Shipping & Returns

Shipping Information

We deliver to gardeners across the globe (excluding Asia and a few remote regions). Our goal is to get your order to you safely and efficiently.

Order Processing

All orders are processed within 1–2 business days after payment confirmation. You will receive a shipping confirmation email with tracking details once your order is dispatched.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

• Standard Shipping – £12.95
  Shipped via DHL or FedEx. Delivery within 10–15 business days after dispatch.
• Free Shipping
  Available on orders over £50, shipped via EMS. Delivery within 15–25 business days after dispatch.

Delivery times are estimates and may vary slightly depending on your location and customs procedures.

Our Returns & Exchanges Promise

We stand by the quality of our curated range. If you are not entirely satisfied, you may return most items within 15 days of receiving your order for a refund or exchange. The process is designed to be straightforward and transparent.

Step-by-Step Returns & Exchanges Process

1. Initiate Your Request
   Within 15 days of delivery, contact our customer support team at [email protected] with your order number and details of the item you wish to return or exchange. You may use the email template provided at the end of this policy.
2. Receive Instructions
   We will respond within 1–2 business days with a Returns Authorisation (RA) number and detailed instructions on where to send your package. Please do not send any items back without an RA number.
3. Pack and Ship
   Securely pack the item(s) in their original packaging, clearly mark the RA number on the outside, and ship to the address provided. We recommend using a trackable shipping service.
4. Inspection and Processing
   Once received, our team will inspect the item(s). We will notify you via email about the status of your refund or exchange.

Refund Timelines and Methods

Your satisfaction is our priority. Upon approval of your return:

• Timeline: Refunds are processed within 5–10 business days after we receive and inspect the returned item.
• Method: Refunds are issued to the original payment method used at purchase (Visa, MasterCard, JCB, or PayPal). Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.
• Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost of the replacement item to your address.

Items That Cannot Be Returned or Exchanged

To ensure the health and quality of living products and for hygiene reasons, the following categories are non-returnable unless they arrive damaged or defective:

• All Live Plants – This includes items from:
  • A-Z Houseplants
  • A-Z Perennials
  • A-Z Shrubs
  • Bamboos & Grasses
  • Bonsai
  • Climbers
  • Conifers
  • Flowering Houseplants
  • Foliage Houseplants & Ferns
  • Fruit Bushes
  Due to their perishable nature and the potential for stress during transit, we cannot accept returns for change of mind. Please inspect all plants upon delivery and contact us within 48 hours if there is any damage or health issue.
• Personalised or Made-to-Order Garden Features
• Used or Customer-Damaged Cutting Tools or Digging Tools

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at [email protected] within 48 hours of delivery with photos of the product and packaging. We will arrange a replacement, refund, or return at no cost to you.

Returns Request Email Template

To help you get started, please use the following template when contacting us: