Many kit issues have a simple environmental cause. Before contacting support, run through these quick checks. You may be able to fix the problem yourself in minutes.

Is the temperature right? Most kits grow between 14 and 21 degrees. If your kit is near a radiator, on a windowsill, or in a room that gets very warm during the day and cold at night, the temperature swings could be the cause. Move it to a more stable spot. Our placement guide covers the best rooms in a UK home.

Are you misting enough (or too much)? Twice a day with a fine spray is the standard for most varieties. If the surface looks dry and cracked, increase misting. If water is pooling or the surface looks waterlogged, ease off and dab away standing water with a paper towel. Our misting guide has variety-specific instructions.

Is there enough airflow? If your mushrooms have long, thin stems with tiny caps, the kit probably needs more fresh air. Move it out of any enclosed space and make sure the room gets natural ventilation.

How many days since setup? Some varieties take longer than you might expect. Chestnut and White kits need 16 to 24 days for a first harvest. If you are on day 10 and nothing has happened yet, it may simply be too early. Check the grow kit timeline for what is normal at each stage.

If you have checked all of the above and the problem persists, it is time to message support.

When you contact our support team, including the following details in your first message means we can usually diagnose the issue and suggest a fix straight away, without needing to ask follow-up questions.

1. Which variety of kit do you have? Different varieties have different care requirements, so knowing whether you have a Shiitake, Pink Oyster, Lion's Mane, Chestnut, or another type is essential. If you are not sure, check the label on the box or the order confirmation email.

2. How many days since you started the growing process? This tells us where you should be in the timeline. A kit with no growth on day 4 is normal for most varieties. No growth on day 14 is a different story.

3. What temperature is the room? An approximate range is fine. If you have a room thermometer, the reading is helpful. If not, let us know which room the kit is in (kitchen, bedroom, utility room, bathroom) and whether the heating is on in that room.

4. How often are you misting and how much? Twice a day with a fine spray is the standard, but let us know your actual routine. If you have been away for a few days or have been spraying more heavily than usual, that helps us narrow down the cause.

5. Your order number. This lets us pull up your order details quickly, including which kit you bought, when it was dispatched, and how long it may have been in transit.

6. Clear photos. This is the most important part. A good photo often tells us everything we need to know. The next section explains exactly how to take useful photos.

A blurry, zoomed-in photo of one corner of the kit does not give us enough to work with. Here is what makes a useful support photo.

Photo 1: The whole kit from above (top-down). Place the kit on a flat surface and take a photo from directly above, showing the entire surface. For Chestnut and White kits, this shows us the topsoil condition. For oyster kits, it shows us all three holes and the overall state of the surface. Make sure the photo is in focus and well-lit (natural daylight is best, no flash).

Photo 2: A close-up of the problem area. If there is a specific area that concerns you (a discoloured patch, a dry spot, mushrooms that look wrong, or a hole that is not producing), take a close-up of that area. Get close enough to show detail but not so close that we cannot see the surrounding context.

For oyster kits specifically: Peel open the black plastic "X" on each hole so we can see the compost underneath. The state of the compost through the holes tells us a lot about moisture levels and whether the mycelium is healthy.

Photo 3 (optional but very helpful): The growing environment. A wider shot showing where the kit sits in the room. This helps us spot obvious problems like direct sunlight, proximity to a radiator, or the kit being in an enclosed space. You do not need to tidy up, we just need to see the kit in its surroundings.

Before sending your message, check you have:

A top-down photo of the whole kit surface. A close-up of any problem area. For oyster kits, the "X" flaps peeled open to show the compost. Good natural light, no flash, and the photo in focus. Optionally, a wider shot showing where the kit is in the room.

Too zoomed in. A macro shot of one mushroom does not show us the overall kit condition, the moisture level, or the environment. Always include at least one full-kit photo alongside any close-ups.

Too dark or using flash. Flash washes out colours and makes it impossible to judge moisture or identify contamination. Natural daylight near a window gives the clearest, most accurate photo. If it is evening, a well-lit room with overhead lighting is fine.

Blurry. A blurry photo cannot show us the detail we need. Hold the phone steady, tap to focus on the kit surface, and wait a moment before taking the shot. Most phone cameras perform better when you give them a second to lock focus.

Oyster kit holes covered. If the black plastic "X" is folded over the compost, we cannot see what is happening inside the holes. Peel the flaps open before photographing so the compost surface is visible.

Photos do most of the work, but a short written description helps with things a camera cannot capture, particularly smell and texture.

Smell. A healthy kit smells earthy, like fresh soil or mushrooms. If you notice anything different, describe it as simply as you can. "Sour," "vinegary," "sweet," "chemical," or "no smell at all" are all useful descriptions. Do not worry about using technical language. Just tell us what it reminds you of.

Surface texture. Is the surface moist, dry, cracked, slimy, or waterlogged? Can you see white or grey growth (that is usually healthy mycelium)? Are there any green, black, or blue patches (that could be contamination)? A couple of sentences describing what you see and feel is plenty.

Mushroom condition. If mushrooms have started growing but look wrong, describe what you see. "Small and spindly," "drying out at the edges," "stopped growing after day 3," or "only one hole is producing" are all helpful. Our team has seen every variation, so plain language is all we need.

Adjust and wait if: Your kit is within the expected timeline for your variety and conditions look roughly right. A day or two of slow progress is normal, especially in cooler homes or during temperature changes. Check the grow kit timeline to see where you should be. If you spot an obvious environmental issue (too warm, too dry, no airflow), fix it and give the kit 48 hours to respond before contacting support.

Message support if: You are well past the expected timeline with no visible growth. You see green, black, or blue patches that could indicate contamination. There is a strong, unpleasant smell that is not earthy or mushroomy. The kit arrived damaged or was left in the postal box for an extended period. Mushrooms have started but stopped growing and environmental adjustments have not helped after 48 hours.

Message support immediately if: The packaging was damaged on arrival. You suspect contamination (green, black, or blue growth with an unusual smell). The kit was delivered to the wrong address or is missing.

The fastest way to get help is through our product support form. The form asks for your name, email, order number, kit variety, growing start date, room temperature, and up to three photos. Filling in all the fields in one go means we can usually respond with a diagnosis and fix in a single reply.

You can also email us directly at merryhillmushrooms@live.com. If you email, include the same details listed above (variety, day count, temperature, misting routine, order number) and attach your photos to the email.

We respond to all support messages. If you have not heard back within 48 hours, check your spam folder and then resend your message.

What photos should I send to support?

At minimum, a top-down photo of the whole kit surface and a close-up of the problem area. For oyster kits, peel open the black plastic flaps so we can see the compost. A wider shot of the growing environment is helpful but not essential. Use natural daylight, no flash, and make sure the photo is in focus.

My kit has not grown after 7 days. Should I contact support?

It depends on the variety. Shiitake and Pink Oyster should show clear progress by day 7. Chestnut and White kits are still in the colonisation phase at day 7, so no visible mushrooms yet is completely normal. Check the grow kit timeline for your variety. If you are past the expected window with no growth, contact us with photos.

Is the white growth on my kit normal?

Yes. White or grey fuzzy growth is healthy mycelium, the root system of the mushroom. This is a good sign and means your kit is active. Green, black, or blue patches are the ones to watch out for, as these can indicate contamination. See our guide to overgrown mycelium for more detail.

My kit smells strange. Is that a problem?

A healthy kit smells earthy, like fresh soil or mushrooms. A sour, vinegary, sweet, or chemical smell can indicate bacterial contamination. If the smell is strong and does not match "earthy mushroom," take a photo, describe the smell as simply as you can, and contact support before continuing to grow.

How quickly does the support team reply?

We aim to respond as quickly as possible. If you include all the details and photos in your first message, we can usually diagnose the issue and suggest a fix in a single reply. If you have not heard back within 48 hours, check your spam folder and then resend your message.

Only one or two holes on my oyster kit are growing. Is the kit faulty?

No. Oyster mushrooms can grow from the holes at different times. One or two holes starting before the third is completely normal. Keep spraying all holes equally. Growth from fewer holes does not affect total yield, as the mushrooms that do grow will simply be larger. See our oyster growing issues guide for more advice.

Should I stop misting while I wait for a support reply?

Continue your normal misting routine unless you suspect overwatering (standing water, waterlogged surface). Stopping misting entirely while waiting for a reply risks drying out the kit further. If you are unsure, mist once a day instead of twice as a cautious middle ground.