Welcome to our new customer support centre. We hope that you find the answers to your questions here. If you cannot find what you are looking for then please raise a support ticket. It's easier to raise a support ticket using the 'New Support Ticket' link above. If you submit your ticket using our Autobot (Daisy) then you will receive a further automated email asking you for further information. So the 'submit a ticket' route will be quicker for you.
Below is a very brief summary of our commonest types of question along with helpful hints so that you can help us to help you by supplying all that we need in your first messsage to us.
- If your question relates to an order or orders then the main element we need is your order reference number(s). We also need to see photos of what the problem is (as we cannot see what you can see). Photos help us make an informed and reasoned decision regarding how to proceed.
- The order ref we need should begin with '600'.
- If you do not reply to a message that we send you within 3 days then your support ticket will automatically close. (However you can re-open it at anytime after that. These tickets are set to auto close to help keep our customer support system and team efficiency.)
If your query relates to delivery
Please allow a minimum of 15 days after ordering before you raise this type of query. We pick, pack and dispatch in excess of 10,000 orders every week during peak times. The nature of the product (i.e. live plants) is not the same as for dry goods (i.e. a product pre-boxed which just needs to be picked from a shelf).
Every order we receive is different, and can consist of many plants. Each plant is hand-selected, has to be hand-cleaned and prepared for dispatch, is hand wrapped/packed, before dispatch. As this is such a manual process unfortunately it does all take time so we do appreciate your patience when it comes to receiving your order.
If you are missing plants - things to be aware of
Orders which consist of multiple plants are often shipped in multiple boxes. These boxes can arrive at different times. Sometimes we use different courier companies depending on box size, shape, and box weight (i.e. box shape, and weight dictate which courier service is used). Please allow a further 24 hours for your entire order to arrive.
When we pack your plants some plants will often be packed together in the same box and be hidden by the foliage of others. Please make sue that you fully unpack your box(es) prior to raising a query. (This may sound obvious but from experience we do have customers who open a box and do not unpack prior to raising a query.)
If your received box is damaged
We are sorry if this is the case and will raise any cases of this nature with the courier used. However please unpack your damaged box first before raising a query because it may be that the box has been damaged but the plant(s) contained within will be intact.
If your received plants are damaged or not as expected
We cannot see what you can see so we always ask you to supply photos so that we can make an informed and reasoned decision as to how to proceed with your query.