Returns Policy

If you have any issues with your order please contact us and we'll sort it out quickly as possible.

Returns

We offer a 14-day return policy, from the date of receiving your item to request a return.

To qualify for a return, your item must be in its original condition, being undamaged and in its original packaging.

To initiate a return, please contact us before sending any items back. Returns sent without prior approval will not be accepted.

Non-Returnable Items

Certain items cannot be returned, including:

- Personalised / customised orders e.g. items with custom labels

- Perishable goods (e.g., moss, flowers)

- Completed Terrarium / Propagation Kits

- Sale items and gift cards

Important Notes:

- Live Products: Please do not return live, pre-made terrariums. These, along with terrarium kits, are non-returnable. However, if you experience issues, please reach out to us.

- Return Shipping: Customers are responsible for return shipping costs. We cannot provide return shipping labels.

- Shipping Fees: Please not original shipping fees and any customs duties or import taxes cannot be refunded and will be deducted from your refund amount.

- Processing Time: We aim to process returns quickly and within 14 working days.

Damages & Issues

Please check your order upon arrival and contact us if an item has arrived damaged or incorrect so we can resolve the issue quickly.

If a live item arrives in poor condition and dies within 14 days of receipt, we may offer a partial or full replacement, provided all care instructions were followed.

To receive a refund or replacement for a damaged item, we require clear photographic evidence of the following:

1. The damaged item itself

2. Interior & exterior packaging, including any damage

Refunds

Once we receive and inspect your return, we will notify you if the refund is approved. If approved, refunds are processed to your original payment method. Please note that bank processing times may vary.

Exchanges

We do not offer direct exchanges. The best way to get a new item is to return your original purchase (See Returns & Refund Policy) and place a new order separately.

Order Cancellations

If you wish to cancel an order before it is shipped, you contact us within 24 hours of purchase. If your order has already been processed within this time, we cannot guarantee cancellation, and please view the returns section above.

Lost Items in Transit

If your item is not delivered within 30 days of shipping, we will issue a refund if the courier confirms non-delivery, and no delivery attempts have been made. If the courier confirms delivery to the correct address, we may not be able to process a refund, and you will need to contact the courier directly. For all shipping related queries please view our full shipping policy here.

Here to help

Please note we always aim to reply to any queries in a quick and pleasant manner. We will not tolerate any abusive behaviour, and we reserve the right to refuse refunds on this basis.

For any further questions, please don’t hesitate to contact us!