We know that once you have placed your order, the next question is usually simple: when will it arrive?
Because Edenmere sells live aquatic plants as well as pond supplies, tracking and delivery can work a little differently from standard retail. Some products are ready for immediate dispatch, while others are sold for a later delivery period so that they reach you in good condition and at the right point in the growing season.
This page explains what normally happens after you order, how tracking works, and what to do if you need help.
A quick overview
After placing your order, you should normally receive:
- an order confirmation by email
- a dispatch confirmation when your order leaves for delivery
- tracking details, where they are available
If your order contains products with different delivery timings, it may be sent in more than one shipment.
1. After you place your order
When you place an order, we will normally send an order confirmation email.
This confirms that we have received your order. It does not always mean that every item is ready to leave immediately.
Some products are ready for immediate dispatch. Others are sold with a later delivery period, which will be shown on the product page.
2. Immediate-dispatch and later-delivery products
If all the plants or products in your order are ready for immediate dispatch:
- standard parcel orders are usually delivered within 2–5 working days
- pallet orders are usually delivered within 4-15 working days
These timings include both handling and transit time.
Some plants are sold for a later delivery period. Where that applies, the expected delivery timing will be shown on the product page, for example delivery by the end of April, May, June or July.
We will only dispatch live plants when they are in suitable condition to travel well.
3. Orders with more than one delivery
If your order contains products with different delivery timings, it may be split into more than one shipment. Plants or products that are ready for immediate dispatch will normally be sent first, while later-season plants will be sent when they are ready. This helps us send live plants at the appropriate point in the season and in suitable condition to travel.
4. When you will receive tracking
Where tracking is available, we will send it to you after your order has been dispatched.
Tracking depends on the delivery service used. Some parcel and pallet services provide more detailed updates than others.
If you have received a dispatch confirmation but cannot yet see live tracking activity, please allow a little time for the courier system to update.
5. Parcel deliveries
Most standard orders are sent by parcel courier.
If your order is ready for immediate dispatch, parcel delivery is usually completed within 2–5 working days, including handling and transit time.
For some Highlands and Islands postcodes, delivery may cost more and may take longer.
6. Pallet deliveries
Some larger items, including certain larger plants, need to travel by pallet.
If your pallet order is ready for immediate dispatch, delivery is usually completed within 4-15 working days, including handling and transit time.
For pallet deliveries:
- the carrier may contact you to arrange a suitable delivery date
- some remote areas may take longer
- someone may need to be available to receive the pallet if required by the carrier
7. Highlands and Islands deliveries
Some Highlands and Islands addresses have different delivery charges and, in some cases, longer delivery times.
The correct charge for your postcode is shown at checkout.
8. Safe place deliveries
If you would like a parcel left in a safe place, please make sure your delivery instructions are clear when placing the order.
Where the courier service allows this, leaving clear instructions can help avoid delays.
Please bear in mind that once goods have been left in the place you nominated, delivery may be treated as complete.
9. If tracking says delivered but you cannot find your parcel
Please first:
- check any safe place you nominated
- check with neighbours or anyone else at the delivery address
- check the tracking notes carefully
If you still cannot locate the parcel, please contact us using the form on our [LINK]Contact page and include your order number.
If the matter is urgent, you may also call us on 01865 537277.
10. When your plants arrive
Please unpack live plants as soon as reasonably possible after arrival.
A little soil movement, temporary flattening in transit, or minor leaf damage can be normal, and many plants recover quickly once placed in water.
If you believe there is a genuine problem on arrival, please contact us within 24 hours of delivery using the form on our Contact page and include:
- your order number
- clear photographs of the plants and packaging
- a short description of the issue
If the matter is urgent, you may also call us on 01865 537277.
11. Need help?
If you have a question about your order, delivery timing, or tracking, please use the form on our [LINK] Contact page.
If the matter is urgent, you may also call us on 01865 537277.
We aim to respond as quickly as possible, usually within 1 working day.
Business details
Edenmere
A trading name of Solilium Ltd
Registered in England and Wales
Company No. 16810551
Registered office: 128 City Road, London EC1V 2NX, United Kingdom
Customer enquiries: please use the form on our Contact page
Phone: 01865 537277