Help & FAQs

Fenn is an online marketplace where you can buy plants, bulbs, seeds, tools, outdoor living products, clothing and books directly from specialist British nurseries. We curate the growers, handle the checkout, and arrange delivery to your door. Every plant on Fenn comes from a named nursery — people who have spent years, often decades, growing the things they sell.

Every plant on Fenn is grown by an independent specialist nursery. We work only with growers who know their plants properly — people who can tell you why a particular cultivar matters and how to get the best from it. When you order, your plants are packed and dispatched by the nursery that grew them.

Fenn is operated by Herboo Limited, a company registered in England and Wales. If you have any questions, email hello@fenngardens.com.

If you need to cancel or amend your order, email hello@fenngardens.com as soon as possible. We can make changes before an order is dispatched but cannot amend or cancel once it is on its way. See our Returns and Cancellations page for full details.

If your order has not yet been dispatched, email hello@fenngardens.com immediately and we will do our best to help. Once an order has been packed or dispatched by the nursery, we are unable to change the delivery address — please double-check your details carefully at checkout.

Yes. At checkout you can add a gift message and we will ensure it is included with your order. If you would like us to send directly to a recipient, simply enter their address as the delivery address.

Plants are living things and no two are identical. Depending on the time of year, your plant may not be in full growth or bloom — this is completely normal and not a cause for concern. Our nurseries work hard to ensure descriptions and images are as accurate as possible. If you have a genuine concern about what arrived, email hello@fenngardens.com with a photograph and we will help.

Some products — particularly handmade pots, ceramics, and tools — have natural variation. We consider this part of what makes them worth having. If you think something is genuinely not as described, get in touch at hello@fenngardens.com and we will sort it.

Fenn delivers across the UK mainland. Availability for the Scottish Highlands, Scottish Islands, Northern Ireland, and Republic of Ireland varies by nursery and is confirmed at checkout before you commit.

Most orders are dispatched within 2–3 working days and arrive within 2–5 working days of dispatch. Larger plants and specimens may take a little longer. Specific timescales are shown on each product page.

You will receive a dispatch notification with tracking information from each nursery when your order is on its way. If you have an account, you can also check your order status there.

Orders are fulfilled directly by individual nurseries, which means different items may arrive separately and at different times. You will receive individual dispatch notifications for each nursery. If something is still missing after 5 working days from its dispatch notification, email hello@fenngardens.com and we will track it down.

Your courier will leave a card with instructions to rearrange delivery or collect from a local depot. For large or specialist deliveries, the courier will contact you in advance to arrange a convenient time. If you know you will not be available, email hello@fenngardens.com and we can note your delivery instructions.

Email hello@fenngardens.com within 24 hours of delivery with your order number and photographs of the plant, inner packaging, and outer packaging. We will arrange a replacement or refund as quickly as possible. Please keep all packaging until we confirm how to proceed.

Contact us at hello@fenngardens.com within 3 days of delivery and we will arrange a return. You are responsible for the return postage. We cannot accept plants that have been repotted from their original container or that have dried out. After 3 days we are unable to accept a return on plants.

Tools, books, outdoor living, and clothing can be returned within 14 days of delivery in their original unused condition. Contact hello@fenngardens.com to arrange. Return postage is at your cost unless the item is faulty.

Once a return has been received and checked, we will process your refund within 5 working days. Please allow a further 3–10 working days for the amount to appear in your account depending on your bank or card provider.

We are unable to accept returns on live plants after 3 days, plants that have been repotted or dried out, made-to-order or bespoke items, or products that have been unsealed where hygiene applies.

Open the packaging immediately so your plant can breathe and get some light. If you can, give it a drink of water. Your nursery will have watered it before dispatch but it will appreciate a little refreshment after the journey.

Check the drainage holes at the bottom of the pot. If roots are escaping, aim to move it to a roomier pot within a month. If not, leave it be — most plants are happiest when they are not disturbed immediately after arriving.

If the compost is dry and the plant looks droopy, it needs water. If leaves are turning yellow and stems feel soft, you may be overwatering — leave it to dry out before the next drink. Most outdoor plants benefit from a thorough soaking rather than a little water frequently.

Not immediately. Plants often take time to settle after being moved. If you are watering regularly and the plant is not going brown, crispy, or floppy, it is most likely taking its time. To check if it is alive, lightly scratch the surface of a stem — green underneath means all is well.