Almost impossible to contact them, as they offer neither email or phone details. You have to wade through Frequently Asked Questions on their website and finally reach an online chat where you wait a long time (30 mins in my case) before trying to explain in typing and send photos, only to get a message to say I had been unresponsive for a while and been cut off ... That was me struggling to get to grips with it all, not being unresponsive! Tried again, but no satisfaction because I a) immediately on their arrival sent an email and photo of one dead plant, and another nearly dead, to a wrong email address and then b) sent another email to yet another address which couldn't help me, so I was well outside the time for letting them know that a dead and a nearly dead plant had arrived! Not that it would have helped, as I should have evidently sent them back at my own expense for a replacement, I was told. Won't bother to post below the photo of a pot of earth with a few dead strands in it... Meanwhile had used Gardening Express again (part order has arrived and looks quite good) but after wading through Cassie's 'chat' messages today I will never, ever be tempted to use them again. What is wrong with giving Cassie, or someone more understanding, a phone with which to make pleasant, human contact. Plants are living things (or in one case dead!!) so why not encourage speaking in person to a living human being?! It was a small matter initially (just part of a special offer order and of no great monetary value) but has now led to this review due to their customer service.