Shipping Fees
Delivery is free for all orders over £50. For orders under £50 we charge a £5 delivery fee. All delivery prices are inclusive of VAT.
Deliveries
Within London, we deliver between the following hours:
Monday-Wednesday - 1pm-10pm Thursday-Sunday - 9am-6pm We’ll text and email you the day before your delivery to give you a more precise time slot. For deliveries outside London, you’ll receive an email with a link to your order status page once your order is out for delivery.
Customers can get in touch with us through the help widget at any time to update their delivery instructions.
We are unable to accommodate next day delivery as we work on a just in time basis with our suppliers across Europe.
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.
Patch cannot take responsibility for lost orders once delivered to your safe place. It is driver procedure to take photographic evidence or a signature for any orders left as requested by the customer.
Delivering to Commercial Property or Residences of Restricted Parking
If drivers are required to deliver your Patch order via a loading bay, please respond to the 4 hour ETA notification and we will reply with a driver name and vehicle registration number. It is your responsibility to book our drivers in ahead of time. Failure to do so will result in a missed delivery.
Returns
Patch Promise
We love all our plants and want you to love them too. We make every effort to bring you a plant that as closely as possible matches the plant as it 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 plant for any reason, contact us within 30 days using the Help icon in the bottom right-hand corner of the page.
If you don’t like your plant and would like to return it, we can collect it and refund the cost of the plant, provided you’ve been following our care instructions.
If you think your plant arrived damaged or unhealthy, please include a photograph of it when you contact us. We may ask some questions to understand how you’ve been looking after it, so our plant doctors can diagnose the issue. In every case we will do our best to help you get your plant back to full health. If we can’t fix the problem, we will provide a replacement or refund.
For all non-plant items, you have up to 30 days to request a refund, provided it’s unused and in a re-saleable condition. To request a return, and for all other enquiries, use the Help icon.
Cancellation policy
If you wish to exercise your right of cancellation within 14 days, you are obliged to retain possession of the goods and take reasonable care of them according to our plant care guidelines.
