We don’t believe in complicated policies or hard-to-read fine print. We want you to be happy with anything you buy from us and if you’re not, we want to fix it. If you have any problems with your purchases from our online shop, the first thing to do is simply contact us. Please include your order number and, if relevant, photos of the product to illustrate the problem.
If we’re not able to fix your problem and you want to return an item, here’s how it works…
Cancelling your order
To cancel an order before it’s been delivered, please contact us with details of your order.
Damaged or Defective plants or items
As we deliver all our plants ourselves so this should never happen, but pobody’s nurfect.
If you receive a plant that is in bad condition, we will arrange a free replacement or full refund (including delivery fees). Please contact us as soon as possible (within 14 days) to get the ball rolling. Be sure to include your order number and photos illustrating the problem, if possible.
Bare in mind that by their nature, plants might not always look exactly like they do in the pictures on our website. For example, the leaves may be more or less curly or a slightly different colour depending on the exact variety, the time of year or even the time of day. Still, drop us a message and we’ll be happy to help either way.
Changed your mind?
If you’ve change your mind or would like to return a plant for another reason, you can do so provided that the plant is returned in its original, re-sellable condition. Please note that in these situations, delivery fees will not be refunded.
You must contact us within 14 days of of the delivery and return the item within 28 days of delivery.
You can return a plant to any of our markets, or to Little Green HQ in Bedminster, Bristol. Please remember that you are responsible for the plant until it is returned to us, so if you’re not returning it by hand, please make sure you find a safe way to get it to us. If you prefer, we can collect the plant from the original delivery address for £5.
Incorrect Items
If we sent you something you hadn’t ordered, please contact us within 14 days informing us of the problem. You can return it within 28 working days in its original, re-sellable condition.
Refunds
If you cancel an order before it’s been delivered, we will attempt to void the charge and stop the money ever leaving your account. If we are not able to void the charge, a refund will be issued.
Refunds will be issued within 14 days of an order being cancelled or an item being returned to us. Once a refund is issued, you should see the funds appear in your account within 7 days.
Greetings cards and customised items
Greetings cards with messages and other customised items can’t be refunded once we’ve begun processing the order. Once your order status has been changed to ‘processing’, that means we’ve written the message and/or done the customisation so the item is no longer re-sellable.
If you decide to cancel your or return your order after this point, the cost of the customised items will be deducted from your refund.