Delivery & Returns

DELIVERY

Soto delivers across the UK mainland within 3-7 business days unless specifically stated within the Key Information box.

Soto Guests including the Big Green Egg, Garden Trading and FLOWERBX are delivered by them in accordance with their terms and conditions.

Cost

Delivery of Soto products is free for all orders over £50. For orders under £50 we charge £6. FLOWERBX products cost £5 to be delivered.

Where we deliver

Soto plants, pot kits, pots and accessories are delivered throughout the UK Mainland in 3-7 working days. We can't deliver outside standard DPD Mainland addresses. If you live outside of these areas but would like to purchase something from Soto, please get in touch to discuss. Soto delivers Christmas trees to London. FLOWERBX deliver UK nationwide.

It is important to remember that plants are living things, so please open the packages as soon as you receive them.

• Our plants receive a thorough water before being packed, enough for their intended journey time, so it is important you follow the Soto care guidelines.
• Please contact Soto if you need to update your delivery instructions.
• If you are not personally receiving the delivery, please ensure the person who is will be happy to accept perishable items and will check the delivery.
• If you are ordering more than one item, please be aware that items may not be delivered together, or they may be grouped together for a single delivery. You will only be changed one delivery fee (if relevant).

Soto Guest Delivery

Soto Guests fulfil the products ordered via the Soto Gardens website. The value of these products is excluded from the total order value when free delivery is being calculated.

If you are unsure of any details regarding delivery and wish to ask our advice, please email hello@sotogardens.com and a member of the Soto team will be happy to help.

Please see below further details.

FLOWERBX

• Delivery is charged at checkout for delivery of any FLOWERBX product.
• Monday and Tuesday deliveries are available for London only. You will need to place your order by Thursday 18:00 GMT to receive your flowers the following Monday and Sunday by 00:00 GMT to receive your order the following Tuesday. 
• Please ensure that all details are entered correctly at checkout, detailing the recipient’s full name, delivery address and postcode, along with their telephone number, noting any special delivery instructions that may assist our couriers with safe and easy delivery of your item/s.
• Please also include your own telephone number and email address in the order notes so that we may notify you in the event of any difficulty found in the delivery of your purchase. Any incorrect or misspelt details may result in delays or problems delivering item/s. Please ensure that all details are accurate.
• Where special delivery conditions may apply in establishments such as hotels, hospitals and offices, a signature will be accepted as proof of delivery. Many hospitals do not accept flowers, so we suggest customers contact the hospital in question prior to placing an order.

RETURNS

We are sorry something’s not right with your order. We take every effort to ensure all our products are delivered in perfect condition.

Plants are living things and there is natural variation in size and shape. We have worked hard to provide images which reflect our products. Our images were taken in April, at the start of growing season and we’ve been adding to them to give an overview of the whole year. 

If you are not happy with your order, please follow the steps below: 

For plants, please contact us within 24 hours of delivery and for other items within 14 days at hello@sotogardens.com. In either case, please send us photos of the problem and we will resolve it.  If you are still not happy, follow the steps below. 

For faulty items:

We hope the above will resolve the issue but, if not, we will arrange collection of the product. Please let us know of any problems with perishable items (such as plants) within 24 hours.

Returning a product to Soto

Please note that you, the customer, are responsible for the safe return of the product. This means that you are liable for any mishandling of the product and damage caused between when you took delivery of the product and when we receive it back. We ask that you consider the means of transit back to us carefully to ensure your return arrives in the condition it was received in.  

• Contact hello@sotogardens.com with your order reference number (within the above period) to let us know you will be returning your purchase. Please send us photos of the problem and we hope to resolve it. 
• We will respond by sending you a returns form and the Soto delivery team will be in touch to arrange collection. £6 will be taken from your refund amount to cover the cost of postage.                                           
• Package your order securely.
• Your order will be refunded once the returned product is received

Please note, we can’t accept dried out or re-potted plants. Please continue to follow the plant care guidelines on our Masterclass.