Frequently asked questions (FAQ's)

We have made a list of the most common questions. If none of the ones below answer your question, please do not hesitate to contact us.

Accounts

What is my account number?

Sign in to My Account to see your account number. It’s also in order confirmation emails. In correspondence, please use your account number.

How to change my password?

Please visit the password reset page and click ‘Send Confirmation’. You’ll get an email with a password-reset link.

I have moved. How do I change my address?

To change your details, log in and visit Account Overview. This won’t affect pending orders. If you have a pending order, visit our Contact page.

If I have a complaint, how do I raise it?

It is our aim to acknowledge complaints within 3 working days, and we will provide a likely timescale for resolving the dispute and keep you advised about progress. To raise any issues, please visit our feedback and complaints page. Please be as detailed as possible so we can respond fully.

Ordering online

Why must I register/open an account to order?

This is needed when giving personal information or making a payment online. You can track orders, change personal details, update contact preferences, add product reviews, and receive despatch notifications.

When are payments processed?

Orders are paid for immediately. Visa, Mastercard, Maestro, and Delta are accepted for online orders. We use Stripe to process payments. To avoid credit/debit card expiration before delivery and to reduce administrative costs, cards are debited when the order is processed. We’ll refund any item that becomes unavailable.

Can I modify my order?

Unprocessed orders cannot be modified. For security, we can’t see your card details because they’re encrypted. You can place additional orders on our website. Please return any items you ordered but don’t need. See Cancellations below for unshipped orders.

Who will deliver my order and when will I receive it?

Our standard delivery is 3-5 working days and we use DHL. You will be provided with a tracking number so you can manage your own delivery day and time (subject to DHL’s terms and conditions).

Living wall kits

Can I add another sized kit to this kit after I have installed it?

Yes. Due to the modular nature of this kit, you can start small and expand at any stage. The more planter sets you add, the bigger your impact on climate change and biodiversity will be.

How do I calculate what size of living wall kit to order?

Length x height of your vertical surface will determine the size and quantity of required.

Example: You have a fence that measures 5m x 2m = 10m2

For large project, our 2.3m2 kits are the most cost-effective kit to purchase.

What is provided in each kit box?

Each living wall kit has planters, battens, water plugs, and fixings. Depending on the surface, you will require simple tools. Our kits do not include plants or plant pots.

  • Starter kit: 4 planter sets, 2 battens, 2 water plugs and fixings
  • 1m2 kit: 14 planter sets, 6 battens, 4 water plugs and fixings
  • 2.3m2 kit: 32 planter sets, 16 battens, 16 water plugs and fixings

Best watering methods for the living wall?

You can water it by hand with a watering can or hose from each planter set on the top row, and the water will flow to the bottom. Or put in a micro drip kit for timed water doses.

Note: Planter set reservoirs should not always be filled with water. During the warmer months, once a week is enough, and during the cooler months, even longer. If the soil feels dry, give it a dose.

What size are the wooden battens?

The size of the wooden battens supplied in our Wonderwall kit is: 46cm (L) x 2.5cm x (H) 5cm (D). They are 2cm shorter than the planter.

What size is a single Wonderwall planter set (3-pockets)?

Planter dimension is 48cm(L) x 18.5cm(W) x 16cm(H). When one is stacked on top the planter dimension changes slightly to 48cm(L) x 18.5cm(W) x 13.5cm(H).

What are water plugs used for?

The black water plugs are for instances when you want to block off waterflow (bottom row of planters) if your Wonderwall is located over a paved area, indoors for example. If your Wonderwall is located over soil, you will not need to use the water plugs.

Living wall plant orders

Why is my plant delivery early/late?

Seasonal conditions can surprise professional growers. We try to stick as closely as possible to published despatch dates, but we send plants out as soon as they are in prime condition for despatch, which may not be as planned.

Will my plants arrive separately?

At different times, different varieties are shipped. If the plants respond as planned, the planned despatch times will be followed.

Will the shook-up plants survive?

We’re sorry the plants arrived shook up. If they rest and drink, they should soon recover; if not, please come back.

Plant delivery

Your plant order was sent by our nursery’s logistics specialist. Usually, an Artic lorry is used for transport. If your property is hard to get to, please let us know right away so we can send a different vehicle.

The plants will be brought in on Danish trolleys, like the ones you see in garden centres. These trolleys can’t be left at the site. Before the day of delivery, clear a spot on the ground to temporarily set down the plants. On the day your plants arrive, you will have to unload them.

This service takes 5-7 working days but can take longer. Your order should arrive soon. Please be patient.

How to replace damaged plants?

Contact us within 7 days if you receive a damaged plant. Please send a photo of the plant so our plant expert can review it.

Crop failure, high demand, and other factors sometimes make items unavailable. In this case, we’ll send a carefully chosen alternative or a full refund. Unwanted substitutes are refundable (including the cost of return).

My plants have arrived, what do I do next?

When your plants arrive, unpack them carefully and check the compost. If the compost is dry, water it carefully and let it drain.

Lightly warm the plants. If you keep them moist, they can stay like this for up to 3 days.

Drop them into a planter set pocket for planting directly into a watered Wonderwall system. To get that stunning display, water and feed your plants regularly.

Removing dead and damaged flower heads improves the plants’ appearance and prevents them from putting energy into seed production, resulting in more flowers.

We hope the plants bring you joy and enhance your garden. Contact us with any questions.

I am going on holiday, can I delay plant delivery?

Our plants and live products are grown with the utmost care and quality. They’ll be sent to you at the best stage for travelling and growing. The items must be shipped when ready, often several thousand per day, so we can’t hold them for a certain date.

Please provide an alternative delivery address if you won’t be home when your items are delivered (perhaps a friends or neighbour). Please let us know your request 3 weeks before the delivery date.

Can I have some items sent to a different address?

Each delivery address requires a separate order. Delivery is extra (if applicable).

Living wall plants

Which plants are best for an all year round green wall?

Hardy perennials are best for an evergreen living wall. Succulents, alpines, edibles, houseplants, seasonals, and others are suitable. But keep in mind, only choose plants that are right for their environment.

How do I plant a Wonderwall?

Please do not plant directly into a planter. If you were to do this, the filters will block the irrigation system which may result in plants drowning or dying of thirst. The great thing about using potted plants in our system is you can change a planting scheme by simply removing a pot and relocating to another location, or take them indoors to harvest. We recommend using 11-13cm diameter x 10cm(H) or 1L potted plants, a standard garden centre sized pot.

What size of potted plants or plant pots do I need?

Dimension for each plant pot is 11-13cm or 1 litre. Please ensure they have drainage holes in the bottom to take on water.

Want to culture your own plants? Garden Futures sell the perfect sized pot on their website. Size option: 1L (13cm) https://www.futuregarden.co.uk/round-pots 

How do I protect seasonal plants during winter?

To protect your plants that are susceptible to frost (less hardy), we recommend you cover your plants using a ‘garden fleece’. Using a garden fleece can help provide protection in a number of ways: Frost and winter protection, wind resistant and adverse weather conditions such as hail, rain, heavy winds etc, raises temperatures and humidity under the cover, and protection from birds and insects. To purchase a garden fleece, you could either search online or visit your local garden centre.