Shipping policy

At Gardenou, we specialise in hand-finished bird houses — from woven moss designs to printed wood. Because our products involve natural materials and hand-finishing, we take extra care in our logistics to make sure your order arrives in good condition.

1. Where We Ship

We currently ship to all residential and business addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland.

- International: At this time, we do not ship outside the UK.
- Restricted Addresses: We do not deliver to PO boxes or BFPO addresses.
- Remote Areas: A small number of UK postcodes (Scottish Highlands, Isles, and remote areas) may incur a longer transit time of 1–2 extra working days. This does not affect the shipping cost — all UK orders use the flat rates listed below.

2. Shipping Costs & Methods

- Standard Tracked Shipping: £4.99 (all orders under £50.00)
- Free Tracked Shipping: Automatically applied to all orders over £50.00
- Pricing: All prices listed on gardenou.com are the final prices you pay. There are no hidden handling fees added at checkout.

All orders are dispatched via trusted UK carriers (Royal Mail, DPD, or Evri) and include full door-to-door tracking.

3. Order Processing & Timeline

- Order Cut-off Time: 2:00 PM (GMT), Monday through Friday.
- Weekend Orders: Orders placed after 2:00 PM on Friday, or during the weekend/UK bank holidays, will be processed on the following working day.
- Handling Time: 1–2 working days. This includes selecting your bird house from our Thames-Side Studio, performing a final quality check on the moss or paint, and packing it securely.
- Transit Time: 2–4 working days.
- Total Estimated Delivery: 3–6 working days from the time your order is placed.

Note: During peak periods (e.g. Black Friday or December), handling time may extend by 1–2 extra working days. We will notify you by email if your order is affected.

4. Tracking Your Order

Once dispatched, you will receive a Shipping Confirmation email containing your tracking number and a link to the carrier's portal. Please allow up to 24 hours for the first tracking scan to appear. If your tracking hasn't updated after 48 hours, please contact us at support@gardenou.com.

5. Delivery Address & Failed Deliveries

- Address Accuracy: Please double-check your address at checkout. We cannot redirect a package once it has left our studio.
- 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 due to an incorrect address or a failed collection, a re-delivery fee of £4.99 will apply to ship the item back out to you.

6. 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 original packaging.
- Lost in Transit: If your parcel has not arrived within 10 working days 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.

7. 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, the picking and packing process has begun, and we are unable to stop the shipment.

8. 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).