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FAQs

Common Questions

Shipping & Delivery

All orders made before 11am Mon-Thurs will be sent the same day, via tracked DHL next dat delivery. We don't post plants during the weekend as we don't want the plants sitting in transit for an unnecessary amount of time. 

If placed after 11am or Friday to Sunday, delivery will usually take no more than 2-3 working days.  At the moment we only post our plants within the UK.

We take great care to pack our plants safely and securely to ensure they arrive to you how they left us.  We use a variety of packing products depending on the plant and we make a big effort to keep all these products as eco-friendly as possible.

My plant isn't the same as the one pictured?

Please be aware that your plant may vary from the picture as this is a living item. Variations of shape and colour are perfectly natural and to be expected.  We will send you a plant as close to the picture and description as possible. The picture shown is an example of what's in stock unless stated otherwise.

Will you help me & answer my questions?

Yes! If you have any questions or need help looking after your plants please take a look at our houseplant blog. We will be updating this every month with new plant care tips.

When you buy a plant you will receive a care guide full of all the information you need to keep your new baby happy and healthy.

If you need anymore plant help — feel free to visit our house plant shop in Liverpool for a chat, or you can send us a message on Instagram, ping us an email to
info@root-houseplants.com or fill in our contact form.

My order is a present, can I include a gift message?

Of course! Simply add the items to your basket and at the checkout click on the 'Add a note' button where you can write your message which will be included in the order.

Out of stock items

Unfortunately, we never usually have an exact date of when certain plants will be back in stock. However, you can sign up for a back in stock notification on the product page. Just leave your email and we'll let you know when it's back online.

From time to time we also post updates on our social media of exciting deliveries coming up, so be sure to give us a follow! Our online shop is usually updated most Fridays.

Is my plant harmful to pets?

Some plants are harmful to pets if ingested. Check out our pet friendly section for some suitable options.

My order arrived damaged, what do I do?

We try our very best to ensure the safest possible delivery, however, sometimes our couriers might not be as careful!  If your plant arrives damaged then please send us a picture within 24 hours and we'll be happy to help. Please keep all original packaging as you may need this to send your plant back to us.

Returns policy

We allow returns and exchanges up to 14 days after your purchase date providing the plants have not been removed from the original pot and substrate. Please keep all original packaging as we will only accept returns in the same box as this keeps the plant nice and safe on its way back to us. We will assist you in repacking your plants.

We guarantee our plants 14 day from receipt.  We guarantee to send happy and healthy plants, however, it is your responsibility to care for them and we cannot be responsible for neglect or mis care. To allow the plant to acclimatise in its new home, there should be no repotting or any cutting of the plant for a minimum of 14 days after receipt. 

Our plants are sent with a detailed care guide to help you look after them. You must provide the adequete conditions to keep them alive. We reserve the right to determine the appropriateness of care before authorising a return and/or refund.

Read the full Terms & Conditions here.

What kind of packaging do you use?

We aim to send you the healthiest and happiest house plants, this is why so much love and care goes on behind the scenes. Our plants are grown in our greenhouses, and are always hand packed with lots of TLC.

We wrap and tie our plants in order to keep the soil in place, they are then packed in our recyclable cardboard boxes and surrounded with packing peas to keep them safe. The peas act as a layer of insulation, so they keep your plants a little warmer too!

The peas we use are made from starch and being a raw material, they are suitable for your household compost bin. If you haven't got a compost bin, they can simply be dissolved in water!

Do you ship to Northern Ireland?

Great news – we do! For orders under £30 we use Royal Mail and there is no additonal postage costs. For orders over £30, we use DHL and unfortunately there are additional costs. We're working hard on a solution to reduce postage costs to NI.  

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