Shipments and returns
We will normally send your order to you in 7 days. International orders are generally received in under 10 days.
You must inform us within seven working days if the goods are lost or damaged in transit so that we can make a claim against the delivery company and correct the problem. Claims from our carrier (Royal Mail) are only accepted 30 days after the original posting date.
Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
We post on one day each week only!
Our dispatch day is now usually every Tuesday. Orders received up to 9am on a Tuesday should be packed and posted on Tuesday. Orders received AFTER THIS TIME may be packed the FOLLOWING Tuesday.
Delivery time expected is up to 4 days from dispatch date. Please allow three weeks at times, to allow for busy periods, for staff holidays (We are a small family firm) etc.
PLEASE DO NOT SEND YOUR ORDER IF YOU ARE NOT PREPARED AT BUSY TIMES TO WAIT FOR THREE WEEKS! THANK YOU.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected. Cacti will be fine in a box for a month or more.
What happens if my order is lost or damaged?
Should your item go missing, we'll send out new orders as soon as we are sure they are well and truly lost (After 30 days). Anything that reaches you in a damaged condition will be replaced upon return of the goods. Damaged goods must be notified to us within 7 days of receipt.
We can only endeavour to compensate you for missing parcels which are sent by tracked mail. WE WILL NOT COMPENSATE UNDER ANY CIRCUMSTANCES IF YOU CHOOSE STANDARD (untracked) SERVICES.
What is your refund policy?
If you don't receive your goods within 28 days let us know, we will give you the option of a full refund or if you wish (and if we can) we will try sending your order again. If you want to cancel an order let us know as soon as possible, if we have not processed it then your items will not be sent out and the order cancelled from our system , if we've already processed the order you will have to return the items then we'll give you a full refund. And these are full monetary refunds, if you're unsure about anything, just contact us and will do our best to help.
Under the distance selling regulations, because most of our products are live plants, and are perishable items, orders cannot be cancelled or returned once they have been dispatched.
For items other than live plants, goods must be returned within 30 days for a full refund.
Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition, otherwise we will not be able to refund you. Products that are in sealed packaging must be completely sealed and unopened. Postage will NOT be refunded if you simply change your mind and the item is undamaged.
We do not accept liability if you give instructions for parcels to be left in an insecure location if you are not at home when the postman/courier calls. This is entirely at your risk and we will not refund if parcels are missing under these circumstances.
Any refund will be made in the same form of payment that was used to make the initial purchase and only applies to the item/items.
Refunds due to no stock or unable to meet your full order will be refunded in full if you wish.
Our delivery charge in your original order is not refundable if an item is being returned. Delivery charges incurred in sending items back to us are non refundable unless the item is proven to be faulty.
Please be aware that in the event of having to refund you for any reason this can take up to 30 days, however we always act upon refunds very quickly.
How do I return an Item?
Our returns policy is simple. If for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, or you've had a change of heart you must return it to us unused and in its original condition within 10 days for a prompt replacement, exchange or refund.
Returning an item
We cannot be held responsible for return packages lost in transit. As you are responsible for returning the item/items to us we recommend sending the package by recorded/special delivery and insured up to the value of the item/items