Refund policy

Last updated 10 September 2026

In short

If anything is wrong with your order, we put it right: a replacement or a full refund, your choice, and you never have to send anything back. We do not offer returns for a change of mind, and we would rather tell you that plainly here than hide it in small print. Everything below is the detail.

1. If your order arrives damaged, faulty or wrong

This covers a piece that arrives damaged in transit, a manufacturing fault, an item that is not what you ordered (wrong size, wrong finish), or parts missing from the box.

Tell us within 14 days of the delivery date through our contact form. Include your order number, a sentence or two about the problem, and photos of the piece and the packaging. Then you choose:

A replacement, sent out at our cost, or
A full refund of everything you paid.

You do not need to return the piece. Keep it, give it away or recycle it, whatever suits you.

If the problem is minor and you would rather keep the piece as it is (a few crumpled leaves, a scuff on a pot, a branch that needs reshaping), we can offer a partial refund instead. That is offered only if you prefer it; it is never a substitute for the replacement or full refund you are entitled to.

A few things are normal and are not faults: leaves arrive folded and need a minute of shaping; a new piece can carry a faint factory smell that clears within about fifteen minutes of unboxing; a leaf that has worked loose in transit presses straight back on. Our Common questions on each product page cover these.

2. If your order does not arrive

Every order is tracked. If the tracking shows your parcel has not been delivered within 30 days of dispatch, tell us and you choose a replacement or a full refund. If the tracking shows your parcel as delivered but you do not have it, tell us within 7 days of that scan and we will open a trace with the carrier and keep you updated; if it cannot be found, we replace or refund in the same way.

3. Cancelling an order

You can cancel for a full refund at any time before dispatch. Message us with your order number and we will confirm the cancellation. Once a piece has left our makers’ workshop it cannot be recalled, so a cancellation requested after dispatch is treated as a change of mind (section 4).

4. Changed your mind?

We do not accept returns for change of mind, and we do not refund change-of-mind orders. Each piece travels direct from the makers’ workshop to your door, and the journey back would cost more than the piece itself, a cost we would have to build into every price if we offered it.

Instead we work to make sure you know exactly what you are buying: every piece is photographed in a real room rather than on a white background; every size lists its exact height in inches; the estimated arrival dates are shown before you pay; and we answer questions through the contact form before you order. If you are torn between two sizes or unsure about a finish, ask us first and we will help you choose.

5. Wrong delivery address

We can change the delivery address at any time before dispatch. If an order is dispatched to an address that was entered incorrectly and cannot be delivered, we will help you recover it with the carrier, but we cannot refund or replace a parcel lost for that reason.

6. How refunds are paid

Refunds go back to the payment method you used to place the order. We issue them as soon as the claim is agreed, and they usually appear on your statement within 5 to 10 business days, depending on your bank or card issuer. We will email you the moment the refund has been issued.

7. How to make a claim

Go to our contact form.
Give us your order number, a short description of the problem, and photos of the piece and the packaging.
Tell us whether you would prefer a replacement or a refund.

We reply within one business day, and most claims are settled in that first reply.

8. Trade and volume orders

Orders quoted as trade or volume orders are covered by the terms in the quote, which will include delivery and any acceptance inspection. Section 1 applies to them in full: anything damaged, faulty or wrong is replaced or refunded.