FAQ - Frequently asked questions
All your questions answered right here. And if not, please don't hesitate to CONTACT US

We ship within most of the most of the EU and to Switzerland. For more details, visit our Shipping & Delivery section.

Processing Time: Orders require up to 7 business days (Mon-Fri) to be picked, packed, and prepared for shipping. This timeframe may vary during peak periods such as product launches, holidays, and special promotions. Shipping Time: The estimated delivery time depends on your location and starts after the processing period. You can check it by visiting our Shipping & Delivery Section You will receive a tracking number as soon as your order has been shipped. Please note that we do not ship when temperatures are below 0°C or above 30°C to ensure the safety of your plants. In these cases the shipping of your order will be delayed.

Shipping costs are calculated based on your location. Free shipping is available for orders over a certain amount, which varies by country. We combine shipping costs, so the fee remains the same regardless of how many plants you order. For more details, check our Shipping & Delivery section.

We do not ship when temperatures drop below 0°C or rise above 30°C to protect the health of your plants during transit. If your order is delayed, this is likely the reason. If you believe the weather isn’t a factor, please reach out to us, and we’ll assist you as soon as possible.

We ship from Germany and the Netherlands. Depending on your order, your shipment may arrive in multiple packages from both locations.

Yes, once your order is shipped, you’ll receive a tracking number via email. Use this to monitor your delivery status. You can also use our Tracking Page.

We use different couriers based on your location and the plants you order. Orders from Germany are shipped with DHL or UPS, while orders from the Netherlands are fulfilled by DPD and handed over to local partners.

Currently, we do not ship to the UK or the US. We have no plans to restart shipping to the UK or the US due to long transit times and customs delays.

If your plant is delayed in transit due to unforeseen circumstances like weather or courier issues, we monitor the situation and will keep you informed. In case of significant delays, we will work with you to ensure your plant arrives in healthy condition.

We carefully pack our plants with eco-friendly and/ or recyclable, reusable materials to ensure they arrive in perfect condition. Our packaging is designed to protect the plants from damage during transit while minimizing waste.

If your plant arrives damaged, contact us within 24 hours with photos of the damage. We’ll assess the situation and arrange a replacement or refund if necessary.

Creating an account is optional but recommended for faster checkout and participation in our Loyalty Program, where you can earn points and rewards.

No, items in your cart are not reserved. If someone else purchases the item before you, it may disappear from your cart. We’ll send a reminder if you have an abandoned cart.

Unfortunately, we cannot combine orders due to logistical reasons.

Make sure to check your spam folder if your coupon doesn't arrive! You have to double opt-in to receive the newsletter. After you submit the form, you will have to confirm your email address through the message we send you. Please note that we are only able to send you newsletter, promotional coupons and back-in-stock notifications if you are subscribed to our mailing list.

This depends on the order’s status. Contact us as soon as possible to see if changes can be made before the order is shipped.

If you receive an incorrect plant, please contact us and we will resolve the issue promptly.

We offer a 28-day guarantee on our plants. If your plant shows signs of distress within this period, contact us, and we’ll work to find a solution. Please note that the plant cannot be re-potted within this period for the guarantee to be valid.

We accept returns within 28 days as long as the plant is in its original condition. If you change your mind, contact us to arrange the return. Note that repotting the plant within this period will void the guarantee. Please refer to our Returns & Refund Policy for more details.

Once we receive the returned item, refunds typically take 3-5 business days to process. The payment will be returned to your original method of payment. The exact timing depends on your payment provider.

If you need to make changes to your order or shipping address, contact us as soon as possible. We’ll do our best to update your details before the order is processed. We cannot guarantee that any changes can be made if the order is already being processed.

We value your feedback! After your order is fulfilled, you’ll receive an invitation to leave a review on Trustpilot. Your honest reviews help us improve and serve you better.

You can receive promotional coupons through our newsletter, loyalty program, referral program, or the Promotions page. To use a coupon, enter the code at checkout. Only one coupon per purchase is allowed. Coupons apply only to plants unless stated otherwise, and cannot be used on sale items, B-ware plants, cuttings, or non-plant products.

Sign up here for our mailing list to receive a 10% discount on your order. Complete the double opt-in process by confirming your email after signing up.

No, only one code can be used per purchase. Multiple codes cannot be combined.

No, discounted and sale items are excluded from further price drops and promotions.

Unless specified otherwise, promotions typically start on Mondays at 00:00 A.M. and end the following Sunday at 23:59 P.M. CET.

Ensure your coupon is still valid. Remember, coupons are only applicable to plants unless stated otherwise and cannot be used on sale items or non-plant products. Contact us if you need further assistance.

Ensure you’ve completed the double opt-in process by confirming your email. Check your spam folder if you don’t see the coupon.

Of course. You can contact us at hello@folliage-factory.com, let us know your order number and voucher code, we will adjust your order accordingly.

Sign up for our mailing list to receive notifications when new stock is available. For all out-of-stock plants, you can also use the 'Notify me when back in stock' button on the plant’s page.

Yes! Use the 'Notify me when back in stock' button on the plant’s page and confirm your email to receive updates. Ensure you are subscribed to our mailing list, as this is necessary to receive notifications.

We can try to source a specific plant for you. Please contact us with your request, and we'll let you know if we can assist.

No, we do not sell plants wholesale. We cater exclusively to end-users.

Yes, we offer a selection of rare and unusual plants. However, availability may be limited, so sign up for our newsletter to stay informed about restocks of rare species. These plants often disappear from the shop within a few hours.

We restock plants regularly, but availability depends on the growers we work with, growing season and demand. For updates on new stock, sign up for our mailing list and use the 'Notify me when back in stock' option on specific plant pages.

We do not categorize houseplants by room in our shop. Categorizing plants this way oversimplifies their specific care needs, as factors like light, humidity, and temperature can vary not only from room to room but also from house to house. Elements such as window size, orientation, and even climate play a huge role in determining the best plants for your space. For more insight into why we don’t use this approach and why you should not buy them based just on a room name, please read our detailed blog article. You can find the specific care requirements for each plant variety outlined on every product page.

Plant sizes are measured from the bottom of the pot to the top of the plant. All sizes provided are approximate, and no two plants will be exactly the same. Plants come in following sizes: plug/ starter plant - this is usually a small (5-12 cm) seedling, grown in a 2-3 cm diameter filter, filled with growing medium/ soil. They are usually shipped without a nursery pot baby/ mini plants - they are slightly more developed, usually plug plants which have been re-potted into 5 to 7 cm diameter pots and have their roots and leaves more developed sizes XS to XXXL are always relative to each plant, depending on its growth habit and available plants. The size of the pot, a well as the approximate height of the plant within each size is always described in 'SIZE' section on each respective plant page.

All plant sizes are listed in the 'SIZE' section on each product page. Images are representative, and variations may occur due to natural growth.

In some cases, yes. If specific plant selection is available, it will be clearly indicated on the product page.

Plants are unique and may show variations in color and size. If you believe you received the wrong species or wrong size of the plant, contact us. Otherwise, remember that variations are normal due to growing conditions.

We recommend not re-potting your plant immediately after receiving it. Allow the plant at least a month to acclimate before considering re-potting. Please note that re-potting your plant within the 28-day guarantee period will void the guarantee. During this time, the plant should remain in its original substrate and pot to avoid additional stress.

Plug plants should be potted in small pots and left in their biodegradable filters to avoid damaging delicate roots. For more detailed care instructions for your new plants, visit our After Purchase page.

For detailed care instructions, visit our After Purchase page, Blog, or genera info pages. If you need additional help, feel free to contact us.

Yes, we offer personalized plant care consultations to help you troubleshoot issues or get advice on how to care for your plants. Contact us to receive relevant questionnaire.

If you’re having issues with a plant you’ve purchased, reach out to us. We’ll help diagnose the issue and provide care recommendations. If needed, we’ll assist in resolving any problems with your order.

Create an account to earn points with each purchase. Points can be redeemed for discounts or free products. Learn more on our Loyalty Program page.

We collect reviews on Trustpilot. You can browse them here. Customers are invited to review their experience a few weeks after their order is fulfilled. There are also reviews for our shop on Google and Ebay.

We are active on Pinterest but not on other social media platforms, as we prefer to focus on our work and family life.