FAQs • Please read!

Your new moss should arrive alive and safely enclosed in a sealed ziplock bag or container. We gently compress the moss for posting. Upon receipt, remove your moss and place in a glass container. Allow the moss to breathe and mist your moss to rehydrate it. Handle with care when transplanting to your terrarium. Remember that most moss prefers high humidity, diffused light and cooler temperatures so consider this during placement of your terrarium. There is no guarantee that moss can survive in your environment so if it starts to wither try moving to a cooler or outside location. Placing inside another enclosed glass container can also help regulate the humidity. We are not responsible for plants that die in your care.

We include free delivery for domestic UK orders sent via Royal Mail. All other orders are sent via Royal Mail International Standard Service and start at £6.50. We retain proof of postage for all orders dispatched and will provide upon request. We are not responsible for lost parcels and will not consider a parcel lost until 30 days have elapsed from the date of dispatch. We are not responsible for mishandling by the delivery carrier (exposure to excessive heat).

Please be advised that we are not responsible for items delayed or stopped by your local customs agency. Any additional charges imposed by your local postal service including local customs duty are the sole responsibility of the buyer. We are not responsible for your parcel once it has been dispatched - proof of posting will be provided to you upon request. Typically most parcels reach their destination within the estimated delivery timeframe but occasionally delays do happen.

Please be aware that moss is a living plant and is in a constant cycle of renewal - top layers are greener new fronds, with older green fronds below, then browning deteriorating layers below those and dead older fronds beneath those. This helps moss refresh its foliage and different species have more or less new or old growth within the mix. Your new moss may have some brown in it when it arrives; simply snip theses pieces out with scissors or leave them to provide mulch for the terrarium planting medium. If your moss is entirely brown upon arrival then it was likely exposed to excessive heat during transit; unfortunately this is beyond our control. All moss leaves our workshop in optimal condition and the vast majority arrive safely.

Live moss is grown in a naturally bio-diverse environment. This is entirely natural and our moss (and soil) is provided in its naturally occurring state. We do our best to remove any small insects (visible to the naked eye) but achieving 100% sterility is unnatural and unhealthy for moss plants. If the idea of discovering a snail, slug, nematode, gnat or other harmless woodland insect is a concern please take this into consideration before placing your order; it is not a fault. We have used our moss in countless terrarium applications without problems and believe natural moss is preferable to chemically treated/preserved moss (which is dead). Our suggestion is to simply remove any uninvited guests with tweezers or move it outside.

Even fairies need a break! From time to time we take some time to recharge and essentially close our shop. However, we keep the online store open and continue accepting orders as per normal. We understand many of our customers are happy to wait for project supplies for upcoming terrarium builds so we permit orders during these closed periods and provide a future dispatch date when we will resume sending orders out. If this doesn’t work for you simply send a cancel request within an hour of receiving your confirmation notice and we’ll remove your order from our order queue.

If your order is returned to us as a result of it not being collected from your local post station, we will not offer a replacement nor refund. The reason for this is that live plants will have perished during the time spent awaiting collection, then again back in transit to us. You will need to reorder via the shop if you want it sent again. For orders that do not include live plants, we can re-send your parcel but you will be required to pay for the second postage.

Due to the nature of our goods we do not accept returns. However, in some circumstances we will on occasion accept a return. Buyers are responsible for return postage and returning all goods in new, unused condition. If your order was sent to you on ‘free delivery’ it means we paid the postage to send it out to you. Approved returns are subject to a re-stocking charge of £3 to cover our costs on the initial postage, packaging and handling. This charge will be deducted from any refund issued. Substantially delayed parcels are not our responsibility and any refund request will be reviewed on a case by case basis - postage will not be refunded for any reason if we sent the item within a reasonable amount of time from the date of purchase.

We are open from Monday-Friday 10am-5pm GMT. If you message us outside of these hours we will not respond until the next business day. Orders will only be dispatched during these trading hours. We do our best to respond to all queries within a reasonable amount of time but we generally do not reply outside of normal business hours.