FAQ
Need help? For any queries regarding returns, exchanges, or our policy, feel free to contact us:
Frequently asked questions
Returns & Refund Policy
At Hortus, we take pride in offering high-quality, design-led home and garden products. If for any reason you are not completely satisfied with your purchase, we are here to help.
If you would like to return an item, please ensure the following conditions are met:
- 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 (e.g. receipt or order confirmation) must be provided.
Non-returnable items include:
- Perishable goods (e.g. plants)
- Custom or made-to-order items including Fermob and Fatboy Garden Furniture
- Gift cards
- Sale or clearance items (unless faulty)
How do I return & refund a purchase?
- In-store:
If you wish to return your item in person at our Blackheath Village store, the refund will be issued onto the card that was used to purchase the item. Please allow 1-3 business days for the refund to show on your bank statement. - By Post:
Please email us at info@hortus-london.com with your order number and reason for return. We will provide return instructions.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Returns Address:
Hortus London
26 Blackheath Village
London SE3 9SY
United Kingdom
Once your return is received and inspected, we will notify you via email. Approved refunds will be processed to your original payment method within 5–10 business days.
Please note:
- Delivery charges are non-refundable unless the item was faulty or an error occurred on our part.
- If the item returned is not in a suitable condition, we reserve the right to refuse the refund or apply a partial refund.
Exchanges
We are happy to offer exchanges for eligible items in-store, subject to availability. For postal exchanges, please contact us first to check stock and arrange the return.
Damaged or Faulty Items?
If your item arrives damaged or is faulty, please contact us within48 hoursof delivery with a photo and description of the issue. We will arrange a replacement or refund as appropriate.