Refund policy

Plants and living products

High quality and healthy house plants is what we are about. We know purchasing plants online can be a daunting experience. To ensure you a stress free experience we offer a 7 Day Plant Guarantee for plants purchased online. If your plant arrives damaged or not in great shape please notify us within 7 days of delivery, and we will offer you a replacement, refund or credit (at our discretion).

1. Simply take a photo and send your order number to bespokeplants@gmail.com. Please note we are unable to provide refunds via social media platforms, so be sure to email us for the fastest response.
2. Upon request, the damaged plant will need to be posted back to us. Should postage costs be incurred, this will be reimbursed back to your account should the plant be deemed with significant damage.

Things to note before buying plants online

1. Plants are living and perishable, and just like any living things require proper environment and care.

2. We will pick the healthiest and best looking plant(s) for you. Once a plant is put in the post, it is beyond our control how long it takes to reach you. We ship all plant orders on Mondays to try and ensure they are delivered within the week.

3. We will do our best when packing but please allow for some leaf damage during transportation due to packaging or climate change. If your plant looks like it has wilted during transit, we recommend giving it some water right away – this should help it to recover and settle in. You can reach out to us on Instagram if you need some advice.

4. All plants go through acclimatisation period after being transported and during major season changes. Some lower leaves might turn yellow or brown, plant might drop some leaves during these periods. Please also note high variegated plants and rare plants are often sensitive to transport shock.

5. Care instructions will be provided - please note that these are guidelines. How often you will need to water and fertilise will depend mostly on their new environment. If you need some specific tips for your space please email us at bespokeplants@gmail.com or send us a message via Instagram.

Non Perishable goods

We have a 30-day return policy for damaged or faulty goods, as a small business we cannot always offer a refund simply for a change of mind. Please email us to discuss this first.

Upon receipt, please inspect your purchase and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

To start a return, you can contact us at bespokeplants@gmail.com. If your return is accepted, we’ll send you instructions on how and where to return your package. Items returned back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at bespokeplants@gmail.com.

Exceptions / non-returnable items
Certain types of items cannot be returned due to a change of mind, like perishable goods (such as plants), and custom products (such as special orders or personalised items).
Unfortunately, we cannot accept returns on sale items or gift cards.  

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds from your financial institution can take