Shipping & Refund Policies

ORDERING AND PAYMENT

Order receipt

Once you have placed your order, we shall send you an email acknowledging the receipt of your order. This is an acknowledgment that we have successfully received your order. If you do not receive this email please notify our customer service team at Contact Us

If the payment has not successfully gone through, our customer service team will contact you. Unfortunately, if you do not reply within 48 hours we will have to cancel your order. If you have any questions or concerns please notify our customer service team at Contact Us

Order processing

All orders will be dispatch within 3 business days and you should receive your package 2-4 weeks after we send out depending on your exact location. Special requests may take longer.

SHIPPING AND DELIVERY

Shipping confirmation

After payment has been successfully processed and the items you have ordered are confirmed we will send you a shipment confirmation email with the tracking number and the courier used.

Shipping Policy

Free worldwide shipping

Shipping Time

Asia
Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, Vietnam, India, Indonesia, Philippines, Hong Kong and Macau: 10 - 15 Business Days

Europe
Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russia, Spain, Swede, Switzerland, Ukraine, United Kingdom: 10 - 15 Business Days

North America
United States , Canada: 8 - 15 Business Days

Australia & New Zealand
Australia & New Zealand: 10 - 15 Business Days

Import tax and duties

Import tax and duties may be applicable to your order depending on the destination country. The recipient is responsible for all import tax and duties. The courier or local post office will contact you with further details for customs clearance. Customs clearance procedures may delay the delivery outside of the estimated delivery time.

Tracking Your Order

For the most up-to-date information on the status of your order please use the courier's online tracking platform first before contacting us. It is best to allow up to 2 business days for the tracking number to show up in the online tracking system.

Refused shipments

If the shipment is refused and returned to us we will contact you with the option of paying the re-delivery fee before again shipping out or a refund for your purchase minus the return shipping fee.

Lost shipments

We understand that sometimes parcels do get lost in the system. We are more than happy to help out tracking down your shipment and in the unfortunate case that the shipment is confirmed as lost, to refund your purchase.

REFUND OR RETURN POLICIES

Defective or incorrect items

If you received a defective item or if you received a different item to what you ordered please contact our customer service team at Contact Us within 7 days of receiving your order. Please describe the problem and attach photos if possible. Once we confirm the case please return the item by regular airmail and let us know the tracking number.

You will be reimbursed for the return shipping cost through your original payment method upon presenting a copy of the post office/courier receipt.

Once we have received your return we will process your refund payment within 14 working days.

Customs taxes and duties are non-refundable. You may be able to recover it by contacting your local customs office directly. This method may not be available for all countries so we suggest hiring a customs broker to help you through the process. Please note we are unable to refund any exchange rate or handling fees charged by your payment provider.

Please note: many of our pots have individual manufacturing processes, so variations occur in color, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault.

If you change your mind:

If you want to return a product because you have changed your mind, please use the contact us form within 7 days of receiving your items to let us know.

You will then have a further 7 days to return your items to us, unused and in a resalable condition with the original packaging and all the tags, labels and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.

Return costs are your responsibility and returns are sent at your risk re damage or loss. We therefore advise that you use a tracked service to cover lost parcels, but please note most carriers do not provide cover for damage fragile items.

Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit.

Once we have received your return we will process your refund payment within 14 working days.

Exchanges

To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.

Refund Policy for Personalised Items

Because each personalised item is uniquely created to your specifications, we are unable to accept returns or offer refunds on these items unless there is a defect in the product itself, or an error in the personalisation on our part.

Non-Refundable Items:

Due to the custom nature of personalised goods, all sales are final for the following items:

Items that have been personalised with names, dates, initials, monograms, photos, or any other custom text or design provided by the customer.
Items that have been altered or modified at the customer's request.

Specifically, we do not offer refunds for:

Buyer's remorse: If you simply change your mind after placing the order, a refund will not be issued.
Incorrect information provided by the customer: If the personalization error is due to incorrect information provided by you (e.g., misspelled name, wrong date), a refund or replacement will not be offered. Please double-check all personalization details before submitting your order.
Slight color variations: While we strive to accurately represent the colors of our products, slight variations may occur due to screen settings and printing processes. These variations are not considered defects and are not eligible for refunds.
Shipping delays: We are not responsible for delays caused by the shipping carrier. While we will do our best to assist you in tracking your package, shipping delays are not a basis for a refund.

Refundable Items (Conditions):

We will gladly offer a refund or replacement if:

Defective Product: The personalised item arrives damaged or with a manufacturing defect. You must notify us within [Number] days of receiving your order with clear photographic evidence of the damage.
Personalization Error (Our Fault): The personalization on the item does not match the specifications you provided in your order. You must notify us within [Number] days of receiving your order with clear photographic evidence of the error.

Process for Refunds/Replacements:

Contact Us: - within 7 days of receiving your order if you believe you are eligible for a refund or replacement due to a defect or personalisation error on our part.
Provide Information: Please provide your order number, a detailed description of the issue, and clear photographic evidence of the defect or error.
Review: We will review your claim and respond within [Number] business days.
Resolution: If your claim is approved, we will either:
- Replace the item: We will create and ship a replacement item at no additional cost to you.
- Issue a refund: We will issue a refund to your original payment method.

Cancellations:

Orders for personalised items can only be cancelled within 2 hours of placing the order. After this time, the order is considered final and cannot be cancelled due to the immediate commencement of the personalisation process.