A problem with your order? Let’s talk.
A damaged plant, a faulty item or a packing mistake: tell us what happened so we can review your request.
Help us understand
Include your order number if you have it, the names of the affected items and a description of the problem. Photos of the product, parcel and shipping label can help. Keep the packaging if possible while we review your request.
Common situations
A plant has arrived in poor condition
Collect and open your parcel promptly. If you notice a problem, take photos and contact us as soon as possible, describing the plants’ condition on arrival. We will explain what information is needed and the next steps. A difference between the appearance of a supplied plant and mature aquarium growth may need an explanation; it is not, by itself, grounds for dismissing a claim.
An item is damaged or faulty
Describe the fault and the circumstances in which it appears. Stop using the product if you believe it may be unsafe. Contact us before returning it so we can organise the appropriate steps. Your applicable rights do not depend on an additional commercial warranty.
An item is missing or I received a different product
Tell us what you ordered and what you received. Check whether a separate shipment has been announced. We will review the situation using your order information.
I would like to change or cancel my order
Contact us promptly with your order number and the change you would like to make. We will check the preparation status and available options. Your request is not confirmed until we reply. If an exceptional additional shipping charge is proposed before dispatch, you can accept it or request a refund under the shipping procedure presented.
I would like to return an item that is not faulty
Contact us before sending an item back. Conditions for a change-of-mind return are separate from those for a faulty, damaged or non-conforming product. We will explain the conditions applicable to your request.
What solutions are available?
The appropriate solution depends on the issue, the applicable conditions and your rights. We will explain the next steps after reviewing your request.
Your rights
Your legal rights remain applicable. This page does not replace or limit them.