Returns & Refunds

Returns & Refunds

We hope you’re happy with your order. Because The Moss Fairy sells both living moss and non-perishable terrarium supplies, the returns policy differs depending on what you’ve ordered.

LIVE MOSS & OTHER PERISHABLE ITEMS 🌿

Live moss is a fresh, perishable natural product and cannot normally be returned simply because you change your mind.

If your moss arrives damaged or there is a problem with your order, please contact us as soon as possible after delivery with your order number and photographs showing the issue. We’ll assess the problem and, where appropriate, arrange a replacement or refund.

Please remember that moss is a natural product. Colour, shape, texture and size will vary from the photographs, and some temporary flattening or dryness after travelling through the postal system is normal.

TERRARIUM TOOLS, ACCESSORIES & OTHER NON-PERISHABLE ITEMS

Non-perishable items may be returned within 14 days of delivery, provided they are unused and returned in their original condition.

Please contact us before sending anything back so that we can provide return instructions.

Unless an item is faulty, damaged or incorrect, the customer is responsible for the cost of returning it. We recommend obtaining proof of postage.

Once the returned item has been received and checked, the refund will be issued to your original payment method. Original delivery charges are not refundable except where required by law.

DAMAGED OR INCORRECT ORDERS

If anything arrives damaged, faulty or different from what you ordered, please contact us with your order number and photographs of the item and packaging. We’ll put it right.

CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible. If it has not yet been prepared or dispatched, we’ll do our best to cancel it.

CONTACT

For any return, refund or order problem, please use the contact details on our website and include your order number.

Orders being hand-packed for The Moss Fairy on a rustic wooden workshop table

Packed by hand in Bristol

The Moss Fairy is a small independent business, and every order is carefully selected, prepared and packed by hand. From fresh living moss to miniature tools and finishing touches, everything is chosen to help you create your own little green world.