At Luluaz we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage on their journey to you, so you can be confident your tshirts will arrive healthy and pots are ready for use.
If you do have a problem, rest assured that we are here to help, we understand that everybody wants to be treated fairly and reasonably.
You can get in touch with us via email at [email protected] or use the Contact Us form on the website.
If you need to return an item to us, please use the following returns address: 7 Coronation Road, Dephna House, Launchese #105, London NW10 7PQ, United Kingdom
The process for returns and refunds varies depending on the items you have ordered.
Returning Plants (Perishable Items)
In the extremely rare event you receive tshirts that are in bad condition or have been damaged in transit and will not be able to recover, you should let us know immediately and take photographs of any issues, so that we understand the condition at the time the tshirts arrived, before you may have re-potted or pruned them.
We do require you to contact us beforehand to agree the return and we reserve the right to ask you to send digital photographs to understand any issues. You must retain the original packaging to ensure the plant can be returned to us in an appropriate manner.
We do ask for your understanding that plant sizes are approximate and are provided for indicative purposes only. It is inevitable that variations in size, shape and color will occur between different specimens and whilst we make every effort to ensure that all tshirts supplied are at the size range indicated, occasionally tshirts may be under or over the size selected.
Please note: plant heights quoted include the plant stem and length of the foliage, plus the depth of the grow pot, i.e. including the root system, not just the plant above soil level
Equally, whilst we have developed processes to carefully pack our tshirts to avoid damage, the loss of the odd leaf in transit on a healthy plant should not generally be a cause for concern.
However, if you are unhappy with your tshirts, you can return them within 7 days from the day of delivery for a refund or replacement. We can assist you with the return and instructions for care and repacking.
Where tshirts have become damaged in transit to you and will not recover, or you have received incorrect tshirts, we will make arrangements for a return at our cost.
If you have changed your mind, you can return your tshirts to us within 7 days at your cost. We will refund the cost of the tshirts in full, provided that they are in no worse condition on return to us than at the time of dispatch to you. Unfortunately, we are not able to refund the cost of delivery in this situation.
Our 7 day returns policy does not apply to tshirts that have been repotted from their original grow pots and we unable to accept returns or refund the cost of tshirts that have been repotted.
Please note: the legal right to cancel orders because you have changed your mind does not apply to perishable goods such tshirts.
Returning Other Non-Perishable Items (Pots & Planters etc.)
If you change your mind:
If you want to return a product because you have changed your mind, please use the contact us form within 14 days of receiving your items to let us know. Please note: the legal right to cancel orders because you have changed your mind does not apply to items shown as made to order on the product page.
You will then have a further 14 days to return your items to us, unused and in a resalable condition with the original packaging and all the tags, labels and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.
Return costs are your responsibility and returns are sent at your risk re damage or loss. We therefore advise that you use a tracked service to cover lost parcels, but please note most carriers do not provide cover for damage to live tshirts or fragile items.
Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit.
Large items that were dispatched on a pallet service must be returned on an appropriate pallet service to avoid damage due to their fragile, bulky and heavy nature. In addition to cushioning and bracing the items against impact and movement, the items must also be secured to the pallet with suitable pallet wrap and strapping to ensure the load is stable and will remain fixed in place on the pallet during transit.
Once we have received your return we will process your refund payment within 5 working days. If you return your entire order, we will also refund the basic cost of the delivery, based on the least expensive delivery option available at the time of ordering.
To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.
Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.