We want every customer to be delighted with both the plants they receive and the service we provide.
1. Plants arriving damaged
We pack carefully so your order reaches you in top condition. If your plants are damaged on arrival, please email photos to [email protected] so we can review the issue. Depending on the circumstances and stock availability, we’ll either replace the plants or issue a refund.
Note: Sometimes packaging can look damaged while the plants inside are unaffected.
2. Plant substitutions
We never replace items in your order without your permission.
If an item is unavailable, we’ll do our best to contact you before dispatch to suggest an alternative. If you’re not happy with the substitute, we’ll refund that part of the order.
Should we be unable to reach you, we’ll send the rest of your order and refund you for the missing item(s).
3. Missing items
If something seems missing, please carefully unpack everything and check against your order slip—plants are often tucked inside one another for protection.
If items are definitely missing, contact us by email or phone and we’ll arrange a replacement or refund.
Note: Large orders may arrive in more than one delivery, deoending on availability. Check the shipping label for the number of dispatches in your order.
4. Returns for Change of Mind
If you change your mind, you may return plants within 7 days of receiving them. Items must be in good condition, ideally in the original packaging. Return shipping costs are your responsibility, and original delivery charges are non-refundable. Refunds will be issued once we receive and inspect the return. Please contact us and we will arrange your return.
Note: Refunds can take a few days to appear in your account. We’ll notify you when your return has been received and processed.
5. When plants don’t thrive
We take great care to send out healthy plants, but we cannot guarantee success if problems arise from poor planting, unsuitable site conditions, lack of watering, frost, pests, or physical damage.
If you notice your plants struggling, please contact us promptly—we’ll be happy to advise on care steps that may help.