Questions, answered

Orders are processed in 1 to 3 business days. Custom orders take a little longer. If you need something sooner than the displayed delivery date, message us before ordering and we'll tell you what's possible.

Canada and the US are 3 to 7 business days. International is 10 to 30 business days. We can express orders: send us your items and delivery address and we'll quote the express charge.

We pack and ship as fast as we can, but there's always a small chance of a courier delay that's outside our control. If you have a firm deadline, contact us before purchasing so we can plan around it.

Most orders aren't, but any item may be subject to customs fees charged by your local government. Those charges are the buyer's responsibility and entirely outside our control. Parcels refused at delivery because of customs fees are not refunded.

No. All sales are final once an order is placed: we do not offer returns, refunds or exchanges, including for change of mind or a cancelled event. Check measurements and the option you have chosen, and ask us anything before you order. The full shop policies are linked in the footer.

Not once payment has gone through. If you need something different, message us straight away; if the parcel has not been packed yet we will do what we can to add to the order, but we cannot cancel or refund it.

Contact us within 48 hours of delivery with photos of the box, the packaging and the item, and keep everything. We file a courier claim for you and work with you on the outcome. Claims usually take up to 14 days, and we update you as soon as we hear back.

Because no two natural pieces are alike: pampas, palm leaves and annahaws all vary slightly in colour, shape and size. If you need something specific, message us and we'll send photos of the actual item before it ships.