My order arrived damaged

We’re sorry to hear that your order arrived damaged. We want to make this right as quickly and smoothly as possible.

Why did my order arrived damaged?

We take great care to pack all orders securely, especially as many of our items — such as plants and delicate goods — need gentle handling.

However, once your parcel leaves our packhouse, it passes through several stages: courier hubs, depots, and local delivery routes. Occasionally, despite our best efforts, parcels can be mishandled during transit, which may result in damage.

If your order has arrived damaged, we're truly sorry — and we’d love the opportunity to make it right.

What to do if your order is damaged

1. Take photos
Please take clear photos of the damaged items and the packaging as soon as possible. These will help us assess the situation and process your claim faster.

2. Contact Customer Service

Reach out to our YouGarden Customer Service team as soon as possible. You can Send us a Message or Email us at cs@yougarden.com 

3. Provide details

When you contact us, please include:

• Your order number
• Photos of the damage
• A brief description of the issue

We will not be able to assess your claim until we have this information.

What happens next?

Once we receive your report and photos, our team will review the information and work with you to find the best solution, which may include:

• Sending replacement plants or products
• Offering a refund
• Providing credit (depending on the situation and length of time passed)

Important notes

• Please do not dispose of any damaged items until advised by our Customer Service team.
• Damage caused after delivery (e.g., by pets or weather) may not be covered.

We’re here to help

Your satisfaction is important to us. If you have any questions or need assistance, don’t hesitate to get in touch — we’re committed to making sure you love your YouGarden experience.