Delivery & Returns

Everything you need to know about receiving your hand-matched topiary pair, our guarantees, and how we handle any concerns.

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Delivery

Guarantees

Returns

Overview

Our delivery process is designed to ensure your topiary arrives in pristine condition, ready to transform your entrance. Here's what you need to know.

Immediate Sourcing 

Sourcing begins immediately after order confirmation. Your plants are hand-selected and matched in Northern Italy.

14-21 Working Days

This is our typical lead time from order confirmation to delivery. We'll keep you updated throughout.

Kerbside Pallet Delivery

Delivery to most UK mainland addresses. Couriers are not insured to enter your property or move plants beyond the delivery point.

Inspection Windows Are Critical

Check plants within 24 hours for obvious damage, or in the unlikely event within 7 days for latent issues before planting.

Our Guarantees Protect You

Every pair is backed by our Matching Guarantee and 6-Month Thrive Guarantee.

Delivery

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Where do you deliver?

We deliver to most UK mainland addresses. Additional charges may apply for Scottish Highlands, islands, and some remote postcodes—these are calculated automatically at checkout. We're unable to deliver to Northern Ireland or the Republic of Ireland due to plant health regulations.

How long does delivery take?

Typical lead time: 14-21 working days from Order Confirmation to delivery.

This timeframe accounts for:

  • Sourcing and inspecting your specific plants in Europe
  • Completing phytosanitary paperwork and plant passports
  • Consolidated transport to the UK
  • Final courier delivery to your address

We cannot guarantee specific delivery dates until topiary pairs have passed our Mirror Matching & Quality Inspection in the UK. Please do not book contractors, landscapers, or tradespeople until delivery is confirmed.

How are plants delivered?

All orders are delivered via pallet to kerbside only.

What this means:

  • Plants arrive on a wooden pallet secured with protective wrap
  • Courier delivers to your kerbside, driveway, or accessible flat surface
  • Couriers are not insured to enter your property or move plants beyond kerbside
  • You'll need assistance to move plants from the delivery point to their final location

Important: Ensure you have help available on delivery day. Topiary pairs can be heavy, especially in pots.

What if I'm not home for delivery?

We always recommend discussing with our team to plan a day for delivery when you are at home. However, you can authorise safe place delivery during checkout. If authorised, the courier will leave your plants in the specified location (e.g., near garage).

 

Important: If you authorise safe place delivery, you accept responsibility for inspecting plants as soon as possible. We cannot be held liable for damage that occurs after safe place delivery.

 

If no safe place is authorised and you're not home, the courier will attempt redelivery or contact you to arrange collection.

Can I track my delivery?

Once your order is dispatched, we'll send you a dispatch confirmation email with your estimated delivery date.

 

On the day of delivery:

  • Our office can provide a delivery window if you contact us
  • The delivery driver will call you approximately 1 hour before arrival
  • This gives you time to ensure someone is available to receive the delivery

Please note: Our pallet network doesn't offer customer tracking portals. However, we monitor all deliveries and will contact you if there are any delays or issues.

 

If you need delivery updates or have questions on your delivery day, please contact your Topiary Twins Representative.

Do you charge for delivery?

Delivery is included in the price for most UK mainland addresses.

Additional charges apply to:

  • Scottish Highlands
  • Islands
  • Remote postcodes (calculated at checkout based on your postcode)

We'll always show the total delivery cost before you complete your order.

What if there are access issues?

Please inform us during checkout if:

  • Your property has narrow lanes or restricted access
  • There are height restrictions (low bridges, overhanging trees)
  • The delivery point requires specific instructions
  • Large vehicle access is difficult

We'll work with you to find a solution. In some cases, we may need to arrange a smaller vehicle or alternative delivery point.

98%   

Arrive in Perfect Condition   

Industry leading quality checks & care

100% 

Hand-Matched 

Every pair meets our Mirror Matched pairing standards

97% 

Arrive on Time

Plants arrive on the provided delivery date

Guarantees

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Your investment in architectural topiary deserves protection. These aren't token promises—they're comprehensive guarantees that reflect our confidence in the quality of every pair we provide.

  • Our Promises

  • What's not covered

  • How to claim

Matching Guarantee 

Perfect Symmetry or Your Money Back

Every pair hand-matched to exacting standards or Full Refund

Height difference: 10cm maximum

Comparable density and form

Similar branching structure 

Architectural balance guaranteed
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Claim within 7 days

Resolution: 24 hours

Outcome: Replacement or full refund 

6-MOnth thrive Guarantee 

Establishment Protection for Your Investment

If one plant doesn't establish successfully, we'll replace it at half the single-plant cost.

Protection against establishment failure

6 months of peace of mind

Expert aftercare support included

Replacement matched to surviving plant
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Claim within 6 months

Eligibility review: 48 hours

Replacement cost: 50% of Single plant

lifetime care support 

Complimentary Expert Guidance Forever

Your purchase includes unlimited access to our team for care advice, troubleshooting, and seasonal guidance.

Email support: hello@topiarytwins.co.uk

Response time: within 24 hours

No time limit, no cost

Species-specific guidance
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Available Forever

Response time: 24 hours

Cost: Complimentary

Matching Guarantee 

covers the initial quality & symmetry of your pair as delivered

What's not covered: 

Natural Variation

Minor differences in foliage texture-all plants vary slightly 

Seasonal colour variations (some species bronze or fade in winter)

Growth patterns that develop after planting  

Aesthetic Preferences

Aesthetic preferences beyond our documented pairing quality control standards

Form preferences not specified at time of order

Changes in your vision after delivery 
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If you're uncertain whether an issue qualifies, contact us at hello@topiarytwins.co.uk. We'll review your situation fairly. 

6-MOnth thrive Guarantee 

protects against establishment failure when proper care is provided

What's not covered: 

Care-Related Issues

Over-watering or under-watering

Lack of winter protection in extreme cold

Planting in unsuitable locations

Environmental Factors

Pest or disease damage occuring after delivery

Weather damage 

Poor drainage causing root problems

Both Plants Failing

If both plants in a pair fail, this typically indicates a site or care issue rather than plant quality. The guarantee covers individual plant failure within a healthy pair.
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Not sure if your situation qualifies? Email us at hello@topiarytwins.co.uk with photos and care details. We review every case individually and fairly.

lifetime care support 

Care Support Is Available Forever With No Limitations

This service includes:

Video support for care questions

Troubleshooting guidance

Seasonal maintenance advice

Species-specific guidance

We cannot:

Guarantee outcomes based on our recommendations

Take responsibility for care decisions you make

Provide on-site visits or hands-on assistance
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Our advice is based on best horticultural practices and our experience with topiary care. Following our guidance significantly improves outcomes, but living plants are always subject to enviromental variables. 

Matching Guarantee 

fast, fair resolution

Step 1: Contact Us

Email: hello@topiarytwins.co.uk

Subject: "Matching Guarantee Claim - Order [Number]"  

Step 2: Provide Verification

Include in your email:

Photos of both plants side-by-side 

Individual photos of each plant (full view, multiple angles)

Brief description of the asymmetry concern

Step 3: We Review  

Our team will assess your claim against our pairing quality standards:

Height difference (max 10cm)

Density and form symmetry

Branching structure balance 

Overall architectural pairing quality

Step 4: Resolution 

If your claim is valid (which is rare—our matching standards are rigorous), we'll arrange a replacement pair immediately. 

 

Replacement Pair (Our Standard Resolution) 

We source a new hand-matched pair and deliver at no additional charge. Same 14-21 day lead time applies. This is how we resolve nearly all valid matching claims. 

 

Full Refund (If You Prefer) 

If replacement doesn't work for your timeline or you'd prefer a refund, we'll process it within 5-7 working days to your original payment method, including delivery charges. 
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Most claims are resolved the same day we receive them.

6-MOnth thrive Guarantee 

six months of protection

Step 1: Contact Us

Email: hello@topiarytwins.co.uk

Subject: "Thrive Guarantee Claim - Order [Number]"  

Step 2: Provide Documents  

Include in your email:

Photos of the affected plant (multiple angles, close ups)

Photos of the healthy plant for comparison

Description of care provided

Timeline of decline (when did you first notice issues?)

Step 3. Eligibility Review 

We'll assess your claim based on the information and photos you provide, along with our horticultural expertise and experience with establishment patterns. 

 

Our review considers multiple factors to determine whether this is a plant quality issue (covered) or a care/environmental issue (not covered). 

 

We review every case individually and will advise honestly whether the guarantee applies to your specific situation.

Step 4: Resolution 

If eligible, here's what happens: 

 

We Invoice for Replacement

Cost: 50% of single-plant price

Example: £1,000 pair = £500 per plant = £250 replacement cost

 

We Source Your Replacement

Hand-matched to your surviving plant, same quality and form standard, delivered within 14-21 working days. 

 

This isn't insurance-it's a goodwill program recognising that even with proper care, establishment can occasionally fail through no fault of yours or ours. 
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Unsure if your qualify? Email us anyway. We review every situation individually and will advise honestly whether the guarantee applies.

lifetime care support 

Always Here to Help

Step 1: Contact Us

Simply email us anytime you need care advice, troubleshooting help, or guidance: 

 

Email: hello@topiarytwins.co.uk

Subject: "Care Question - [Your Topic] 

Step 2: Include

Photos of your plants (if relevant)

Description of the situation or question

Any care you've already provided

Step 3: We Advise 

Diagnosis (if applicable)

Recommended action plan 

Species-specific guidance

Seasonal care reminders

Common Questions: 

Watering and feeding schedules

Seasonal maintenance  

Identifying pests or diseases

Yellowing, browning or leaf drop off

Winter care and frost protection

Container and in-ground planting guidance
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This service is complimentary for the life of your plants with no time limit or restrictions. 

Returns

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Can I return my topiary plants?

Topiary are perishable goods and exempt from the standard 14-day cooling-off period under UK Consumer Contracts Regulations 2013.

This means:

  • You cannot return plants for change-of-mind reasons once ordered
  • Sourcing begins immediately upon order placement
  • Plants cannot be resold once selected and transported

You can return or receive a refund if:

  • Plants arrive damaged or defective (reported within inspection windows)
  • Plants don't meet our Matching Guarantee standards
  • We're unable to fulfill your order as confirmed

See our complete Returns Policy for full terms.

What if my plants arrive damaged?

Report damage within the inspection windows:

  • 24 hours for obvious physical damage
  • 7 days for latent issues discovered before planting

We'll offer:

  • Replacement plants (sourced and delivered at no additional charge)
  • Full refund (if replacement isn't possible or you prefer refund)

Contact us at hello@topiarytwins.co.uk with photos and your order number.

Can I cancel my order?

Before sourcing begins (within 24 hours of order):
Full refund, no questions asked.

 

After sourcing begins but before dispatch:
You may cancel, but we'll deduct our reasonable, demonstrable costs incurred (typically 15-30%). On request, we'll itemise these costs (grower fees, inspections, transport bookings, phytosanitary certificates).

 

After dispatch:
Cancellations cannot be accepted. Plants are perishable goods in transit and cannot be returned to inventory.

 

See our Refund Policy Section 6 for complete cancellation terms.

What if the plants don't match?

Our Matching Guarantee ensures every pair is genuinely hand-matched for symmetry.

If your plants don't meet our pairing standards:

  • Height difference exceeds 2cm
  • Obvious density or form asymmetry
  • Different branching structures

Contact us within 7 days with photos. We'll arrange replacement or full refund.

 

See the Guarantees section above for complete terms.

How do refunds work?

Approved refunds are processed within 5-7 working days to your original payment method.

 

Refund amount:

  • Full refund (if we're at fault or unable to fulfil order)
  • Refund minus sourcing costs (if you cancel after sourcing begins)
  • Partial refund (if we agree to a partial resolution)

Delivery charges are refunded if the issue is our responsibility. Otherwise, delivery charges are non-refundable (they're costs we've already incurred).

What about the 6-Month Thrive Guarantee?

If one plant in your pair doesn't thrive within 6 months despite proper care, we'll replace it for half the cost of a single plant.

 

This is not a return - it's a discounted replacement program for establishment issues.

 

See the Guarantees section above for complete terms and exclusions.

Have a question about delivery or returns?

EMAIL US 

hello@topiarytwins.co.uk

We respond within 24 hours. 

Whether you need to report an issue, make a guarantee claim, or just have questions about the process, we're here to help.

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