FAQ

Will I receive the plant in the picture?

Simply put, yes! In our store, what you see is what you get. Every plant listed for sale has its own images, showing the exact plant that you will receive. Our aim is to be as transparent as we possibly can – no surprises means no stress!

Where can you ship to?

We ship all over the UK. Brexit initially prevented shipping to Northern Ireland, but we are happy to say NI shipping is available once again!

In the rare event that your address is unavailable for Special Delivery shipping, we will send via the fastest available Royal Mail shipping method.

When will my order be shipped?

Plants will be posted on Mondays, Tuesdays and Wednesdays.
Any order placed before noon (12PM) will be posted the same day. Any order placed after noon on Wednesday will not be posted until the following Monday. This is to avoid any packages getting stuck in transit over the weekend in the event there are delays.

In times of high demand, orders may not be shipped until the following week.

We may also delay shipping in the event of extreme weather, to prevent damage to plants. 

How will my order be shipped?

All orders will be shipped using Royal Mail Special Delivery*  – For more information on the service, see the following link: https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm

This shipping method comes fully tracked, in normal circumstances you should receive your parcel the day after it’s dispatched. Your tracking information will be emailed to you once your order has been dispatched.

We charge £3.99 for shipping, or spend over £100 and get it free of charge!

Please note – We only dispatch orders from Monday to Wednesday, see “When will my order be shipped?” for details.

You must be at home to sign for the delivery. If you’d like us to dispatch the plant on a particular day (Mon-Wed only), add a note to your order or send us an email and we’d be happy to help.

* Despite the naming of Royal Mails “guaranteed” service, delays may happen in exceptional circumstances. If you haven’t received your order on the expected delivery date, please contact us and we’ll do our best to resolve any problems.

Local Delivery

We may also offer local delivery for customers close by in the Bristol area. If you select this option, we will personally drop the plant off at your shipping address. This method means there’s no need to pack the plant, significantly reducing the plant’s stress during the journey. When selecting this option, please include your available times for delivery in the order notes.

I have received my plant, how do I care for it?

Please refer to our aftercare page for guidance on looking after your new plant.

Please follow our care guide appropriately to ensure the plant acclimatises well to its home before changing the substrate or pot.

Plants should not be repotted for at least 7 days after arrival. Repotting or changing substrate before this point will invalidate your right to return or replace a damaged plant. 

When do you restock plants?

We currently have no specific schedule for restocks, they’re instead organised in line with demand. Due to the varied nature of the stock from our suppliers, we simply cannot guarantee a restock of a specific plant for you.

However, we can certainly do our best to get the plants you want, if our suppliers have it available. Feel free to drop us a message via the contact page, or via our Instagram to tell us which plants you’d like to see in stock, it can never hurt to ask!

My plant arrived damaged, what can you do?

If a plant is damaged upon arrival, please get in touch with us within 48 hours. Simply contact us via the website or at info@heartyhouseplants.com, please attach images of the damage to the packaging / plant. We know the heart-breaking feeling of receiving a damaged plant and will do our best to resolve the situation. 

Please keep the plant in the same state that it was shipped. Images should show the plant in its original pot. See our terms and conditions for more details. 

What growing equipment do you use?

We’ve received a lot of questions about the best equipment to use to care for your plants. While there’s not one correct answer to this question, we are happy to recommend a number of products that have been very successful for us! You can check out our list on our Amazon store. We have hands-on experience with everything listed and use it all regularly.

Is my plant toxic to pets?

Some plants can do varying levels of damage to pets if ingested. Please ensure that you do your own research on this topic before you buy. We will do our best to point out any toxic plants, but we are not experts.

How will my order be packaged?

We pack each order with maximum care, to reduce the risk of transit damage as much as possible. Mature plants will usually be shipped in the same nursery pot they’ve been raised in. Cuttings may be shipped with or without pots depending on maturity. Some plants may be wrapped in sphagnum moss for transit. We decide on an individual basis, depending on whats best for the plant. 

The plants are wrapped in strong cardboard for protection. Then the box is filled out with our hearty packing peanuts to stop it from moving around too much.

We use recyclable packing materials wherever possible (the plant-based peanuts dissolve in water!). We also re-use packaging from suppliers when appropriate, to minimise our carbon footprint.