Terms & Conditions

Shipping

Our delivery days are Tuesday to Saturday. Orders are dispatched next working day with next day tracked delivery via DPD, orders made on Thursday's after 11am will be dispatched the following Monday as we do not post out over the weekend.

House of kojo is not responsible for late shipments OR damage due to omissions and external causes including weather conditions (extreme heat or cold, etc.), wrong address, delivery without signature, interruptions or any failure of performance whether or not resulting from acts of God, theft, destruction and other causes.

Delays in delivery due to Covid-19 may be expected for which we cannot be responsible, please contact us if you are unsure.

It is essential that you are present at the time of delivery.  A signature will be required before the plants can be left.  This will not change irrelevant of the circumstances.  If plants cannot be delivered for this reason, House of Kojo can't cannot be held responsible for the condition of the plants when they do arrive.

Product and Prices

Actual product may have some differences to the pictures shown on the website. We make every effort to be accurate, but variation is the norm with Mother Nature.  Prices may be subject to change without prior notice.

Substitution Policy

While we make every effort to provide the exact plant you order, sometimes a substitution may be required to assure your plant are delivered on time.  If so, we are careful to make your order as close to your original choice as possible, even if this means substituting for plants of a greater value. While our goal is to always keep you informed, we may ship a substitution without confirmation from you.  Your order shows acceptance of this policy.  Even if we have confirmed your order, due to the nature of dealing with agricultural products and international deliveries, there is always a possibility an order may not be filled. House of kojo will only credit the amount of the undelivered order and will not be held liable for any inconveniences arising from these events.

Refund + Return Policy

If you are not satisfied with you plants please call House of Kojo IMMEDIATELY after opening your shipment.  All claims regarding plants quality must be reported by phone and email within 24 hours of receipt of product.  Digital pictures of ALL the plants  you are claiming, as well as the box and all box labels, are required.  Pictures should include a close up of the product, as well as a more panoramic or larger view of the product showing the plants in question.  Claims made after 24 hours of receipt of product will NOT be accepted.  We may ask for return of the plants to process your claim. 

Complaints will not be accepted for issues relating to the stems of plants unless in exceptional circumstances. Our guarantee only covers damage to the plants head in question. Complaints concerning part of the order supplied cannot be a cause for rejecting the entire order.  We make every effort to provide the exact flower you order.  If in the rare event that high demand, crop failures or poor weather conditions prevent the availability of an exact plant, we may substitute other similar flower varieties.  Although our system has confirmed your order in dealing with agricultural products and international deliveries there is always a possibility an order may not be filled.  House of Kojo will only credit the amount of the undelivered order and will not be held liable for any inconveniences arising from these events.

House of Kojo will not be responsible for products mishandled by customers.  It is the customer's responsibility to know how to properly care for the products they are ordering. 

If you need to file a claim, please call us immediately on 0191 3401009 AND send an email to info@houseofkojo.com 

 

If you do want to return an item bought from us, you do need to call us above, and then you can send the item back to us, at your cost, and once the item is received back to us at your cost, we will then be in touch regarding a refund. 

Missing Plants

In the event that part of your order is missing, notify us immediately within 24 hours of delivery by phone and email. House of Kojo will check to verify the packing of your box. If there is a discrepancy, House of Kojo will reimburse the customer the value of the missing items per the pricing on the order. House of Kojo will not be responsible for replacing missing items from your local suppliers. 

Payment and Cancellations

Card payments are charged at the moment of placing the order. Approved claims will be credited back to the charge card after the complaint is settled. Any cancellation may be subject to a processing fee of 20% of your total bill.  No cancellations will be accepted 5 days prior to your delivery date.  At that time orders will already be scheduled with the auctions and growers and will not be available for sale to other customers.

Care and Handling of Plants 

House of Kojo is not responsible for improper care and handling of the product after you receive them. 

Guarantee

House of Kojo is dedicated to shipping only the freshest, finest quality plants available. 

Remember: plants are a product of Nature.  Therefore, they will always exhibit natural variations in colours, shapes and even spots.  Our Guarantee does not cover these natural variations and imperfections. 

House of kojo ships only the finest in online plants and accessories. Orders are individually processed and hand-packed for you.  Our customers should expect only the highest quality plants and first class service with every order.

House of Kojo  will not be responsible for lost or stolen packages, damage to the products as a result of being left in inclement weather, freezing or hot temperatures, damage to products as a result of prolonged travel times caused by the customer not being present, shipper delays, delays as a result of Customs and Agricultural inspections, or acts of God.

Remember: plants are highly perishable, time-sensitive products which require different handling than other goods.

Your decision to purchase from House of Kojo confirms your acknowledgment and acceptance of our policies.