SHIPPING AND RETURNS
Our Shipping Policy
How will my plants arrive?
Our number one priority is that our plants arrive in happy, healthy conditions. Some of our plants ship directly potted in our earthenware plants, while others ship in their nursery grow pot placed inside the planter. We tend to ship plants that have dry so - this intentional because we have found that shipping plants dry keeps them warmer and prevents root rot. It's very easy for the roots to rot if shipped in wet or soggy soil. Some of our fussier houseplants don't love being shipped (we're looking at you, begonias) and often look a bit sad and droopy on arrival. Don't fret - just remove plants from the box and follow their care instructions and they will perk right up. Allow your new plant babies to adjust to their new home before repotting (read below). Just remember plants are living things and shipping something through the post that is alive always comes with risks. Rest assured, we have shipped hundreds of houseplants, and very few, if any, die in transit.
When will my plant ship?
We ship our houseplants on Mondays and Tuesdays. For South Island orders and cacti and succulent orders, we will also ship Wednesdays. We take this extra step to ensure that our houseplants arrive as quickly as possible and to minimize the time they might sit in a depot (like over the weekend). We ship all other products from Mondays to Fridays.
That said, in extenuating circumstances such as extreme cold, or when inclement weather may cause delayed delivery, we may hold off on shipping your plants until the situation improves. If the delay will be more than a few days, we'll reach out to you and let you know what to expect. We typically hold plant shipments when daytime temperatures at the destination drop below 5 degrees.
It's also important to note that during winter, it's even more important to make sure someone is at home and available to receive your box when it is delivered. Please follow the tracking updates closely! If your box sits out on a cold porch, the plant will quickly be compromised; we can't take responsibility for damage incurred to plants after they're delivered.
Why do some plants ship differently?
You never know what adventures a plant can get into making its way to your home! Most of our small and medium plants ship in their nursery grow pot to allow for a safe and comfy ride all the way to your doorstep. Allowing plants to stay in their original pot while being shipped helps reduce the risk of stress and shock that could happen if they were to be placed in a new pot before leaving the greenhouse.
Most of our younger, mini, and x-small plants ship directly potted; they do not seem to mind and we take extra precautions here.
At our shop in Lyttelton, we offer freshly pot plants in-store for our customers. Plants potted in our shops have a shorter journey to your home so we love offering this service for local plant parents.
Should I repot my plant once it arrives?
The short answer is, no. First, let your plant acclimate to its new environment. Place the plant in the spot you plan to keep it in. Let it settle in for about two weeks.
After two weeks, your plant has adjusted - your home's light levels and temperature differ from a greenhouse! - and you can pot it into its ceramic planter if you choose. You might notice your plant's earthenware planter is wider than the plant's nursery pot. This space is for your plant to grow into, should you choose to repot it. But remember, this is optional: as long as your plant still has room to grow in its nursery grow pot, and looks happy and healthy, you don’t need to lift a finger!
For some, the mantra "plant care is self-care" means the convenience of leaving it in the nursery grow pot and for others, it may mean getting your hands dirty to repot. Do what works best for you! Do not be afraid to try different methods for different plants
Why does my plant look different from the website?
Live plants and small-batch pottery will have variations in color, texture, finish, and size. While we make every effort to display our potted plants as accurately as possible, there may be subtle differences from what is displayed online.
Return Policy for Online/Shipped Orders
We hope you love your order, but we understand that not every purchase works out.
This policy applies only to shipped orders, purchased on our website. For information on returning a local pickup order or a purchase made at our retail store, see below.
Due to the sensitive nature of live plants, we do not accept returns on any plant items. We want you to be happy with your plants. Please contact us if you have any concerns about your order.
Returning other items
We accept returns on unused items in their original packaging within 7 days of delivery, excluding plants. If you'd like to make a return, please be sure to keep the original packing materials, and fill out our contact form. We will reply with further instructions.
Online orders are not eligible for exchange.
In order to return an order, you must contact us first. Returns can be mailed to: 8 London Street, Lyttelton 8082. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.
You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.
Sale and clearance items
Only regular-priced items may be returned, unfortunately, sale or clearance items cannot be returned.
No matter how carefully we pack our boxes, the shipping process is not always gentle. In the event that items (including plants) are damaged in transit, we'll happily work with you to find an appropriate solution, such as a replacement or credit. It's our goal for you to be happy!
Please examine your order for issues upon arrival and send photos of the item(s) as soon as possible and within 7 days of receiving your package using our contact form. We will reply with next steps.
Please retain any damaged items and original packing materials until receiving further instructions. It's a requirement for lodged freight damage claims.
Please note, shipping fees are non-refundable.
Return Policy for In-Store Purchases & Local Pickup Orders
This policy applies only to local pickup orders and purchases made at our Lyttelton retail store. For information on returning an online order that was shipped, please read above.
Returns & exchanges
You are welcome to make a return or exchange for any item (including plants!) in its original unused, unopened, and undamaged condition within 7 days of purchase. In order to be eligible for return or exchange, potted plants must be in their original grower's pot.
Simply bring all items with your receipt within 7 days of purchase to our Lyttelton, and one of our team members will be happy to help you pick out something new, or issue you a refund in the form of store credit.
Already Repotted Your Plant?
f you've repotted your plant within 7 days of purchase, it can no longer be returned without authorization. If something's going wrong, we want to hear about it and will work with you to find a solution! Please fill out our contact form and include pictures of your plant(s) and we'll get back to you soon.
If you would like to contact us concerning any matter relating to this Refund Policy, you may do so via the contact form.
This document was last updated on August 1, 2021.