Shipping & Returns
We make sure every order is packaged as safely and securely as possible, however in any cases of missing or damaged products, you may be entitled to a refund for the cost of the items. Any claims must be made within 5 days or receipt.
Perishable products (Plants) are not returnable or exchangeable except in cases in of substantial damage. All damage will be reviewed by photographic evidence and at GLASS HOUSE’s discretion. If the damage is slight, superficial or cosmetic damage, we are not obliged to offer a refund.
We will ask for photographic evidence of any issues you have with delivery and without this we are unable to process a refund or offer a replacement.
As with all living things, including ourselves, not one plant is the same, naturally, there will be slight variation in the height and shape.
We will aim to send you a plant that is as similar to the photo a possible.
Some plants are fussier than others. If your plant isn’t doing well in the first couple of weeks, send us an email with some pictures and we can try and help to see if there is an issue with where the plant is placed or how often you are watering it etc.
Non Perishable Items –
Any Vases/Pots on our website can be returned within 30 days of receipt if they are unused and if you have contacted us directly within 14 days of receiving the item.
There will be no refund of shipping charges except in cases in GLASS HOUSE have shipped the incorrect product. If a product is found to be defective or damaged during shipping you will have the option to receive a replacement or a refund of the purchase price and shipping charges.
Delivery prices are inclusive of VAT.
We aim to get all orders to you within 1-3 working days. During coronavirus, delays are sometimes inevitable.
Concierge and Safe Space Policy
If you are living in an apartment, and choose to have your delivery left with your concierge, please check that they are able to accept perishable items beforehand.
GLASS HOUSE are unable to take responsibility of any lost/damaged orders once they are left in a safe place.