Live Plant Policy

What to expect when ordering a living plant

Plants naturally change and vary. This policy explains appearance, handling, delivery and how to report a genuine order issue.

Natural variation is part of every plant

Product photographs show the variety and general presentation, but the plant you receive will not be an exact copy. Height, leaf count, colour, branching, flowering, minor leaf marks and growth shape may differ with age, season and current nursery conditions. These normal differences are not faults.

Before dispatch

Plants are selected and prepared according to current stock and condition. A suitable equivalent within the listed variety may be supplied when natural appearance differs.

During delivery

Leaves or soil can shift while travelling. Live-plant delivery may be limited by city, route, weather, product size or courier feasibility.

After arrival

Unpack carefully, remove protective material, check moisture before watering and allow the plant time to adjust before repotting or fertilising.

Pot and presentation

The product description determines what is included. If a decorative or self-watering pot is included, it will be stated. Otherwise the plant may arrive in a nursery pot. Decorative props shown only for styling are not included unless listed.

Reporting a problem

If the plant arrives seriously damaged, incorrect or materially different from the ordered variety, contact us promptly on WhatsApp. Include:

Your order number and delivery details
Clear photographs of the full plant and the affected area
Photographs of the outer and inner packaging
A short description of the issue noticed on arrival

Keep the plant and packaging available while the case is reviewed. Resolution depends on the order details, evidence and the applicable returns policy.

Need plant-care guidance?

Browse our care guides or contact us with your plant name and light conditions.

View care guides