eBay Delivery & Returns Policy (Summary)

• Dispatch Time: Orders shipped within 1–2 working days (Mon–Fri)

• Delivery Options:
o FREE Royal Mail 48 (2–3 working days, delivery confirmation only)
o Royal Mail 24 upgrade (£3.99, 1–2 working days)

• Tracking: Royal Mail business services provide delivery confirmation only (no full tracking updates)

• Live Plants (Important):
o Plants may not appear the same in colour or foliage upon arrival. Around 95% of aquarium plants are grown emersed (out of water), so their appearance may differ from their submerged form. Once placed in an aquarium, they will transition to their aquatic state.
o Some plants—particularly stem plants—may not have established roots on arrival. This is normal, and roots will develop in suitable aquarium conditions.
o Must be unpacked and inspected immediately
o Any issues should be reported within 24 hours of delivery

• Quality & Traceability:
o Each bag is labelled with contents and a unique code
o Ensures traceability and quality control

• Evidence & Packaging:
o Customers should retain all original packaging until any issue is resolved
o Photo/video evidence may be requested before a refund or replacement
o In some cases, items may not need to be returned and can be disposed of once approved

• Returns (Dry Goods):
o Accepted if unused and in original packaging

• Delays or Missing Orders:
o Contact us after 5 working days (RM48) or 3 working days (RM24)
o We’ll investigate and resolve the issue

• Royal Mail Issues:
o Customers may contact Royal Mail directly regarding delays
o Please provide any Royal Mail complaint reference number

• Customer Support:
When contacting us, please provide:
o Order Number
o Full Name
o Full Delivery Address
o Reason for Contact
o Royal Mail Complaint Reference (if applicable)