FREE DELIVERY on all orders over £50! Automatically applied at checkout :)

FAQ

DELIVERY.

 

How much is delivery? Why does my item cost x to ship?

Postage costs start at 50p and are capped at £5.00. Costs are automated based on the size and weight of your chosen items.

Can you ship to the EU/U.S.A?

We are able to ship all orders throughout the EU! Postage starts at £14, using UPS. Unfortunately due to customs and high shipping costs, we cannot ship to the USA at this time!

Where is my order? How long will it take to arrive?

We pack and ship all our orders on Mondays - Thursday. We don't ship orders which include plants close to the weekend to avoid any delay in their shipment.

You will receive a confirmation email after you place your order. Once your order is packed and ready we will send a dispatch notification with tracking info! We use a next-day shipping service, but do be aware that shipping is slightly slower these days due to current circumstances.

If you receive a ‘Delay’ message from DHL, please allow 3 working days before emailing us - they are currently very busy so some parcels are taking a little longer to reach their destinations!

 

RETURNS.

 

I do not want my item, can it be returned?

Our returns policy allows 14 days from receipt. This is reduced to 10 days for plants. Please email hello@elmshop.co.uk to arrange a return. Please be aware as a small independent business we cannot offer free returns unless your item is faulty.

Any non-faulty items need to be sent back to us in a re-sellable condition.

We are happy to replace or refund any items which have been damaged in transit - please email good quality photos to hello@elmshop.co.uk up to 5 days after the arrival of your items.

Can I return an item I bought in the sale?

Unfortunately not - sorry!

 

PLANT ORDERS.

 

How do you pack your plants?

We pack all of our plant orders using eco-friendly packing peanuts (dissolvable in water!) and Kraft paper. We try our best to make our orders as secure as possible, but please note that there may be the odd missing leaf or broken branch out of our control.

If your order has been severely damaged in transit (a very rare occurrence!) please do send an email to hello@elmshop.co.uk and we can take a look and try our best to help.

I’m unsure of how to care for my plants!

Use our contact form above, give us a bell or send us an email and we can do our best to help.

What are the plants called that I received in my Mystery Box?

Send over any pictures of unknown plants to hello@elmshop.co.uk and we can identify them for you!

My plant has died/is on its last legs :-(

We guarantee our plants for 10 days from receipt. It becomes your responsibility to maintain care of your plants after the time of purchase. We only provide the best quality plants and cannot be held responsible for any neglect or mis-care. If your plant has become unwell before the 10 days period do let us know via hello@elmshop.co.uk (and attach some pics!)

I ordered last week and my plant has not arrived/I haven’t received any delivery info.

All plant orders are posted using a next day delivery service. Any orders placed after 1pm on Thursday, may not be shipped until the following Monday. Doing this avoids your plant being cooped up in a box and with the courier all weekend! This may be the reason for any delays.

I want to send a plant for a specific date, can you do this?

Please leave a note at the checkout if you have a preferred date for delivery, we will do our best to fulfil your order for delivery on this date.

 

CLICK AND COLLECT.

 

How long will it take for my click + collect order to arrive in store?

Click and Collect orders are picked and packed at the soonest possible date and are held indefinitely. You will receive an email when its ready to collect! On collection of your order please bring a screenshot or print out with your order number and confirmation email. 

I can’t make it to the shop for a little while to pick up my order. Is this ok?

If you are ordering live plants these are picked on the day, and for that reason it is recommended they are picked up within 3 days of placing the order - if you cannot make it by then do let us know so we can do our best to care for your plant while it is still in our hands. Any other items will be held aside for you - but do let us know if you can’t make it to the shop for a considerable amount of time!

 

 

If you have any other questions or queries not answered here, please visit the ‘Contact’ page above! :-)