Shipping & Returns

Shipping & Returns

We hope that you love your new purchase, but if for any reason you are unhappy with your goods you can return any item in its original condition and packaging, within 28 days of receipt of the goods, for a replacement item or a full refund.

All items must be returned to us before a refund or replacement can be issued. Here’s what to do:
Please call customer services on 0207 431 5553 or alternatively email us at

Otherwise write to the following address:
The Balcony Gardener Ltd
IBEX House
76-77 Malt Mill Lane
West Midlands
B62 8JJ

To Cancel an Order
To cancel an order, please drop us an email at with details of the order you are cancelling. There may be a charge if the order is cancelled after dispatch.

You can return anything you’re not happy with within 28 days of receiving it, provided you have contacted us within 7 days of receipt to advise of its return. All products must be returned undamaged and in their original packaging to receive a full refund. All return costs must be paid by you and for extra peace of mind we advise you use recorded delivery, as until we receive the goods, they remain your responsibility.

If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value should the item need to be reduced in price for resale.

You must report all damages within 24hrs to claim a replacement.

If you receive a product that is defective, please contact us within 7 days of receipt of goods informing us of the problem. You can return it within 28 days and either receive a replacement item or a refund. Please make sure you return the item undamaged in its original packaging.

If you are unhappy with the plants you have ordered, please contact us immediately. Please note that not all plants may be in full bloom when you receive them due to seasonality. However, provided that you have contacted us within 7 days of receiving them, providing a full description and image of the problem, we will be happy to provide a refund or a replacement plant.

Substitute Plants
If you order a Ready-Made Garden and a plant in the scheme is unavailable, we reserve the right to replace it with something similar. The plant will be of the same or higher value. You can rest assured that The Balcony Gardener will choose a plant that is of a comparable size and fits in with the overall design we have created for you.

Incorrect Goods Sent
If we accidentally send you something that you have not ordered or that is not a substitute item, please contact us within 7 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged. In this instance The Balcony Gardener will reimburse the cost of returning the goods.

Gift Vouchers
Please be advised that gift vouchers are only redeemable for a 12 month period from the date of issue. Please enter the code on the back of the voucher at the checkout when you redeem it.

Delivery Times
Products – up to 1 week unless notified.
Terrariums –  up to 2 weeks unless notified.
Planted window boxes and gardens – up to 2 weeks.

Delivery Costs for products (excluding planted containers and gardens)
UK: £5.95 or more depending on the numbers ordered
Europe: from £14
International: from £26