We're upfront! If you want to read some serious info please go ahead. It's good to clear things up now rather than later.
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 of receiving 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 will 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 on some occasions they do not. Our apologies for any inconvenience caused.
Plants/terrariums/kokedamas 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 over this two or three times. It's always a good idea to do your own research as well. However any issues with a plant/plants in 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 of our shop (this includes online orders too) it's totally in your hands to keep your little baby alive!
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 kokedamas 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.
When we started our business we offered the service of replacing plants without charging any additional labour if anything goes wrong in your terrarium, or all of them, without imposing a time frame. We no longer offer this service. ⠀
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 long 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, or are simply black-thumbed. ⠀⠀⠀
Those people often put the blame on us, telling us that we haven't done a good job of making the terrariums, and that the plants that we use are not established. Over the years this issue has wasted 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 anything happens to a plant/plants in your terrarium. 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 seven 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 their terrarium. ⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀
That's all with the serious stuff :)