Q: How will the combined order with in-stock and pre-ordered items be shipped?

A: We won’t split your order in this case. So if your order contains some pre-order items, the whole order will be shipped together as soon as pre-ordered items become available!


Q: Why do you recommend to buy your products on Etsy for UK/EU buyers?

A: For the UK and EU, we cannot collect sales tax or VAT when you make a purchase on this website. It's very likely that when package arrives in your country, you'll have to pay sales tax and clearance fee. Depending on your country fees may vary. 

When you shop on Etsy, tax is collected on its side electronically. But some European buyers have a problem of sales tax being charged twice (during purchase on Etsy + when package arrives). It happens, since the system responsible for transmitting this data between countries still doesn't work properly in some countries.

To avoid double taxation feel free to do shopping on this website instead. In this case, these charges are typically due once the package arrives in the destination country.

Our Etsy shop: Garden Souls


Q: Will I Have to Pay for Tax or Customs on My Order?

A: When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. We are not responsible for the collection or determination of these fees, so we recommend that you check this information individually.

Depending on the country, the buyer may be required to pay these charges at the time of delivery (e.g. UK, European Union countries, China, South Korea, Switzerland, Japan, India, Taiwan and others). 

For buyers from the US, sales tax is charged at checkout. So the total sum of your order already includes it. 


Q: What if I have a problem with my order?

A: Please contact us:
— if some items are missing in your order: we'll send a replacement
— if you are unsatisfied with the quality of the product: we accept returns and replacements in some cases, if we agree with your assessment.


Q: I want to cancel my order and get a refund.

A: We can only cancel your order and send you a refund if it has not yet been shipped. Please contact us with the reason for cancellation.


Q: My order hasn't arrived, what can we do?


We resend missing orders in case:
— your order was returned to us for some reason
— your order has not arrived in 3 months from the date of shipment and there is no trace of it on the parcel tracking sites

We refund missing orders in case:
— your order hasn't show up in 3 months from shipment date & its tracking number can't be tracked & we can't send a replacement because items from your order are out of stock and won't be restocked soon

We don't resend or refund orders in case:
— the tracking number of your order shows that it was delivered to the addressee
— you filled the wrong address or your address changed while your order was in transit (please contact your local post office about this)