Some basic rules...
Refunds and exchange for online purchases
Unfortunately on rare occasions accidents happen in shipping. Should your item arrive damaged, please don't hesitate to contact us. However, you MUST report the damage within 12 hours after you receive your item or you will not be eligible for a refund. Simply take a photo of the damaged goods and send it to us, along with a brief description of the damage. You may be asked to return the damaged item, in which case the refund would be processed only upon return receipt. Buyers are responsible for return postage and delivery confirmation is strongly recommended. Refunds do not include postage fees.
Online and in-store purchases
We do not accept returns for changes of mind, so please make sure that you're 100% happy with the plant choice and the type of container before purchase. However if you're not happy with the item or you bought it for someone else and the person who received the item isn't happy, please get in touch as soon as you can within a week from purchased date.
We do not sell cracked or broken terrariums. All our vases are carefully checked before we turn them into terrariums. We absolutely guarantee that! If any cracks or other damage appear after purchase as a result of poor handling, it's your responsibility and not ours, so NO refunds or compensations are given. If buying at a kiosk or a pop-up shop, please do not make a purchase if you're worried that you won't be able to take it home safely. Most of our terrariums do come in boxes, however in some occasions they do not. Our apologies for any inconvenience caused.
Plants/terrariums/kokedama etc... are living things so you need to make sure you look after them carefully! We have a separate care instructions page so don't forget to read two or three times and it's always a good idea to do your own research as well. However if you manage to kill your terrarium/kokedama etc... after a couple of weeks or don't like the way it looks after a couple of weeks, please do not pop in to the shop or email us expecting a full refund or exchange. Please understand that once it's gone out the door from our shop (this includes online orders too) it's totally in your hands to keep your little baby alive! For an example you can't bring back your sick fish or dead fish to the aquarium shop after a couple of weeks asking for a refund or a new fish? So same goes for living plants too.
We source our plants from reputable suppliers in Victoria. We do not grow any plants and don't really have the space and time. All the plants are well established, well rooted and never from cuttings when we pot them up in terrariums or convert them into kokedama etc...
NEW POLICIES effective from 03/08/2019
Terrariums are living things. Most of the time they thrive for long periods but of course they won't last forever.
Since I started my business I have offered the service to replace plants without charging any additional labour if you manage to kill 1 or 2 plants in your terrarium or all of them, without imposing a time frame. We thought this was the right way to manage our customers because plants are, once again, living things and sometimes can die without any apparent reason. This is the risk you take buying any living thing. ⠀
From experience we know what type of plants work well in terrariums. It's like a craft that you have to master. We're confident the plants that we use are well established and will last for longer periods in your terrarium. While 90% of our terrariums sold go to good homes and get looked after very well unfortunately 10% go to homes that have no experience in looking after plants, simply black thumbed. ⠀⠀⠀
And those people are also really good at putting the blame on us, telling us that we haven't done a good job making the terrariums and the plants that we use are not established. Over the years this issue has become really annoying and wastes a lot of our time repairing the terrariums, and has become emotionally draining. ⠀
Due to this reason from now on we DO NOT accept any terrarium for repairs that was purchased from us if you have managed to kill it partially or completely. If this is an issue please simply do not buy a terrarium from us. However if you purchased your terrarium from us and anything goes wrong within 7 days please contact us immediately and we can either do a swap or replace plants free of charge. This does not include breakages due to poor handling or tipped upside down terrariums or for people who overreact when they see a few minor flaws in your terrarium. ⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀
That's all with the serious stuff :)