Our Promise
We take great care to grow, select and pack every plant that leaves our nursery. Our aim is for your order to arrive in perfect condition, ready to plant straight into your garden. If something isn't right, we want to know about it and we'll make it right.
Damaged or Dead on Arrival
Live plants are delicate, and despite our specialist packaging, transit damage can occasionally happen. If your plants arrive damaged or dead, please get in touch within 48 hours of delivery. We'll need:
- Your order number.
- A photo of the damaged plant(s), still in the packaging if possible.
- A brief description of the issue.
Once we've seen the photos, we'll offer either a full replacement or a refund for the affected item(s). No need to send anything back - we won't ask you to return damaged plants.
Plants That Don't Settle
Our plants are shipped without pots, garden-ready and freshly packed. It's normal for plants to look a little tired after their journey. Give them a good water, plant them in their final position, and most will perk up within a few days.
If a plant genuinely fails to recover within 7 days of delivery and you've followed basic care (watering, appropriate light/shade for the variety), contact us with photos and we'll work with you on a solution. We're gardeners too - we understand that not every plant thrives in every spot, and we'll always be fair.
Changed Your Mind
Because we're selling live plants, we're unable to accept returns for change of mind. Every plant is freshly picked and packed to order, and they can't be restocked once they've left the nursery. If you've ordered the wrong variety or quantity, get in touch as soon as possible - if we haven't packed your order yet, we'll do our best to amend it.
Non-Plant Products
For non-plant items (firewood, accessories, etc.), you can return unused items in their original condition within 14 days of delivery. Please contact us before sending anything back so we can provide a returns address. Return postage is the customer's responsibility unless the item arrived faulty or incorrect.
Refunds
Refunds are processed to your original payment method within 5-7 working days of approval. You'll receive an email confirmation when the refund has been issued.
How to Get in Touch
The quickest way to reach us is through our Contact Us page. We aim to respond and resolve any issue within 24 hours - you'll always speak to a real person, never a bot.