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FAQs

Update 01.02.2021

Due to new coronavirus safety measures, we are processing orders slightly slower than normal, but most are arriving within 5 working days. Thank you for your support and your patience. Sadly, under the terms of this Brexit agreement, we have yet to find a viable way of shipping to Northern Ireland. We are very disappointed by this and we hope to be delivering plants to our Northern Irish customers very soon!

If you can't find an answer to your question below, feel free to contact us using the form on our contact page, or via email: hello@bloomboxclub.com.

 

Update 01.02.2021

Due to new coronavirus safety measures, we are processing orders slightly slower than normal, but most are arriving within 5 working days. Thank you for your support and your patience. Sadly, under the terms of this Brexit agreement, we have yet to find a viable way of shipping to Northern Ireland. We are very disappointed by this and we hope to be delivering plants to our Northern Irish customers very soon!

If you can't find an answer to your question below, feel free to contact us using the form on our contact page, or via email: hello@bloomboxclub.com

How does the subscription work?

Every month subscribers receive a beautiful hand-picked plant, a perfectly fitting ceramic pot or basket, a printed care card, and your monthly Plants & Wellness course booklet. Every 2-3 months, you'll receive surprise add-on gifts too, so watch out for those! Each plant and pot combination is specially selected by our team of experts, and remains a surprise until you get your reveal email.

Why should I subscribe?

As a subscriber you’ll receive a carefully sourced and exciting plant (including some hard-to-find varieties), a perfectly matched pot or basket, care information card to help you look after your new plant plus exclusive monthly Plants & Wellness course booklet. Every 2-3 months we’ll also include a free gift with your subscription.

We’ve even made delivery from our fulfillment centre in the Netherlands free for all subscriptions, meaning your plant arrives from the grower and is on its way directly to you on the very same day.

Can I cancel my subscription?

We’ll be sorry to see you go, but if you’re not 100% happy with your monthly subscription you can cancel the subscription by logging into your account at any time.

If you are having trouble accessing your account please contact our customer care team at hello@bloomboxclub.com and we’ll be happy to help.

Please note that once you have been billed for the current month we are unable to process a refund and your cancellation will be automatically actioned for the following month.

Please be aware that for customers who wish to cancel their annual subscription we can only stop this from renewing at the end of your 12 month term and cannot provide a refund for any remaining months.

Please note that requests for cancellation made to our customer care team must be made at least 7 working days prior to billing to ensure this can be actioned in time. We cannot be held liable for any subscription charges that are made if a request for cancellation was made with less than 7 working days notice.

Can I change the frequency of my subscription?

We are only able to offer plants at a monthly frequency. We operate an online shop for those that don’t feel a subscription is right for them.

How does the shop work?

We offer a wide variety of plants, pots and accessories all year round. Simply place your order and we’ll take care of the rest!

Please note that we have a £20 minimum spend for all shop orders after any discount has been applied and doesn’t include the delivery charge.

How much is delivery?

All of our products are delivered by courier from our fulfilment centre in the Netherlands. Delivery is free for all subscriptions and a flat rate of £6.95 for all shop orders delivered to the UK.

Where do you deliver?

We can deliver to almost any postcode in the UK, including the Scottish Highlands.

We're really sorry to anyone living in Northern Ireland, any of the British Islands (such as Jersey and the Channel Islands) or at a BFPO address but we can't deliver to you right now.

If you're uncertain please do get in touch with our customer care team who'll be happy to help.

If you're in Germany, Austria or the Netherlands please visit our German website for more information.

 

When will my order arrive?

We’ll let you know once your order has been dispatched. It usually takes our courier partner 3-5 working days to deliver your order from this point.

Our courier partner will let you know when they expect to deliver your order.

Got the Hermes app?

You can update our courier partner with specific delivery information or what to do if you’re not home.

We’re unable to accept responsibility for any alterations to the delivery address made using the Hermes app that results in missed or missing deliveries.

Apple:

https://itunes.apple.com/gb/app/hermes-parcels/id1446461114?mt=8

Android:

https://play.google.com/store/apps/details?id=com.hermes.hercules

 

Can I cancel my order?

We are unable to cancel your order once this has been placed and accepted by our fulfilment centre in the Netherlands.

Please note, perishable items such as plants are exempt from the right to cancel and we are unable to process refunds where you have ordered the wrong product or changed your mind.

Can I amend my order?

Once orders have been accepted by the fulfilment centre we are unable to make any amendments.

Can I change the shipping address provided?

We are unable to change the shipping address once this has been accepted by our fulfilment centre. Please ensure all details are correct before placing your order.

Bloombox Club cannot be held liable for any limitations of customers personal devices when using our website.  This includes, but is not limited to:  Device make or model, operating system, browser, browser extensions, the use of autofill and third-party payment processors such as Apple Pay or Paypal whereby details are automatically entered. 

Returns

If you are experiencing any issues with your Bloombox Club order please contact our customer care team at hello@bloomboxclub.com who will be happy to help resolve this for you.

If a member of our customer care team has advised you to return an item for a refund, please do so at the below address:

Poelweg 42 40
(dock 26/27)
1424 PB UK Kwakel
Netherlands

Please note returns will not be processed if this has not been authorised by a member of our customer care team and any instructions given not followed.

It is the customers responsibility to ensure all returns have been adequately packaged and any evidence documented before being returned to us as we cannot be held responsible for any damage that occurs in transit.

Unfortunately, we cannot cover the costs of returning items to us.

We are only able to reimburse postage costs on damaged items being returned to us that have been authorised by our customer care team, please keep any proof of postage as we will be unable to track your return and reimburse you without this.

Perishable items such as plants are not covered by the right to cancel and we are unable to accept returns and process refunds for plants ordered in error or unwanted.

Please be aware that some of our fruit bearing plants may not have any or as many fruits as shown on the product page when it arrives but will grow as the plant is cared for.  In some instances the fruit may become detached during transit but will not affect the health of the plant and will grow back.

Only half my order arrived

So we can ship items from our fulfilment centre as quickly as possible and we will occasionally split orders up. We will also do this if our courier is unable to handle your order safely.

It may take an extra working day to get all your items to you, if your order doesn't arrive by end of the next working day please email us at hello@bloomboxclub.com with your order number and one of our customer care team will look into this for you.

I have an issue with my order, what can I do?

Please contact our customer care team at hello@bloomboxclub.com and we’ll be happy to help you.

Due to the fragile nature of the plants, the occasional leaf may shed whilst being delivered but this will not affect the life of the plant. The leaf will grow back as it becomes accustomed to its new environment.

We will be happy to replace any plants that have arrived significantly damaged and are likely to affect the wellbeing of the plant.

If you have any concerns over damage your order has received please include pictures of any damage to your order and the packaging it has arrived within 3 working days of delivery for our customer care team to assess.

Please note that any queries received after 3 working days from receipt we may be unable to process a refund for your order.

My order hasn’t turned up?

Our fulfilment centre and courier partner work hard to ensure your order is dispatched and delivered as quickly as possible and we’re happy to say the majority of our orders are delivered when our courier partner has said they would.

Sometimes things do go wrong and if you haven’t received any communication from us or our courier partner within 7 working days of placing your order please get in contact with our customer care team at hello@bloomboxclub.com and we’ll be happy to look into this for you.

Please Note:

We cannot accept responsibility and may not provide a refund for missing deliveries if:

  • Missing deliveries with an expected delivery date provided by the courier are reported to us after 14 days
  • Missing delivered with no expected delivery date provided by the courier are reported to us after 30 days
  • The courier cannot complete delivery if any part of the final delivery address is entered incorrectly on our website.

Our courier will always make multiple attempts before returning your order to us.  In this instance we can only provide a refund for non-perishable items and cannot refund the delivery charge.  We also reserve the right to deduct any costs associated with the courier returning items to us. 

 

My plant is not doing too well?

If you’re worried about the health of your plant, take a look at the care card provided in your subscription package or check out our Plant A-Z and make sure that you’re giving it the correct care. Often a lighter touch is best: most plants don’t like to be fussed with!

We only work with reputable growers who undergo regular checks. However, if you think you have received an unhappy plant, please let us know within 14 days of receipt. Beyond this period it is impossible for our plant care team to assess the condition of your plant.

Please be aware that some of our fruit bearing plants may not have any or as many fruits as shown on the product page when it arrives but will grow as the plant is cared for.  In some instances the fruit may become detached during transit but will not affect the health of the plant and will grow back.

Can I purchase a gift subscription?

Yes, you can purchase a 3 month, 6 month or 12 month gift subscription.

How does your Gift Subscription work?

After purchasing the gift subscription an e-Gift Card will be emailed to you which can be printed or forwarded to the intended recipient.

Each e-Gift Card contains a unique code and the link for the recipient to redeem their subscription. Please note that the gift subscription will not automatically renew once the final subscription month has been completed.

Once purchased, an e-Gift Card (Subscription) has no cash value and cannot be used in the online shop, exchanged for any other product or service and is non-refundable. No refund shall be issued for part-redeemed subscriptions.

Customers cannot redeem an e-Gift Card subscription and complete an introductory offer and no refund of any difference shall be made.

We are unable to send physical copies of your e-Gift Card.

Customers are able to purchase and redeem more than one gift subscription at any given time. Bloombox Club reserves the right to cancel gift subscription without prior notice if fraudulent or otherwise illegal activity is suspected.

Can I purchase gift vouchers?

Gift vouchers can be purchased in the following denominations; £10, £25, £50, £60 and £100. These will be sent to the email address used at registration. We are unable to send vouchers to a different email address or send out physical copies.

Gift vouchers can be redeemed against any items in the online shop unless otherwise expressly stated on the product page or in any terms and conditions related to promotions or other discounts and cannot be redeemed against subscriptions and gift subscriptions.

Bloombox Club assumes no responsibility for any gift vouchers that are lost or stolen in any way and has no cash value. No change can be given where purchases are less than the value of the voucher being used.

Bloombox Club reserves the right to cancel without notice any gift vouchers issues in error or if any fraudulent or otherwise illegal activity is suspected.  Please be aware that gift vouchers are non-returnable. 

Can I add a gift message to my order?

A gift message can be added to your order at the basket stage. This will appear on the product invoice included inside the order.

Please note once an order has been accepted we are unable to add, remove or amend any message.

Can I add a discount code / promotion code to my order after placing it?

Unless otherwise expressly stated, discount or promotional codes cannot be used with any other promotion, signing up the Bloombox Club subscription, the purchase of gift vouchers or gift subscription and can only be used once per customer.

Any discount code used whilst signing up to the quarterly, bi-annually or annual subscription will result in the online shop gift card offer being void.   

We are unable to apply codes retrospectively to orders that have already been accepted by our fulfilment centre and cannot be held liable for any limitations of customers devices that prevent the use of a discount or promotional code before expiry.

Bloombox Club reserves the right to refuse to honor any discount or promotional code that has been issued in genuine error.

My plant does not look like the one on the website?

The product images provided are for illustrative purposes only and have been photographed under studio conditions. 

Please be aware that as our plants are natural products there will be slight variations between the product shown and the product shipped out which we have no control over.

Please be aware that some of our fruit bearing plants may not have any or as many fruits as shown on the product page when it arrives but will grow as the plant is cared for.  In some instances the fruit may become detached during transit but will not affect the health of the plant and will grow back.

Pots & Baskets

The materials used in our decorative pots and baskets allow air and water to move through their walls, this helps to prevent root rot and further damage to your plant.

Whilst some of our decorative pots and baskets come with an inner lining, we strongly recommend removing plants from their decorative pot or basket before watering them, allowing the water to drain through before placing the plant back.