15% off all orders above £50. Use code "BlackFriday" at checkout.

  1. Home
  2. FAQs

FAQs

Common Questions

Shipping & Delivery

We ship fresh plants directly from our trusted growers in the Netherlands, typically arriving within 3-5 business days. We carefully package your plants to ensure safe arrival, and our customer support team is here to help with any issues. You'll receive a tracking number to monitor your delivery, and we currently ship to all UK addresses. Please review our return policy for plants, and note that some species may have shipping restrictions. We take great care to pack our plants safely and securely to ensure they arrive to you how they left us. 

Read more about our partnership with the Netherlands here.

Why do we ship from the Netherlands?

Here's a summary of the main benefits you will experience due to us direct shipping from our Dutch growers:

  • Massive increase in variety: You will have access to hundreds more houseplant options, allowing you to find the perfect plants.
  • Higher quality plants: Sourcing directly from Dutch growers ensures plants are expertly cared for and in peak condition when they arrive at your door.
  • Fresher plants: Direct shipping means plants spend less time in transit, arriving fresher and healthier.
  • Unique and rare finds:You'll now be able to discover unusual and hard-to-find plant varieties that were previously unavailable.
  • More sustainable: Direct shipping reduces transportation emissions and packaging waste.

Why can't I choose store pick-up?

To bring you an even wider variety of the freshest, highest quality plants, we've partnered directly with growers in the Netherlands. This exciting change means we can no longer offer store pickup, but you'll now have access to hundreds more beautiful plants delivered straight to your door!

Why is there now a minimum order on the webshop?

To make our new direct shipping model from the Netherlands as efficient and eco-friendly as possible, we've implemented a £25 minimum order. This allows us to optimise shipping and reduce unnecessary packaging, contributing to a greener plant-buying experience.

My plant isn't the same as the one pictured?

Please be aware that your plant may vary from the picture as this is a living item. Variations of shape and colour are perfectly natural and to be expected.  We will send you a plant as close to the picture and description as possible. The picture shown is an example of what's in stock unless stated otherwise.

Will you help me & answer my questions?

Yes! If you have any questions or need help looking after your plants please take a look at our houseplant library. We will be updating this every month with new plant care tips.

When you buy from Root you will receive a care guide full of all the information you need to keep your new plants happy and healthy.

If you need anymore plant help — feel free to visit our house plant shop in Liverpool for a chat, or you can send us a message on Instagram, ping us an email to
care@root-houseplants.com or fill in our contact form.

My order is a present, can I include a gift message?

At the moment we are unable to include a gift message with your order but are working to find a solution ASAP! Sorry for the inconvenience.

Is my plant harmful to pets?

Some plants are harmful to pets if ingested. Check out our pet friendly section for some suitable options.

My order arrived damaged, what do I do?

We try our very best to ensure the safest possible delivery, however, sometimes our couriers might not be as careful!  If your plant arrives damaged then please send us a picture within 24 hours and we'll be happy to help. Please keep all original packaging as you may need this to send your plant back to us.

Returns policy

We allow returns and exchanges up to 14 days after your purchase date providing the plants have not been removed from the original pot and substrate. Please keep all original packaging as we will only accept returns in the same box as this keeps the plant nice and safe on its way back to us. We will assist you in repacking your plants.

We guarantee our plants 14 day from receipt.  We guarantee to send happy and healthy plants, however, it is your responsibility to care for them and we cannot be responsible for neglect or mis care. To allow the plant to acclimatise in its new home, there should be no repotting or any cutting of the plant for a minimum of 14 days after receipt. 

Our plants are sent with a detailed care guide to help you look after them. You must provide the adequete conditions to keep them alive. We reserve the right to determine the appropriateness of care before authorising a return and/or refund.

Read the full Terms & Conditions here.

Featured in:

LivingetcThe TimesIndependent LiverpoolLJMU