Just as we carefully tend to our Acanthus and Alchemilla collections, we want every aspect of your experience with Herbaceous Plant to flourish. If your botanical treasures don’t meet your expectations, our returns process is designed with the same care we give to our plants.
Our Returns Philosophy
We understand that sometimes a plant may not thrive in its new environment, or perhaps you’ve changed your garden plans. Like dividing perennials at the right season, we’ve created a straightforward returns system that respects both your needs and our plants’ wellbeing.
Important Note on Live Plants
To protect our botanical collections, live plants cannot be returned due to phytosanitary regulations. This includes all Aconitum, Achillea, and Alstroemeria varieties. However, if your plant arrives damaged, please contact us immediately with photos at [email protected].
Eligibility for Returns
We accept returns of non-plant items within 15 days of delivery, provided they are:
- In original, unused condition
- In their original packaging (like our gardening tools or decorative pots)
- Accompanied by proof of purchase
The Returns Process
Follow these steps as carefully as you would when transplanting delicate Adenophora:
1. Initiate Your Return
Within 15 days of receiving your order, please email our Head Gardener at [email protected] with:
- Your order number
- Photos of the item(s) you wish to return
- Reason for return
Return Request Template
Subject: Return Request for Order #[Your Order Number]
Body:
Dear Herbaceous Plant Team,
I would like to request a return for my order #[Your Order Number].
Item(s) to return: [Product Name(s)] Reason for return: [Please specify]
Attached are photos showing the item’s condition.
Please advise on next steps.
Kind regards,
[Your Full Name] [Your Contact Information]
2. Receive Return Authorization
Within 2 business days (about the time it takes for Agastache seeds to germinate), we’ll email you:
- Return authorization number
- Shipping instructions
- Return address (64 Cole Hill, Worcester, GB WR6F 5LB)
3. Ship Your Return
Package your items securely (like protecting tender Ajuga during transport) and include:
- The return authorization number clearly visible
- Original packing slip or order confirmation
We recommend using a trackable shipping service. Original shipping fees are non-refundable.
Refund Process
Once we receive and inspect your return (a process as meticulous as examining Alcea for pests), we’ll process your refund within 5 business days.
Refund Methods
Your refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
- PayPal: Typically appears within 24 hours
Exchange Policy
If you’d like to exchange an item (perhaps swapping tools better suited for your Alchemilla care), please follow the return process above and place a new order for the desired item. We’ll process your refund once we receive the original item.
Damaged or Incorrect Items
If your order arrives damaged or incorrect (like receiving Allium when you ordered Amsonia), please contact us within 48 hours of delivery with photos. We’ll arrange for replacement or refund without requiring return shipping.
Seasonal Considerations
During peak planting seasons, return processing may take slightly longer (just as our gardeners are busiest when tending to Acanthophyllum in spring). We appreciate your patience during these periods.
Contact Our Gardening Team
For any questions about returns, exchanges, or your order:
Email: [email protected]
Response time: Within 2 business days (except during bank holidays)