What Should I Do If My Order Arrives Damaged?

We take care when preparing and packing every order, but we know parcels have a journey to make before they reach you. Occasionally, something can happen along the way.

If an item in your order arrives damaged or appears to be faulty, our Customer Support team is here to help.

Let us know within 7 days

Please contact us within 7 days of receiving your order so we can look into what has happened.

When getting in touch, please provide:

• Your order number
• A brief description of the issue
• Clear photos showing the damaged item or seeds
• Photos of the packaging your order arrived in, particularly if it also shows signs of damage
• A photo of the shipping label where possible

Providing as much information as possible when you first contact us helps our team review your claim and find the best way forward.

How to contact Customer Support

The easiest way to get in touch with our Customer Support team is through your Seedsman account.

Simply log in to the Seedsman website, head to My Account and select Create a Ticket. From there, you can tell us what happened and provide the photos and information our team needs to review your claim.

Please keep the damaged items and packaging

Please hold onto the affected products and their original packaging while we review your claim. We may need additional photos or information before we can confirm the next steps.

There’s no need to return anything unless our Customer Support team specifically asks you to.

What happens next?

Once we have the information we need, our team will review your claim and let you know what options are available.

If seeds have been damaged while your parcel was in transit, replacements can only be provided where Delivery Insurance was included with your order.

Delivery Insurance availability varies by destination, so we recommend checking whether this option is available in your country when placing your order.

If you’re unsure whether your order was insured or whether the damage is covered, create a ticket through your Seedsman account and our team will be happy to check this for you.

Our aim is to make the process as straightforward as possible, so if something isn’t right when your order arrives, let us know and we’ll help you from there.