Welcome to Fresh Plant World, where we cultivate joy and beauty in every corner of your home and garden. Our commitment to quality and your complete satisfaction extends from the moment you browse our collections to the day your order arrives at your door. Below, you’ll find detailed information about our shipping and returns processes, designed with the same care and transparency that defines our entire service.

Shipping Information

We strive to process and dispatch your order as swiftly as possible, ensuring your plants and garden treasures reach you in perfect condition.

Order Processing Time

All orders are processed within 1–2 business days (excluding weekends and public holidays). You will receive a confirmation email with tracking details once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

  • Standard Shipping – £12.95
    We ship via DHL or FedEx. Delivery typically takes 10–15 business days after dispatch. This service includes full tracking and insurance.
  • Free Shipping
    For orders over £50, we offer free shipping via EMS. Delivery typically takes 15–25 business days after dispatch. A tracking number will be provided.

Please note: Delivery times are estimates and may vary depending on your location and customs procedures. We currently ship globally but are unable to deliver to some remote areas and parts of Asia.

Payment Methods

We accept the following secure payment methods: Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges Policy

We stand behind the quality of our products. If your purchase doesn’t meet your expectations, we’re here to help. Our returns process is straightforward and designed with your convenience in mind.

Our Promise: We understand that selecting the perfect Collector Plant, Evergreen Collection piece, or Christmas ornament is a thoughtful process. Our goal is for every item to meet your highest expectations.

Key Policy Overview

  • Return Window: You have 15 days from the date you receive your item to initiate a return or exchange.
  • Condition: Items must be unused, in their original packaging, and in the same condition as when you received them.
  • Proof of Purchase: Your order number or receipt is required.
  • Return Shipping: Customers are responsible for the cost of return shipping, unless the return is due to our error or a defective item.

⚠️ Important: Non-Returnable Items

To ensure the health and safety of all our products, certain items are final sale and cannot be returned or exchanged:

  • Fresh-cut Christmas Tree Collection: Due to their perishable nature, all fresh-cut trees are final sale.
  • Plants (All Categories): This includes Collector Plants, Full Sun Plants, and any other live plants. Their health is our priority, and their condition can change rapidly after leaving our care.
  • Opened or Used Garden Supplies & Plant Care Products: Such as opened bags of soil, used tools, or applied fertilizers/chemicals for hygiene and safety reasons.
  • Seasonal or sale items may be marked as final sale at the time of purchase.

All other items, including Artificial Christmas Trees, Christmas Decor, Outdoor Planters, Potting Supplies, and unopened Tools & Accessories are eligible for return within the 15-day window.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Care team at [email protected]. Use the template below to ensure we have all necessary information to assist you promptly.

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Fresh Plant World Team,

I would like to request a [Return / Exchange] for my recent order.

Order Number: [Please insert your order number] Product Name(s): [e.g., ‘Nordic Frost Artificial Tree – 6ft’, ‘Ceramic Herb Planter – Large’] Reason for Return/Exchange: [e.g., Incorrect item received, Changed my mind, Item damaged upon arrival]
I have reviewed the Returns Policy and confirm the item(s) are unused, in original packaging, and are eligible for return.

My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for: [Please specify desired product/variant] [ ] Store Credit

Thank you for your assistance.

Best regards,
[Your Full Name]

Step 2: Receive Instructions & Return Authorization

We will respond within 2 business days with a Return Merchandise Authorization (RMA) number, our secure return address (based in the UK), and detailed packaging instructions. Please do not ship returns without an RMA number.

Step 3: Ship Your Return

Securely package the item(s) with all original materials. Include a copy of your order confirmation or the RMA email inside the package. Clearly write the RMA number on the outside of the box. We recommend using a trackable and insured shipping service. Return shipping costs are the customer’s responsibility.

Step 4: Our Inspection & Your Resolution

Once we receive your return at our facility, our team will inspect it within 3–5 business days. We will then notify you via email about the status of your refund or exchange.

Refunds: Timing & Method

Your satisfaction is our root value. Upon approval of your return:

  • Timing: Refunds are processed within 7–10 business days after we receive and approve the returned item.
  • Method: The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Please note that depending on your bank or PayPal account, it may take an additional 3–5 business days for the refund to appear on your statement.
  • Deductions: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Exchanges

Need a different size, colour, or item? We happily process exchanges for eligible products. Follow the return process above, indicating “Exchange” as your preferred resolution and specifying the desired item. Once your return is approved, we will ship the replacement item to you via our standard shipping method (DHL/FedEx).

If the exchange item is of higher value, we will invoice you for the difference. If it is of lower value, we will refund the difference to your original payment method.

Damaged, Defective, or Incorrect Items

We deeply apologise if your item arrives damaged, is defective, or is not what you ordered. This is not the standard we strive for. In such cases:

  • Contact us at [email protected] within 48 hours of delivery.
  • Please include your order number and photos/video clearly showing the issue.
  • We will arrange a prepaid return label or a replacement shipment at no cost to you, and handle the process with priority.

Need Further Assistance?

Our dedicated team of plant and garden enthusiasts is here to help you with any questions about returns, exchanges, or your order.

Email: [email protected]
Address: Fresh Plant World, 5 George St, Manchester, GB M6A 3HW, United Kingdom

Thank you for being part of the Fresh Plant World community. We are committed to ensuring your gardening and decorating journey is as thriving and joyful as the plants we cherish.

Warmly,
The Fresh Plant World Team