Help, my delivery has been damaged!

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Although all our courier drivers are fully aware that they are carrying live plants there are occasionally 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, all our hardy varieties are covered by our 5 Year Growth Guarantee

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. 

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

  • Order Ref
  • Name
  • Delivery Address 
  • Email address (that you ordered under)
  • One or more photographs 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 as we cannot make an informed decision as to how is best to proceed. (We cannot see what you can see.)

If you do need to contact is then do so by using our quick messaging system during its open times. The system is located within both your customer account area as well as on our contact page. Hours the messaging system do vary throughout the year and will be listed on the webpages where it will be located. If the purple speech bubble is present on either of the above the pages then the service is open, If the purple speech bubble is not present then it is not open.