Refund policy

Live Plant Returns & Arrival Issues

We want your new garden companion to arrive in good condition. Please unpack and inspect your live plant promptly upon delivery.

Due to their perishable nature, live plants are final sale and cannot be returned for a change of mind. If your plant arrives damaged, appears unhealthy, or you receive the wrong item, please email hello@thelovefern.com within 24 hours of delivery.

Include:
• Your order number.
• A brief description of the issue.
• Clear photographs of the entire plant and the affected areas.
• Photographs of the shipping box, protective packaging, and shipping label.

Please keep the plant and packaging while we review your claim. Do not return or discard the plant unless we instruct you to do so. Additional photographs may be requested; please do not cut or scratch the plant unless we provide specific instructions.

Plants may experience minor cosmetic changes during shipping. Dormancy, a few damaged leaves, or temporary wilting do not necessarily mean a plant is dead. We assess the condition of the whole plant when reviewing an arrival concern.

Plants naturally vary in size, shape, and appearance. Flowering is seasonal, and product photographs may show mature plants or blooms for reference. Please check the product description for the size and form supplied.

For an approved arrival claim, we will arrange an appropriate replacement or refund. Replacement availability may vary. Reports received more than 24 hours after delivery may limit our ability to verify the plant’s arrival condition and arrange a remedy.

Please retrieve your package promptly and follow the plant’s care instructions. We do not offer an ongoing survival or flowering guarantee unless one is expressly included in the product listing.

 

Non-Plant Returns

For eligible non-plant items, you have seven calendar days from delivery to request a return. This section excludes live plants and preserved floral products.

To qualify, items must be unused, unwashed, unassembled, and in their original packaging, with all tags, parts, and accessories included. Personalized or custom-made items and products clearly marked final sale are not eligible for change-of-mind returns.

To request a return, email hello@ilexatelier.com with your order number and the item you wish to return. Please wait for authorization and shipping instructions before sending anything back. Items may need to be returned to different locations.

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are nonrefundable unless the return results from our error or an approved damage or defect claim. For furniture and other large items, return freight can be substantial.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly and report any damage, defect, or incorrect item as soon as possible, preferably within 24 hours of delivery. Include your order number and clear photographs of the item, packaging, and shipping label. Keep the item and packaging while we review the issue.

The seven-day change-of-mind return window does not limit any rights you have concerning faulty or incorrectly supplied goods under applicable law.

Refunds

Once your authorized return has been received and inspected, we will notify you whether the refund is approved. Approved refunds will be issued to your original payment method. Please allow up to 10 business days for processing; your bank or payment provider may require additional time.

This policy does not limit any rights you have under applicable consumer law.