Returns and Delivery
Click & Collect: FREE
Cardiff City Local Delivery: £4.00, free with order over £50
Nationwide Delivery: from £7.00
We currently offer three delivery services:
Click & Collect
Cardiff City Local Delivery
Click & Collect
Please wait for an email notification before collecting your order.
You must bring your order confirmation and ID for validation.
Collections are available on Sunday's between 12 - 2pm.
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.
For all deliveries outside Cardiff, we currently dispatch orders 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 deliveries to Northern Ireland cannot be shipped via our standard DPD Next Day service. Therefore, orders may take slightly longer to arrive. If you choose our Hermes Standard delivery, please be aware this may take up to 7 days on average to arrive. Therefore we cannot guarantee that your plants will arrive in the same condition they left us in, and we will not offer a refund, replacement or credit.
If you have any issues with your delivery do not hesitate to get in contact.
Concierge and Safe Space Policy
Please check with your concierge that they are able to accept perishable items before recommending this as your safe space. Loft Leaf cannot take responsibility for lost orders once delivered to your safe place.
Delivering to Commercial Property or Residences of Restricted Parking
For our Local Delivery service in Cardiff, if drivers are required to deliver your order via a loading bay, you must respond to our delivery notification and we will reply with a driver name and vehicle registration number. It is your responsibility to book us in ahead of time. Failure to do so will result in a missed delivery.
For our Nationwide Delivery service, if drivers are required to deliver your order via a loading bay, you must make the necessary arrangements with one of our delivery service partners. It is your responsibility to make any arrangements ahead of time. Failure to do so will result in a missed delivery.
From time to time, our chosen courier service may fail to deliver your order. If your order still hasn't arrived after 7 working days, please get in touch via our contact page, or social media channels.
In the event that your order has gone missing, we will send a replacement within 48 hours. Should there be further issues with the replacement shipment we will refund the original order.
If the first order does eventually arrive, we will get in touch requesting photos of our product. For items that are not damaged, and are in a re-saleable condition, you can either choose to keep them following additional payment, or return them to us. If you choose to return the product, we will pay for delivery.
Loft Leaf Promise
We're houseplant lovers as much as you, so, we make every effort to bring you a plant that is as close as possible to the plant that appears on our website, in the size you have chosen. As with all living things, there is some natural variation in both size and shape.
If you’re unhappy with your order for any reason, get in touch with us within 7 days via our contact page. If you don’t like your plant and would like to return it, you are responsible for the return shipping charges, and we will then refund the cost - provided you’ve been following our care instructions. If the return shipment is lost in transit, we will not refund your order.
If you feel that your plant has arrived damaged or unhealthy, be sure to include a photograph of it when you contact us. We may ask some quick questions to better understand how you’ve been looking after it, so we can help narrow down the problem. We will always do our best to help you get your plant back to tip-top condition. Of course, if we can’t fix the problem we'll offer a replacement or refund.
For all other products, such as non-plant items, you have up to 7 days to request a refund, provided it’s unused and in a re-saleable condition.
To request a return, and for all other inquiries, visit our contact page.
In the instance that a refund is required, it will be made through the original payment method. Once the refund or exchange has been issued we are unable to make any changes.
If you wish to exercise your right of cancellation within 7 days, you are obliged to retain possession of the goods and take reasonable care of them according to our plant care guidelines.