Dear Fellow Gardening Enthusiast,

At Garden Grace Store, we believe your gardening journey should be as seamless and joyful as watching your plants flourish. We are committed to delivering your botanical treasures with care and precision. This policy details our shipping methods and our straightforward returns process, designed with your complete satisfaction in mind.

Shipping Information

We strive to process and dispatch all orders with the utmost care to ensure your plants begin their new life with you in perfect health.

Order Processing Time: All orders are carefully hand-picked and packed by our team. Please allow 1-2 business days for order processing before your item is shipped.

Shipping Methods & Delivery Timelines: We offer two reliable shipping options to cater to your needs:

  • Standard Shipping (£12.95): We partner with trusted carriers like DHL or FedEx for a swift and secure delivery. Your order will typically arrive within 10-15 business days after dispatch.
  • Free Shipping: For orders over £50, we offer free shipping via EMS. Please allow 15-25 business days for delivery after dispatch.

Please note: The above delivery times are estimates and may be subject to slight variations due to customs clearance procedures or factors beyond our control. We do not currently ship to all parts of Asia and a few select remote regions.

Our Returns & Exchanges Promise

We want you to be completely delighted with your purchase. If you are not satisfied, we offer a 15-day return or exchange policy from the date you receive your items.

The Returns & Exchanges Process

To initiate a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receiving your order, please email us at [email protected] with your order number and the reason for your return or exchange. This allows us to assist you promptly.
  2. Wait for Instructions: Our dedicated customer care team will respond within 2 business days with a Returns Authorisation Number and specific instructions on where to send the item. Please do not send items back without this number.
  3. Pack and Ship: Carefully repack the plant(s) in their original packaging, if possible, to ensure safe transit. Include a copy of your original order confirmation or a note with your name and order number. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped).
  4. Processing: Once we receive and inspect the returned item, we will process your exchange or refund within 5 business days.

Refund Timelines and Methods

Your happiness is our priority. Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Please allow 5-10 business days for the refund to be fully processed and appear in your account. The timing depends on the policies of your card issuer or PayPal.

Please note that original shipping fees are non-refundable.

⚠️ Non-Returnable Items

To ensure the health and viability of all our living products, we are unable to accept returns on the following items unless they arrive dead or damaged:

All live plants, bulbs, and rhizomes (e.g., ACANTHOPHYLLUM, ACANTHUS, ACHILLEA, ACIS, ACONITUM, ACTAEA, ADENOPHORA, AGASTACHE, AGERATUM, AJUGA, ALCALTHAEA, ALCEA, ALCHEMILLA, ALLIUM, ALSTROEMERIA, ALTHAEA, AMSONIA).

If your live plant arrives damaged or DOA (Dead on Arrival), please contact us within 48 hours of delivery with clear photographs, and we will gladly send a replacement or issue a refund.

We are here to ensure your experience with Garden Grace Store is a wonderful one. Thank you for trusting us with your garden.

Warmly,
The Garden Grace Store Team