How can we help?

Check out our FAQ’s below to find the answer you are looking for, or send us a message by tapping the chat bubble.

Covid-19

Covid-19 Update


We're still delivering as normal, but due to extra safety precautions it may take a day or two longer for your order to arrive. We're doing everything we can to reduce delivery times and we really appreciate your patience. We’ve switched to zero contact delivery for all local orders, which means we'll take a step back before your open the door. If you have any questions, get in touch with us from the contact page. Thank you for your continued support.




Zero Contact Delivery


We’re still delivering as normal but we've switched to zero contact deliveries. When your order arrives items will be placed at the door and we'll either ring the bell or drop you a message. We'll then allow you to collect your items in your own time. Please note that we will not be taking signatures. If you'd rather your order was left in a safe place, either send us a message or use Hermes built in safe place. If you've selected our Local Delivery - Cardiff service we will take a photo of your plant in its safe place for piece of mind.




Longer Delivery Times


As a result of Covid-19, it may take longer for your plants to arrive. We hope to return to normal as soon as possible, so please bear with us.




Click & Collect


We’re still offering our Click & Collect service whilst factoring in government guidance. We will be wearing face masks for all collections and have hand sanitiser available. In line with government guidelines please ensure you are also wearing a face mask. If you'd rather your order was placed outside our front door, send us a message when you're outside ready and we'll bring it out.





What can Loft Leaf do for me?

How can Loft Leaf help?


Here at Loft Leaf, we want to make houseplants a doddle for everyone. So, we share green home style and houseplant inspiration, source the highest quality plants from the UK's best suppliers, deliver them direct to you, then provide you with the know how so your plants can thrive.





How do I pick the right plants?

What about kids?


Dont worry, there are loads of plants that are safe for kids! Be sure to check the plant product page for specific information about plant toxicity.




What if I have pets?


Each of our plant product pages includes a section all about pets, so be sure to check the plant product page for specific information about plant toxicity.




How about light conditions in my home?


Each area in your home will be better suited to certain plants compared to others. The large majority of houseplants are happy with a touch of sun and a bit of shade. But, of course there are a group of sun worshipping plants that love a West or South facing space to absorb the sun as much as possible! Each of our plant product pages has a section all about ideal lighting conditons, so be sure to check it out.





Taking care of my plants

What if I usually kill plants?


Each of our plants has their own profile which covers what lighting conditions they need, the ideal frequency for watering & feeding, as well as their preferred soil to sit in. If you've got a specific question that you can find the answer to, visit our Contact page to get in touch.




Are there low maintenance plants?


Unfortunately there's no such thing as a plant that doesn't need any maintenance whatsoever. That being said, there are a good number of plants that will thrive with minimal care - we call them our ' Almost Invincible Plants'. As you may or may not know, our Instagram page @loftleaf is chock-full of plant care guides, advice, plus tips & tricks. Not only that, every week we run the #SundaySurgery, a Q&A where you can ask any question anonymously and we'll answer it!




Can you come and help me look after the plants?


As nice as that would be, you won't need us! We've got lots of useful information on our Instagram page @loftleaf, to keep you going. If you still can't find the answer you're looking the get in touch using our Contact page, or drop us a message on social media.




What happens if I go away alot?


Well, that depends on how long you go away for! If you make sure to give your plants a good watering before you go, group them together for humidity, and bring them out of the warmest of rooms to stop them drying out too quickly, they should be happy for at least 7 days. If you're away for a long break, you might need to bring some chocolate back for your friend who had to pop in and water your plants!





What about the pot?

What pot will my plant come in?


Our houseplants won't need repotting on arrival as they come pre-planted with fresh compost. They'll be sitting in a plastic nursery pot with hole to help with drainage when watering. You'll probably want to cover the plastic nursery pot with something more personal, so, check the pot size on the plants product page and then head over to our Pots section to see what's available.




How do I repot my plant?


Here's what you'll need - a suitable pot or container, soil that suits your plants needs, and 5 minutes spare! We would always suggest using a pot with holes in the bottom to help with drainage - if your chosen pot doesnt have holes, don't worry, you can simply pot the plant in a plastic nursery pot which then sits inside your chosen container.

  1. Place some chunky material at the base of the pot to aid drainage - this can be clay pebbles, gravel, or even an old broken pot. We would also suggest adding sand or grit to your soil to help with better drainage.
  1. As you're adding soil into the container, be sure to check that your plant will sit at the correct height. Ideally you want the base of the plant (where it first touches the soil) to sit around 1" below the top of your container - think about the head on a pint!
  1. Press down softly around your plants current pot to help loosen it and then pull the plant out. With the plant in your hand you can now loosen the roots carefully with your fingers - this doesn't need to be done too much, just enough to encourage the roots to establish.
  1. Now place the plant into its new pot and fill the free space with more soil. As you fill the space around your plant, you can press down lightly to compact the soil which will give the plant more support. Once there is enough soil to cover the plants roots, whilst also leaving a 1" gap to the rim of the pot, tap the pot firmly at each side to level off the soil and fill any stubborn gaps. Don't forget to make sure your plant is upright rather than wonky!
  1. Finish by watering well (until water drains through the holes and into your saucer), remove any excess water, and then fill any gaps that may have appeared with a touch more soil.





Ordering

How do I pay for my plants?


We currently accept the following payment menthods:

  1. Credit & debit cards
  2. PayPal
  3. Laybuy




Is there a minimum order value?


There is no minimum order value.




Can I change or cancel my order?


You can make a change to your order, or cancel your order, anytime prior to dispatch. To make a change, please visit our Contact page. Unfortunately, we’re not able to make changes to an order that has already left us.




If my order has arrived damaged, what should I do?


We take every effort to make sure that all of our orders are delivered in perfect condition. In the event that something has gone wrong, please get in touch via our Contact page. Please include a clear photo of the damaged product. As long as you let us know within 7 days of receiving your order, we’ll do our very best to sort it for you.




I'm not entirely happy with my order, what next?


If you’re not happy with your order, contact us within 7 days of receipt using our Contact page. We review everything on a case by case basis, but we’ll do our best to find the right option for you.





Earn Rewards

How can I earn rewards?


To say a little thank you for supporting Loft Leaf, everytime you place an order you'll earn 'Plant Points', plus on your birthday each year you'll get points on us! Once you've earnt enough points you can use them to save money on future orders. If that wasn't enough, there's also 'Friends with Benefits', aka refer a friend, where you can give your friends £5 off at Loft Leaf, plus you'll get £5 off to say thank you!




How do I sign up to earn rewards?


Login or create a Loft Leaf store account to start earning. Once you have registed a store account, you can then enable Loft Leaf Rewards by clicking the pink piggy bank button to the bottom right of your screen.




How does your rewards system work?


For a full step by step breakdown, visit our Loft Leaf Rewards page.





Delivery

How does your delivery work?


We currently offer three delivery services:

  1. Click & Collect
  1. Cardiff City Local Delivery
  1. Express Nationwide Delivery
Click & Collect Please wait for a notification before collecting your order. You must bring your order confirmation and ID for validation. Collection is available on Sunday's between 12 - 2pm. Cardiff City Local Delivery Includes the following Cardiff postcodes: CF3, CF5, CF10, CF11, CF14, CF15 (Whitchurch & Tongwynlais only), CF23 & CF24 If you select our 'Local Delivery' service and you do not live in one of the postcodes above we will have to refund your order unless you are able to collect free of charge. We currently deliver 7 days a week and will contact you to confirm the next available deliver slots. If we are unable to deliver on the first or second attempt, for reasons such as no answer or lack of communication, we will not attempt delivery a third time. You will then be responsible for collecting your order as part of our weekly Click & Collect service outlined above. If your order is not collected within 7 days we will cancel the order entirely.
Express Nationwide Delivery For all deliveries outside Cardiff, we currently dispatch Monday - Friday within 2 business days If your order is placed after our final collection of the week, it will be dispatched the following Monday. You’ll be contacted by one of our nationwide delivery services to let you know when your order is out for delivery. We do not guarantee next day delivery and we’re not able to give a more specific delivery date for orders outside Cardiff.

If you’re not at home when delivery is due, then you can use the in-built functionality available through our partners. If that’s not possible, delivery will be attempted again. Please be aware that DPD does not offer a next day service to Northern Ireland. Instead they operate a two day service, and therefore orders may take slightly longer to arrive. If you have any issues with the delivery do not hesitate to get in contact.




Where do you deliver?


We deliver across the UK with the exception of the Channel Islands, and our services are split between local delivery within Cardiff City Centre and Nationwide elsewhere.




How much does delivery cost?


Free delivery on orders over £50. The following shipping charges will apply on orders under £50:

  • Click & Collect: Free
  • Cardiff City Local Delivery: £4.00
  • Nationwide Delivery: from £7.00




How does Click & Collect work?


Please wait for an email notification before collecting your order. You must bring your order confirmation and ID for validation. Collections are available Wednesdays & Sunday's between 12 - 2pm.




Not going to be in for our Cardiff City Local Delivery service?


We currently deliver 7 days a week and will contact you to confirm the next available deliver slots. If we are unable to deliver on the first or second attempt, for reasons such as no answer or lack of communication, we will not attempt delivery a third time. You will then be responsible for collecting your order as part of our weekly Click & Collect service outlined above. If your order is not collected within 7 days we will cancel the order entirely. If you have selected our Cardiff City Local Delivery service and need to make any changes, get in touch via the contact page, or drop us a message on social media. Please keep in mind we won’t always be able to change your delivery to your preferred slot, as it may already be full. Otherwise, you can get in touch with us to divert your order to your chosen safe place or neighbour if you’re not going to be in. Be aware that our local deliveries are not always boxed up and may be delivered in paper bags to save on waste. We are in no way responsible for any damage incurred once your order is left in your chosen safe place or with a neighbour.




What to expect from my DPD delivery?


We currently use DPD for the majority of our deliveries. Not going to be in? Do you want DPD to deliver it anyway? Your friendly courier will leave your parcel in a safe place (if you have one) and the parcel doesn’t need a signature. Not everyone gets on with their neighbours, so if you want to tell us your preferred neighbour, or a safe place at your property, enter your reference number here and see your options. How can I change my delivery address? If you would like to change the address before your order is dispatched get in touch via our contact page. Why cant DPD do this for you directly? Well, our shippers like to know if the delivery address is changing and would rather we don't make these changes without their consent. How can I change my delivery time slot with DPD? You can't change your timeslot but you can still get your parcel. We can leave your parcel somewhere safe at the delivery address*, deliver it to your neighbour, drop it off at your local shop or change the delivery date. Enter your reference number here for your options. *Provided the shipper has not instructed us to get a signature. How can I collect my parcel instead? If you would like to collect your order from Loft Leaf HQ get in touch via our contact page. If you're hoping to get your parcel from DPD, you can come to the depot when the driver has finished his deliveries to collect your parcel, you'll need to be bring 2 pieces of ID. Enter your reference number here for your options. Expecting a parcel? When will my parcel arrive? Follow the drivers journey all the way to your door, or select one of our 'in flight' options if you are not going to be by entering your reference number here. Don't forget to make sure we've got your mobile number or email address so we can can send you updates too. Help the driver find my address It's always good to get a helping hand; particularly if your address is hard to find. Enter your reference number here to pass on some directions to our driver. What's my parcel number? No problem, there are plenty of options for you to choose from. You can change the delivery date, arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop, or come to the depot to pick it up. Enter your reference number here for your options. Change my delivery No problem, there are plenty of options for you to choose from. You can change the delivery date, arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop, or come to the depot to pick it up. Enter your reference number here for your options. Missed a delivery? Rearrange my delivery You're spoilt for choice! You can change the delivery date, arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop, or come to the depot to pick it up. Enter your reference number here for your options. I was in, the driver didn't call The driver will do everything they can to get your attention when you're at home, but sometimes you'll still miss each other. See where the driver left your 'sorry we missed you' card, and then select the redelivery or collect option you'd prefer. Can the driver come back? The driver wont be able to make it back to you today; but you can change the delivery date then arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop, or come to the depot to pick it up. Enter your reference number here for your options. I'll collect my parcel instead We look forward to seeing you! Choose from one of our 2,500 local Pickup shops and we'll have your parcel ready for you by midday tomorrow. You'll need to be bring 2 pieces of ID, photo ID and ID with your address on it, such as a utility bill. Enter your reference number here for your options. Didn't find what you were looking for from DPD? If you couldnt find the answer to your query above, please get in touch with DPD.




My delivery is running late, what's happening?


Unfortunately given the current situation, we are experiencing delays with some of our deliveries and our lead time for orders outside of our local delivery area may be a few days longer.




There are items missing from my order?


With our Nationwide Delivery service, your items may be delivered across multiple days rather than arriving together. If you've only got one box, and there are items missing, don't panic, the rest should be with you over the next few days. If you don't receive the rest of your order within a few days, please visit our contact page.




What to expect from my Hermes delivery?


Do you want Hermes to deliver it anyway? Your friendly courier will leave your parcel in a safe place (if you have one) and the parcel doesn’t need a signature. You can now divert your parcel at any point in your parcels journey to your chosen safe place or a neighbour. Just enter your 16 digit tracking number and delivery postcode to see the options available. How can I change my delivery address? If you would like to change the address before your order is dispatched get in touch via our contact page. Otherwise, you can divert your parcel, using Hermes, to your chosen safe place or neighbour if you’re not going to be in. How can I change my delivery time slot with Hermes? Your courier will have a specific route they use to make sure they get all of their parcels delivered that day so you won’t be able to change your time slot. If your time slot isn’t suitable you could divert your parcel to a safe place or a neighbour, so you don’t need to wait in for your delivery. How can I collect my parcel instead? If you would like to collect your order locally get in touch via our contact page. Hermes depots aren’t open to the public so we’d encourage you to divert your parcel if you’re not going to be in.





Klarna

What is Klarna?


Klarna offers direct payments, pay after delivery options and installment plans in a smooth one-click purchase experience.




What is ‘Pay in 3 instalments’ and how does it work?


‘Pay in 3 instalments’ is an alternative to traditional credit but without any interest, which allows you to split purchases into 3 payments. These payments will be automatically withdrawn from the debit/credit card you have on file with us every 30 days until the full order amount has been paid.




How does ‘Pay in 30 days’ work?


Klarna’s ‘Pay in 30 days’ allows you to receive your order up front and get up to 30 days to pay without any interest and fees. In our app you’ll have the option to pay off the balance earlier or extend the due date to a later date if needed.




What information do I need to provide when I buy?


To make a purchase with Klarna you need to provide:

  1. Your phone number
  2. Email Address
  3. Current billing address
  4. A valid debit/credit card
We recommend that if you are new to Klarna and you haven’t used Klarna’s payment options before, you should have your first order delivered to your billing address (where your bank account is registered). This maximises the chances of your purchase being accepted.




What is an Affordability Assessment?


When you choose the Financing option you will be asked to provide or confirm some details about your financial situation. We’ll use this information to decide whether we think you are able to meet your repayment obligations.





Clearpay

What is Clearpay?


Clearpay is a payment service that lets you receive your purchase now and spread the total cost over 4 installments interest free. To make a purchase with Clearpay select Pay by Clearpay at checkout.




How do I sign up to Clearpay?


The good news is – you don’t need to register before your first Clearpay purchase! When you make a purchase with any one of our partner retailers and service providers, simply choose Clearpay as your chosen payment method at the checkout. If you’re a first-time user then provide your payment details as usual to complete your purchase. Once this first order is approved, your Clearpay account is created. Yay! All you need to do now is visit www.clearpay.co.uk and set up your password. The next time you purchase with Clearpay, just log in securely when you checkout. Or you can download the Clearpay App to make the whole process even easier! Please remember that to sign up with Clearpay you need to:

  • Be at least 18 years old
  • Have a valid and verifiable email address and phone number
  • Use a UK bank payment card - Amex, Visa, or Mastercard Debit or Credit Card
  • Be capable of entering into a legally binding contract
  • Have a verifiable and valid ID
  • Be living in the UK (England / Wales / Scotland & Northern Ireland) No UK territories or British Forces Post Offices addresses are allowed, No Isle of Mann or Isle or Jersey or Isle of Guernsey addresses are allowed




How does Clearpay work?


We offer simple instalment plans for online shoppers, allowing a purchase to be paid for in four instalments, due every 2 weeks. Simply shop with one of your favourite stores found in the Shop Directory and choose Clearpay as your payment method at checkout. First-time shoppers provide payment details as usual, returning shoppers simply log in to make their purchase. It’s that easy! After you check out, the goods will be shipped to you by the merchant. At any time, you can log in to your Clearpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically take the money from your debit or credit card every 2 weeks. Please Note: Clearpay does not approve 100% of orders. We are committed to ensuring we support responsible spending. When determining which orders to approve, we considers a number of different factors. As an example, the longer you have been a shopper with Clearpay and the more orders you have successfully repaid, the more likely you will be able to spend more. Things to consider:

  • are there sufficient funds on your card (generally we look to see the first instalment amount being available to spend)
  • length of time you have been using Clearpay (tighter in the first 6 weeks)
  • amount you have to repay, it may help to pay some off (not a guarantee)
  • the value of the order you are trying to place, it may help to reduce the value of your shopping cart (not a guarantee)
  • adding a credit card may increase your spending power (not a guarantee)
  • the number of orders you currently have 'open' with us (not a guarantee)
Whilst we know it can be frustrating to not know exactly how much you can spend each time or how many active orders you can have, our rules and approval process help Clearpay responsibly offer a completely free service to our shoppers.




Is there a cost for using Clearpay?


Clearpay does not charge a fee to shoppers when purchasing. The only fees applied to a shoppers account are late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Clearpay account to make your payment via a different method. If you have not made the payment before the due date, and the automatic payment fails, you have until 11pm the following day to make payment. After 11pm the following day, if that payment has not been made, you will incur a late payment fee of £6 and a further late fee of £6 if the payment is not made within 7 days (as stated in our terms)




When will my first payment be taken?


You will pay the first payment at the time you make the purchase with Clearpay.




Is Clearpay safe and secure?


At Clearpay, we’re committed to protecting and respecting your privacy. We’re part of the Afterpay Touch Group, which is level 1 certified by the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of security in the payment industry. You can also read more here.




How do refunds work with Clearpay?


In general, refunds are applied starting with your final payment and working backwards to earlier payments. Full Refunds If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with. Partial Refunds The same principles apply if you’ve returned a portion of an order and received a partial refund.





Laybuy

What is Laybuy?


Laybuy is a payment service that lets you receive your purchase now and spread the total cost over 6 weekly automatic payments interest free. To make a purchase with Laybuy. Select Pay by Laybuy at checkout.




How do I sign up to Laybuy?


You can make your first Laybuy purchase as soon as you complete their registration and your account is activated. Your Laybuy account can be created either by clicking Sign Up on their site, or by selecting Pay by Laybuy upon checkout and creating an account. Once approved by Laybuy, you will be able to complete purchases using Laybuy.

Laybuy performs a credit check on all new users upon registration and you may be asked to input valid ID. Once your credit score & ID has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit. To be eligible to use Laybuy you must:

  • be at least 18 years old
  • be a resident of New Zealand, United Kingdom (excluding Ireland) or Australia
  • have a valid and verifiable email address and mobile telephone number;
  • have a valid debit or credit card
  • have a valid licence or passport




How does Laybuy work?


Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks.

Laybuy performs a credit check to obtain a credit score on all new users upon registration. Once your credit score has been confirmed and your account has been verified, Laybuy assigns your Laybuy limit and you can begin shopping immediately.

The first payment equal to one sixth of the purchase price occurs once your order is completed. The remaining 5 payments are processed each week on the day of the original purchase from your nominated card. No further action is required and all account information including a payment schedule can be viewed, at any time, through your Laybuy account.

Once you select Pay by Laybuy at checkout and complete your purchase, we'll ship any products directly to you at the delivery address you have requested.




How much does Laybuy cost and is there a fee?


Laybuy doesn't charge you any interest or upfront fees.

If you miss a payment you will be notified immediately. A late payment fee of £6 may be charged in respect of each payment you fail to make on time. Any payment default may also result in our debt collection service contacting you and/or your credit score being affected.




How do I get in touch with the team at Laybuy?


You can simply click Submit a Request on Laybuy's website and the team will get back to you as quickly as possible. Just make sure you include as much information as possible so that we can get your query resolved asap. If you are getting an error message, be sure to include a screenshot so that they can see what is going on.




How do refunds work with Laybuy?


When the merchant receives the products, accepts the return and refunds the amount to Laybuy, you will then receive a notification of this refund and your order will be adjusted immediately. Partial refunds: - If you have upcoming/pending payments, these will be cancelled first - Any left over amount will then be refunded back to the card that was used to pay Full refunds: - Any funds will be transferred back to the card that was used to pay - The bank may take 5-7 business days to process this amount.

Please note, you will be liable for all payment amounts until Laybuy receives confirmation from the retailer that a return has been accepted and we have received the refunded amount into Laybuy's account.





If there's something else you'd like to know, tap the chat bubble link below to start a chat. Don't worry, we don't bite!