Shipping, Returns & Refund Policy

---

Damaged Items

While we take great care to package your order securely, your plant is handled by third-party logistics services for final delivery. Occasionally, packages may be mishandled or exposed to extreme weather conditions. This can result in broken ceramics or plants arriving in poor condition.
If this happens, simply submit proof of the damage using this form and we will arrange a replacement.
Claims must be submitted within 48 hours of delivery.
Only the damaged component of your order will be replaced (plant, pot, or stand).

Due to the nature of plants, it’s possible for a few leaves or even a stem to break during transit. As long as the plant's overall integrity and beauty are not compromised, it will not be considered damaged. We recommend contacting our Plant Doctor team for an assessment.
Plant issues upon delivery that may qualify for a replacement include:

• The plant arrives dead or severely distressed from transit damage.
• More than 10% of the foliage is discolored.
• More than 10% of the foliage is lost.
• The plant arrives with pests.

Plant conditions that do not qualify for a replacement:

• Less than 10% foliage loss.
• Brown tips or edges on less than 10% of leaves.
• Minor cosmetic damage under 10% of total foliage.
• The plant arrives with pests.
• Natural or limited imperfections not caused by poor packaging.
• Defects that can be trimmed off and are not signs of immediate plant decline.
• Damage resulting from not following care instructions or Plant Doctor guidance.
• Pests contracted after delivery in the plant’s new environment.
• Exposure to temperatures below 59°F (15°C) after delivery.
• Damage caused intentionally or unintentionally by a person, child, or pet.
• The plant was left at a pickup location and not collected within 48 hours.
• The box was not opened and the plant not unpacked within 24 hours of delivery.

If an item is discarded before a solution has been confirmed, no refund or replacement will be issued.

After the delivery guarantee window, please refer to our plant guarantee page.

Address Changes

Leon & George covers shipping costs only for orders shipped to the address provided at checkout and confirmed on your receipt. If your order hasn't yet shipped, you may request an address change by emailing us at [email protected] with the subject “Urgent: Delivery Address Change.”
Once your order has left our facilities, the shipping address can no longer be changed. Orders shipped to incorrectly entered addresses are not eligible for replacement, refund, or re-shipment.

It is your sole responsibility to provide a complete and accurate shipping address when placing an order. We are not responsible for failed deliveries due to incorrect or incomplete addresses.
Please double-check the recipient's full name, building number, street name, postal code, city, country, phone number, and email address if possible.
It is also your responsibility to ensure the recipient is aware of the incoming delivery and available to receive it.

In some cases, we may be able to assist in redirecting a package. Any associated costs will be borne by the customer, and no guarantees can be made with regard to the carrier’s response.

Lost Packages

If you’ve confirmed that your shipping address was correct, but tracking shows your order was delivered and you haven’t received it, check your side doors, porch, garage, and any nearby bushes—packages are sometimes hidden for safety. Packages are also sometimes left with neighbors, a building concierge, or front desk staff.
If your order still hasn’t arrived seven days after the listed delivery date, please submit a lost parcel claim here and we’ll arrange a replacement. Lost packages are not eligible for refunds unless initiated by us.

Refused Deliveries

In some cases, particularly with gifts or deliveries to businesses, packages may be refused.
It is your responsibility to inform the recipient of the incoming delivery and ensure they are available to receive it.
We recommend providing the recipient’s email address so we can notify them of the incoming gift and share tracking details.

Refused live plant deliveries are not eligible for a refund.
Refused non-perishable items may be eligible for a refund (minus shipping costs) if returned to our warehouse in good condition.
Re-shipment is possible upon request. Additional charges for the plants and shipping will apply.

Returns & Exchanges of Live Plants

Due to the perishable nature of live plants and their sensitivity to environmental conditions, returns and exchanges are not accepted.

Exceptions may be made on a case-by-case basis for large or extra-large items delivered via our “White Glove” service in the Île-de-France region. These may be eligible for store credit on the local version of our e-shop only. Products must be picked up within 7 days of delivery. Original shipping costs will still apply. Contact us at [email protected] with your order number and photos of what you received, and we’ll arrange a pickup.

Returns & Exchanges of Non-Perishable Items

Returns and exchanges of non-perishable items such as ceramics and accessories are accepted if requested within 14 days of receipt. Items must be returned in their original packaging and securely packed at your expense. Original shipping fees are non-refundable. Please allow 5–10 days for your request to be processed. Contact us at [email protected] with your order number once your item has been received.

Non-returnable items include:

• Gift cards
• Downloadable software
• Books or magazines

Order Cancellations

All our plant and pot sets are made to order. A member of our team hand-selects your plant, cleans it, prunes it, and pots it in the ceramic planter you’ve chosen. Because of the custom and perishable nature of our products, cancellations with a full refund are only accepted within 48 hours of placing your order and if the order has not yet shipped. Cancellations are accepted under the following conditions:

• If your order hasn’t shipped and is canceled within 48 hours, it will be fully refunded within 5–10 days.
• If your order has already shipped, the item must be returned at your expense. Original shipping charges will be deducted from the refund.

Plant Guarantee

Live plants are perishable and respond to environmental changes. They will go through an adjustment period from their journey to settling into their new home. Thanks to our quality control process and our Plant Doctor support, we guarantee your plant will survive and thrive during this adjustment. That’s why we guarantee our plants for 30 days after delivery—and up to 12 months with our optional extended warranty!

Learn more and read the full terms of our plant guarantee.

Have a question?

For any questions, please contact us at [email protected] and we’ll get back to you within 72 business hours.

Thank you!
- The Léon & George Team