FREQUENTLY ASKED QUESTIONS
Do you take preorders?
At this time we do not take preorders.
What payment methods do you accept?
We accept PayPal and credit/debit cards.
Where do you get your plants from?
We source out amazing stock from all over the world, including the USA, Thailand, and The Netherlands.
My plant does not look exactly like the plant pictured.
Unless otherwise stated, All plants shown are an indication of the size and quality of plants that you can expect to receive.
Due to the natural variability of plants they will never be identical however if you are not happy with the plant received then please contact us to arrange a replacement.
Do you ship to worldwide ?
Yes we do! We can ship to any country that requires a standard phytosanitary certificate only. Please note that this incurs a significant cost and is reflected in the shipping price.
Please also note that when shipping internationally, it will take up to 2 weeks to have your houseplant inspected and shipped.
We cannot ship to countries which require an import permit or any other non-standard phytosanitary certificate.
How do you ship your plants?
We ship in double walled strong cardboard boxes, with air cushion packages to keep the plants as safe as possible. Generally, plants are rooted in damp sphagnum moss or Leca, others in a mix of coir.
Can you hold an order or can my order be delivered on a day of my choosing?
Unfortunately we cannot hold orders to be shipped on a specific date. All orders are shipped on the following Monday/Tuesday subject to delays.
When do you ship your plants?
We pack and ship all of our orders on Mondays or Tuesdays to avoid unnecessarily long transit times.
Please note that during large restock events, orders will be subject to delay and may be shipped on a different day.
What are your shipping rates to different parts of the world?
Our shipping rates are as follows:
Are all items tracked?
Yes, all of our parcels are tracked. The tracking number should be emailed to you by the courier using the email address you provided at checkout.
Please don’t worry if you haven’t received a tracking email. Contact us and we will provide you with a tracking number as soon as possible.
I have contacted you on instagram about my order and I haven’t received a response.
We do not respond to order related matters on instagram as it is impossible to administrate.This also applies to Facebook and any other social media accounts (including any Kaylee Ellen accounts).
Please email email@example.com quoting your order number.
I have emailed you and you haven’t responded!
We receive high volumes of emails every day. We endeavour to respond as soon as possible. Please be aware that our contact hours are between 9am and 5pm GMT Monday to Friday.
I purchased a cutting and it has wax covering the cuts. Why?
This wax is used to protect the cut area from infection or possible rotting. It can be removed before planting.
My plant arrived damaged.
If your plant has been damaged in transit, please contact us immediately and depending on available stock, we can arrange a replacement/refund.
I asked you to combine my orders and I’m still waiting for those orders to be shipped.
For any customer who contacts us to combine orders - please note that those orders will be subject to shipping delays. This is because they will require further administration before they can be prepared for shipping.
We also kindly ask that you do not attempt to ship too many plants in one box when combining orders, as we cannot ensure healthy plants on delivery if the order is too densely packed.
I received a shipping notification however tracking says that the order has not left Yumegarden !
When we print a Shipping Label, an email is automatically sent to you notifying you the order has been shipped. We often print labels in bulk and ship out orders in batches. This does not mean your order is lost, it simply means it has not been packed yet.