Our commitment to Curated Excellence extends from our rare plants and handcrafted ceramics to the careful delivery and confident ownership of every item. We’ve designed our policies with clarity, care, and your complete satisfaction in mind.
Shipping Information
We take great care in preparing your order, ensuring every Japanese Acer, Aroid, Garden Palm Tree, and handcrafted ceramic is packaged with the utmost integrity for its journey to you.
Order Processing
All orders are processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day. You will receive a shipping confirmation email with tracking details once your order is dispatched.
Shipping Methods & Delivery Times
We offer two reliable shipping options to suit your needs:
- Standard Shipping – £12.95
Shipped via DHL or FedEx.
Estimated delivery: 10–15 business days after dispatch. - Free Shipping – On orders over £50
Shipped via EMS.
Estimated delivery: 15–25 business days after dispatch.
Please note: Delivery times are estimates and may vary depending on destination customs procedures. We currently ship worldwide, excluding some remote regions and parts of Asia (as specified at checkout).
Returns & Exchanges Policy
We want you to be completely happy with your purchase. If an item isn’t the perfect fit for your space, our straightforward policy is here to help.
Policy at a Glance
- Return Window: 15 days from the date of delivery.
- Condition: Items must be unused, in original condition, and in original packaging where possible.
- Process: Contact our team to initiate a return. We’ll guide you through each step.
- Refunds: Issued to the original payment method within 14 business days of receiving the returned item.
- Exchanges: Happily facilitated for items of equal value.
- Return Shipping: Customers are responsible for return shipping costs, unless the item arrived damaged or incorrect.
Step-by-Step Return or Exchange Process
- Contact Us Within 15 Days
Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and details of the item you wish to return or exchange. - Receive Your Return Authorisation & Instructions
We’ll respond within 1–2 business days with a Return Merchandise Authorisation (RMA) number and detailed instructions. For live plants, specific return instructions are crucial for their well-being. - Securely Package and Ship Your Return
Repackage the item securely in its original packaging. Clearly mark the RMA number on the outside. We recommend using a trackable service and keeping your proof of postage. Ship to:
The Palm Centre Store – Returns
45 Bentrim Rd
Lisburn, GB CH1Y 7GA
United Kingdom - Our Inspection & Your Refund/Exchange
Once received, we’ll inspect the item. Upon approval:
– Refunds: Processed immediately.
– Exchanges: Replacement dispatched as soon as possible. If the exchange is of higher value, we’ll invoice the difference; if lower, we’ll refund the difference.
Refund Timelines and Methods
Refunds are processed to your original payment method once the returned item is received and inspected.
- Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds typically appear in your account within 7–14 business days after we process them. Timing depends on your card issuer or PayPal.
- You will receive an email notification when your refund is issued.
- Original and return shipping costs are non-refundable unless we made an error (e.g., shipped a damaged or incorrect item).
Important Notes
Non-Returnable Items
To ensure health, safety, and sustainability, the following items are final sale and cannot be returned or exchanged:
- Fertilisers & Chemicals: All plant care substances for health and safety reasons.
- Custom or Made-to-Order Ceramic Pots: As noted on the product page.
This upholds our Sustainability at Heart principle, minimising waste and ensuring customer safety.
Exception for Live Plants: If a live plant (e.g., Indoor Plant, Aroid, Palm, Fern) arrives damaged or fails to thrive due to its condition upon arrival, contact us immediately with photos for a direct resolution.
Damaged or Incorrect Items
If your order arrives damaged or if you receive an incorrect item, contact us at [email protected] within 48 hours of delivery. Provide your order number and clear photos of the packaging and item. We will arrange a replacement or full refund, including shipping costs, at no expense to you.
Need Further Assistance?
Our customer service team, who share your passion for curated greenery, is here to help.
Email: [email protected]
Address: The Palm Centre Store, 45 Bentrim Rd, Lisburn, GB CH1Y 7GA, United Kingdom
We aim to respond to all enquiries within 1–2 business days.