Returns & Exchanges

Our Commitment to You

Just as we meticulously assemble our Basic Curved Terrariums and Close Geometric Terrariums, we aim to make the returns process clear and straightforward. We stand behind the quality of our handcrafted glass ecosystems and preserved botanical art. If your item arrives damaged or is not as described, we will gladly make it right.

General Policy Overview

• Return Window: You may return most items within 15 days of the delivery date.
• Condition: Items must be unused, in their original packaging, and in the same condition as received.
• Refunds: Refunds will be issued to the original payment method once we receive and inspect the returned item.
• Exchanges: We are happy to exchange an item for a different size, color, or product of equal value.
• Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective/damaged product.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our care team at [email protected] with your order number and reason for return or exchange. We will respond within 2 business days with instructions and a Return Merchandise Authorization (RMA) number.

Step 2: Package the Item Securely

Please repackage the item using its original packaging and padding materials. For fragile items like Glass Cloches or Cylinder Terrariums, we recommend adding extra cushioning. Include the RMA number clearly on the outside of the box.

Step 3: Ship the Package

Ship your return to the address provided in your RMA instructions. We strongly recommend using a trackable and insured shipping service. We cannot be responsible for items lost in transit back to us.

Step 4: Processing & Completion

Once received, our team will inspect the item (typically within 5 business days). Upon approval:

• For Refunds: We will notify you and initiate the refund to your original payment method.
• For Exchanges: We will ship the replacement item to you. If the new item is of higher value, we will invoice you for the difference.

Return Request Email Template

To streamline your request, you may use the following template when emailing us:

Refund Timeline & Method

• Timeline: Please allow 5-7 business days for us to process your return after we receive it. Once approved, refunds are processed immediately, but the time it takes for the funds to appear in your account depends on your payment provider:
  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
  • PayPal: 3-5 business days.
• Method: All refunds are issued to the original payment method used for the purchase. Shipping fees are non-refundable for customer-initiated returns.

Non-Returnable Items

To ensure the integrity and safety of our botanical creations, the following items are final sale and cannot be returned or exchanged:

• Preserved Plants & Moss: Due to their delicate, organic nature and to prevent contamination, all preserved botanicals are final sale.
• Custom or Personalized Items: This includes bespoke Wedding Glass Card Boxes (Black, Gold, Pink, Silver, Brass) and any item made to specific customer specifications.
LED Grow Light Sets & Terrarium Building Kits may only be returned if unopened and in their original sealed packaging.