I have received a faulty, wrong, or not as expected item

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Firstly apologies if this is the case as we do quality check all plants before they leave our premises.

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.

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 you do have concerns with the plant(s) that you have received the please send the following elements through to us via our chat service (which you can access from your Customer Account page). 

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.)

Contact us 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.