terms & conditions

In the unlikely event that a product is damaged in delivery, fails to arrive or is the wrong item, please contact us to let us know of the problem as soon as possible so that we can arrange to re-send on the next available delivery date or issue a refund. We will advise you on whether you are eligible for a refund or replacement.

If for any reason you are not happy with your order, please contact us. We aim to resolve any complaint within 1 working day. Please note that we may ask you to take a photograph of the product to help us establish the problem and correct any future problems. Should it be necessary, we will then advise you on how to return your item.

Because plants are perishable, we need to be informed of any problem with your order within two days of delivery to give us the best chance of resolving the issue. We will, at our discretion, consider issues raised after two days, but reserve the right to refuse a refund or replacement.

Refunds cannot be given for plants/trees that have died quickly, unless we understand there to be a genuine problem. It is important that plants and trees are cared for correctly - Putting them by heat sources or draughts, or failing to change the water may damage them. We include instructions with all our products.

Emails and calls are answered during business hours (Monday - Friday 9am - 5pm).


Personalisation is done once an order is accepted regardless of delivery date so it is important that you double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. It is up to you to ensure that content you have contributed for inclusion in a personalised product is correct, and is correctly spelt.


If you wish to cancel your order and it has not been accepted, please contact us immediately so that we can decline the order.

Once an order has been accepted but not dispatched, we can refund you minus the personalisation costs. If you'd like to have the personalisation part of the product, we will also deduct the postage costs.


If there is a problem with the personalisation, please let us know straight away.

We will reprint and resend the item free of charge. Please note that refunds cannot be given if personalisation is mis-spelt as a result of your own action.

It is not our policy to offer both a refund and a replacement.

Please see notonthehighstreet.com's terms & conditions.