FAQs

Yes, we accept cheques. However we can't dispatch orders until they have cleared which can lead to delays.

Yes. Send it over and we'll send you back an invoice for payment.

All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) where applicable.

Sadly at this point in time, we're not able to offer an installation service, but we're only at the end of the phone or an email if you have any questions.

Yes, absolutely.

We do not currently offer an installation service.

By linking a payment card to your account, you give us continuous permission to automatically charge that card for the required value to cover the payment amount when you use your account to place an order specifying the use of this payment card.

We may charge the payment card again if the previous attempt failed. You can stop the permission by unlinking the card from your account at any time.

Due to the nature of the clearing system, card payments will be taken immediately.

We accept:

Visa Mastercard Apple Pay Paypal American Express

You can pay online, over the phone on 0800 9777 589, or by bank transfer.

If you're trying to pay, but our website won't accept your details, it could be for a few reasons:

1. Check your mobile / banking app

Modern security sometimes requires additional authentication. Check your phone for a confirmation message or way to confirm the order is genuine.

2. Contact your bank

Sometimes banks block online payments for security reasons... such as if you've made several purchases in quick succession. A quick call normally resolves this and allows the order to go through.

3. There's a technical issue with our site

Occasionally, a gremlin may have got into the system and blocks a payment from going through. If you've checked the above and the relevant funds are available, get in touch and we'll get it sorted.

You can save your payment information to your account for faster checkout. However for security reasons, you'll still need to enter the three digits on the back of your card everytime you pay.

You can remove saved payment methods at any time via the account area of our site.

Occasionally we find ourselves having to withdraw an item because it has become damaged, obsolete, or has been discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available. You can choose to cancel and have a refund too.

We dispatch most things via FedEx and TNT's shared network. Occassionally we'll use Royal Mail or a Pallet Network courier. Orders delivered on a pallet are a kerbside delivery service.

If your order arrives and it is damaged, please get in touch. Full details of our damage policy can be found here.

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 or 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).

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.

We are not registered for GST, so depending on the value of your order you may need to declare your goods and pay the Goods and Services Tax (GST) which as of May 2023 is 5%. More information and up to date information can be found on the Jersey Government website here.

If you need to pay GST, our courier will contact you once your order has arrived in Jersey.

We do not charge VAT on orders sent directly to Jersey; however we are not able to cover the cost of GST.

As of October 2022, we automatically remove VAT from orders to the Channel Islands before the payment stage of our checkout.

If your delivery address is in the UK, no you will not have to pay any duties.

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your destination country. These and any additional charges for customs clearance are your responsibility. All orders are fulfilled and despatched from the UK.

No, providing you are an applicable business there isn't a minimum spend to get started.

Yes, you will need to spend the minimum level per annum (Jan 1st - Dec 31st) applicable to your discount band to maintain your current discount rate for the following year.

We will review your account activity and discount level at the end of each year - or sooner if it becomes apparent that spend levels have increased significantly to a level justifying a higher discount.

A reduction in discount, due to a drop in spend levels, will only happen at the year end. In the event that the minimum spend level was only narrowly missed we would look to maintain your current discount for another 12 months.

We're not able to provide free if charge samples. However get in touch to discuss your project or showroom needs and we may be able to offer a slightly bigger discount, or credit the sample cost against a main order if the order is large enough.

We are not currently offering credit accounts. However, we do offer PayPal credit for online orders which offers either pay in 3 instalments or 3 months interest-free. Please note, this credit is solely administered by PayPal and we cannot assist with either the setup, acceptance, disputes or issues.

We've made it as simple as possible. Contact us using the form below and we'll send you the application form which takes less than five minutes.

Our trade scheme is specifically targeted at businesses who are specifying artificial plants in their clients' projects.

If you are shopping for your own business and have a project budget of over £2,000 then our business service can provide a full range of bespoke services. Learn more here.

For orders under £2,000 explore our commercial plants page, or our customer service team can offer advice and ideas to assist you. We'll provide discounted quotes for orders over £1,000.

Trade discounts are not available on artificial hedging products or items that are covered by existing promotions.

After factors such as ongoing maintenance, pots and plant feed are taken into account, artificial plants can cost substantially less over the course of their lifespan, providing a higher return on investment. The difference in cost becomes even more significant when comparing the cost of artificial plants verses natural plant hire and / or care companies.

Allergies like hay fever are incredibly common in the UK and lead to itchy eyes, stuffy noses and fuzzy headaches. Faux office plants are ideal as they bring many of the benefits of having greenery in the workplace but without this potential productivity-killing drawback.

We dispatch most things via FedEx and TNT's shared network. Occassionally we'll use Royal Mail or a Pallet Network courier. Orders delivered on a pallet are a kerbside delivery service.

You can track your order once we've dispatched it here. We'll also send you a dispatch email with a tracking link in it.

If your order arrives and it is damaged, please get in touch. Full details of our damage policy can be found here.

You can collect your order from our warehouse in Great Yarmouth, Norfolk. Please speak to our team if you'd like to do this.

Mainland UK is a term couriers and retailers use to define the 'central' areas of the UK. This generally excludes islands, Northern Ireland and areas of Scotland that aren't densely populated. Sadly deliveries to these areas cost a little bit more.

Since the UK left the European Union, there are now additional customs forms and documentation required to deliver to Northern Ireland.

Even though there are no duties payable, this still adds work for couriers, which has led to an increase in delivery costs. If and when this paperwork is removed, we hope to be able to reduce the price.

As of October 2022, we automatically remove VAT from orders to the Channel Islands before the payment stage of our checkout.

We are not registered for GST, so depending on the value of your order you may need to declare your goods and pay the Goods and Services Tax (GST) which as of May 2023 is 5%. More information and up to date information can be found on the Jersey Government website here.

If you need to pay GST, our courier will contact you once your order has arrived in Jersey.

We do not charge VAT on orders sent directly to Jersey; however we are not able to cover the cost of GST.

We do not ship internationally. If you live outside of the United Kingdom, you can arrange for your own courier to collect the items from us. If you are exporting the goods, you may be able to claim a VAT refund from us once they have been exported. Contact our team for more information.

Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Grand Total'. Standard delivery is offered free on orders over £80 inclusive of VAT.

Deliveries cannot be made to PO Box addresses or British Forces Post Office.

If there is a delay in delivering the goods we will inform you of this via email and the goods will be dispatched as soon as available.
You have the right to request a cancellation if your order is delayed, just contact us with your order number and we will do our best to assist.

If your delivery address is in the UK, no you will not have to pay any duties.

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your destination country. These and any additional charges for customs clearance are your responsibility. All orders are fulfilled and despatched from the UK.

We may need to deliver your goods in separate instalments such as if an item is out of stock or on pre-order.

If the item is marked as available on our website, but becomes unavailable we will notify you by email. If the item is marked as out of stock or pre-order on our website, we will confirm availability information on the standard order confirmation email.

If you are returning the items because you ordered them by mistake or have changed your mind you will need to cover the cost of returning items to us. We recommend using a tracked courier service to ensure they arrive promptly and safely.

There is an option to unlock free returns for a small fee during our checkout. Selecting this will cover the cost of any future return label.

We're not able to accept returns for bespoke or made to order items unless they have arrived damaged.

The cost of returning an artificial plant varies depending on your location, the quantity, size and weight of plants, and the courier you choose.

According to Parcel2Go (a comparison service we suggest using to get the lowest price), return charges will be around the following amounts:

• Smaller plants that fit into a box smaller than 100cm in length will typically cost £6 incl VAT.
• Mid-sized plants that fit into a 130cm long box will typically cost £15 incl VAT.
• Larger plants cost between £14-£30 depending on the length, width, depth, and total weight.

Prices current as of November 2025 and are per box rather than per plant.

Yes! If you are returning your whole order to us, we'll refund the basic cost of carriage.

If you have paid for standard delivery you will receive a full refund. If you have paid for an upgraded shipping service like express or returns coverage through checkout+ you will only receive a partial refund on your original carriage charge.

If you return part of your order, unfortunately we are unable to refund your carriage charge.

We will process your refund immediately in the event of cancellation or stock being unavailable and you choosing to cancel. Refunds for returned items may take up to 14 days, however we endeavour to process returns as soon as possible.

Depending on your payment provider, refunds can take between 3-10 working days to be credited to your account.

We're not currently able to process returns for exchange and / or credit to be used against a future order. The best thing to do is to return one order and complete another order separately.

You can track your order once we've dispatched it here. We'll also send you a dispatch email with a tracking link in it.

As of October 2022, we automatically remove VAT from orders to the Channel Islands before the payment stage of our checkout.

Mainland UK is a term couriers and retailers use to define the 'central' areas of the UK. This generally excludes islands, Northern Ireland and areas of Scotland that aren't densely populated. Sadly deliveries to these areas cost a little bit more.

If your order arrives and it is damaged, please get in touch. Full details of our damage policy can be found here.

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 or 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).

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.

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.

For more advice, see our guide to arranging faux plants, or feel free to get in touch with our team who will be happy to give product-specific advice..

If the creases and bends in your 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.

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.

If you purchased a plant from our damages outlet and you can't repair it, sadly we aren't able to offer any compensation or refunds for this.

However, if you've purchased a brand new plant which has arrived damaged and you can't repair it, please get in touch with us along with a photo of the damage within 30 days and we'll be in touch with the appropriate next steps, usually in the form of a refund or replacement.