Our Houseplant Team Answer Your Frequently Asked Questions:
Our Customer Service Team Are Available To Answer Any Questions You May Have At [email protected]
We always aim to be our usual speedy selves, working hard to get your order ready as soon as possible. Normally we can process your order within 1-2 days; please bare in mind that during peak and busy times, it may take us a bit longer to get to your order. We take ever care with our packing methods to ensure every plant reaches you securely and safely.
We dispatch Monday - Thursday. 99% of our orders are dispatched the next/following dispatch day after you have placed your order. (If you place your order Thursday Afternoon - Sunday, your order will be dispatched as a priority on the following Monday).
If you would like to place an order as a gift, you are more than welcome to. We send lots of plant gift deliveries every week. All of our plants are packaged in the same way, with wrapping to protect the plant, which doubles as a surprise reveal if it is a gift. The email associated with the account will be the only one notified of the progress for the order- the recipient will not be aware of your thoughtful gift until it arrives on their doorstep.
Visit your shopping basket to add your card message. Underneath your shopping list there is an option to click to add a card message to your order. Card messages are hand written by our Team on a small card and enclosed in an envelope. Don’t worry if you forget to add a message, you can email us at [email protected] to notify us - we will work our very hardest to add this to your parcel if it hasn’t already been shipped.
When you add a gift message to your order, we do not include an itemised invoice in the box.
Our plants are grown all over the world, with the majority of them coming from Europe. Our most notable sources are Italy, Holland, and France. We work closely and continuously behind the scenes with all of international growing partners on reducing our carbon footprint during the import of our fresh plants.
We're pleased to be able to accept orders from International Customers.
Please do not worry, you will recieve the order confirmation to your email address and we do not include an itemised invoice when you opt to include a card message with your order, so you gift can remain a surprise.
If you would like the recipient to know that the gift was from you, you can add a gift card message, or simply give them a call when they receive it.
You can track the delivery progress via the tracking link sent to you upon dispatch.
We do not currently offer wholesale plants. We pride ourselves on focusing all of energy on providing the best personal service for our customers and their new additions to their plant collection.
If you are looking for your specific plant variety you can contact us via email at: [email protected]. We will search our catalogue to see if we have it in stock or if it is on it's way to us from our suppliers. If it is a plant that we do not currently list on our website, we will contact our supplier to see if we can source it for you.
Once we have received confirmation from our growers, we will let you know the details by email.
As we have to order in bulk, we will need to take a pre-payment for the order, otherwise we cannot process the order with our supplier.
If we are unable to get your desired plant, we will search for the closest alternative in our range; you never know, you may stumble upon the perfect plant that you didn’t know you were looking for!
If you would like to place multiple orders for your Business Team or Clients, you are welcome to send us an email detailing the plants you would like to send. We will contact our supplier to place a large order if we do not have the quantity required in stock, and provide an estimated date of arrival to our warehouse. We will arrange a shipping date with you, and send an invoice via our payment provider (Stripe) prior to shipping your business house plant orders.
You will need to provide all of the shipping information for each of the recipients in an Excel file. We will also need your billing information to add onto the invoice.
We will process all of the orders manually from our HQ, this is so you do not have to go through the checkout yourself multiple times - making it a simpler process for you. We will notify you once all of the orders have been processed and are ready for shipment.
Our growers use various growing mediums and methods when producing their house plants. Unfortuantely we cannot provide exact ingredients that are in all of our plant's soil mixes - consider it almost like Grandma's secret recipe, it's not shared by the growers!
We are operating relatively as normal, however, there are circumstances where items may be delayed during import or refused at Customs unexpectedly. Since the introduction of the new Plant Passport requirements since we left the EU, sometimes the stock can be rejected or delayed due to incorrect or insufficient paperwork by the Grower. Whilst they are working hard to ensure they meet all the criteria, it is still early days and they are still finding their feet with these new protocols. If any items on your order are delayed, we will notify you as soon as possible, and provide an estimated arrival date to our store. If all goes as planned, we will dispatch your order the day that we receive it.
Whilst we work hard to ensure this happens as infrequently as possible, we're just normal/human, planty people working with live goods. Some of these live goods are a little fickle by nature! If we are unable to provide you with a plant or sundry on your order, we will notify you via email as soon as we are processing your order. We will offer a choice of suitable alternatives, tailored to you, this is based of your preferences shown within your order and the missing item. We will not ship an alternative order without your consent.
We know it's frustrating when your online order doesn't quite go as planned. If you have any issues with your order, please notify us by email as soon as possible. Please include photos with your email to ensure we can rectify any concerns as quickly as possible for you. As we are working with a live product, we assess the individual scenarios and try to resolve, support, and offer guidance relative to the individual circumstances. Our top priority is your satisfaction and the care for all of our plants.
Please note: You will need to contact us within 7 days of receiving your order, we do not refund or replace after 7 days due to the environmental and atmospheric conditions in your plants new home.
You can email us at: [email protected].
Our shipment days are Monday - Thursday. We do not ship over the weekend as your plants will be kept in the depot with no access to water or light. This ensures your plants arrive in top condition! Our courier uses their 24-hour speedy delivery network. Although they work hard to meet this 24-hour quota, they estimated 24-48 hours, in case there are any unexpected delays during transit.
We only ship to Northern Ireland - the delivery charge for this would be £24.99. Unfortunately, we do not ship to Southern Ireland. We ship Nationwide, from the highlands in Scotland, to the coastal regions in Cornwall, and everywhere in between.
We do not currently ship outside of the UK. Simply because since Brexit - we are unable to offer an internation delivery service that we feel is reliable and quick due to the new Brexit restrictions on Import and Export.
Still feeling confused? Send us an email at [email protected]. We’re always happy to help!