FAQs
Still have a question? If you can’t find the answer you’re looking for below, please get in touch with our team. We’re always happy to help!
Frequently asked questions
Can Hortus source specific plants for me?
All our live plants are available in-store only and cannot be purchased online. However, if you’re looking for a particular plant, shrub or tree, we’ll do our best to find just what you’re after through our trusted, high-quality suppliers.
We take a £10 deposit for smaller plants and a £20 deposit for larger shrubs and trees to get the sourcing process started. Once we’ve found what you’re looking for, we’ll be in touch to confirm the details and arrange payment.
Collection & delivery
Plants must generally be collected from our Blackheath Village store. If you’re local to the area and delivery would be more convenient, please get in touch and we can discuss the possibility of delivery for a small additional fee.
When can I request a plant?
Our plant-sourcing service runs from February to November. As the garden winds down for winter and we make room for our Christmas trees, we pause sourcing until the following spring.
If you have something specific in mind, pop into the shop or get in touch with our team. We’ll be happy to help!
Can I order garden furniture that isn't in stock?
If you have your eye on a particular piece of Fermob or Fatboy garden furniture that we don't currently have in stock, we can often order it for you through our suppliers.
Whether you're looking for a specific style, colour or configuration, get in touch with our team or pop into the shop. We'll be happy to discuss availability, pricing and estimated lead times.
Please note that delivery times can vary depending on the product and supplier.
Do you offer local delivery?
Yes! We can arrange local delivery for selected items, including larger garden furniture, pots, shrubs and trees.
Delivery availability and costs depend on the item and your location, so please get in touch with our team to discuss your requirements and we'll be happy to help.
For plant sourcing, collection from our Blackheath Village store is usually required, but if you're local, we may be able to arrange delivery for a small additional fee.
If you'd like to enquire about delivery, please contact us at info@hortus-london.com or call us on 020 8297 9439.
How do I return an item?
At Hortus, we take pride in offering high-quality, design-led home and garden products. If you change your mind about a purchase, we’re happy to offer an exchange or credit note, subject to the conditions below.
Return conditions
- Items must be returned within 14 days of purchase.
- Products must be unused, in their original packaging and in a resalable condition.
- Proof of purchase, such as a receipt or order confirmation, is required.
Non-returnable items
- Perishable goods, including plants.
- Custom or made-to-order items, including Fermob and Fatboy garden furniture.
- Gift cards.
- Sale or clearance items, unless faulty.
How to return an item
In-store: Eligible items can be returned to our Blackheath Village store.
By post: For online orders, please email info@hortus-london.com with your order number and reason for return. We'll provide guidance on the next steps. Customers are responsible for return postage for change-of-mind returns.
Returns address:
Hortus London
26 Blackheath Village
London SE3 9SY
United Kingdom
Faulty or incorrect items
If your item is faulty or we've sent you the wrong item, please contact us and we'll be happy to help resolve the issue. Refunds or other remedies will be provided where applicable, in accordance with your consumer rights.
Please note that online orders may be subject to different cancellation rights from in-store purchases.