At HORTOLOGY, we believe that creating your indoor sanctuary is a journey of mindful curation and harmonious growth. Just as we nurture each living specimen and craft every pot with intention, we approach every delivery and exchange with the same care and respect. Your peace of mind is the essential element for your space to truly flourish.

Our philosophy is simple: If your purchase doesn’t help your space thrive, we’re here to help cultivate a solution.

Mindful Shipping & Delivery

We handle every order with protective care, ensuring your chosen pieces begin their journey to you in perfect condition.

Order Processing

Please allow 1-2 business days for us to carefully prepare your order for dispatch.

Shipping Methods & Timelines

We offer two serene paths to bring HORTOLOGY to your home:

  • Standard Tracked Shipping: Shipped via DHL or FedEx.
    Delivery: Typically 10-15 business days after dispatch.
    Cost: A flat fee of £12.95.
  • Complimentary Shipping: For orders over £50, shipped via EMS.
    Delivery: Typically 15-25 business days after dispatch.
    Cost: Free.

Please note: Delivery times are estimates and may vary. We currently ship globally, excluding some parts of Asia and remote regions.

Our Thoughtful Returns & Exchange Promise

We offer a straightforward returns process for items that are unused, in their original condition, and in the original packaging. You have 15 days from the date you receive your delivery to initiate a return or exchange.

The Cultivated Returns Process

To ensure a smooth and serene experience, please follow these steps:

  1. Initiate Your Request: Within 15 days of delivery, please contact our care team at [email protected]. Use the template below to provide all necessary details.
  2. Receive Authorisation: We will respond within 1-2 business days with a Returns Authorisation Number and detailed instructions. Please do not send items back without this authorisation.
  3. Pack with Care: Securely repackage the item(s) in their original packaging, including all accessories and documentation. Place the completed returns form (provided via email) inside the box.
  4. Ship Your Return: Send the package to the address we provide using a tracked and insured service. The cost of return shipping is the customer’s responsibility, unless the return is due to our error or a faulty item.
  5. Our Cultivation: Once we receive and inspect your return, we will process your refund or dispatch your exchange. You will receive an email notification at each step.

Request Template

To help your enquiry bloom quickly, please email us using this structure:

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

Dear HORTOLOGY Team,

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

Order Number: [Please insert]
Name: [Your Full Name]
Email Address: [The email used on the order]

Item(s) for return/exchange:
– Product Name: [e.g., GLEAM & SHINE Pot – Medium]
– SKU/Code: [If available]
– Reason: [e.g., Incorrect size, Change of mind]

For exchanges, my preferred replacement is:
– Product Name: [e.g., PLANT POTS BY COLOUR – Terracotta]
– SKU/Code: [If available]

I confirm the item(s) are unused, in original condition, and in their original packaging.

Kind regards,
[Your Name]

Refunds: Returning Energy to Your Garden

  • Method: Refunds are issued to the original payment method used for the purchase (Visa, MasterCard, JCB, PayPal).
  • Timeline: Please allow 5-10 business days after we receive your return for the refund to be processed and appear in your account by your bank or payment provider.
  • Shipping Costs: Original shipping costs are non-refundable, except in cases of our error or faulty goods.

Exchanges

If you wish to exchange an item, please indicate your preferred replacement in your request. We will ship the new item once the original return is received and inspected. Should there be a price difference, our team will contact you to arrange payment or a partial refund.

Preserving Living Beauty: Non-Returnable Items

To honour the living essence and integrity of our collections, we are unable to accept returns or exchanges for:

  • Live Plants & Specimens: All items from our HOUSEPLANTS, Cacti & Succulents, Foliage, CALMING INFLUENCE, EARTHY OPULENCE, and other plant collections. These are carefully selected living beings. Due to their perishable nature, we cannot accept returns unless they arrive significantly damaged or incorrect. In such cases, please contact us within 48 hours of delivery with photographic evidence.
  • Opened or Used Plant Care Products: For community safety, opened items from PLANT FOOD & TREATMENTS, Houseplant Treatments, or PLANT CARE cannot be returned.
  • Personalised or Made-to-Order Items: Any bespoke or custom-crafted products.
  • Items Not in Original Condition: Products showing signs of use, not in original packaging, or damaged due to customer handling.

Faulty or Incorrect Items

If your INDOOR PLANT POT from our SEA & SKY collection arrives chipped, or you receive an incorrect Atomisers & Misters tool, please accept our apologies. Contact us immediately at [email protected] with your order number and photos. We will arrange a prepaid return label if needed and expedite a replacement or full refund at no cost to you.

Need to Talk About Your Order?

We’re here to help, with the same care and attention we give to every plant enquiry.

Email: [email protected]
Address: HORTOLOGY, 40 Prince Albert St, Brighton & Hove, GB CH5H 4PW

With care,
The HORTOLOGY Team 🌿
Cultivating your space, one careful delivery at a time.