Frequently Asked Questions
Checkout
There could be multiple reasons for your order failing, and there will be a reason stated at the top of the checkout page in red. This could be due to a mandatory field not being filled, for example your name or address.
If all mandatory field are filled, it is likely the payment is not going through. There is very little we can do about this, and we encourage you to speak to your payment provider and try again. If the issue persists, or you have tried multiple payment methods, please get in touch at mail@leafwise.co.uk.
Unfortunately, we are unable to take payments over the phone. If your order does not seem to have gone through but there is no red text stating the reason, please see “Has my order gone through”.
Once the order has been placed, you should be taken to an order confirmation page and receive a confirmation email from us. If you remain at the checkout screen without an ‘order confirmed’ note your order has not been placed. If you do get through to the confirmation page, but do not receive a confirmation email, don’t panic. The email might have gone through to your junk.
If you are still unsure, email us at mail@leafwise.co.uk and we will quickly let you know whether we have received your order.
Plants
All plants on the website have a height size listed, which is indicative of the maturity of the plant. Please note this is not an guarantee of the exact height, and the one you get sent may be very slightly under or over the size listed.
We do not guarantee how many mature leaves each plant has, but hold ourselves to a high standard, selling healthy and thriving plants.
Another factor that influences the appearance of our plants is variegation. Variegated plants, meaning plants with at least one contrasting colour, may look slightly different to the picture shown on our website. We do not offer returns on this basis, unless in the unlikely event the pattern and colouring is wildly different from the picture.
If the plant(s) you ordered are not in the condition you expect upon delivery get into contact with our Customer Service team at mail@leafwise.co.uk and they will assist you. Please attach pictures of the plant(s) to help us sort out the issue quickly.
The default pot is the nursery pot.
Please note that the decorative pots in the product picture do not come with the plant, unless you select it from the pot add-on options.
Returns
If you change your mind about an item you have purchased then we are unfortunately unable to offer any collection or free return service. You will have to arrange for the item to be returned yourself and once we have received the item, we will issue you with a full refund for those items.
Deliveries
Our delivery service is available for our nationwide products for all of mainland Great Britain, with the exception of the Scottish Highlands.
We process our orders in 2-3 working days and always ship with next day delivery. However, shipments occasionally get delayed.
If you have not received your order after 4 working days, please email mailto:mail@leafwise.co.uk for an update on your order.
If you need speedier delivery, then let us know in the order notes and we will try our best to accommodate this. Please note this is not a guarantee that we will fulfil your request.
If you have put an incorrect or partially omitted address, email mail@leafwise.co.uk and we will update the delivery address. This applies to gift orders.
If you do not notify us of an incorrect address in time and the parcel gets lost, we cannot guarantee replacements or refunds.
Invoices
We are happy to provide a VAT invoice for your order if you get into contact with our team at mailto:mail@leafwise.co.uk. Please be aware that we can only give you a VAT invoice once your order has been dispatched.
Newsletter
When you sign up to the newsletter as a new customer, you will be sent a one-time use code for 10% off your order. Sometimes this initial email can go into your junk folder so if you have not received it, we recommend you check there first. If you have still not found it after checking your junk please contact us at mail@leafwise.co.uk and one of our team will be happy to help.
If you did not receive the care guide for your new plant purchase (or would like a care guide for some other plants) email us at mail@leafwise.co.uk and well will happily send these over.
p.s. we are working on getting our care guides uploaded to our site, so keep an eye out for those!