Help, my delivery has been damaged!

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Although all of our courier drivers are fully aware that they are carrying live plants there are occasional deliveries where box(es) have become damaged.

In the first instance before contacting us always open the box(es) and take the plants out. In most cases you will find that the plant(s) contained within the box(es) have made the journey intact and just need planting out and watering. 

You may however sometimes get what we call ‘superfluous transit damage’ – given the nature of the items we ship, the odd leaf, twig, or flower may drop off during transit in variable proportion.

In the vast majority of shipments we make this does not occur, so please do not panic if you have an order en-route!

Most of the time when this happens it will be light transit damage so it will be a case of tidying the plant up and allowing it to grow on. For your additional piece of mind, in case you are perturbed by the look of delivered plants, some of our hardy plants are covered by our 5 Year Growth Guarantee, please check out the guarantee details for further information. 

If however your plant(s) have sustained heavy damage which the plant will not recover from or is too badly misshapen to go forward with then please do contact us. Please note we do need to be made aware of any issues within 14 days of delivery, outside of this time we are not able to assist outside of giving advice.

If you do contact us then please provide us with the following information:

• Order Ref
• Email address (that you ordered under)
• One or more photographs prepared of the plant(s) at issue (if you can send images to show the overall look of the plant, plus any specific damage that will be very helpful)

It is vital that you do send photographs showing the whole plant unpacked and in full so that we can make an informed decision on how best to proceed. (We cannot see what you can see.)

If you do need to contact us then do so by using the Contact Form on the Contact page of our website. Please do only submit one form and our team will get back to you as soon as possible. Alternatively you can reach out to us via email at ineedhelp@gardeningexpress.co.uk