Returns & Exchanges

Our Philosophy on Returns

Just as each Houseplant, Bonsai, and Terrarium bottle is selected with intention, we approach every return with the same dedication to integrity and ease. We understand that sometimes a product may not perfectly fit your vision of tranquillity. Our returns process is designed to be as straightforward and reliable as our Standard Shipping—clear, secure, and handled with care.

Key Policy Summary

• Return Window: 15 days from the date you receive your order.
• Condition: Items must be unused, in original packaging, and in resalable condition.
• Process: Initiate a return via email, ship the item back, and await confirmation and refund.
• Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal).
• Non-Returnable Items: Please see section below for details.

Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Delivery)

Please contact our customer care team at [email protected] with the subject line “Return/Exchange Request”. To help us serve you efficiently, please use the template provided below.

Step 2: Await Authorisation & Instructions

Our team will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and detailed instructions for shipping your return to our hub in Bradford. Please do not send any items without this authorisation.

Step 3: Package & Ship Your Return

Securely pack the item(s) in their original packaging, including all accessories and documentation. Include the RMA number clearly on the outside of the parcel. You are responsible for the return shipping costs unless the return is due to our error or a defective item.

Tip: We recommend using a trackable service (like DHL or FedEx, our trusted Standard Shipping partners) for your return shipment.

Step 4: Inspection & Processing

Once received at our warehouse, our team will inspect the item(s) with the same care we use when packing a delicate Moss or Terrarium plant. Processing typically takes 3-5 business days after arrival.

Step 5: Refund or Exchange Completion

Upon approval, we will immediately process your request:

• Refunds: Issued to your original payment method.
• Exchanges: The replacement item will be dispatched via your chosen shipping method.

Return Request Email Template

To ensure a swift process, please copy and paste the template below into an email to [email protected].

Refund Timelines & Methods

Your financial security is as important to us as the secure packaging of our Garden tools and Candle Holders.

• Timeline: Once your return is approved, please allow 5-10 business days for the refund to appear in your original payment account. The exact timing depends on your financial institution.
• Method: Refunds are processed back to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to an alternate account or method.
• Shipping costs (both original and return) are non-refundable unless the return is due to our error.

Non-Returnable Items

To ensure the health and safety of all our customers and the integrity of our products, the following items from our curated collection cannot be returned or exchanged unless they arrive damaged or defective:

• Live Plants: All Houseplants, Bonsai, Terrarium plants, Moss, and items listed under Species. Due to their perishable nature and specific care requirements, we cannot accept returns once they have left our care.
• Personalised or Used Items: Any product that has been personalised, used, assembled, or removed from its original, sealed packaging in a way that affects its resalable condition.

Please inspect all live plants immediately upon delivery. If there is any damage or issue, contact us within 48 hours with photographic evidence.