FAQs

How long will my order take to arrive?

All orders containing small plants will be shipped by courier out from Monday to Wednesday - this is to avoid them sitting in a depot over the weekend, should there be any unexpected delays in transit. Once shipped they are normally delivered the next day.

For orders containing larger plants only available within London we will contact you when your plants are ready for delivery to arrange a suitable date and time.

 

How much do you charge for shipping?

Plant delivery is £6.99 to UK, Tracked Delivery via DPD. Plants are dispatched next day and delivered within 1- 2 days they spend as little time in a box as possible.

For orders for the Kato Vase alone, delivery is charged at £3.95.

 

Can I track my order?

Yes, for plants shipped by courier we will provide you with a unique tracking code so you can track the progress of your delivery.

 

Where do you deliver to?

We ship smaller plants and plant accessories nationwide around mainland UK.

We ship larger plants within the London area only.

If you would like to make an international order please contact us at info@houseofkato.com or via instagram (@houseofkatoofficial).

 

My order hasn’t arrived, what do I do?

If your order is due for delivery and hasn’t reached you at the time it was scheduled for, allow one day extra, as occasionally unexpected delays occur in transit. If your order still hasn’t reached you the following day, please get in touch with us so that we can contact our couriers and track it down for you.

 

Can I collect my order from you directly?

Unfortunately as we do not have a shop and we are unable to offer collection services.

 

I entered my contact details wrong when I placed my order, what do I do?

If you’ve entered the wrong details whilst placing your order, please contact us immediately so that we can amend these before shipping your order out to you. If you fail to contact us and your order doesn’t reach you, we cannot be held responsible.

 

Can you ship internationally?

If you would like to make an international order please contact us at info@houseofkato.com or via Instagram (@houseofkatoofficial).

 

What is your returns policy?

We love all our plants and want you to love them too. We make every effort to bring you a plant that matches the plant as it appears on our website, in the size you have chosen. As with all living things, there is some natural variation in size, shape and colour.

If you’re unhappy with your plant for any reason, contact us within 14 days by email and we will arrange a refund for you as long as the plant is in a healthy condition matching that of which you received it in. You will need to cover the cost of postage and packaging. Once the item/s is safely back with us and we are satisfied that it is still in a good state, we will arrange for a refund to be processed.

If you think your plant arrived damaged or unhealthy, please contact us as soon as possible and include a photograph of it. Once the cause is established we will arrange for replacement/refund.

For all non-plant items, you have up to 30 days to request a refund, provided it’s unused and in a re-saleable condition. You will need to cover the cost of postage and packaging. Once the item/s is safely back with us and we are satisfied that it is still in a good state, we will arrange for a refund to be processed.

To request a return, and for all other enquiries, please email us at info@houseofkato.com.

 

I need my order to arrive on a specific date, can this be arranged?

If you need to receive your order at a certain time, then we will happily arrange this for you. For example, if you would like to place your order today for a friends birthday, but wouldn’t like it to be sent out until closer to the date, simply contact us and tell us when you would like your order to be received so that we can make a note of this.

 

My order is a gift, can I include a special message?

If you would like your order to be sent out as a gift with a gift message simply add a note to your order stating what you would like the message to be, or contact us directly immediately after placing your order.

 

When will an item/s be back in stock?

Some of our popular items sell out quickly, and we often get asked when they will be back in stock. This really varies depending on whether it is a plant or product, but do feel free to contact us directly so we can offer some more information on when it will be returning, and make sure you are the first to know.

 

I’m looking for something specific that I can’t see on your website. Will you be stocking it at some point?

We offer a bespoke order service where we can source unique and rare plants for you that we don’t normally stock. You can email us at info@houseofkato.com or complete the form on our Bespoke Order page and detail what you are looking for and we will do our best to source your desired plant.

 

How will I know how to take care of my plant?

All our plant product pages contain care instructions which will provide an overview of how best to care for your plants. We are also always on hand to answer any questions you may have in regards to caring for your plants, so please feel free to contact us at any time.

 

How do I know what type of plant is right for me?

Some important things to take into consideration are the conditions of your home (light, temperature, humidity etc) but above all, experience. If you’re new to houseplants, there are some that are going to be much easier to care for than others, and this is definitely worth bearing in mind when choosing the right plant for you. Our blog ‘The Beginners Guide’ covers lots of plants that are great when first starting out, but if you’re still unsure then feel free to contact us and we can help you to figure out some of the best options for you.

 

Are your plants real?

Yes, despite some of them looking to good to be real all our plants are real living plants.

 

How do I tell if my home provides the right environment for a specific plant?

On all of the plant descriptions listed on our website you will find information about each specific plant, and the environment it thrives in. If you’re not quite sure whether or not your home fits into these categories, then feel free to contact us directly and we can talk things through with you to help you gain a better understanding.

 

How do I know which pot will fit my plant?

All of the pot sizes (both decorative and plastic nursery pots) are listed under the product descriptions on our website.

 

How can I stay up to date with new stock, promo codes, news and competitions?

We always love bringing you new beautiful plants and accessories. You can be kept up to date by following us on Instagram (@houseofkatoofficial) or sign up to our mailing list at the bottom of our home page.

 

How can I leave a review of my order?

We always love to receive your feedback. To leave a review, simply head to our Facebook page: www.facebook.com/houseofkatoofficial/reviews and click on the button asking whether or not you would recommend us. You will then be given an option to write a review of your experience with us.