Shipping & Returns

ORDERING AND PAYMENT

 

Order receipt

Once you have placed your order, we shall send you an email acknowledging the receipt of your order. This is an acknowledgment that we have successfully received your order. If you do not receive this email please notify our customer service team at contact@thehouseofplantpots.com

 

If the payment has not successfully gone through, our customer service team will contact you. Unfortunately, if you do not reply within 48 hours we will have to cancel your order. If you have any questions or concerns please notify our customer service team at contact@thehouseofplantpots.com

 

Order processing

Deliveries within Hong Kong and Macau are normally sent out within 2 business days and you should receive 5 - 10 days after we send out depending on your exact location. Deliveries outside of these areas and overseas are normally sent out within 3 business days and you should receive 2-4 weeks after we send out depending on your exact location. Special requests may take longer.

 
SHIPPING AND DELIVERY

 

Shipping confirmation

After payment has been successfully processed and the items you have ordered are confirmed we will send you a shipment confirmation email with the tracking number and the courier used.

Shipping fee

Hong Kong and Macau - Free shipping / 5 - 10 Business Days

 

Asia
Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, Vietnam, India, Indonesia, Philippines: USD 19/ GBP 14/ AUD 25 (10 - 15 Business Days)

 

Europe
Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russia, Spain, Swede, Switzerland, Ukraine, United Kingdom:
USD 32/ GBP 24/ AUD 41 (15- 25 Business Days)​

 

North America
United States , Canada
: USD 32/ GBP 19/ AUD 34 (15 - 25 Business Days)

 

Australia & New Zealand
Australia & New Zealand
: USD 32/ GBP 19/ AUD 34 (15 - 25 Business Days)

 
Import tax and duties

Import tax and duties may be applicable to your order depending on the destination country. The recipient is responsible for all import tax and duties. The courier or local post office will contact you with further details for customs clearance. Customs clearance procedures may delay the delivery outside of the estimated delivery time.

Tracking Your Order

For the most up-to-date information on the status of your order please use the courier's online tracking platform first before contacting us. It is best to allow up to 2 business days for the tracking number to show up in the online tracking system.

Refused shipments

If the shipment is refused and returned to us we will contact you with the option of paying the re-delivery fee before again shipping out or a refund for your purchase minus the return shipping fee.

 

Lost shipments

We understand that sometimes parcels do get lost in the system. We are more than happy to help out tracking down your shipment and in the unfortunate case that the shipment is confirmed as lost, to refund your purchase.

 

 
RETURNS OR EXCHANGES

 

Defective or incorrect items

If you received a defective item or if you received a different item to what you ordered please contact our customer service team at contact@thehouseofplantpots.com within 7 days of receiving your order. Please describe the problem and attach photos if possible. Once we confirm the case please return the item by regular airmail and let us know the tracking number.

You will be reimbursed for the return shipping cost through your original payment method upon presenting a copy of the post office/courier receipt.

Once we have received your return we will process your refund payment within 5 working days.

Customs taxes and duties are non-refundable. You may be able to recover it by contacting your local customs office directly. This method may not be available for all countries so we suggest hiring a customs broker to help you through the process. Please note we are unable to refund any exchange rate or handling fees charged by your payment provider.

Please note: many of our pots have individual manufacturing processes, so variations occur in color, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault.

 

If you change your mind:

If you want to return a product because you have changed your mind, please use the contact us form within 7 days of receiving your items to let us know. 

You will then have a further 7 days to return your items to us, unused and in a resalable condition with the original packaging and all the tags, labels and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.

Return costs are your responsibility and returns are sent at your risk re damage or loss. We therefore advise that you use a tracked service to cover lost parcels, but please note most carriers do not provide cover for damage fragile items.

Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit.

Once we have received your return we will process your refund payment within 5 working days. 

Exchanges

To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.