FAQs

General Information

Do you offer Gift Packaging?

Yes! Just let us know during checkout if the order is a gift and we can make sure the price will not be on the packing slip.

We can also add a note for free.

Check our shop for our gift upgrades, including our stunning hand painted cards!

Do you issue Plant Passports?

We have recently registered to issue plant passports.

Our plant passport number is S03436.

We are still learning about this process and working with SASA to learn where and when exactly we need to issue these based on our business.

Sizing information

Every plant is natural and unique. Due to this, there will be variances in the plants we sell. We use measures or common items to give you a sense of scale in our photos and provide approximate dimensions in listing descriptions.

We take every photo on the site ourselves, there aren’t any reused manufacturer photos so the images shown accurately reflect our products.

Customised orders

We can customise your moss pole to any size up to 110cm. If you live locally in Aberdeen then we can make a moss pole up to 180cm! You may have to collect this if it wont fit in our little car though!

Just send a message and we will be happy to work with you.

We always price custom orders fairly and don’t add a premium for this service.

What to do when my order arrives?

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 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.

Once settled, follow our care instructions which can be found on the product page.

My plant has arrived with some damge

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 has a chance to 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 and send us some pictures and we will do all we can to resolve the issue on a case by case basis.

Shipping Information

What Shipping Methods Are Available?

We send perishable items such as plants by courier, either DPD Next Day delivery or Hermes depending on your location.

We send other items such as planters and accessories by Royal Mail 1st Class or Hermes. 

There may be an option at checkout to upgrade your shipping.

The Postcodes below are considered remote by DPD and so we use Hermes instead for them:

• AB37-38l
• AB54-56
• FK17-21
• HS
• IV1-63
• KA27-28
• KW1-17
• PA20-49
• PA60-78
• PH19-26
• PH30-40
• PH42-44
• PH49-50
• ZE

Do You Ship Internationally?

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.

How Long Will It Take To Get My Package?

We ship plants and perishables Monday – Thursday. We ship other items Monday – Saturday. 

Our processing time for orders is 1-2 business days.

Typically orders received by 6pm are despatched the next day. 

How much is shipping?

Plants and Moss Poles – £5.95

Planters and other accessories – £3.80

Small bags of moss – £2.00

There may be an additional charge for shipping to remote locations. You only pay one shipping price, whatever is highest in your order.

Payment Information

What Payment Methods Are Accepted?

We accept all major Credit and Debit cards. You may also pay by Paypal, Apple Pay or Google Pay.

Is Buying Online Safe?

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

How do I place an Order?

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.

Do I need an account to place an 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.

Who should I contact if I have any queries?

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).

How Can I Cancel Or Change My Order?

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. 

How Do I Track My Order?

You can stay updated on the status of your order in 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 (DPD or Hermes) with tracking details.

How Can I Return a Product?

You can return any non perishable item to us for a full refund or exchange (if available) up to 28 days from purchase.

We cannot accept returns, refunds or exchanges for perishable items such as plants at this time.

Business Information

Registered address

Craig Troup trading as Highland Moss, 144 Ocean Apartments, 52-54 Park Road, Aberdeen, AB24 5RZ