FAQ's
ORDERING & AVAILABILITY
Do you restock sold-out plants? Some plants may be restocked, but many are available in limited quantities or as one-off batches. If something catches your eye, we recommend purchasing while it's available.
Can I reserve a plant or place a hold? At this time, we don't offer plant reservations or holds. All plants are sold on a first-come, first-served basis.
Are the plants pictured the exact plants I will receive? Yes. Unless stated otherwise, the plants shown in our listings are the exact plants being sold. If a product uses representative images or shows multiple plants, this will always be clearly stated in the description.
SHIPPING & DISPATCH
When do you ship orders containing plants? Orders containing live plants are dispatched Tuesday to Thursday (depending on time, some plants may be shipped Monday). This is to avoid plants being held in transit over weekends.
Do you ship orders on Fridays? Only orders not containing plants may be dispatched on Fridays.
How long does dispatch take? We aim to dispatch all orders within 1-3 working days, though this may be longer during busy periods or adverse weather.
How long does delivery take? Most UK mainland orders arrive within 2-4 working days from dispatch. Non-UK mainland orders may take slightly longer.
Do you ship on bank holidays? No, we do not dispatch orders on UK bank holidays.
LIVE PLANTS & PLANT CARE
Do you offer a live arrival guarantee? Yes. All live plants are covered by our 7-day Live Arrival Guarantee.
What does the Live Arrival Guarantee cover? The guarantee covers plants that arrive dead or in poor condition due to transit. Issues must be reported within 7 days of delivery, with clear photos provided.
Do minor imperfections count as damage? No. Minor cosmetic marks, leaf blemishes, or signs of transit and acclimation stress are normal and do not qualify as damage.
Can plants change after delivery? Yes. Plants are living organisms and may react to changes in environment. Leaf drop, colour changes, or slowed growth can occur as part of normal acclimation.
WEATHER & SEASONAL SHIPPING
Do you ship during extreme weather? To protect plant health, we may delay dispatch during periods of extreme heat, cold, or poor weather conditions.
Will weather delays affect my guarantee? No. Weather-related delays do not affect your eligibility under our Live Arrival Guarantee.
RETURNS & REFUNDS
Do you accept returns on live plants? No. Live plants are perishable goods and we do not accept returns for change of mind.
What if my plant arrives damaged or unhealthy? Please contact us within the relevant timeframe outlined in our Live Arrival Guarantee, including photos of the plant and packaging.
Can I return non-plant items? Yes. Non-living items such as tools, accessories, and components may be returned within 14 days, provided they are unused and in original condition.
POTTING MIXES & COMPONENTS
Do you make your own potting mixes? Yes. We stock a range of specialist potting mixes designed for different plant types, as well as individual components for custom mixes.
Are your potting mixes suitable for all plants? Each mix is designed for specific plant groups. Please check product descriptions carefully or contact us if you're unsure.
PAYMENTS & CHECKOUT
What payment methods do you accept? We accept debit and credit cards, as well as supported digital wallets such as Apple Pay, Google Pay, and Shop Pay.
Is checkout secure? Yes. All payments are processed through secure, encrypted payment gateways and we do not store card details.
GENERAL
Are you a physical shop? No. The Aroidarium is an online-only store. (for now)
Is everything packed by hand? Yes. Everything is carefully packed by hand to ensure plants and products arrive safely.
How can I contact you? For order queries or support, email help@thearoidarium.co.uk. For general plant enquiries, email hello@thearoidarium.co.uk.
