidays are dispatched on the next working day.
Estimated delivery times (from the moment your order is placed):
- United Kingdom: 4–6 working days (1 working day handling + 3–5 working days in transit)
- United States & Canada: 6–8 working days (1 working day handling + 5–7 working days in transit)
Note: During peak periods (e.g. Black Friday or December), handling may take 1–2 extra working days. We will email you if your order is affected.
5. Carriers & Tracking
Your order travels with our tracked express courier partner and is delivered by a trusted local carrier in your country (such as Royal Mail in the UK, USPS in the United States or Canada Post in Canada).
Once dispatched, you will receive a Shipping Confirmation email with your tracking number and a link to follow your parcel. Please allow up to 48 hours for the first tracking scan to appear. If your tracking hasn't updated after 72 hours, please contact us at support@gardenou.com.
6. Delivery Address & Failed Deliveries
- Address Accuracy: Please double-check your address at checkout. We cannot redirect a parcel once it has been dispatched.
- Failed Delivery: If you are unavailable, the carrier may leave the parcel with a neighbour, in a safe place, or at a local collection point. You will receive a notification with instructions.
- Returned to Sender: If a parcel is returned to us because of an incorrect address or a missed collection, a re-delivery fee equal to the original shipping rate for your country will apply.
7. Lost or Damaged Parcels
- Damaged on Arrival: If your bird house arrives damaged, please contact us within 48 hours of delivery with photos of the damaged item and the packaging. We will send a replacement or a full refund.
- Lost in Transit: If your parcel has not arrived within 10 working days (UK) or 15 working days (US & Canada) of dispatch, please contact us and we will open a claim with the carrier. Once the claim is resolved, we will arrange a replacement or full refund.
8. Order Changes & Cancellations
Because we aim to ship quickly, orders can only be amended or cancelled within 2 hours of being placed. After this window, packing has begun and we are unable to stop the shipment.
9. Contact Us
If you have any questions regarding your delivery, please reach out:
- Email: support@gardenou.com
- Phone: +44 7537 186631
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
- Business Address: Unit 7, Thames-Side Studios, London SE18 5AU, UK
- Operator: Gardenou is operated by Vumra Commerce Ltd (Company No. 16707665).