Customer Service

Our customers are at the center of our business, which is creating special gifts for special people... 
Every working day the Plantabox team arrives at work and tries to do our very best for our team members and the customers we serve. We have learnt from you, that we are producing very personal gifts for very special occasions and we really love your feedback and stories. We can see and feel by the emotions and sentiments that are expressed on the crates that the gifts are really special. 
Sometimes, hard as we might try we make mistakes or don’t leave you delighted by the experience. Please be kind enough to let us know so that we can put it right. We really do care that your gift is perfect and we know that we're improving with your feedback and support. Please share your stories, photographs and reactions because it helps us strive to do a better job and means we can all go home feeling good about what we do. We love knowing that your gift has made a real difference. We would encourage you to share any comments or ask any questions by contacting us, you can fill in our contact form here, or call us on 01342 60371 or email us at, or by writing to us at Plantabox HQ: 
Plantabox Limited 
Unit 5 Highgate Works 
Tomtits Lane 
Forest Row 
East Sussex 
RH18 5AT 
Changing your Purchase 
Once an order has been submitted and accepted, unfortunately you do not have the right to cancel if the product is bespoke and personalised. Please contact us straight away, preferably by phone, should you have any queries, changes or concerns about your order. We'll obviously do everything we can to help you. If you need to cancel your order please see "Returns Policy" below for further information about cancelling orders. 
Colour Variations 
Sometimes there are variations on the colour of the wood. This can be caused by ambient temperature on application and variations of the colour of the stains used on our crates. Your crate may not match exactly the colour you see on your screen because of your screen resolution settings. We do everything we can to reduce these variances but sometimes it's outside of our control. 
Delivery and Fast Track 
We're working really hard with our courier partners to improve all the time, and would welcome any comments you have regarding the delivery process. We'll acknowledge your order immediately by email and start processing it straight away. If you need the order to be dispatched on the same day, please use the fast track service, which means if your crate is ordered before 12 noon it will be put into production immediately and dispatched by the end of the day. In the unlikely event that we accept an order that we cannot deliver within this guideline, we'll let you know and arrange an immediate refund if required. 
Tax Charges 
For orders made from the UK or the European Union, 20% VAT is included. 
Credit Card Security 
All our website payments are handled by SagePay, which accept all major credit / debit cards. As a payment service provider (PSP), thousands of businesses outsource their transaction security to them and they are industry leaders. It's their top priority to ensure that customers' transaction data is kept secure at all times, which is why they comply with the Payment Card Industry Data Security Standard (PCI DSS). If you're not sure the order has been confirmed, please email us at or phone on 01342 643071
Privacy – our promise to you. 
Please be assured that as a customer of Plantabox Limited you are a really special person and any information you share with us is totally confidential. We do not share your personal information with any other party. We are proud of our reputation, the support and feedback from of our customers. We have really worked hard to establish a robust system to protect your interests and give you truly extraordinary service. Your privacy is important to us and critical to the integrity of our relationship. 
Plantabox do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfillment. In this case, the third party will not disclose any of the details to any other third party. Cookies are used on this shopping site to keep track of the contents of your shopping cart. They are also used after you have logged in as part of the buying process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to: 
a. Take and fulfill customer orders 
b. Administer and enhance the site and service 
c. Only disclose information to third parties for goods delivery purposes 
Returns Policy 
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at  
IMPORTANT: Under the above regulations, personalised goods are an exception to the normal regulations regarding cancelling orders. Should you decide you wish to cancel an order you must notify us within 24 hours of placing the order, ideally by telephone on 01342 643071 or by by email,, you must ensure your response is received within 24 hours. If the products have not been made then we will arrange to cancel the order BUT if they have, then you will not be entitled to a refund. Your rights are unaffected if the product received is faulty and not fit for purpose or repairable. 
Dispute Resolution 
If you feel that you need help with a dispute between yourself and an online retailer you can use this service provided by the EU: 
A quote from one of our customers about our customer service: 
"I am pleased to say the replacement crate was delivered this morning as promised. My sister in law is absolutely delighted with the new crate together with the extra gifts which you enclosed. That was very kind and thoughtful of you and I am very grateful for your personal intervention. I have to say I am now extremely impressed with Plantabox. Your initial response to my complaint was immediate and without any quibbles or excuses. You then addressed the solution and expedited a replacement crate together with some extra gifts. In my opinion, this is the type of service one would expect from a world class company and I now put Plantabox in that category! Many thanks once again a now very happy and most satisfied Customer."