FREQUENTLY ASKED QUESTIONS

We source our amazing stock from all over the world, including the USA, Thailand and The Netherlands.
At this time we do not take preorders.
We accept PayPal and credit / debit cards.

Our shipping rates are as follows:

  • UK: £5 (DPD Delivery)
  • EU: £15 (DPD Delivery)
  • Europe (Non EC) : We do not ship outside the EU.
  • US / Canada: At present we do not ship.
  • At present we do not ship to Australia.
We ship in double walled strong cardboard boxes, with air cushion packages to keep the plants as safe as possible. Generally, plants are shipped rooted in damp sphagnum moss or Leca, others in a mix of coir.
We pack and ship all orders on Mondays and Tuesdays to avoid unnecessarily long transit times. Please note that during large restock events, orders will be subject to a delay and may be shipped on a different day.
Unfortunately we cannot hold orders to be shipped on a specified date. All orders are shipped the following Monday/Tuesday, unless they are subject to delays from a large restock event.
Yes, all of our parcels are tracked. The tracking number should be emailed to you by the courier using the email you provided us. Please do not worry if you haven’t received a tracking email. Contact us and we will provide you with your tracking number as soon as possible.

Yes we do!

EU : We ship via DPD for EU delivery. Delivery will usually take no more than 3-4 working days. Tracking will be provided.

Other Territories:   We have decided to close shipping to countries outside of the EU for 2019. This is due to excessive return charges for failed deliveries. We aim to re-open shipping for countries outside the EU in 2020.

For non-plant products – you can still purchase these if you are not in the EU.

We do not deal with order-related matters on Instagram as it is impossible to administrate. 

This also applies to Facebook and any other related social media accounts (such as any Kaylee Ellen accounts).

Please email [email protected] quoting your order number.

Unfortunately our e-commerce provider does not provide the ability to create accounts prior to placing an order with us. You are given the opportunity to create an account as you place an order.

We receive high volumes of emails on a daily basis – and we endeavour to respond to these as soon as possible.

Please be aware that our contact hours are between 9am and 5pm Monday – Friday.

For any customer who contacts us to combine orders – please note that those orders will be subject to shipping delays. This is because they will require further administration before they can be prepared for shipping.

We also kindly ask that you do not attempt to ship too many plants in one box when combining orders, as we cannot ensure healthy plants on delivery if the order is too densely packed.

Shopping carts do not reserve items. There is a good reason for this: it is to protect other customers from the frustration of not being able to buy a product because it is held in another customer’s abandoned cart. We know this is frustrating, however we are not in control of this part of our service.
If this occurs -it is an error in the e-commerce provider’s system and the plant is indeed out of stock. We are working with our e-commerce provider to resolve this issue.
Unless otherwise stated, All plants shown are an indication of the size and quality of plants that you can expect to receive. Due to the natural variability of plants they will never be identical however if you are not happy with the plant received then please contact us to arrange a replacement.
This wax is used to protect the cut area from infection or possible rotting. It can be removed before planting.
If your plant has been damaged in transit, please contact us immediately and depending on availible stock, we can arrange a replacement/refund.
We have made the decision as company policy to not allow the use of the code after purchase. This is because many of our customers do use the discount code at the checkout process which results in a slighly longer checkout completion. This would technically give customers who do not use the code at the checkout a slight advantage when competing for a purchase. We apologise for any disappointment caused.