FAQs
Checkout
There could be multiple reasons for your order failing, and there will be a reason stated at the top of the checkout page in red. This could be due to a mandatory field not being filled, for example your name or address.
If all mandatory fields are filled, it is likely there is an issue with the payment method. There is very little we can do about this, and we encourage you to speak to your payment provider and try again. If the issue persists, or you have tried multiple payment methods, please get in touch at mail@leafwise.co.uk.
Unfortunately, we are unable to take payments over the phone. If your order does not seem to have gone through but there is no red text stating the reason, please see “Has my order gone through”.
Once the order has been placed, you should be taken to an order confirmation page and receive a confirmation email from us. If you remain at the checkout screen without an ‘order confirmed’ note your order has not been placed. If you do get through to the confirmation page, but do not receive a confirmation email, don’t panic. The email might have gone through to your junk.
If you are still unsure, email us at mail@leafwise.co.uk and we will quickly let you know whether we have received your order.
Plants
All plants on the website have a height size listed, which is indicative of the maturity of the plant. Please note this is not a guarantee of the exact height, and they may be slightly below or above the size listed.
We do not guarantee how many mature leaves each plant has, but hold ourselves to a high standard, selling healthy and thriving plants.
Another factor that influences the appearance of our plants is variegation. Variegated plants, meaning plants with at least one contrasting colour, may look slightly different to the picture shown on our website. We do not offer returns on this basis, except in the unlikely event the pattern and colouring is wildly different from the picture.
We take pride in the quality of our plants, and our packaging technique has been refined over 4 years of successfully sending plants.
If the plant(s) you ordered are not in the condition you expect upon delivery get into contact with our Customer Service team at mail@leafwise.co.uk and they will assist you. Please attach pictures of the plant(s) to help us resolve the issue as quickly as we can.
The default pot is the nursery pot. The decorative pots in the product picture do not come with the plant unless selected from the pot add-on options.
Returns
If you change your mind about an item you have purchased, we are unfortunately unable to offer any collection or free return service. You will have to arrange for the item to be returned yourself and once we have received the item, we will issue you with a refund for those items. It is the customer’s responsibility to reasonably re-package the plant, and any damage to the plant upon its return may be subject to a fee.
Deliveries
Order by 1pm, Monday to Thursday, and we dispatch your plants the same day — orders after 1pm go out the next working day. Everything travels with DHL’s tracked next-day service, so most orders arrive the next working day after dispatch, though a small number take an extra day. We don’t usually dispatch Friday to Sunday, as parcels can sit in courier depots over the weekend and we won’t risk your plants’ health. There are no Sunday deliveries.
Our delivery service is available for our nationwide products for all of mainland Great Britain, with the exception of the Scottish Highlands.
We dispatch orders the same working day when placed by 1pm, Monday to Thursday, and every parcel travels with DHL’s tracked next-day service. However, shipments occasionally get delayed due to factors outside of our control.
If you have not received your order after 3 working days, please email mail@leafwise.co.uk for an update on your order.
If you have put an incorrect or partially omitted address, email mail@leafwise.co.uk and we will update the delivery address. This also applies to gift orders.
If you do not notify us of an incorrect address before we have dispatched your order, we cannot guarantee replacements or refunds.
If your order has been returned to us due to several unsuccessful delivery attempts, we will refund the items in your order. We will not refund shipping costs.
As always, feel free to discuss with our customer service team and we will endeavour to provide a fair resolution.
Invoices
We are happy to provide a VAT invoice for your order if you get into contact with our team at mail@leafwise.co.uk. Please be aware that we can only give you a VAT invoice once your order has been dispatched.
Newsletter
If you did not receive the care guide for your new plant purchase (or would like a care guide for some other plants) email us at mail@leafwise.co.uk and we will happily send these over.
p.s. we are working on getting our care guides uploaded to our site, so keep an eye out for those!