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It is our mission to provide the very best in product and service. Here is information on policies related to shipping, replacements and returns. Please note that this policy only applies for orders placed through this website, and custom orders are subject to different terms.
Despite our best efforts to carefully protect plants and package your order, they are placed in the temporary care of logistics services to ensure a safe delivery. On occasion, packages are mishandled or exposed to extreme weather conditions. This can lead to broken ceramics or plants arriving in bad shape. If this happens to you, simply submit proof of damage through this form and we'll arrange a replacement. Claims must be submitted within 3 days of delivery.
Please note that only the component of your order that arrived damaged will be replaced (plant, pot, or stand).
If a product is disposed of before a resolution is confirmed, any option for a replacement or compensation will be nullified.
Leon & George will cover delivery only for orders with addresses entered correctly at checkout and as confirmed on your receipt. If your order has not yet shipped, you can change your shipping address by emailing us at [email protected] with the subject line “Urgent: Change of Shipping Address.”
Once an order has departed from our facility the shipping address can no longer be changed. Orders sent to addresses entered incorrectly at checkout are not applicable for replacements, refunds, or re-shipments.
On a case-by-case basis, our team can assist in redirecting your package to you, but any associated fees will be the responsibility of the customer.
If you've confirmed the shipping address is correct, but the tracking shows your order as delivered and you have not received it, be sure to check your side doors, porches, garage areas, and nearby bushes. Sometimes parcels are tucked away for safety. Occasionally orders are left with neighbors, as well as with the concierge or nearby staff.
If your order has not appeared after seven days of the indicated delivery date, please submit a claim here and we will process a replacement. Refunds are not applicable on lost orders.
Due to the perishable nature of living plants and their susceptibility to variable conditions, returns and exchanges are not accepted. However, we are proud to offer a two-tiered guarantee that lasts up to 12 months and includes a lifetime plant doctor service. Click here to learn more about our guarantee.
Orders placed with our local white glove delivery service may return or exchange live plants if initiated within 7 days of delivery. Exchanges will incur a new delivery fee. For returns, delivery fees from the original order are non-refundable and a 20% restocking fee will be deducted from the total refund. Upon return, please allow approximately 5-10 business days for processing.
Returns and exchanges of non-perishable items such as ceramics and accessories will be accepted if the return is initiated within 5 days of an item's delivery.
Submit a return request here. Please ship the item back using your preferred courier and provide the tracking number. Shipping costs for exchanges will apply.
The product must be secured, returned in its original packaging and arrive un-damaged. Returns that are not in the original packaging will not be accepted.
Shipping fees from the original order are non-refundable and a 20% restocking fee will be deducted from the total refund. Upon return, please allow approximately 5-10 business days for processing. For orders via the LG Pro service, shipping fees from the original order and a 50% restocking fee will be deducted from the total refund.
Returns or exchanges on physical and digital gift cards are not accepted.
Due to the customized and perishable nature of our products, cancellations with a full refund are only accepted within 24 hours of your order date and as long as your order has not already left our facility.
Orders scheduled for local white-glove delivery may be canceled up to 72 hours before the selected delivery date for a 20% restocking fee. White-glove deliveries can be rescheduled to up to 24 hours prior to delivery. Rescheduling on your original day of delivery while your order is already in route can be accommodated, though will incur a 20% restocking fee and new delivery fee.
All orders placed via Léon & George Pro are deemed custom orders. When you place a custom order, your item will be specially made or ordered directly from the factory based on your unique specifications.
Processing Time
Due to the customized nature of this product, processing time may vary and
is indicated
on the product page.
Fulfillment Locations
Custom orders may involve items being shipped from multiple locations,
ensuring that your order reaches you by or before the selected date.
Cancellation Policy
Due to the customized and perishable nature of our products, LG Pro items
may be cancelled for a full refund only if the request is initiated within
24 hours of your order. After this period, cancellations of custom orders
will be accepted as long as your order has not already left our facility and
will incur a 50% restocking fee. This fee covers the costs associated with
manufacturing or sourcing the item specifically for you, as no inventory is
held for custom orders.
Returns & Exchanges
Due to the perishable nature of living plants and their susceptibility to
variable conditions, returns and exchanges are not accepted. Returns and
exchanges are accepted for non-perishable items if initiated within 5 days
of the item's delivery. See more details about our extended
guarantee for live plants and the
Returns
process here.
Plant Aesthetic
All Léon & George plants are 100% alive, grown naturally and can vary in
height and shape (±10%). Each order is hand-selected for health and beauty, and
will look as close as possible to the tree depicted. If you are looking for
a specific height and shape, please get in touch and we'll be happy to help.
We are delighted to offer a curated selection of rare and unique plants for true collectors. Please carefully read the following terms of sale, which apply specifically to our rare plant collection:
Non-Replaceable Items: Due to the unique and rare nature of the plants in our Collector's Edition, rare plants are excluded from all discounts and all sales are final. These plants cannot be replaced or exchanged.
Condition Upon Delivery: We take great care to ensure that your rare plant arrives in optimal condition. Please inspect your plant upon receipt and notify us within 24 hours of delivery if there are any issues. We will require photographic evidence to assess any claims.
No Warranty: As these are living plants, we cannot provide a warranty on their lifespan or growth. Proper care and conditions are essential for the well-being of the plant, and we recommend following our detailed care instructions provided.
Shipping and Handling: Our rare plants are shipped or delivered with the utmost care and attention to ensure they arrive safely. We cannot be held responsible in the case of unfortunate delays or damage, but we will do our best to facilitate a solution for you.
Non-Refundable: All purchases of rare plants are non-refundable. In the event of a delivery issue where the plant is damaged or lost, we will work with the shipping carrier to resolve the matter, but replacements or refunds are not guaranteed.
Customer Responsibility: By purchasing a rare plant from Léon & George, you acknowledge that you understand the unique nature of these items and agree to the terms outlined above. You also accept responsibility for providing the appropriate care and environment for your plant.
