Refund policy
What to do if I have an issue with my order
We check all items thoroughly before they are available for sale and uphold a rigourous routine of caring for plants until they are sold. However, we understand that issues can arise.
We do our best to pack all our orders carefully but given the delicate nature of our plants, you may notice occasional leaf shedding and/or some damage during transit. Rest assured, this won't harm the plant's overall health.
We're here to assist with any significantly damaged plants that could impact their well-being. Simply reach out to us should you have concerns about the health of your plant. If this is the case, please provide photos of the affected plants and packaging within three business days of delivery. We will then promptly assess the situation and may offer advice and reassurance or arrange another suitable solution.
Please be aware that queries submitted after this three-day period may hinder our ability to process refunds.
Due to the nature of our products, we do not accept returns for live plants, rescue plants and sale items. Other products (pots, plant care products, and accessories) may be eligible for return if they are unused and in their original packaging.
If you receive a faulty or damaged product, please contact us within 14 days of purchase.
How to raise a query
- Contact us within 14 days of purchase (or 3 days if your issue is with a plant) by replying to your order confirmation email or emailing us at info@fern-ivy.co.uk.
- Provide your order number and details about the issue including photos.
- We will endeavour to find a suitable solution within 7 business days.
Return Shipping Costs
- If a return is due to a faulty or damaged product, or an error on our part, we will cover the return shipping costs.
- If the return is due to a change of mind or any reason other than our error, the customer is responsible for covering the return shipping costs.
Refunds
If your return is approved, we will process your refund to the original payment method. Please allow up to 7 business days for the funds to appear in your account.
- For returns due to our error (faulty, damaged, or incorrect items), we will also refund the original shipping cost.
- For returns not due to our error, the original shipping cost will not be refunded.
Contact Us
For any questions or concerns regarding shipping or returns, please contact us by replying to your order confirmation email or emailing us at info@fern-ivy.co.uk.
Legal Compliance
This policy is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which provide you with rights and protections when shopping online.