Our Guarantee

Every plant we send is checked and packed by hand at our nursery, and every plant is covered by our 7-day live arrival guarantee.

Plant imperfections and acclimatisation

Plants are sensitive to significant environmental changes, and as living organisms they may show minor cosmetic imperfections on arrival. We carefully photograph and document our plants, noting any blemishes before shipping. Because of the shipping process, it is normal for your plant to need several days or even weeks to acclimatise fully to its new environment before it settles and grows.

We film a root check of every plant for our records and, where possible, we will send you the root check filmed while packing. All plants are acclimatised before sale. Most of our plants are grown by us from corm. The specialist plants we import arrive as stem cuts or tissue culture and are rooted and grown on here before they are sold; tissue culture plants stay in moss for a minimum of 4 weeks.

Order issues and support

If you have any issue with your order, please contact us as soon as possible, and no later than 7 days after receiving your plant. Email sales@thealocasiacompany.co.uk with your order number, full name and several clear photos of the plant. Getting in touch promptly helps us sort it out quickly.

Important guarantee information

Compensation cannot be guaranteed if we are not told within the 7-day notification period. After that, we cannot verify the care and conditions the plant has had. Repotting your plant within the first 7 days voids the guarantee.

What the guarantee does not cover

• Natural variation in colour, shape and markings. Every plant is individual.
• Damage caused by mishandling after delivery. Care of the plant is the responsibility of the buyer.
• Plants that have been repotted or pruned by the customer.
• Missed deliveries caused by incorrect contact details or addresses given at checkout, or parcels left outdoors by the courier at the customer's request.
• Plants returned to us after multiple missed delivery attempts or non-collection from a delivery point. Plants are perishable, so these cannot be refunded.
• Plants or perishable items sent outside the UK.

Thank you for helping us keep every plant in the best possible condition.