Damaged & Missing Items

Damaged Items

We make every effort to ensure that your order is received in perfect condition. Our team aim to ensure the highest quality plants are delivered to you and they are inspected prior to being sent to you.

Unfortunately, on rare occasions an order may be damaged in transit for reasons beyond our control. Should you experience an issue with your order we will do our best to support you and resolve any issues quickly.

If you feel your plant has been damaged or is not in a reasonable condition, please contact us immediately.

It is important that you take an image of the plant and make this available to us as soon as the plant is delivered so that there is no doubt as to its condition when the plant was received.

We may also request the plant is returned to us in order that we can investigate further and establish the cause of any issue.

Important things to remember:

  • The appearance of your plant will depend on the time of year. Some plants may appear in poor condition, but this should be expected due to the season, eg in winter a plant may drop its leaves
  • For plants supplied in pots, the plants specified height will include the height of the pot
  • All images on our site are for illustrative purposes only, plants are livings and each individual plant may differ, you understand that we cannot accept an item to be damaged or defective when this is the case
  • The images on our site are typically of a mature plant, which may be be larger than the plant you have ordered

Please note that our liability does not extend to providing compensation for late or failed deliveries or any resulting additional expense you may incur without our prior written agreement.

Missing Items

If any part of your order is missing, you must inform us by email immediately. Our systems verify all despatched orders and their contents. As such, our returns process includes a validation process that ensures the items on your order are included in your parcel.

In the event there is a verifiable missing item, we will either reimburse the value of the missing item, or provide a like for like replacement item.