Returning perishable items such as plants
Rarely, despite careful packaging, plants can get damaged in transit. If your plant(s) are damaged when you receive them, please take some photos of the condition that the plant(s) arrived in and contact us as soon as possible. We'll need photos sending to firstname.lastname@example.org as it helps us understand the problem at the time the plant(s) were delivered.
Please note that whilst we take every care to describe the plants as accurately as possible, they are approximate. Every plant is a unique specimen so there are slight variations in colour, height, shape etc. We carefully hand pick and pack each plant but despite this, the loss of the odd leaf in transit is to be expected and will not damage a healthy plant.
Please make sure you contact us before returning a perishable item. Contact us within 14 days and we can arrange a replacement or refund.
If you have changed your mind after receiving your plant, you can return it within 14 days at your cost for a refund. Please use the original packaging and ensure the plant(s) are well protected for transit. We will provide a full refund for the cost of the plants provided they are in no worse condition on their return as when we dispatched them to you. Unfortunately, we are not able to refund the cost of delivery where you have changed your mind.
Returning non-perishable items such as accessories, books, pots etc
Faulty, damaged or incorrect items
Where we have sent a faulty, damaged or incorrect item please contact us within 14 days informing us of the issue, if there is damage please provide photos to help us better understand the problem. Photos can be sent to email@example.com. Please ensure that fragile or breakable items are carefully packaged in their original packaging to prevent any damage on their return journey.
We will provide you with a pre-paid returns label or arrange for a courier collection dependent on the size and weight of the products being returned. Once we have received your return, we will process a refund within 5 working days.
Change of mind
If you wish to return an item because you have changed your mind, please contact us within 14 days of receiving your items. Items must be unused, in their original packaging with all labels and in a resalable condition. Please ensure that fragile or breakable items are carefully packaged in their original packaging to prevent any damage on their return journey. We are unable to refund items that return to us damaged.
Return costs are your responsibility, we advise that you use a tracked postal or courier service, so you have proof of posting. Once your return has been received and checked we will process your refund within 5 working days.
Cancelling an order
If you need to cancel an order please contact us ASAP via email firstname.lastname@example.org. We will be unable to cancel an order that has been dispatched or part dispatched.
If you need to exchange an item, please return the item for a refund and place a new order for the correct item.