Popular Questions
Yes, Our plant passport number is S03436. We have been inspected and fully comply with all the requirements for a houseplants business.
All of the pictures available on our website represent our actual stock. We typically present 2-3 different plants to give you an idea of our ‘average’ plant.
Unfortunately, you cannot select a specific plant, as your plants will be chosen randomly. However, we always make sure that our plants are in excellent condition, and we would never send anything that we wouldn’t want to receive ourselves.
Please keep in mind that very fragile and large plants may have a higher risk of having damaged leaves. While we do our best to minimize any damage, sometimes it’s a natural part of the beauty of plants.
If any damage is cosmetic and does not impact the plant’s health, it is still considered a healthy plant and is not a reason for a refund. Thank you for your understanding.
Yes! During checkout you can add gift packaging. We will wrap your order to look pretty and also include a card with your personal message. To finish it off we seal the envelope with a Monstera leaf wax stamp.
If it is a gift but you don’t want to add gift packaging just let us know during checkout in the order notes box. We will make sure we take any prices off the items for you.
Please take your time and take care when removing your plant(s) from the box. We do all we can to minimise movement and risk of damage during postage but this does mean there may be several layers of packaging.
First, get a sharp pair of scissors or a knife. Slice the tape around the flaps of the box and then slice the areas where the tape is attached on the inside surfaces of the box. Also, make sure to remove the tape attaching the plant support to the top of the box. You should now be able to remove your plant and gently remove each layer of packaging.
The plant is unlikely to be very thirsty on arrival, so it is best to set it down wherever you want it to live and give it some time to adjust. Give the plant at least 2-3 weeks to adjust, do not repot, change the soil or give the plant food. Your plant needs time to heal from travel stress.
Once settled, follow our care instructions which can be found on the product page as well as included with your order.
We take a lot of care to package every order with love. However, if a plant has arrived with a fallen or bruised leaf we are very sorry and will do all we can to help you.
A damaged or fallen leaf does not mean your plant will die. We recommend waiting a few days before cutting any parts of the plant after it arrives so it can overcome the shock of transport and settle into the new environment.
You can propagate a fallen leaf by following our guides on Instagram @highlandmoss to grow a new plant.
If there has been significant damage during transport please get in touch within the first 24 hours and send us some pictures and we will do all we can to resolve the issue on a case-by-case basis.
Please understand that we can not provide a refund or return if the customer did not provide correct care of the plant for example: overwatered the plant, left it in a cold spot, caused damage during the reporting, used an unsuitable potting mix etc.
We can make solid moss poles up to 180cm for local delivery in Aberdeen. If you would like a larger pole and live further away then we recommend our extendable moss pole range.
If you are interested in bespoke terrariums, moss bowls, succulents bowls etc please contact us contact@highlandmoss.com or visit our shop to discuss details. We also offer personalized preserved moss walls for homes and businesses.
Yes, please see our selection of pet-safe plants.
We do our best to ensure that the plants we label as safe for pets are indeed non-toxic to dogs, cats, and other common household pets. We conduct thorough research and consult reputable sources to identify pet-friendly and toxic plants before we offer them for sale.
However, it is important to note that we cannot guarantee that every pet will be safe around every plant, as some animals may have unique sensitivities or may be more prone to eating plants.
We strongly advise that you keep all plants away from pets who are prone to nibbling or ingesting them, as we cannot take responsibility for any illness or harm that may result.
Yes, you can return the plant if is in perfect condition and you will cover the return postage fee for the next delivery service either with Royal Mail or DPD. To make like easier you can just browse our pet-friendly plants section or email us contact@highlandmoss.com
We do not offer returns or refunds for plants that have been damaged or consumed by pets.
Additionally, we reserve the right to make mistakes in labelling, despite our best efforts to research and identify pet-friendly plants. Therefore, we strongly encourage all customers to use caution and discretion when selecting and caring for plants around pets.
Don’t worry! We’re here to help you. We understand that not everyone is a plant expert, and that’s why we provide detailed care instructions for each plant on our website as well as scannable QR codes on plant pots which will take you directly to the care instructions page.
Our care instructions cover everything from the ideal lighting and watering conditions for your plant to tips for troubleshooting common issues.
If you have any specific questions or concerns about caring for your plant, feel free to reach out to us via a Plant Hospital service. We want to ensure that you have a positive experience with your plant and that it thrives in its new home.
If you suspect that your pet has ingested a toxic plant, it’s important to seek veterinary care immediately. Some common signs of plant poisoning in pets include vomiting, diarrhoea, lethargy, seizures, and difficulty breathing.
To prevent accidents, we recommend keeping all plants out of the reach of pets and supervising your animals when they are in the same room as your plants.
The Plant Hospital is a service we offer where you can describe and show us your sickly plants, and we will diagnose the issue and provide a solution for free. Our only request is that we can use your plant photos on our hospital page, so that others may benefit from the same tips.
Please note that the processing time for each plant patient can vary depending on the number of requests we receive, as well as the volume of our everyday tasks. This means that the turnaround time for your plant diagnosis and solution may range from a few hours to several days. We appreciate your patience and understanding, and we will do our best to respond to your request as promptly as possible.
To ensure that we provide the most accurate diagnosis for your plant, please provide as much information as possible about its care, humidity, watering, sunlight exposure, recent changes, and any other relevant details in the patient form. The more information you can provide, the better we will be able to understand the issues your plant may be facing and provide appropriate solutions. Thank you for your cooperation in helping us help your plant!
The Plant Hospital service is exclusively available online, as we are unable to accept any unhealthy plants in our store. This is to prevent the risk of contamination with our plant stock and the introduction of diseases or pests.
However, we are happy to assist you in person if you provide pictures and a full description of the plant’s condition. For the most accurate diagnosis, we recommend that you use the online form to submit your request. Thank you for your understanding.
Shipping Questions
We now send all items by Royal Mail Tracked 24-hour delivery.
In some circumstances, such as for oversized items or bulk orders we send by DPD Next Day Delivery or Hermes.
Both Royal Mail and DPD are leaders in eco-friendliness and have proven reliable for thousands of orders.
However, in the rare instance an issue should occur, rest assured that we have got your back. We will chase them up and sort out any problems that may come up. We often do this before our customers have even realised there is a problem!
We now charge a flat rate of £6.95 inc VAT for all orders,
Orders over £80 – FREE
We send plants and moss poles via 24-hour tracked delivery, either Royal Mail or DPD depending on the size of the order.
We may use Evri to send oversized items to remote destinations. If you would prefer DPD please get in touch as there will be an additional charge for this.
We do not currently ship plants or moss internationally. If you are interested in our other items please get in touch with details of your desired order and location and we will be happy to help.
Our processing time for orders is 1-2 business days.
Typically orders received by 6 pm are despatched the next day. For handmade moss poles please allow 3 working days. For larger amounts of live and preserved moss please allow 7 working days. Handmade moss art may take up to 10 working days to be ready to ship.
Most of our parcels are sent with 24-hour tracked delivery, we also offer delivery by Royal Mail and DPD next-day service for specific items.
Please understand that the timeframe for delivery provided by our courier may change due to many reasons which are out of our control.
If your parcel has not arrived on time please email us at contact@highlandmoss.com and we will investigate this with the courier company.
For lost/missing parcels we have to follow the courier policy and allow them to investigate the issue which sometimes may take a few days. For Royal Mail and DPD is 10 working days for 24-hour tracked service. Only after the parcel is recognised by the courier company as missing or lost can provide a refund or resend the items unless there are exceptional circumstances which we will consider at our discretion.
Payment Information
We accept all major credit and debit cards. You can also pay with Paypal, Paypal Credit or Klarna.
Our website is SSL certified which means all of your sensitive data is securely encrypted. We also process payments securely using Stripe or Paypal depending on how you choose to pay.
Orders and Returns
Simply use the navigation at the top of the page to visit our shop and browse our products. When you find something you like click add to basket. You can then navigate to your cart which is the basket icon in the top right of the page. Click checkout and then follow the instructions to place your order.
You are not required to have an account with us to place an order but we do advise that it makes keeping track of your orders and placing future orders faster and easier. You can create an account during the checkout process.
Please visit our contact page with any questions you may have. Pam or Craig will get back to you as soon as possible (usually within a couple of hours).
If you would like your data removed from the website or any associated plugins (e.g. Facebook) please contact us and we will get it done for you.
You can cancel or change your order by contacting us as long as we have not yet shipped the order this should not be an issue.
You can stay updated on the status of your order on your account page. You should also keep an eye on your email inbox for any updates from us as well as an email from the courier (Royal Mail, DPD or Hermes) with tracking details.
If your order arrives damaged in any way, please send photos to us as soon as you can. Including photos of the packaging too within 24 hours of receiving the item.
You have the right to return a perishable good (plants) only if arrives faulty or heavily damaged within 14 days of delivery. Minor damages for example cosmetic damage to leaves, sedum/succulents which lost a few leaves in transit or some soil spilt from the pot into the box etc, due to the nature of plants are excluded from the refund/return. Please note that we do everything to deliver the plant in an intact condition but due to the fragile nature of the plant, small damages may happen during packing, transporting as well as unpacking plants by customers.
Perishable items like plants are excluded from the refund and return if you change your mind.
Please note the plant must not have been tampered with (e.g. repotted, removed leaves) to be eligible for a return. We cannot refund the delivery charge and you will be responsible for covering the return delivery cost yourself. The plant must be sent with RM’s next-day service tracked service. Non-perishable items like planters can be sent with 48 hours-tracked service.
Moss poles cannot be returned as they are custom-made to order. We can offer you any advice you may need to keep your pole healthy and get the most out of it. In the extremely unlikely event the pole has arrived damaged in some way we will offer a replacement or refund.
All other personalised orders including moss art, terrariums, moss bowls, carnivorous bowls and succulent gardens are also not eligible for a refund.
We consider each complaint or request individually so the best thing to do if there is any issue at all is to get in touch with us first.
