Thirty days to change your mind, a prepaid return label in every parcel, and no restocking fee.

Last updated: 24 September 2026

The short version

You can return any plant within 30 days of delivery, for any reason. That includes simply changing your mind — the plant does not have to be faulty. A prepaid return label is included in your parcel, so returning it costs you nothing, and we charge no restocking fee. If you would rather swap it for something else, we accept exchanges too.

What you can return

  • Any plant, within 30 days of delivery, whether or not there is anything wrong with it.
  • The plant must come back in the condition it arrived in — in its original pot and substrate, with no repotting, propagation, cuttings or divisions taken.
  • Returns are handled by mail, using the prepaid label supplied in your parcel.

Tell us before you send anything back so we can expect it and match it to your order — email contact@shaqwayaliving.com with your order number.

Return shipping and fees

  • Return label: included in the package, prepaid and free to use.
  • Return shipping cost: none — we cover it, whatever the reason for the return.
  • Restocking fee: none.

If you no longer have the label, email us and we will send another one.

Exchanges

We accept exchanges within the same 30-day window. Tell us which plant you would prefer and we will confirm availability before you send anything back; if there is a price difference we will either refund it or send a payment link for the balance.

Because every listing is a single specimen, an exchange depends on what is still available at the time — we will tell you honestly what is in stock.

If your plant arrives damaged or wrong

Contact us as soon as you open the box, while the packaging is still available to photograph. Please send:

  • your order number;
  • a photo of the plant as it sat in the opened box;
  • a photo of the whole plant out of the box, roots included if they are affected;
  • a photo of the outer carton if it is crushed or punctured.

Most of these claims are settled without the plant coming back at all — sending a struggling plant through the post rarely helps it. Keep the packaging until the claim is closed.

If your plant declines within 30 days

Rare aroids often sulk after travelling; a yellowing lower leaf or a pause in growth in the first fortnight is normal. Collapse is not: mushy stems, rot present on arrival, or the loss of every growth point.

Email us within 30 days with photos and a short note on where the plant has been kept and how often you have watered it. We will tell you honestly whether it can be saved, and replace or refund it if it cannot. The full terms are on our 30-Day Plant Guarantee page.

Refunds

We process approved refunds within 5 business days of receiving your return, back to the original payment method. Your bank or card issuer may take a few days more to post it to your statement.

Because both outbound and return shipping are free, a refund returns the full amount you paid. Where only part of an order is affected, we refund the affected plants.

Cancelling an order

Orders can be cancelled for a full refund at any time before they are dispatched — email us and we will stop the parcel. Once it has been collected by the carrier, the 30-day return above applies instead.

Talk to a person

Questions about an order, a plant, or a claim go to the same inbox and are answered by the people who pack the boxes.