You can cancel for a full refund any time before your order is out for delivery. After that, we don't refund or exchange for change of mind or natural plant variation. If something arrives damaged or faulty, tell us within 24 hours for plants or 7 days for pots and giftware, and we'll put it right.
No two plants grow the same way. Leaf count, shape and colour shift with the season and the conditions each plant was grown in, so yours won't be an exact copy of the one in our photos. We hand pick every plant so it matches the size, quality and overall look shown on our website.
Because these differences are natural, we don't refund or exchange a plant for things like how many leaves it has, its variegation pattern or its shade of colour. A plant will also keep changing as it settles into its new home.
Please read the product description before you order, including pot materials and size measurements.
You can cancel your order for a full refund, delivery fee included, as long as it isn't yet on board with our driver. Please get in touch through our contact form as early as you can. Once an order is out for delivery, it can no longer be cancelled.
Once an order is on its way, we're not able to reverse it. Two things fall under change of mind:
Please get in touch through our contact page and include your order number and clear photos. We may ask for extra photos or a short video. We don't manage orders through social media messages, so please use the contact form to make sure we see it.
How long you have depends on what you ordered:
Plants change quickly once they're in a new home, so it's important the order is opened and checked soon after it arrives. If you sent the order as a gift, please let your recipient know to get in touch with you or with us straight away if there's a problem. Reports made outside these timeframes are difficult for us to assess, and we may not be able to help.
Once we've looked into it, we'll offer a replacement or store credit first. If the problem is a major one, the choice between a replacement and a refund is yours, and any refund goes back to your original payment method.
If a delivery comes back with us because of an incorrect address, no access, or a declined delivery, we'll email you and you can choose what happens next:
The original delivery fee isn't refunded, as the delivery attempt was made. Our delivery terms explain when a gift comes back with us and what our drivers try first.
Discount codes must be entered at checkout before you place your order. We can't apply a discount or refund the difference afterwards.