Shipping policy

SHIPPING POLICY

Last Updated: September 2025

This Shipping Policy (“Policy”) explains how orders placed with The Secret PlantHouse Limited (“we,” “our,” “us,” “Company”) are processed, dispatched, and delivered. By placing an order with us, you agree to be legally bound by this Policy.

1. ORDER PROCESSING TIMES

1.1. We are a small independent business and process orders in the order they are received.

1.2. Our standard processing time is 5–7 working days (Monday–Friday, excluding public holidays).

1.3. Processing times may be extended during busy periods, adverse weather, staff illness, supply chain delays, or for complex orders.

1.4. We do not currently offer same-day dispatch or expedited processing unless expressly agreed in writing before purchase.

2. DISPATCH & RISK TRANSFER

2.1. Risk and responsibility transfer to the customer at the point of dispatch when the courier collects the parcel from our premises.

2.2. Once dispatched:

  • The customer is responsible for tracking, liaising with, and claiming against the courier in the event of delays, loss, or failed delivery;

  • We accept no financial liability for courier delays, failed deliveries, or losses in transit once the parcel has left our control.

2.3. Customers will receive a tracking number via email upon dispatch.

2.4. Customers agree to these terms at checkout and acknowledge that our legal obligation ends upon handover to the courier.

3. DELIVERY TIMEFRAMES

3.1. Estimated delivery windows are as follows:

  • UK Mainland: 3–5 working days after dispatch;

  • Northern Ireland & Scottish Highlands: 5–10 working days after dispatch;

  • International Orders: 7–21 working days after dispatch, subject to customs clearance and courier delays.

3.2. All timeframes are estimates only. We do not guarantee delivery dates under any circumstances.

3.3. External factors outside our control (e.g., industrial strikes, weather events, customs inspections) may cause delays. We accept no liability for such delays.

4. DELIVERY RESPONSIBILITY & CUSTOMER OBLIGATIONS

4.1. Customers must:

  • Provide a complete and accurate delivery address at checkout;

  • Track their parcel using the tracking number provided;

  • Ensure someone is available to receive the parcel or provide safe delivery instructions.

4.2. Orders marked as “delivered” by the courier will not be refunded or replaced under any circumstances. Customers must contact the courier directly if they dispute a delivery scan.

4.3. We will not be held liable for:

  • Parcels left in “safe places” requested by the customer;

  • Theft or loss after the parcel has been delivered.

5. DELAYS, LOST PARCELS & CLAIMS

5.1. We will assist customers by providing tracking information and courier contact details but all claims for late, lost, or failed deliveries must be raised with the courier directly.

5.2. Refunds or replacements will only be issued if:

  • The courier confirms the parcel is officially “lost”; AND

  • We receive written confirmation of the loss from the courier.

5.3. We do not refund or replace parcels delayed in transit unless the courier accepts full liability.

5.4. Chargebacks or disputes raised for delayed parcels will be contested with full tracking evidence, delivery scans, and courier records.

6. DAMAGED ITEMS UPON DELIVERY

6.1. Customers must report any material damage within 24 hours of delivery by emailing Hello@thesecretplanthouse.co.uk with:

  • Clear, time-stamped photographic or video evidence of the packaging and the product as received;

  • Order number and delivery details.

6.2. Claims raised after 24 hours will not be accepted under any circumstances.

6.3. Minor cosmetic imperfections, transit stress in plants, or natural variation in appearance do not qualify as damage.

6.4. If a damage claim is approved, we will, at our discretion, offer either:

  • A partial refund;

  • A replacement product; or

  • A store credit, subject to product availability.

7. UNDELIVERABLE & RETURNED PARCELS

7.1. Customers are responsible for ensuring their delivery address is correct.

7.2. Parcels returned due to:

  • Incorrect or incomplete addresses;

  • Refusal of delivery;

  • Failure to collect from parcel shops or depots;

will require payment of a new shipping fee for redelivery. No refunds will be issued for original shipping costs.

8. SHIPPING COSTS & METHODS

8.1. Shipping costs are calculated at checkout based on weight, size, and destination.

8.2. Shipping fees are non-refundable under any circumstances, including returns, refused deliveries, or failed deliveries outside our control.

8.3. Certain fragile or oversized items may require additional handling or specialist courier services; this will be stated at checkout where applicable.

9. INTERNATIONAL SHIPPING & CUSTOMS

9.1. Customers are solely responsible for compliance with their country’s import laws and for payment of any customs duties, taxes, or import fees.

9.2. Orders refused or returned due to unpaid import duties or customs restrictions will not be refunded.

9.3. We accept no liability for:

  • Customs delays;

  • Parcels seized by customs;

  • Refused entry due to plant import regulations.

10. FORCE MAJEURE

We are not liable for delays, losses, or delivery failures caused by events beyond our reasonable control, including but not limited to:

  • Industrial strikes;

  • Natural disasters;

  • Pandemic restrictions;

  • Transportation network failures;

  • Government regulations.

11. AGREEMENT TO TERMS

By placing an order, customers:

  • Confirm they have read, understood, and agreed to this Policy;

  • Acknowledge that risk transfers at dispatch;

  • Accept responsibility for liaising with couriers in the event of delivery issues.

12. CONTACT INFORMATION

For shipping queries, please contact:
Email: Hello@thesecretplanthouse.co.uk
Address: The Secret PlantHouse Limited, 11 The Arcade, Ammanford, SA18 2LN