delivery policy
Due to the delicate nature of terrariums, it is not possible to ship by post at this time. At the time of purchase, the buyer will be able to select their delivery preference: either hand delivery for a £10 delivery fee or local collection in Penge. After purchase, the seller will contact the buyer to arrange a date and time for hand delivery or, alternatively, a date, time, and location for local collection in Penge.
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The seller will make every effort to deliver orders within 14 days of the date of purchase, subject to the lead time to order custom materials, backlog of orders, and other external factors outside the seller's control. The seller will communicate with the customer to arrange a suitable delivery or collection date.
return policy
The customer has seven days from the date of delivery or collection to request a full refund for their purchase, should the customer be dissatisfied with their item(s). If a refund is requested, the seller will work with the buyer to arrange a return. A refund will only be delivered upon repossession of the item(s) by the seller. Custom orders are only eligible for a refund of up to 50% of the purchase price.
plant warranty
As with many things in life, sometimes the unexpected happens. Whilst rare, it is possible that a terrarium plant may die. This can happen for a number of reasons - sometimes the roots simply don't take to the new soil, an unseen bacteria or fungus can make its way into the terrarium, a snail could sneak its way in (clever creatures!), or a host of other reasons. Often, it's very difficult or impossible to identify the exact reason for a plant dying. To avoid this to the greatest extent possible, Danielle prefers to hold finished terrariums for at least 2 weeks in her possession in order to monitor the settling period of the terrarium and does this whenever possible.
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The seller encourages any customer with a concern about the condition of their terrarium plants to get in touch as soon as possible. The seller will replace any plant that has died in the terrarium at no fault of the customer for free within 3 months of purchase.
customer satisfaction
Customer satisfaction is of utmost importance to the seller, who makes every effort to create terrariums that inspire joy, curiosity, and imagination. If you have any concerns, questions, or feedback about your terrarium, the seller encourages you to email Danielle@natureinaglass.co.uk.