Did something go wrong with your order along the way? We'll sort it out. Here's how it works.
The box looks damaged
Notice the box is badly damaged when it's delivered? It's best to refuse the delivery, or ask the courier to note the damage before you sign. That way we can report the damage to the carrier straight away and send you a replacement quickly.
Already signed for it, or only spotted the damage while unpacking? No problem. Just let us know as soon as possible, as described below.
Report damage
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Take photosFour photos help us most: the address label, the packaging, the whole plant or product, and a close-up of the damage. Not sure about the size? Put a tape measure next to it.
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Email us as soon as possibleSend the photos with your order number to info@xxlplant.com, ideally within 14 days of receiving it. That way we can also report the damage to the carrier.
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We take care of the restYou'll get a reply within one working day. For transport damage, we'll send a free replacement. If that's not possible, you'll get a refund.
You don't need to send back a damaged plant. Received the wrong product? Let us know in the same way and we'll make sure you get what you ordered.
My plant is dropping leaves
A plant that's just moved needs to settle into its new spot. Light, temperature and humidity are different in your home than in the greenhouse. In the first few weeks, it may drop a few leaves or develop a yellow one. That's normal and usually sorts itself out.
Place your plant somewhere bright, out of harsh afternoon sun and away from the radiator, and only water once the top few centimetres of soil are dry. Not sure? Ask the Plant doctor or email us a photo.
Found a problem later?
Only notice later that something was already wrong with your plant on delivery, such as disease, pests or root rot? Let us know within two months of discovering it, and we'll find a solution together. Your legal rights always apply. This arrangement doesn't apply if your plant declines because of its position or care. In that case, we're happy to help with advice.
Another complaint
Unhappy about something else, such as delivery or your contact with us? Email your complaint with your order number to info@xxlplant.com. We'll confirm it within one working day and give you a full response within 14 days.
Can't find your answer?
Our plant experts are happy to help. You'll get a reply within one working day.
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