Popular Questions

Yes, Our plant passport number is S03436. We have been inspected and fully comply with all the requirements for a houseplants business.

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.

We don’t always include the height measurement as some may be taller, some may be bushier – but we always include the pot size for you.

If the size of the plant is a particular concern, please message us and we may be able to take some photos of a specific plant for you.

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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!

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 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 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.

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.

Pamela can also make custom moss bowls, planters, art and more for you. If you see something on our site which is made by us that you would like a certain way just let us know.

Shipping Questions

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

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.

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.

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. 

Payment Information

Yes, Our plant passport number is S03436. We have been inspected and fully comply with all the requirements for a houseplants business.

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).

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 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.

If your order arrives damaged in any way, please send photos to us as soon as you can. If possible, include photos of the packaging too.

You have the right to return a perishable good (i.e. plants) within 14 days of delivery.

Please note the plant must not have been tampered with (e.g. repotted) to be eligible for a return. We cannot refund the delivery charge and you will be responsible to cover the return delivery cost yourself.

Moss poles cannot be returned as they are custom made to order. Out of 1000’s of moss poles that we have made we have never even been asked to refund one. We can offer you any advice you may need. In the extremely unlikely event the pole has arrived damaged in some way we will offer a replacement or refund.

All other personalised orders 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 get in touch with us first.