My plants are larger/smaller than expectedUpdated a month ago

As these are live plants, their size can vary from time to time, so we cannot guarantee specific plant heights or sizes on arrival. Where a size is listed, this will only ever be an approximation. There are many variables that can cause differences in height: seasonal growth, pruning, individual growth rate, etc. We avoid forcing our plants on, which is common elsewhere, to avoid issues that come about when settling in the garden, so all our plants will develop naturally.
 
All plants are subject to a height tolerance policy of +/- 10-20% for general growth and up to 90% in the case of hard pruning at certain times of year, as per good horticultural practices. These plants will be measured from the base of the pot/tip of the root to the uppermost leaf of the plant.
 
If there are any concerns with height or size on arrival that fall outside of this height tolerance, please reach out to our Customer Support team within 14 days of receipt via our contact form. 
 
Please include your order reference number and attach photos of your items. Please ensure that your photos show the whole unpacked plant(s) in full, the specific areas of concern, as well as the packing sheet and pot label. Measurements should be taken from the base of the pot/tip of the root to the uppermost leaf of the plant, as per the industry standard. Ideally the background should be light and not interfere with the focus and clarity. This will save time and enable us to deal with your query in the most efficient way.

Once we have received the above information regarding your order, our customer support team will issue a replacement where necessary. Once this has been processed, you will receive confirmation emails to keep you informed of the process and your replacement order will be handled and dispatched as a priority. 

Where replacements are not possible at that time, our customer support team will issue a credit voucher to the value of the item concerned and confirmation emails will follow, also. 

Please note: by keeping a perishable item without notifying us of any issues within the first 14 days of delivery, you are accepting the plants as being of a suitable condition on delivery.