Returns and Cancellations

Please report any problems on arrival or within 14 days

We take great care prepping and checking your plants before despatch but if we've missed something we really need to know. If you are unhappy with a plant on arrival or you think it varies from the description on our website please do let us know straight away. We pride ourselves on exceptional customer service and we'll always try our best to set things right for you, one way or another.

You can reach us by phone in office hours on 01825 721162 or email or by Whatsapp with photos on 07958 200112.

Damage in transit

We send your plants in customised plant boxes with lots of keep upright warnings, recyclable padding and side opening doors but very occasionally plants can be damaged in transit (<0.5% of deliveries). If it's just one or two leaves or fruits unfortunately we have to accept that is one of the hazards of sending plants through the post. However if your plant or planter has arrived more severely damaged, then we do need to know. Our customer service team will usually ask for pictures to assess how bad the damage is and either offer you a choice of either a good will gift voucher or a replacement. Please do report any damage or problems with delivery within 14 days by phone email or Whatsapp.

Cancellation

If you change your mind after placing your order then please phone us on 01825 721162 and we will cancel your order and refund your payment in full provided your present has not yet been despatched. If the plants have already left us we can sometimes recall the gift but we will need to take the cost of the delivery off any refund due.

Exchange

Because plants are perishable returns are a little tricky. We are not normally able to offer exchanges or refunds if you just change your mind. If the plant you've been sent as a gift, is really not suitable then we'd need you to send the plant back to us. Once it's arrived back with us then we can arrange a gift voucher or alternative replacement plant minus the cost of the return post. For smaller plants we can email you a Royal Mail label for you to return items to us, for our larger plants this would involve booking a DPD collection to your home or office address.

Our plant health guarantee

We pride ourselves on the quality of our plants but if you do ever have any problems with the health of your plants we'd like to help. In the unlikely event that your plant appears to be suffering within 3 months of arrival please do let us know.

In the majority of cases a change of situation or watering regime will save an ailing plant. Unfortunately, as plants are living things they can arrive healthy but fail because of some factor in their new environment or care regime. Some plants including bulbs will have a limited flowering time and lifespan. If in doubt please contact our customer care team for advice before placing your order. If you report the problem within 3 months and our customer care team are unable to assist you in getting your plant back on track within a month, we will offer a replacement free of charge. If you fail to inform us of a problem within 3 months of receipt then we have to assume that the plant must have arrived in good health. In such cases you will not normally be eligible for a free replacement, however, our customer service team are always on hand to offer advice and to answers questions on the ongoing care of any of our plants however long you've had your plant for.

Fair use policy

Whilst we ask that all problems with a plant are reported within at least 3 months of arrival we do understand sometimes this isn't practical. Our customer service team are plant lovers and we will always do our best to help you with your plant care and routine. If despite your best care, a plant has failed in an unexpected way after the 3 month window then, we'd always listen to your problems and look for a solution with you, including a replacement when needed.

Delivery dates

When you place your order, you choose your delivery date from the available dates on the calendar provided. This is shown on your order confirmation and it is your responsibility to check this. Over 99% of deliveries arrive on the delivery date. For courier deliveries or tracked delivery services we will normally refund the cost of next day delivery in the (unlikely) event of the delivery being late. Please note we do not absolutely guarantee our delivery dates and if a gift is late for a significant event we are always happy to refund the delivery charge but not the whole cost of the order.

What are my rights under the Distance Selling Regulations?

The Regulations do not apply to flowers and plant gifts. They do apply to citrus food, pails and planters, books, and all non-perishable items. Under the Distance Selling Regulations, if you are contracting with us as a consumer, you have the right to return products purchased online or by telephone up to 7 working days after delivery, starting the day after you receive the order. You have the right to a refund for the returned products (excluding delivery charge). You must take reasonable care of the goods whilst in your possession and they must be returned to us promptly at your cost. You must inform us of the cancellation of the contract - please send us an email, or give us a call or send us a letter. This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office. Where the Regulations apply, full details of how to exercise your rights under the Regulations are set out in the despatch notification email.