Shipping policy
Overview
At The Fernery, we carefully prepare and dispatch every order with the same attention to detail that goes into selecting our collection.
This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.
Delivery timeframes provided throughout our website are estimates only and should not be considered guaranteed delivery dates.
1. Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully received and authorised.
Business days are Monday to Friday and exclude weekends and public holidays.
During busy periods, seasonal promotions, holidays, product launches, or exceptional demand, processing times may be extended.
Once your order has been dispatched, you will receive a shipping confirmation email containing any available tracking information.
2. Shipping Destinations
We currently only ship to the United Kingdom and the United states.
Shipping availability may vary depending on product size, supplier restrictions, courier limitations, or local import regulations.
If we are unable to fulfil an order to your location, we will contact you and provide a refund where appropriate.
3. Delivery Timeframes
Estimated delivery times begin once an order has been dispatched.
Typical delivery estimates are:
United Kingdom
- Standard Delivery: 7-10 business days
United States:
- Standard Delivery: 10-15 business days
Delivery times are estimates only and may vary depending on customs processing, local courier services, weather conditions, and other circumstances outside our control.
4. Shipping Costs
Shipping charges are calculated at checkout based on factors including:
- Delivery destination
- Product dimensions
- Product weight
- Number of items ordered
- Courier service selected
Any applicable shipping costs will be clearly displayed before you complete your purchase.
From time to time, The Fernery may offer free shipping promotions subject to separate promotional terms and conditions.
5. Split Shipments
To provide the best possible service, products within a single order may occasionally be shipped separately.
This may occur when:
- Items are stored in different locations
- Products are supplied by different fulfilment partners
- Certain items become available sooner than others
You will not be charged additional shipping fees for split shipments unless clearly stated during checkout.
6. Supplier and Fulfilment Partner Deliveries
Bloom & Barn works with carefully selected suppliers, manufacturers, and fulfilment partners to provide our collection.
Some products may be shipped directly from specialist suppliers or warehouses.
As a result:
- Delivery times may vary between products.
- Orders containing multiple items may arrive separately.
- Tracking information may be issued in stages.
While we make every effort to maintain accurate delivery estimates, occasional supplier delays may occur beyond our control.
7. Delivery Delays
Although we strive to ensure timely delivery, The Fernery is not responsible for delays resulting from:
- Courier disruptions
- Customs inspections
- Import processing
- Severe weather conditions
- Industrial action or strikes
- Transport interruptions
- Supply chain disruptions
- Incorrect delivery information supplied by the customer
- Events outside our reasonable control
Delivery estimates are provided in good faith and should not be treated as guarantees.
8. Tracking Your Order
Where tracking is available, tracking details will be provided via email once your order has been dispatched.
Please note that some delivery services may provide limited tracking updates depending on destination and courier.
Customers are responsible for monitoring tracking information and contacting the courier where appropriate.
9. Customs, Duties and Import Taxes
International orders may be subject to:
- Customs duties
- Import taxes
- VAT
- Administrative handling fees
- Other government-imposed charges
These charges are determined by the destination country and are the sole responsibility of the customer.
The Fernery has no control over customs charges and cannot predict the amount that may be charged.
We recommend contacting your local customs authority before placing an international order if you require further information.
10. Incorrect Shipping Information
Customers are responsible for ensuring all delivery information is accurate and complete before submitting an order.
If an incorrect address is supplied, please contact us as soon as possible.
While we will make reasonable efforts to assist, we cannot guarantee that shipping details can be amended once order processing has begun.
The Fernery is not responsible for deliveries made to incorrectly provided addresses.
Additional shipping fees incurred as a result of incorrect information may be charged to the customer.
11. Failed Delivery Attempts
If delivery cannot be completed due to:
- Customer unavailability
- Refusal of delivery
- Failure to collect from a designated collection point
- Incorrect address information
the order may be returned to us by the courier.
Where this occurs, any return shipping fees, storage fees, redelivery fees, or administrative costs may be deducted from any applicable refund.
12. Lost Parcels
If you believe your parcel has been lost during transit, please contact us as soon as possible.
We may initiate an investigation with the courier before issuing a replacement or refund.
A parcel will not normally be considered lost until the courier’s investigation process has been completed.
Resolution times vary depending on the courier and destination.
13. Damaged Deliveries
If your order arrives damaged, please notify us within 48 hours of delivery.
To help us assess the issue, please provide:
- Your order number
- Photographs of the product
- Photographs of the packaging
- A brief description of the damage
Failure to report transit damage promptly may affect our ability to pursue a claim with the courier.
14. Delivery of Large or Fragile Items
Certain products, including large planters, garden accessories, furniture, decorative pieces, or fragile items, may require specialised delivery services.
These products may:
- Require additional delivery time
- Require a signature upon delivery
- Be delivered separately from other items
- Be subject to location restrictions
Specific delivery information will be provided where applicable.
15. Risk and Ownership
Ownership of products passes to you once payment has been received in full and the goods have been delivered to the delivery address provided.
Risk of loss or damage transfers to you upon successful delivery.
16. Contact Us
If you have any questions regarding shipping, delivery, or tracking information, please contact:
help@thefernery.store