Orders & Delivery
For tracking questions, delivery delays, address updates, order changes before dispatch, cancellations, or parcels marked as delivered but not received.
Have your order number, tracking ID, and delivery postcode or city ready.
Contact Foliage Factory
Need help?
Select the topic that matches your request. The right form sends your message to the correct support route and helps us reply faster. For formal withdrawal declarations, use the dedicated withdrawal form.
Arrival Issues
For damaged plants, poor arrival condition, wrong or missing items, packaging problems, suspected cold damage, pests, or rot on arrival.
Add your order number and clear photos of the item, issue, packaging, and shipping label.
Withdraw from contract
For submitting a formal withdrawal declaration for an eligible order within the statutory withdrawal period.
You do not need to give a reason. Have your full name, email address, order number, and the product or order part concerned ready.
Returns & Refunds
For return requests, refund timing, refund amounts, return labels, approved return cases or follow-up questions.
To submit a formal statutory withdrawal declaration within the withdrawal period, please use the separate Withdraw from contract form.
Plant Help
For care questions, acclimation concerns, setup advice, pests, watering, light, substrate questions, or pet safety questions.
Send the plant name, clear photos, and a short note about light, watering, temperature, and recent changes.
Account, Privacy & Website
For checkout problems, discount code issues, account questions, marketing preferences, privacy requests, accessibility support, or website errors.
Include the email used at checkout or for your account. Add screenshots for website issues.
When will we reply?
Our response time is within 72 hours, Monday to Friday, 08:00–16:00 CET/CEST. Messages sent during weekends or public holidays are handled on the next business day. Existing order requests are prioritised.
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