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 firstname.lastname@example.org 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.
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 satisfaction guarantee that lasts up to 12 months and a lifetime plant doctor service. Click here to learn more about our guarantee.
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.
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 White Glove Delivery in California may be canceled up to 48 hours before your delivery date.