If you have a complaint with either our product or our service you may contact us by telephone or e-mail. Or customer service number is 0800 458 2224 (free of charge) and will normally be available between 9.00a.m. and 5.30pm Monday to Saturday. If we are unable to answer your call immediately you will be given the choice of leaving a message or calling the alternative number quoted. You may email us at . We undertake to answer any message left as soon as is practically possible, and usually within 24 hours. If we are unable to deal with your complaint immediately, we will advise you of this and inform you you what steps are being taken. We will keep you informed of our progress and would aim to rectify any complaint within 21 days of first hearing from you.


You may cancel your order within 7 days of placing it with us. You may phone our customer services number 0800 458 2224 (free of charge) email. If you phone us initially, we would ask that you confirm the cancellation by email. If you cancel before the goods have been dispatched, we will refund your money in total within 30 days.

If we have dispatched the goods, we ask that you send an email to , advising us that you wish to return the goods and return the goods with the Returns Form, enclosed with your order. Any returns must be made within 10 days of you receiving the goods. In this case we will not refund your costs in sending the product back to us and reserve the right to deduct our original shipping cost in sending the product to you, from your refund.

Damaged or Incorrect Items

In the unlikely event that you should receive a damaged delivery or incorrect items in your delivery you should fill in and return to us (along with any products) the Returns Form that we enclosed with your order. We would also ask you to advise us as soon as possible by email at We will refund any costs incurred by yourself returning the goods to us and despatch replacements the same day we receive the damaged or incorrect items (should you want a replacement). Should any item be out of stock you will be given the option of a refund, a replacement product of the same value or the ability to wait until the product comes back into stock at which point it will be dispatched immediately.

Unwanted Items

If, for whatever reason, you do not wish to keep your purchase, please return it with its original packaging and a print-off of the order email or invoice with a note stating why it was not suitable. We also ask that you send an email to, advising us that you wish to return the goods. Any returns should be made within 14 days of receipt.

NOTE: We will not refund your costs in sending the product back to us or our original shipping cost in sending the product to you in this case.

NOTE: We are unable to refund bespoke items (e.g. trees & plants potted in planters and products over 190cm tall with a product code prefix of BPCS) If you feel you may want to return a plant the plant SHOULD NOT be purchased potted in to a planter

NOTE: All returns should be made within 10 days of receipt of your order. We cannot accept returns after this time.

Delivery & Packaging

Our trees are dispatched by carrier to UK mainland destinations only. They are dispatched by carrier and should arrive within 5 working days of you placing an order. The trees are flat packed. The branches will be packed vertical, parallel to the main stem and you will need to arrange them. The foliage branches are on plastic coated wires and can be bent in an arc so that the tree replicates the habit of a real tree. We will include instructions appropriate to the tree you have bought. The wooden stems of the trees are cemented into a small black pot at the manufacturing stage. The tree would not be stable in this pot alone and needs to be planted in a larger container. If you already have a container or wish to buy from elsewhere use two or 3 dry foam blocks (purchased from a florist) placed vertically between the inside of the container and the tree to hold it in position. If you order a planter from us, the tree will be fixed into the planter with foam and you will be supplied with moss to dress the top of the foam.

All measurements are from the base of the tree to the top of the wood or bamboo stem. Foliage can add a further 15cm onto the overall height and planting in a pot will add a further 2-3cm.

If you are buying for a business and would like Big Plant Company to install your trees, you can order your trees on the internet and then send your request for installation by email. Installation includes unpacking the tree, planting in a container and arranging the tree branches so that the tree is ready to display. We charge an additional £25 per tree for this service. However if you are buying more than 4 trees, ask for a quotation. We will invoice you separately for this service.

If you are interested in purchasing from outside the UK please enquire via .

We reserve the right to make a charge for carriage and packing for trees and postage and packing for plants.

Site Security

Ordering at “bigplantshop” couldn’t be safer. We employ a full SSL secure server to take your orders, the standard in Internet ordering security.

We need to collect your name and address so that we can deliver your order and e-mail address, so that we can acknowledge your order.

You may order purchases for another person by entering their name and address, but your email address is needed so that we can acknowledge your order.

When you enter e-mail address, you will also be asked if you wish to receive information from ourselves on future products or promotions. We promise that we will only send you information via e-mail and we will not pass your address onto a third party.

You will be asked to pay for your goods by entering your credit card details. This can only be accepted through our secure server. This ensures that any credit card information is encrypted before being sent to us. We do not record your credit card details. The payment is processed by our card processor who connect directly and securely to the major banks, having been approved and security checked by them.

If you do not wish to enter your credit card details over the internet you can print out the contents of your basket and send this with your name and address and a cheque for the total value of the order. We do not accept discount vouchers.