Frequently Asked Questions

CARING FOR YOUR LIVE MOSS

Your moss will arrive carefully packed to keep it protected during its journey.

Once it arrives, remove it from its packaging and give it a little time to relax back into shape. If it feels dry, lightly mist it with water.

Most of our moss enjoys good humidity, cool to moderate temperatures and bright, indirect light. Avoid strong direct sunlight, particularly when moss is kept inside glass, as this can quickly overheat it.

For closed terrariums, condensation on the glass is normal. If the terrarium remains heavily misted or waterlogged, simply remove the lid for a while to allow some moisture to escape.

MY MOSS LOOKS A LITTLE DRY AFTER TRAVELLING. IS THAT NORMAL?

Yes. Live moss can temporarily look flatter or less vibrant after being packed and posted.

A light mist and a little time in a humid environment will usually help it perk up. Moss is a living plant, so its colour, texture and appearance naturally vary throughout the year.

If your moss arrives in genuinely poor condition, please take a photograph when you open the parcel and contact us so we can help.

IS ALL OF THE MOSS COMPLETELY GREEN?

Not necessarily – and that's perfectly natural.

Living moss contains new growth alongside older growth, so you may occasionally see brown stems or older material beneath the green surface. Different moss species also change appearance with moisture, temperature and season.

You can simply trim away any pieces you don't want when arranging your terrarium.

CAN THERE BE TINY CREATURES IN LIVE MOSS?

Occasionally, yes.

Our moss is a natural living product rather than preserved or chemically sterilised moss. We carefully inspect it and remove anything obvious while preparing your order, but a tiny woodland hitchhiker can occasionally remain.

If you spot one, simply remove it with tweezers and place it outside.

WHAT CAN I USE YOUR MOSS FOR?

Our moss is suitable for all sorts of small green projects, including terrariums, mossariums, bonsai displays, miniature gardens and houseplant top dressing.

Different mosses have different textures and growing habits, so have a look at the individual product descriptions if you're deciding which variety will work best for your project.

HOW MUCH MOSS SHOULD I ORDER?

This depends on the size of your project and how densely you'd like to plant it.

Where a product is available in several sizes, you'll find a guide on the individual product page showing the relative quantities.

If you're unsure, send us a message with the approximate dimensions of your terrarium and we'll happily point you in the right direction.

DO YOU OFFER FREE UK DELIVERY?

Yes. UK delivery is free on our current range.

Orders are carefully packed and dispatched from Bristol using Royal Mail or another appropriate delivery service.

You'll see the available delivery options and estimated timings during checkout.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE?

Please contact us if your order hasn't arrived within the expected timeframe.

We'll check the available delivery information and help work out what's happened. If a parcel is confirmed lost in transit, we'll deal with it appropriately rather than leaving you to chase the carrier yourself.

WHAT IF SOMETHING ARRIVES DAMAGED OR THERE'S A PROBLEM WITH MY ORDER?

Please contact us as soon as possible, ideally with a photograph showing the problem.

Live moss is naturally variable, but if something has clearly gone wrong during delivery or we've made a mistake with your order, we'll work with you to put it right.

DO YOU DELIVER OUTSIDE THE UK?

Some products may be available for international delivery.

Because live plants and natural materials can be subject to import restrictions, availability depends on both the product and destination. The checkout will show the delivery options currently available for your location.

Customers ordering internationally should also be aware that local taxes, duties or import requirements may apply.

CAN I RETURN AN ORDER?

Returns depend on the type of product.

Because live moss and other perishable goods cannot generally be resold once dispatched, different rules may apply to these products. Non-perishable items may be eligible for return subject to our Returns Policy.

If you have a problem with an order, contact us first and we'll help.

WHAT HAPPENS IF I DON'T COLLECT MY PARCEL?

Please keep an eye on any delivery notifications and collect parcels promptly, particularly when your order contains live moss.

Live plants may deteriorate if they spend an extended period waiting at a sorting office or travelling back to us. If a live-moss parcel is returned because it wasn't collected, please contact us and we'll advise on the available options.

WHAT HAPPENS WHEN THE MOSS FAIRY IS TAKING A BREAK?

Occasionally our little workshop closes for a short break.

If we're accepting orders during one of these periods, we'll clearly display the expected dispatch date before you order so you know when your parcel will be on its way.

WHEN CAN I CONTACT YOU?

The Moss Fairy is a small independent business rather than a permanently staffed customer-service department.

Messages are normally answered Monday–Friday during working hours. We'll get back to you as soon as we can.

STILL HAVE A QUESTION?

Send us a message. Whether you're trying to choose the right moss, work out how much you need or wondering what will work in a particular terrarium, we're happy to help.