Contact Us | Arrival Issues

Unpack the plant promptly and check the plant and packaging.

Take clear photos of the whole plant, close-ups of the damage, and the packaging/box (including the shipping label). Take photos on the day of delivery whenever possible and keep the packaging until the case is resolved.

Report the issue via Arrival Issues and include your order number.

Assessment and remedies follow our Returns & Refunds policy.

For immediate after-delivery steps, see Plant Care After Delivery.

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Please include clear photos in good light. As a minimum: (1) the whole plant, (2) close-ups of the issue, (3) pot and substrate surface, (4) inside packaging and protection materials, (5) the outside of the box, and (6) the shipping label.

If more than one plant is affected, add one overview photo of everything received, then close-ups per plant.

If you can only send a few photos, prioritise: whole plant, close-up of the issue, and the shipping label.

Send the report via Arrival Issues and include your order number.

Unpack promptly, remove wrapping carefully, and let the plant reach room temperature in a stable spot away from drafts and heat sources.

Some droop or leaf drop can be normal travel stress. Use Plant Care After Delivery for practical setup steps.

If you see severe collapse, black/mushy tissue, or obvious damage, take clear photos and report it via Arrival Issues with your order number.

Rules and remedies are explained on Returns & Refunds.

Check your order confirmation and tracking emails first. Some orders ship in multiple parcels, each with its own tracking link.

If all parcels show as delivered and an item is still missing, or if the wrong item arrived, contact Arrival Issues with your order number. Photos of what you received and the packaging help speed up the review.

Rules and remedies are explained on Returns & Refunds.