We package everything safely, securely, and send it via a parcel courier. Despite our best efforts, sometime things may arrive damaged. Here's everything you need to do in the event this happens.
When your order arrives
The best way to deal with damages (artificial or not) is to act quickly. If you can, take a minute or two while the courier is at your door to visually inspect the parcels.
If the box is seriously damaged, ask the courier to wait while you open the box to inspect the contents.
If the contents are damaged, refuse the delivery and get in touch with us so we can send a replacement.
If you receive the items and then notice they're damaged, you're not in when the courier delivers, or it's left with a neighbour, your rights are unaffected. Complete the form below or call us as soon as possible so we can help resolve the issue.
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.
To report a damage, get in touch with our team here. Please include images showing the damage to help our team determine how to help you best.
Here are a few common queries and quibbles around damages, as well as some handy advice over and above the basic damages policy.
Finding loose foliage in the packaging can be a little alarming, and in some cases the plant is simply damaged and you should contact us with an image.
But in some cases it's simply extra foliage that wasn't attached during the production process.
Big robotic machines produce entire lengths of foliage in rapid succession and, from time to time, pick up extra leaves which have no space on the branch to be attached to.
If there is a small amount (less than 5-10 leaves) of foliage loose in the box, this is generally the case.
However if there is a substantial amount, like entire branches, or the plant is looking sparse, it is almost certainly damaged. In this case, or if you'd like someone to review it for you, get in touch.
Strictly speaking, if the starter pot arrives slightly cracked or chipped, your artificial product is damaged.
However this starter pot is designed to act as a base for your plant and should be re-potted into something more decorative to help it blend into your home or garden. Once this is done, the original pot is concealed and its job is done.
From both a business and environmental point of view, we tend not to offer replacement products in this case. The costs involved in collecting the defective item, sending replacements, the associated packaging and transport is extreme for what is normally a relatively small issue.
If this scenario occurs, we will normally offer an alternative to a full replacement such as:
- A voucher
- Partial refund
- Reduced price accessory
- Or we are happy to discuss a resolution based on your circumstances.
If you would like to receive a full replacement, this is also an option.
If the pot is completely smashed, the plant has become detatched from its base please get in touch. We can offer replacements and / or advice on how to repair the product (along with a partial refund).
If your item has arrived with creased or slightly bent foliage, please don't be alarmed.
Most creases will normally drop out by themselves after a few days, or can be solved by smoothing them between your fingers. Other plants (that tend to have hundreds or thousands of leaves) tend to be wilder by design.
Feel free to get in touch with our team who will be happy to give product specific advice and guidance.
If the creases and bends in foliage are more extreme and detrimental, then it's probable that the item will need to be replaced. Please report a damage here and we'll be in touch to resolve the issue as soon as possible.
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.