Refund Policy

We believe in a thing called 110% Customer Satisfaction

Our Refund Policy

We take great care in selecting, preparing and packing our fresh mistletoe and holly, and want every customer to be delighted with their order.

We use trusted delivery services, including Royal Mail Tracked and couriers, to deliver our products throughout the busy Christmas season. Occasionally, things can go wrong, and if they do, we'll always do our best to put things right.

The following policy explains how we handle late deliveries, damaged or missing goods, returns and complaints. Your statutory consumer rights are unaffected.

Late Delivery

Christmas is an exceptionally busy time for delivery companies, with courier networks handling enormous volumes of parcels. Although we carefully prepare and dispatch orders in time for your chosen delivery date, delays can occasionally occur once parcels enter the delivery network.

Our delivery dates are estimated and are not guaranteed. Whilst every effort is made to achieve your selected date, we cannot promise delivery on a particular day or at a specific time.

We do not automatically offer refunds or compensation for courier delays where an order is delivered later than estimated. However, where a delivery delay gives rise to a statutory right to cancel or receive a refund, we will honour that right.

Deliveries to hospitals, businesses, hotels and other third-party locations may be subject to additional delays, particularly where parcels must pass through internal reception or distribution services.

Deliveries to some remote areas may take an additional 2-3 days. Please see our Terms & Conditions for details of affected postcodes.

We strongly recommend choosing a delivery date a little earlier than you actually need your mistletoe or holly, allowing for any unexpected delays during the busy Christmas period.

Damaged, Lost or Missing Goods

We take great care when packing our orders, but occasionally items can be damaged in transit or something may be missing.

If your order arrives damaged, incomplete or not as described, please contact us as soon as possible. Photographs of the packaging and affected products are particularly helpful when investigating a problem.

Where appropriate, we will arrange a replacement, partial refund or full refund, depending on the circumstances and your statutory rights.

If your parcel has not arrived, please contact us so we can investigate with the delivery company and arrange an appropriate resolution.

Please report any problems within 5 days wherever possible. As our products are fresh and perishable, early notification helps us investigate and resolve issues quickly. This request does not affect your statutory rights.

We may occasionally ask for goods to be returned as part of an investigation. Where a return is required because goods are faulty or not as described, we will cover reasonable return postage costs.

Return Policy

Our fresh mistletoe and holly are natural, perishable products that can deteriorate over time. For this reason, the usual 14-day change-of-mind cancellation right does not apply to products that are liable to deteriorate or expire rapidly.

We therefore do not normally accept returns or offer refunds simply because a customer has changed their mind or no longer requires their fresh mistletoe or holly.

However, if goods arrive damaged, faulty or not as described, your statutory consumer rights still apply, and we will deal with the matter fairly and promptly.

Any additional goodwill refunds outside these legal obligations will be considered at our discretion.

Complaints

If you have a complaint about our products or service, please contact us as soon as possible so we can investigate and put things right.

We take complaints concerning damaged goods, missing items and non-delivery particularly seriously and will investigate the circumstances as quickly as possible.

We aim to respond to all complaints within 1 working day and resolve most complaints within 3-4 working days, although some delivery investigations may take longer during the Christmas period.