All your shipping and delivery questions
How do you package your plants?
I send your precious plant with great care. Having ordered from other online plant stores, and received some upsetting deliveries, this is hugely important to me. Have you seen those fancy-pants specialist plant shipping boxes? Those tall boxes where your plant is securely in his little protective insert inside? Yep, those. I got you covered.
What payment options do you offer?
ZIP pay, Visa and MasterCard all available.
Do you offer click and collect?
For now, Love That Leaf is online only, but hoping to offer our Auckland customers click and collect soon.
Why are some plants sold out?
Well, other than the obvious (they are sold out), I leave plants listed that are no longer available, because it's what I wished other plant stores did when I was a newbie to the plant world. It's so helpful having an idea of what a plant's worth, what it last sold for and just to know what's actually available in NZ, especially when you see some stunning plants on Instagram only to find out you can't get them in NZ, or you see your fave on TradeMe and wonder what retail was.
Where are you based?
Love That Leaf is based in Central Auckland, New Zealand.
Who owns Love That Leaf?
Me! My name's Anna. Love That Leaf is a small, local, family business. You can find out more about my plant story here
Do you have a store?
Not yet but retail premises coming soon (I hope!). Just need to get past all this COVID-19 uncertainty first and see how things settle after that. In the meantime I do attend shows and have occasional pop-ups.
How long until you get a certain plant back in?
Honestly, I can't reliably predict that one sorry. I'm not a huge chain store so don't always get first preference on stock. In fact some nurseries can barely keep up with demand and the big chain stores get first dibs. These are plants people. Living things that don't get manufactured on demand. Supply can be unpredictable, and for some plants, demand way outstrips supply, especially in little old NZ.
So short answer? I don't know. BUT when I do know, believe me I'll be updating Instagram @lovethatleaf and letting the email waiting list know right away so you don't miss out. Definitely pop your email in for the plants you're craving. Going on a waiting list has no obligation. It just means you find out first the moment they're back in stock.
What do I do if my plant arrives damaged?
Plants are a living thing and there's always a risk when shipping anything fragile. We only ship perfectly healthy, happy plants, and always take care to package them safely and securely.
Before they even leave, plants hang out in quarantine with me for a week to let them fully recover from transport from the nursery, and to check for any hidden creepy crawlies or unhappiness.
I've invested in specialist plant shipping boxes which are very sturdy and have a clever system inside for a double-layer of protection, so it's very unlikely to ever get a damaged delivery from me. See the specialist boxes here >
A plant might be a wee bit droopy or pack a sad for a little while, or maybe have lost a leaf or two in the box if delicate, but it will bounce back fine with a little TLC (ask us if you need TLC tips). Check the 10 commandments for plant mail >
We don't offer change of mind exchanges or returns on plants but if you're worried, send us a photo the day you get it and we'll see what we can do to help. We want you to be happy, and our plants to arrive to you happy and healthy too.
PS: If someone's been mean to your precious new plant while in transit, please do send us photos the same day you receive it so we can help. We normally have 48 hours max to put in a claim, so need to hear from you with photo proof of packaging damage within 24 hours. Photo proof requires photos of the outer packaging also to show where the box was damaged in transit. Don't throw away the packaging!
Help! I bought a product from you and it's got a fault / defect
Sorry to hear that. We stand by what we sell and have a returns policy to help put things right. Check our returns policy here, and let us know right away as soon as you discover anything wrong. We'll look after you and get it sorted asap, which could be a repair, or a replacement if a repair isn't possible, or a refund is both repair and replacement aren't possible, depending on what's wrong.
Can I cancel my order?
As long as your order hasn't left yet, yes you can. Please let me know asap if you've changed your mind. Keep in mind I'll be charged either a credit card fee, or Zip fee, depending on how you paid, which I can't get back, so I can refund you everything except the fees.