Damages

Key facts

All of our items are packed safely and securely and are delivered to your door by a specialist courier. Despite this, damages do sometimes happen.

We strongly recommend that you inspect your new artificial plants while the delivery driver is present. If the plant is damaged, please do not sign for the goods and inform the driver that you are refusing the package because it is damaged. Once refused, give us a call and we’ll despatch a replacement immediately.

If you or your neighbour accepts the goods and they are damaged please let us know as soon as possible. We have a 24 hour window to make a complaint to our courier – so please endeavour to let us know within this time period.

Reporting a damage

If you’ve received a product which you feel is damaged please send us a damage notification using the button below. We will require a short description of the damage with a clear photograph.

You may also phone the customer service team, however they will still request the information above in writing.


Report a damage

Your legal rights

The Consumer Rights Act provides a 30 day window from the date of despatch for damages or unsatisfactory goods to be reported in return for a full refund.

If you report a damage after the 30 day window but within six months from purchase we will offer a replacement or price reduction.

Limitations

We want all of our customers to be happy with their purchase, so we will endeavour to be reasonable and flexible when it comes to dealing with damages. In most cases we will go further than the UK law requires of us.

In some cases a small amount of foliage or petals will come loose during transit or while you are dressing the plant. These damage requests will only be upheld if there is substantial, noticeable damage to the product.

Finally, please note that your legal right to reject a product due to damage or unsatisfactory quality does not cover accidental or deliberate damages.