Contact Us | Arrival Issues

Unpack the plant promptly and check the plant, pot, substrate surface, and packaging. Take clear photos of the whole plant, close-ups of the damage, the inside packaging, the outside box, and the shipping label.

Keep the packaging until the case is resolved. Report the issue through Arrival Issues with your order number. For immediate care steps, read Plant Care After Delivery.

Light drooping, temporary curling, a disturbed substrate surface, a slightly bent older leaf, or one older yellowing leaf can happen after shipping and does not always mean the plant is damaged.

Unpack carefully, avoid sudden care changes, and follow Plant Care After Delivery. If the plant shows severe collapse, black or mushy tissue, broken stems, widespread damage, or clear rot symptoms on arrival, report it through Arrival Issues.

Keep the plant separate from your other plants and take close-up photos immediately.

If you want the arrival condition assessed, avoid heavy treatments, strong chemicals, major pruning, or repotting before reporting. These changes can make the cause harder to verify.

Report it through Arrival Issues with your order number and photos. For general care help after reporting, use Plant Help. Guarantee rules and possible remedies are explained on Guarantee & Returns.

Take clear photos in good light. Include the whole plant, close-ups of the issue, the pot and substrate surface, the inside packaging and protection materials, the outside of the box, and the shipping label.

If more than one plant is affected, add one overview photo of everything received, then close-ups per plant. If you can only upload a few photos, prioritise the whole plant, the issue close-up, and the shipping label.

Upload the photos through Arrival Issues so the case can be reviewed with the full delivery context.

Unpack it promptly, remove wrapping carefully, and let the plant reach room temperature in a stable spot away from drafts, heaters, and direct sun.

Some drooping, slight curling, or older-leaf yellowing can happen after shipping. Follow Plant Care After Delivery first. If you see severe collapse, black or mushy tissue, or obvious damage, take photos and report it through Arrival Issues.

Check your order confirmation and tracking emails first. Some orders ship in multiple parcels, and each parcel has its own tracking link.

If all parcels are marked delivered and an item is still missing, or if the wrong item arrived, contact Arrival Issues with your order number. Photos of what you received and the packaging help speed up the review.

Not always. Some plants shed older or lower leaves after shipping, especially after a change in light, temperature, moisture, and handling. One older yellowing leaf can be part of acclimation.

Check the whole plant, not just one leaf. If the plant is otherwise firm and stable, follow Plant Care After Delivery and avoid overwatering. For more detail, read the Leaf Drop Guide. If yellowing is widespread, the stem is soft, the plant smells rotten, or the substrate is wet and unstable, take photos and contact Arrival Issues.

Unpack the plant carefully, remove wrapping, check the plant and pot, and place it in a stable indoor spot with suitable light and temperature. Do not repot, fertilise, prune heavily, or water automatically on arrival.

Start with observation. For a step-by-step setup, read Plant Care After Delivery.

Leaf drop can happen after shipping because the plant has gone through darkness, handling, temperature changes, and a new growing environment. Older leaves are usually the first to go.

Check whether the plant is otherwise firm, rooted, and stable. Avoid panic-watering or immediate repotting. Read the Leaf Drop Guide and Plant Care After Delivery for the next steps.

Plug (Starter Plants) plants are young plants with a small root ball. They need a small pot with drainage, gentle handling, and even moisture without staying wet.

Avoid oversized pots because small roots can sit in wet substrate for too long. For detailed setup, read Plug Plant Care or contact Plant Help with photos and the plant name.

Usually, no. Most plants benefit from a short settling period before repotting. Immediate repotting adds extra stress and can make it harder to assess whether a problem came from shipping or later care.

Repot sooner only if the pot is damaged, the substrate is clearly unsuitable, the plant is unstable, or you have a specific reason. For timing, pot-size choice, and aftercare, read the Repotting Guide. If there is a possible arrival issue, take photos and report it through Arrival Issues before repotting.

Do not change substrate just because a plant arrived in a nursery mix. First check how the mix behaves. A change is worth considering if it stays wet for too long, smells sour, feels compacted, blocks airflow around the roots, or does not suit the plant’s root type and watering needs.

For help choosing ingredients or a better setup, compare options in the Substrate Choice Guide and Soil & Substrates. For selected components built around a specific potting job, see Substrate Sets. They are separate components for mixing or layering, not finished bags of premixed substrate.

No, not automatically. Check the substrate first. Water only if the root zone is actually dry and the plant type needs it.

Many shipping problems get worse when a stressed plant is watered without checking moisture first. If you are unsure, read Plant Care After Delivery and the Watering Guide before changing the watering routine.

Where the guarantee is offered for your delivery destination, send the request within 28 days of delivery. Include your order number, clear photos of the whole plant and close-ups of the issue, plus a short note on light, watering, temperature, and any care changes since arrival.

Submit the claim through Returns & Refunds. Rules and possible outcomes are explained on Guarantee & Returns.

Where offered for your delivery destination, the 28-day plant health guarantee covers genuine quality issues that appear within 28 days of delivery despite reasonable care and suitable conditions.

It can cover hidden issues, serious transit-related damage that becomes clear after unpacking, or unusual rapid decline that cannot reasonably be linked to normal care factors. It does not cover normal acclimation, care-related damage, pest issues not documented with the original arrival condition, or mechanical damage at home. Full conditions are listed on Guarantee & Returns.

Returns and refunds depend on the reason for the request. A changed-mind return is handled differently from a confirmed issue such as a wrong item, damaged arrival, or approved plant-health claim.

For changed-mind returns, items must be returned safely in the original pot and substrate, and the customer pays the direct return shipping cost. For confirmed issues, send photos and order details so the case can be assessed. Full rules are listed on Guarantee & Returns.

No. Refunds can only be issued to the original payment method used at checkout. For security and compliance reasons, refunds cannot be redirected to a different account.

After approval, refunds are issued to the original payment method. The time it takes to appear depends on the payment provider and your bank.

Many refunds appear within a few business days, but some banks take longer. If a refund seems delayed, contact Returns & Refunds with your order number.

For changed-mind returns, the customer pays the direct cost of return shipping.

For confirmed issues, such as a wrong item or approved fault, necessary return shipping is covered if a return is required for the approved case. Full details are listed on Guarantee & Returns.

A return is for an item you no longer want, where the product must be sent back under the return conditions. A plant guarantee claim is for a plant-health issue that appears within the guarantee period and needs assessment with photos and care details.

Arrival damage, wrong items, changed-mind returns, and plant-health claims use different support routes. Use Arrival Issues for problems visible on delivery and Returns & Refunds for return or guarantee requests. Full conditions are listed on Guarantee & Returns.

Submit your request through Returns & Refunds and include your order number and the items concerned.

You will receive the next steps and return instructions based on your destination and the type of request. Do not send items back without return instructions.