Frequently asked questions

All orders are processed within 1–2 business days, Monday to Friday, excluding public holidays. Orders placed at a weekend are processed from the next business day.

Processing can take slightly longer during holidays and peak shopping periods.

Once processed, orders typically arrive within 4–8 days, excluding courier delays. Total delivery time may be a little longer over public holidays and peak seasons.

We ship worldwide. Delivery is complimentary on New Zealand orders over $150. Below that threshold, and for all international destinations, shipping is calculated automatically at checkout from your delivery address and shown before you complete your purchase.

Contact us within 24 hours of placing the order and we will do our best to change or cancel it. Once an order has been processed or shipped we can no longer cancel it — you can still return it under our 30-day guarantee.

If your order has not yet been dispatched we can usually correct a delivery address. Send us your order number and the correct address as quickly as possible.

For most orders, no additional customs duties or import fees are payable on delivery. Where local customs regulations do apply a charge, it is the responsibility of the customer.

As soon as your parcel leaves us we send a shipping confirmation email with a tracking number and link. Open the link, or paste the number into the carrier's site.

Tracking can take up to 24 hours to show its first scan after dispatch. That gap is normal. If you cannot find the email, check your spam or promotions folder — that is the most common reason it goes missing.

Tracking often pauses for a day or two while a parcel moves between depots or clears customs. If there has been no movement for five business days, get in touch and we will open an enquiry with the carrier.

Before contacting us, please check:

• Any safe place or porch where parcels are usually left
• With neighbours, a concierge or building reception
• The carrier's card or notification for a pickup point

These resolve the majority of cases. If it still has not turned up 24 hours after the delivery scan, contact us and we will take it up with the carrier.

Guest orders are not linked to an account, so tracking is only available through the shipping confirmation email. If you cannot find it, contact us with the email address and full name you used at checkout and we will resend it.

We offer a 30-day money-back guarantee on top of your rights under consumer law. Unused items returned in their original packaging within 30 days of delivery are refunded in full for the item price.

Items need to be unused, unwashed, and returned with any tags still attached.

Email us with your order number and the items you want to return. We will confirm the return address and instructions, then pack the items securely — ideally in their original packaging — and send them back using a tracked service, keeping your proof of postage.

Please do not send anything back before contacting us.

Return postage is the customer's responsibility unless the item is damaged, defective or incorrect — in those cases we cover it. We recommend a tracked service, as we cannot be held responsible for items lost or damaged in return transit.

Once your return reaches us and has been checked, we issue the refund to your original payment method and email you to confirm. How quickly it appears then depends on your bank or card issuer, typically within a few business days.

The quickest route is to return the original item for a refund and place a new order for the size or finish you want, so you are not waiting on the return to clear.

Email us within 48 hours of delivery with photographs of the item and the packaging, and we will put it right. You are entitled to a repair, replacement or refund, and we cover return postage in these cases.

That is the entire test. Every piece is judged beside its living counterpart at one metre, in daylight, and if the two are easy to tell apart the sample goes back to the maker.

What gives cheap artificial plants away is almost never the shape — it is uniformity. We colour-grade leaves across several tones per species, press them against moulds taken from living cuttings, and set them at varying angles so nothing repeats.

Every batch of foliage is treated with a UV inhibitor before assembly, which is what stops greens turning grey-blue in a bright window. Samples spend 1,200 hours under a UV lamp — roughly a decade of indirect indoor light — and anything with a visible colour shift is reformulated before it reaches the range.

Yes. Every tree arrives potted and set in fired stoneware or cast cement with a weighted base, sized so a 1.8 m tree does not tip when a door slams. There is no separate pot to buy and no polystyrene to hide.

They are designed for it. A wire spine runs through every stem, so branches can be bent to your space and will stay where you put them. It also means a piece can be reshaped after storage rather than arriving permanently flattened.

Dust is the only thing that will make a good artificial plant look bad. Work from the top of the plant downwards, so anything you dislodge falls onto foliage you have not cleaned yet, and support each leaf from underneath with your other hand.

Every few months is plenty. Every week and you are handling it more than the dust is.

No water, no glass cleaner, no silicone leaf-shine sprays. Water will not damage the silk, but it lifts dust into a paste that dries in the veining and is far harder to remove than the original dust. Leaf-shine leaves a tacky film that attracts more dust than it removes.

Spend a minute bending each branch back out along its armature before you dust it. It will not spring back on its own, and it is meant to be reshaped.