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.
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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.
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.
Returns & Refunds
For withdrawal requests, return requests, refund timing, refund amounts, or follow-up questions about an approved return or refund case.
Include your order number and the items concerned so we can check the correct case faster.
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 48 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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