Frequently asked questions

• You may return items within 30 days of delivery for a refund or exchange.

• Items must be unused, clean, dry and in their original condition and packaging.

• We cannot accept returns of items that have been planted in, altered, or show signs of use, or damage after delivery, or any modifications.

• Custom-made or bespoke items are non-returnable unless faulty.

How to make a return

1. Contact our Customer Service team within 30 days of delivery with your order number, name and reason for return. We will provide an authorisation and return instructions.

2. Pack the item securely in its original packaging where possible. Use protective packing to avoid damage in transit.

3. Send the parcel using a tracked and insured service. You must retain proof of postage and tracking details until the return is complete.

Return shipping costs

• If the return is due to a fault, damage in transit, or an error on our part, we will cover the return shipping costs and arrange a collection where feasible.

• For change-of-mind returns, the customer is responsible for return postage and insurance. We recommend using a tracked service as we cannot accept liability for items lost in return transit.

• For international returns, the customer is responsible for all return shipping charges, customs duties and any taxes.

Refunds

• Once we receive and inspect the return, we will notify you and process the refund within 14 days.

• Refunds will be issued to the original payment method. It may take additional time for your bank or card issuer to post the refund.

• Shipping charges for the original delivery are non-refundable except where the item is faulty or we have made an error.

Exchanges

• Exchanges are processed as a return followed by a new order. If you would like an exchange, please tell us when you request the return so we can reserve replacement stock where possible.

• If the replacement item is of a different price, we will either refund the difference or request payment for the shortfall.

Faulty or damaged items

• Please inspect your parcel on delivery and contact us immediately if there is visible damage to the packaging or product.

• If an item arrives faulty or damaged, contact us within 14 days of delivery with photographs of the damaged item, packaging and the delivery label. We will arrange a replacement, repair or full refund, and cover return shipping where necessary.

Incorrect items

• If you receive the wrong item, please contact us within 14 days of delivery. We will arrange collection or provide a prepaid return label and send the correct item as soon as possible.

Cancelled orders

• If you need to cancel an order, contact us as soon as possible. If the order has not yet dispatched we will cancel and refund in full. If the order has already been shipped, please follow the returns process above.

International returns

• International customers must follow the same returns process. Please note that import duties, taxes and handling charges are not refundable by Vaso Toscano. When returning goods from outside the UK, do not mark the parcel as a “gift” or under-declare value — this may cause customs delay or fines and could invalidate your refund.

Liability and care

• Our pots are frost proof when used and cared for correctly, but damage from improper use, frozen soil expansion, or other neglect is not considered a manufacturing fault.

• We provide planting and care guidance; please follow these instructions to maintain frostproof performance.

Contact us

• For returns authorisation and assistance, contact our Customer Service team with your order number and details of the return.

• Vaso Toscano reserves the right to refuse a return if items do not meet the conditions above. This policy is in addition to your statutory rights.