Refunds & Exchanges

I want to order online with you...

Shipping Options

My parcel hasn’t arrived!

There’s a problem with my online order.

My order has arrived, but…

Pre-orders and Requests

We aim to get back to enquiries and messages within 24 hours but sometimes it can be a little longer than this as we are only a small team in a busy shop.

Sprouts of Bristol

Online Orders

Is your shop wheelchair accessible?

Can I park near the shop?

Can I lock my bike near the shop?

What public transport connections are there for the shop?

Where is your shop?

Can I bring my dog into the shop?

When are you open?

Finding Us

Can I talk to you on the phone?

How do I get in touch with you?

Contacting Us

Do you accept card payments?

Do you accept cash payments?

Can I pay over the phone?

Can I make a purchase using financing platforms like Klarna or Afterpay?

Can I pay with PayPal?

Do you accept Apple Pay / Google Pay?

How to Pay

Are you hiring?

Work for Us

Visit the Sprouts Shop

What’s your return policy?

What’s your exchange policy?

What’s your refund policy for online orders?

I received the wrong item, where do I go next?

I’m missing some of my order, can you tell me where it is?

My pot broke in transit, who do I talk to?

What happens if my order is returned to sender due to incomplete address?

What happens if I forget to collect my parcel from the sorting office?

Who do I contact if my plant’s arrived damaged?

How does Click and Collect work?

What buyer protection do you have for purchasing plants online?

What do I do if my parcel is lost, stolen or damaged?

Is sending plants in the post risky?

Isn’t all this packaging wasteful?

Can I add a gift message?

How long will it take for my pickup order to be ready to collect?

Local Pickup (Click & Collect)

Why is there a separate local delivery option?

Where is local enough for local delivery?

Why does delivery cost this amount?

How long does delivery take?

Local Delivery (Bike Delivery)

What’s the deal with your national deliveries?

How can I track my order?

Do you offer free delivery?

What if I order plants in a heatwave?

What if I order plants and the temperature drops below freezing?

Why does postage cost this amount?

National Delivery (Postage)

Do you send / deliver internationally?

International Delivery (Postage)

What happens if my order is delayed?

My plant looks different to the one in the photo, please advise.

I’ve received a gift but I don’t know who from, can you tell me?

The plant I want is out of stock. Can you order it for me?

How do I pre-order?

Why are some items available for preorder? How do you choose what items are available for preorder?

What services do you offer?

What is the Sprouts Club?

How do I earn points?

How do I join?

How do I remove my data from your site?

How do I unsubscribe from emails?

How do I log in?

Can I check my points?

How do I edit my account information?

How do I spend points?

Sprouts Club & Account

Where are your workshops?

When are your workshops?

Do you do daytime workshops?

What workshops do you offer?

Can I gift a workshop ticket?

How much are workshops?

How long are workshops?

What is included in the workshop price?

Workshops

Do you offer hire plants for weddings or other events?

What are your wedding / event hire prices?

How do I arrange wedding / event hire?

How specific do I need to be when hiring your plants?

Weddings and Event Hire

Do you offer plant repotting?

Do you offer plant care for sick plants?

Can you help my sad plant?

How much is it for a Repotting?

How does your Repotting Service work?

Can you come to my house to repot my plant?

Repotting and Plant Rehab

Do you offer home consultations?

How much does a home consultation cost?

What do I get from a home consultation?

Home Consultation

Can you install plants in my office / place of work?

Can you look after the plants in my office / place of work?

How much would an office / place of work install cost?

What’s your quote for plant maintenance in my office / place of work?

Office Installs and Maintenance

Sprouts Services

What products do you offer?

Do you sell plastic nursery pots for repotting?

Does every plant come in a pot?

What size is the plant?

The plant I want is out of stock - will it be restocked?

The plant I want is no longer on the website, has it been discontinued?

What plant would you recommend for a dark room?

What plant would you recommend for a sunny window?

What plant would you recommend for a damp bathroom?

Which plants are pet-friendly?

Plants

How do your Mystery Bundles work?

What do I get in a Mystery Plant Bundle?

What’s the deal with plant bundle subscriptions?

Can I ask to not have certain plants in mystery bundles?

How do I cancel my subscription?

Can I pause my subscription?

Bundles

What is a rescue box?

How does a rescue box work?

Can I ask to not have certain plants in rescue boxes?

What do I get in a rescue box?

How many plants do I get in a rescue box?

How sad are rescue plants?

Can I get a refund on a rescue box?

Why has my rescue box not been dispatched?

Rescue Boxes

Do you sell gift vouchers?

When will the gift voucher be sent?

How can I check my gift voucher balance?

How do I redeem gift vouchers?

Can I spend gift vouchers online?

Can I spend gift vouchers in the shop?

Gift Vouchers

Our Products

How do I look after my plants?

Can you help me stop killing plants?

What’s wrong with my plant?

How do you keep all the plants in the shop alive?

Plant Maintenance

How do I repot a plant?

How do I know what soil to use?

What size pot should I repot into?

Repotting

Do you have any tips for houseplants?

Can you recommend easy houseplants?

Should I be feeding my plants?

What should I be feeding my plants with?

I just received my plant in transit and…

General Advice

Why aren’t all the leaves on my Monstera holey?

Why is my plant turning yellow?

Why are my succulent’s leaves turning black?

Why does my Calathea have crispy leaf tips?

Individual plant questions

Plant Care Help

Would you be interested in stocking my products?

Who do I get in touch with to discuss wholesale?

Can you sell plants wholesale to me?

Stockists and Wholesale

Do you do markets?

Do you do plant shows?

Who do I contact to offer you a stall at my event?

Events and Markets

Are you a sustainable business? If I shop at Sprouts am I shopping ethically?

Ethics and Sustainability