Refund policy
Plants are live products and we strongly recommend contacting us as soon as possible if you decide to cancel your order or return it. Please inspect your order upon arrival.
If you have any queries email us at onlineorders@conservatoryarchives.co.uk or call at 07470641306 (Lower Clapton Road) or 07502 920541 (Middleton Mews). (Check store opening hours).
Cancellations
Cancellations will be accepted if made prior to receiving the dispatch note. After the items are dispatched, they can only be returned back to us. Conservatory Archives does not cover return shipping costs.
Issues and damages on delivery
If you think your order has arrived with any damages or health issues, please contact us within 24 hours of receiving your parcel and provide clear photographs of said damages or issues. Conservatory Archives does not accept liability for damages on delivery beyond 24 hours. This may include photos of the box or packaging which may have been mishandled by the courier.
If the damage involves a plant, please do not carry out any plant care which will affect the health and state of the plant; repotting, replanting, pruning, watering, feeding. If any of these have been carried out we cannot guarantee a refund or exchange. We may ask you some questions to find out what the issue at hand is and offer some advice if it is fixable.
Aesthetic imperfections do not constitute significant damage, unless the aesthetic aspect is the essence of the product. Such imperfections may include; natural variations, broken or ripped leaves, scratches on plant surface or other minor cosmetic marks, soil fallen out of pot, stems becoming dislodged/loose from transit.
In cases of significant damage Conservatory Archives may cover return shipping, issue a refund or ship out a replacement. Significant plant damage and issues, which will affect the long term health and growth of the plant, may include; pests, diseases, rot, breakages which lead to plant failure. Unless agreed otherwise, Conservatory Archives requires the damaged or ill item to be sent back before issuing a refund or replacement.
Returns
After receiving your items, you have a period of 14 days to return your order. Please contact us first so we can advise on shipping live products safely, as this may differ between species. Please ensure the items are packaged in the same way as you received them, using the original packaging, and shipped with an equivalent provider.
For London based deliveries we use our own delivery service, and the cost of collection will vary depending on order size and postcode.
For deliveries outside of London, using a third party courier, once the return has been confirmed we can email over a returns label.
Any issues which occur beyond the period of 14 days are beyond our control, but we are more than happy to help with any advice to help your plants perk up. Please email plantsos@conservatoryarchives.co.uk.
Refunds
Once the plant has been returned back to us, we will inspect it to make sure it’s in a similar condition to how it was received, and then issue a refund or ship out a replacement if agreed upon. Once a refund has been confirmed and issued, it can take a few days for funds to be back in your account. The agreed upon amount will be refunded on your original payment method.
Conservatory Archives cannot issue refunds or accept exchanges if contacted past the period of 14 days. Conservatory Archives also cannot issue refunds on items which have gone missing or suffered damage due to being left outside or in a safe space (or with a neighbour) by a third party courier at the customer’s request. This also applies if multiple deliveries have been missed by the customer.
In store collection
If placing an order for collection in store please do so within 14 days after receiving your pick-up notification. If you cannot collect your order within this period please contact us as soon as possible.
Missing items
If you think any items from your order are missing or wrong upon arrival please contact us within 24 hours, and provide photographs of the parcel and packaging. Once confirmed and agreed upon we will either ship out the missing item, or email over a returns label so the wrong item can be returned to us and the correct item then shipped out.
Natural variations
As plants are living things, it’s normal for natural variations to occur across specimens in terms of shape, colour, and size. Please note that due to their natural variability, specimens' height may vary between 10-20% of the height stated on our website.
We try our best to pick specimens which are as close as possible to the likeness seen in our photographs online, but due to natural variations they can sometimes be different. If available specimens vary greatly from our online photographs we will contact you before shipping.
Once you have received your items please follow this after care advice (link to separate page).
Purchasing your plants
Plants are alive and not simply static objects, requiring more consideration and care. All of the plants available on our website are physically present in our London stores (and countless more which are not available online); we do not have a warehouse, we simply display them within the shops.
Locals can visit us in person to see exact specimens listed online, or those further afield can request images via email. Just contact us: onlineorders@conservatoryarchives.co.uk
Receiving your plants
We recommend you carefully unwrap and inspect your order upon arrival and contact us within 24 hours if plants (or other items) arrive with any damages or issues.
Delivery
Local hand delivery is available within the London area for orders that are fulfilled from a single location. Outside of London we use a third party courier, and because of this we recommend customers avoid rescheduling deliveries or leaving them in a safe place outside, particularly during the colder months as plants can suffer if left in storage or outdoors. Shock and signs of stress from cold damage can happen immediately and lead to plants deteriorating almost overnight.
Some minor signs of stress are completely normal for plants which have just been in transit or changed locations. Some yellowing or small cosmetic marks are likely to occur. This is especially the case for any orders placed during the autumn and winter seasons, as during this time many plants are dormant and therefore more vulnerable to issues.
Yellowing leaves are also usually natural occurrences as plants mature however, and these are likely to happen lower down on the plant or generally on older growth.
Winter, acclimatising and plant care
When you first get your plants home they will need time to adjust, especially during autumn and winter, so you may see some changes and possibly leaf loss. Finding the perfect spot for them and providing them with their ideal care and consistency will help them acclimatise and reduce any chance of issues occurring. If the plants are not provided with their ideal care they are likely to suffer and deteriorate.
Some tips for each plant can be found on individual plant pages on our website, but if you would like a detailed care guide for your plants then please email plantsos@conservatoryarchives.co.uk.
Due to less than optimal conditions of the colder months, plants typically look slightly sadder than normal. During these months it’s crucial that your plants don’t experience really low temperatures (especially if the soil is moist). Low temperatures especially affect tropical plants which originate from warm and humid climates. Avoid placing plants close to a source of heat that may be on during the winter months, as that can further dry them and the air around them out. Look out for brown and crispy leaf edges as indicators of a lack of humidity.
After receiving your plants, avoid any repotting, replanting, feeding, or other drastic changes, which will shock the plant, for at least 14 days (as per our returns and refunds policy). As your plants are trying to adapt to the changes in conditions after being moved from our stores, where they get optimal light and round the clock care, it’s important to simply provide them with the ideal light and watering. Wait for them to acclimatise for at least a few weeks before making any changes.
For any queries or uncertainties you have regarding plant care please email plantsos@conservatoryarchives.co.uk.