Sometimes, hard as we might try we make mistakes or don’t leave you delighted by the experience of working with us. Please be kind enough to let us know so that we can put it right. We really do care that your product is perfect and we know that we're improving with your feedback and support. Please share your stories, photographs and reactions because it helps us strive to do a better job and means we can all go home feeling good about what we do.
We would encourage you to share any comments or ask any questions by contacting us, you can fill in our contact form here, or call us on 01392 8233111 or contact us by email, or by writing to us our HQ:
5 Clyst Units
Changing your Purchase
Once an order has been submitted and accepted, unfortunately you do not have the right to cancel if the product is bespoke and personalised. Please contact us straight away, preferably by phone, should you have any queries, changes or concerns about your order. We'll obviously do everything we can to help you. If you need to cancel your order please see "Returns Policy" below for further information about cancelling orders.
Sometimes there are variations on the colour of the wood. This can be caused by ambient temperature on application and variations of the colour of the stains used on our crates. Your crate may not match exactly the colour you see on your screen because of your screen resolution settings. We do everything we can to reduce these variances but sometimes it's outside of our control.
Credit Card Security
All our website payments are handled by SagePay, which accept all major credit / debit cards. As a payment service provider (PSP), thousands of businesses outsource their transaction security to them and they are industry leaders. It's their top priority to ensure that customers' transaction data is kept secure at all times, which is why they comply with the Payment Card Industry Data Security Standard (PCI DSS). If you're not sure the order has been confirmed, please email us at firstname.lastname@example.org or phone on 01392 823311.
Privacy – our promise to you
Please be assured that as a customer of Plantabox Limited you are a really special person and any information you share with us is totally confidential. We do not share your personal information with any other party. We are proud of our reputation, the support and feedback from of our customers. We have really worked hard to establish a robust system to protect your interests and give you truly extraordinary service. Your privacy is important to us and critical to the integrity of our relationship.
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third parties for goods delivery purposes
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
IMPORTANT: Under the above regulations, personalised products are an exception to the normal regulations regarding cancelling orders. Should you decide you wish to cancel an order you must notify us within 24 hours of placing the order, ideally by telephone on 01392 823311 or if by email, you must ensure your response is received within 24 hours. If the products have not been made then we will arrange to cancel the order BUT if they have, then you will not be entitled to a refund. Your rights are unaffected if the product received is faulty and not fit for purpose or repairable.
If you need to get in touch just fill in the form below and we'll do our best to answer it...