Frequently asked questions
Everything customers usually ask about ordering, delivery, returns and caring for your pieces.
- Where does Gartenia ship to?
- We ship to addresses in the United Kingdom only, including Northern Ireland, the Scottish Highlands and the Isle of Wight.
- How much does delivery cost?
- Delivery is free on every order, with no minimum spend.
- How long will my order take?
- Orders are prepared in 1–3 business days and travel in 2–5 business days, giving an estimated delivery window of 3–8 business days. Orders placed before 2:00pm (Europe/London) Monday to Friday begin processing the same day.
- Will I get tracking?
- Yes. A tracking number is emailed automatically as soon as your parcel is dispatched by Royal Mail, Evri or DPD.
- Can I return an item?
- Yes. You have 14 days from delivery to request a return, and returns are free using the prepaid label we provide. Refunds go back to your original payment method within 7 days of inspection.
- What if my item arrives damaged?
- Send a photo within 48 hours of delivery and we will arrange a free replacement or a full refund. You will not be asked to pay for return postage.
- Are your products fragile?
- Ceramic, glass and stone pieces are packed in moulded protective packaging designed for courier handling. In the rare event of breakage, contact us and we will replace the item.
- Do you have a showroom?
- No. Gartenia operates exclusively online, which is how we keep prices fair for the quality of the pieces we sell.
- Do your vases hold water?
- Our ceramic and glass vases are watertight and suitable for fresh flowers unless the product page states otherwise. Always dry the base before placing on timber or stone.
- Can you help me choose the right size?
- Yes — dimensions are listed on every product page, and if you send a photo of your space to support@gartenia.store we will suggest the right scale.
Still need help? Email support@gartenia.store or call +44 1253 863371.