FREE SHIPPING! When you spend over $100 | NEW ARRIVALS available now!

FAQ

Where is your Store?

We are based within the Storehouse Cafe at 14 Runanga Street, just off Spa Road next to Beaurepaires Tyres. Enter the Storehouse and we are towards the back of the cafe. As we are located within the cafe please have your Vaccine Passport ready for entry to visit our store. Thank you for your understanding

Where do you deliver to?

We deliver Nationwide in New Zealand only.

Deliveries are sent (via Aramex Couriers) on Monday & Tuesdays.

South Island orders are sent on Mondays & Tuesdays only this is to avoid any risk of your order being held up in a courier depot over the weekend. Orders made after this point will be sent the following Monday.

Delivery times may vary depending on your location. North Island – 1 - 2 delivery Service, South Island – 2-3 day delivery service however some remote and rural areas may take a little longer. Once orders are dispatched tracking info will be sent to you via contact information (email / SMS) you have provided at time of order. If you do not receive your order within a reasonable time, please contact us and we will track your parcel.

We cannot send to PO Boxes alternatively orders can also be delivered to a work address. 

A copy of your invoice / receipt will be provided via email. It is important to hold on to a copy of your receipt should you have any problems with your purchase.

What if I’m not home when my plant is delivered?

All orders are sent as non signature required, if you’re not likely to be home on delivery please include details of where you would like the courier to leave your plant at checkout, we can also deliver to work addresses.

What if my plant is lost in transit?

If your plant order can be tracked to the delivery address provided at the time of your order Lush Lane will not be liable for this loss, however if your parcel has been lost in transit due to handling by our couriers we will contact you to either refund or replace your order.

Availability

In the unfortunate instance that we make a mistake and an item is out of stock but paid for in full, you will be notified and refunded as soon as possible, or an alternative option of the same price can be organised.

Can I return or exchange my plant?

Lush Lane does not accept change of mind returns or exchanges on any of our plants. Due to the fragile nature of our plants, we ask that all purchases are final.

 What if my plant is damaged in transit?

Unfortunately couriers and living plants don’t always mix well. We do all we can to ensure your plant order is packaged as best as possible but sometimes soil displacement, bruising of leaves and loss of leaves can occur, simply return your plant and soil to its pot remove any damaged leaves and with some TLC your plant will settle in and continue to thrive with the right care. If you find your plant has suffered severe damage during its journey to you please return your plant/s to the original carton they arrived in and seal the carton please email lushlane@outlook.com within 2 working days we may ask for photos to be provided with the plant still within its packaging so we can lodge a claim with our courier and have your order collected by the courier for return and a refund will be arranged.