Can I cancel my order?

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In line with UK Distance Selling Regulations, if you change your mind and wish to cancel your order, that’s no problem. Our processes are highly automated, so the best way to cancel your order depends on several factors.
 
Cancelling your order before it has processed:
 
You are fully in control of cancelling your order yourself within 24 hours of placing it, as long as it hasn’t already made its way to the picking and packing stage of the process. Simply go to ‘My Account’, click on ‘My Orders’. If your order is within the timeframe for cancellation, you can click on the ‘Cancel’ option – it’s as easy as that.
 
You will then receive a refund within 5-10 working days depending on your bank’s processing times – this is processed automatically, so there is no need to reach out to our Customer Support team.
 
Cancelling an order that has processed, but not dispatched:
 
If your order has been processed (the ‘Cancel’ option is not available within your account) but you have not yet received a dispatch confirmation email containing the tracking information, the plants and products will have already been allocated from our stock. They’ll be going through our consolidation process bringing everything together for shipment from our multiple nursery locations and quality control prior to packing and getting on their way to you. Therefore at this stage (which can take a few days before you get your dispatch email and tracking number), it is unfortunately not possible to cancel the order prior to shipping.

Due to the scale of our logistics operation, it’s simply impossible to find individual orders amongst the tens of thousands of plants we are shipping on mass each day. We’re really sorry about this, it is something we’re working at changing in the future.
 
Cancelling an order that has been dispatched:
 
If our Customer Support team are unable to cancel your order prior to dispatch, please do not worry. You can still cancel your order by returning the order to us within 14 days of delivery, by following our Returns Policy.
 
For further information on returns, please do refer to our Returns Policy.