Help, my delivery has been damaged!

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Although our couriers are instructed that they are carrying live plants, there have been occasional deliveries where boxes have become damaged.
Before contacting us, please open the boxes and take the plants out to assess them – in most cases, the plants will have arrived intact, simply in need of planting out and watering.
There may be ‘superficial’ damage: when shipping live plants, the odd leaf, twig, or bloom may drop off during transit in variable proportions.
The vast majority of orders are unaffected, 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 and can be remedied by tidying up the plant and allowing it time to settle and grow. For added peace of mind, most of our hardy plants are covered by our 5 Year Guarantee – please see the 5 Year Guarantee page for further information on what is covered.
If your plants have sustained heavy damage, however, please do contact us. We do need to be made aware of any issues on arrival within 14 days of delivery – outside of this, we are unable to assist further apart from giving advice.
If you do need to reach out, please provide us with the following:
– your order number
– your email address
– photographs showing the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label
Ideally, the background should be light and not interfere with the focus and clarity.
To contact us, please submit a contact form on the ‘Contact’ page of our website, or email us at