Change of Mind
Because our products are made to order, we do not accept refunds to products that have already been made for you, due to having a change of mind. However if you are unhappy with how your item is made please contact us and we will do our best to rectify the problem . Please let us know within 7 days of the order being received by you by phone or email
If you have a change of mind in the days after purchasing and your product has not been made yet, we can give you a full refund back to the card you paid on but less a 3% admin fee to cover our costs to our payment provider. Please contact us ASAP to see if your product has been made yet. Refunds take between 7-10 days to appear back in your bank account.
Faulty/Damaged Products
If the product you have received has been damaged in transit by our courier company you must contact us the day you receive it by email or phone. A picture of the damage is helpful here, for us to start the exchange process. We will then make up another item and send it to you at our earliest convenience and have the driver collect the damaged item from you. Please make sure the item is in the original packaging it came in and is left in a spot where the driver can see it to collect it if you are not home at the time of delivery.
If you have received a product from us that has partially perished within 2 weeks of purchasing and you have cared for it as per the care instructions on the reverse of the tag (for example a plant within your terrarium has died), we will fix this up at no cost to you (on very rare occasion some plants do not survive being replanted) . Please make an appointment to return it to our workshop at 2/14 Greenvalley Rise, Glenfield and we will replace it while you wait.
If an issue has arisen after the 2 week policy period please contact us as we may still approve you for this replacement dependent on the situation and at our own discretion. If after some time your terrarium needs a refresh, we can replant if for you. The cost of this is dependant on the amount of plants we use in your re-planted terrarium.
Need help?
Contact us for questions related to refunds and returns.
