What do I do if my parcel is lost, stolen or damaged?Updated 3 months ago

We do our best with our packaging, but if your parcel or its contents arrive damaged, or don’t arrive at all, please get in touch with us! We are always happy to help, even when it’s bad news, and would rather sort this directly with you.

If your parcel hasn’t arrived, please check the tracking information that should have been sent with your order confirmation. When it has been 10 days since dispatch, if it doesn’t look like your parcel is moving in the right direction, we will be able to chase up with Royal Mail, and either refund you or send a replacement. This is the time period set by the courier; so get in touch if you have any more questions on this.

With damaged orders, please contact us as soon as you can; with plants, it needs to be within our seven-day promise for us to refund, and with other items within 30 days.

Take plenty of photographs of your order, and of the packaging too if that’s possible. Send these over to our team via the website’s Contact Form, along with your order information, and we will investigate for you.