Below are out most frequent asked questions. Anything not covered, just give us call on 020 8686 9643, or email us

UK Shipping

Delivery charges to the UK mainland are:
- Free on orders £75 and over!
- £8.99 on orders under £75

Heavy item surcharge (typically 50-litre bags of soil) of £5 will apply per item at checkout regardless of your basket value.

If the size and/or weight exceeds what our courier allows, they will be shipped on a pallet.

Unfortunately, this means an additional charge will be incurred. These carry a charge of £30 to your basket for the first item in your basket and £20 for subsequent ones.

For the Scottish Highlands and Islands, Northern Ireland, Isle of Wight, Channel Islands, Scilly Isles and Isle of Man, there is a standing charge of £25 (plus any additional heavy item surchages calculated at checkout)

More often than not, we get orders out the same day that you order. We send eveyrthing out as a next working day DPD delivery as standard subject to stock availability.

As a guide though, you can expect delivery no longer than 5 working days from the date you placed your order.

If you haven’t received your parcel after this time, please contact the store on 020 8686 9643.

Any parcels dispatched on Friday by DPD will get to you Monday...but for wahtever reason, we are seeing them deliver these on a Saturday! If you specficially need a Saturday delivey guarenteed, call us in the shop and we'll sort something out with you.

If your order is urgent, please contact us first to check stock availability 020 8686 9643.

We use plain packaging or security wrap everything to ensure light fingered couriers don't get any ideas.

We use all major carriers and local courier partners, but DPD are our work horse and combination of Parcel Force and DX are sometimes used for long / larger items.

We will NEVER EVER use Hermes / Evri!

In the highly unlikely event of this, contact us, and we'll get it sorted asap.

However, should this unlikely event occur, believe that we will and be assured, we will conduct suitable... "retraining" for the picker/packer!

Yep of course you can! Just make sure you let us know before we ship out the order, and we can do all the changes you want!

Yep. Anywhere. Scroll down for our international section.

International Shipping

Yes! We ship anywhere and just got to pay the delivery.

Our UK taxes will be removed. Expect to pay local import duty and taxes before receipt.

When we ship anything abroad, we can not be held responsible if it does get returned at the border - it is impossible for us, to track and know which of our (7000+) products are / are not allowed in any of the 193 countries. Its your responsibility. I repeat - y.o.u.r. r.e.s.p.o.n.s.i.b.i.l.i.t.y

Our shipping algorithm isn't quite yet there yet, but for most European countries, the starting cost will be 35EUR

If the shipping cost is wildly more, we will contact you with a final total which you can either pay, or request a refund.

No stress if you want to refund; we totally get it. We are actively trying to sort out our shipping algorithm so it's way more accurate. 

If you prefer, just ping us a mail at with your order and we'll give you a quote with the final shipping cost. 

Or put through the order and select to pay by bank deposit, that way we will get the order come through and we'll review and contact you with a final quote.

Usually 2 to 4 days within Europe. USA weirdly can be fast AF , maybe 2 days sometimes. Rest of the world, it gets there within maybe 7 days, but can sit in a queue in customs waiting to be processed for a good few days.

Just understand we send things off in good faith, so if shit gets delayed, we will of course always, always support and chase up the courier...however don't give us shit and hit us with that 1 star review like it's our fault that they are taking forever and a day!

In summary, we'll always do our very best to get your goods to you as soon as we can, but please bear this in mind before purchasing as these issues are completely and utterly out of our hands.

Once your order is dispatched, you will get a tracking number.

Most international deliveries are received within 5-10 working days from dispatch. It's just the customs clearance which might take longest.

If you have not received your delivery after 3 weeks, contact us on or call us on 0208 686 9643.

Yes you will!

When you visit our website from outside UK, you will see all prices in your local currency but excluding the 20% UK tax .

Your imported shipments will be subject to the local country taxes AND be prepared to show any required documentation they may ask for. 

Contact your local customs office directly. However as a very broad figure,
just assume 20%..but that's just our complete and utter guess.

Countries use import taxes and laws to prohibit, limit, manage, encourage or
penalise certain goods coming into their country in order to protect the
country's economy. Eg. increase the tax for imports from certain countries due
to political/economic reasons, or indeed some products may be completely

Note: you
only pay tax on what we declare on the paperwork to customs.

Quite simply; no money, no honey. 🍯 If you don't pay the VAT/Duties , or present them with any required documentation they request, your parcel may be returned or destroyed.

When we ship anything abroad, we can not be held responsible if it does get returned at the border - it is impossible for us, to track and know which of our (7000+) products are / are not allowed in any of the 193 countries. Its your responsibility. I repeat - y.o.u.r. r.e.s.p.o.n.s.i.b.i.l.i.t.y

Please be aware: it is your responsibility to ensure that the product you are ordering will be accepted through customs.

We send all orders with the commercial invoice required for shipping. So by the time it reaches your country, you need to be ready for any other paperwork customs may ask you for.

Obviously we will endeavour to help you where we can, but we can’t magic up paperwork that we don’t have.

We are under no obligation to issue you with a refund if you are unable to complete the clearance.

Only IF we receive the items back, we will refund you the cost of the goods, minus the original shipping fee, minus the return shipping fee incurred (as they will charge us!!) minus a 15% admin/restocking fee.

If it gets lost or destroyed, you don't get anything back.

To be absolutely clear, it's a major, major admin headache / cluster fuck when this happens. So please do your research and don’t get caught out.


Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA.

Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only.

Subject to status. T&Cs apply.


We offer a 14 day return policy if you have bought the wrong thing / no longer need it.

Call us first to discuss, and then start the process in our Returns Portal

However, and this may be obvious - the item needs to be as you received it! Box fresh. Eg. if you've ripped the box to shit to open it, had a look, realised you've bought the wrong item... we obvisouly can't accept it back.

Upon recovering the return of an unwanted item, we will refund your order minus the original delivery fee and a 15% restocking fee.  if you reject the delivery before it arrives, you will be refunded a £20 return delivery fee (or £60 if by pallet), minus the original delivery fee and a 15% restock fee.

For faulty items, scroll down to that section for more details.

- You have had the items for 14 working days or less

- The items are in their original condition and unopened ready for resale by The Hydro Bros.

In short, if the product is as immaculate as you received it, we can accept a return. If you've ripped the box/used it, we can't.

We are unable to accept sale items. Second hand items are pick up only (sold as seen) or online at your own risk.

Faulty Items

Let us know asap! We can't do anything if you've not opened it until weeks later (!!) to then say its faulty.

Call us first to discuss, and then start the process in our Returns Portal

Yep! We work closely with our suppliers and direct with manufacturers to give the best prices. However, if you do find a better price, we will match it and beat it!

Price Matching

Pretty much common sense but we got to call it out.

1. The product has to be the exact same e.g. the same model / version

2. The product must be in stock at the competitors store (and we do check!)

3. We must be able to verify the quote via the website or a call

4. The product can not be part of a clearance / discontinued sale. Normal sales are fine.

5. We are not matching obvious typos competitors’ websites, or if the price is being flogged for peanuts as we need to respect relations with our suppliers.

6. Finally, all price matching is done under our own discretion, but if we can beat it, we will!

Just contact us ! Email or call us in the store on 020 8686 9643 . We don't bite :)

Hydro Bros Loyalty Scheme

To sign up to the Hydro Bros Club House Loyalty Scheme you'll need to create an account through our website by clicking on the widget at the bottom right-hand side of our homepage.

By signing up to our loyalty scheme you'll receive Bros Credis (points) on each purchase you make! These Bros Credits can be redeemed in the form of a discount code that can be used on a future purchase.

You'll also be able to take part in member only exclusive competitions and reward events. For example, exchange your points for exclusive merch!

We will also be running regular chances for you to earn double ..or even triple Bros Credits!!

To redeem your Bros Credits , just click on the widget on the bottom right-hand side of the page.

Head over to the section titled ‘Claim your Bros Credits’ and from there you choose how many Bros Credits you would like to redeem and a single use discount code will be generated for you to apply at the checkout.


For every £1 spent, you will receive 1 Bros Credit.


We give good customer service as standard and it's what we would expect - this is the foundation of what we do.

If you got a few mins and want to do us an absolute bump up our google ranking! Link Below.😃

Seriously though, reviews are a massive massive help. We value any feedback and we're relentless in looking for ways to improve what we do, and how we can better help the green fingered community.

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