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.
SHIPPING, REPLACEMENTS & RETURNS
1. DAMAGED GOODS
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.
2. CHANGE OF ADDRESS
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.
3. LOST PARCELS
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.
4. RETURNS & EXCHANGES OF LIVE PLANTS
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. 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.
5. RETURNS & EXCHANGES OF NON-PERISHABLE ITEMS
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 and ship the item back using your preferred courier. 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 may be canceled up to 72 hours before delivery for a 20% restocking fee. White-glove deliveries can be rescheduled to up to 72 hours prior to delivery. Rescheduling after this period will incur a 20% restocking fee and delivery fee.
LG Pro Orders
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.
Due to the customized nature of this product, processing time may vary and is indicated on the product page.
Custom orders may involve items being shipped from multiple locations, ensuring that your order reaches you by or before the selected date.
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.
All Léon & George plants are 100% alive, grown naturally and can vary in shape height (±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.