Returns Policy

If something’s not quite right with your order, just get in touch, we’ll do our best to sort things quickly and fairly.

📦 Returns

We offer a 14-day return window from the date your order arrives.

To be eligible for a return, your item must be:

• In its original condition

• Undamaged

• In its original packaging

Please contact us before sending anything back, as returns sent without approval won’t be accepted.

📦 Non-Returnable Items

Some items can’t be returned, including:

• Personalised or customised orders (e.g. custom labels)

• Completed terrariums or propagation kits

• Sale items and gift cards

• Deposits

📦 A Few Important Notes

• Live products: Please don’t return live or pre-made terrariums. These, along with terrarium kits, are non-returnable. However, if you experience issues, please reach out to us, we’re here to help.

  
  

• Return shipping:

  
  

  • Change of mind → return postage is your responsibility

  • Damaged/incorrect items → we’ll cover return shipping

  • Please return items using a tracked service, as we can’t be responsible for returns lost in transit

• Shipping fees: Original delivery costs, customs duties, and import taxes aren’t refundable.

  
  

• Processing time: We aim to process returns within 14 working days of receiving them.

  
  

• Return to sender parcels: We’re unable to offer refunds for items returned to us via “return to sender”, as this can significantly delay return transit and will negatively affect the condition of live plants.

📦 Damages & Issues

Please check your order as soon as it arrives and let us know right away if anything is damaged or incorrect.

If a live plant arrives in poor condition and doesn’t recover within 14 days, we may offer a replacement or partial refund, provided care instructions have been followed.

Plants are living things, so their long-term health depends on their new home. Because of this, we can’t offer refunds or replacements beyond this initial period, but we’re always happy to offer advice to help your plants thrive.

For damaged items, we’ll need clear photos of:

1. The item

2. Inner and outer packaging (including any damage)

📦 Refunds

Once your return is received and checked, we’ll let you know if your refund is approved.

If approved, it’ll be issued to your original payment method. (Bank processing times may vary.)

📦 Exchanges

We don’t offer direct exchanges.The easiest way to swap an item is to return it and place a new order.

📦 Order Cancellations

Need to cancel? Please contact us within 24 hours of ordering.

If your order has already been processed, we may not be able to cancel it, so please refer to the returns section above.

📦 Lost Items in Transit

If your order hasn’t arrived within 30 days, we’ll issue a refund if the courier confirms it hasn’t been delivered and no delivery attempts have been made.

If tracking shows the parcel was delivered to the correct address, you may need to contact the courier directly. For all shipping related queries please view our full shipping policy here.

📦 Here to Help

We’re always happy to help and aim to respond quickly and kindly.

We do ask for respectful communication, any abusive behaviour may result in refusal of service.

If you’ve got any questions at all, just drop us a message, we’re here to help 🌿