Contact Us | Account, Privacy & Website

Declines are usually caused by bank or provider checks, spending limits, insufficient funds, billing-detail mismatches, verification issues, or temporary authorisation problems.

Try another payment method, check your billing details, or contact your bank to approve the transaction. If the problem continues, use Account, Privacy & Website and include the email used at checkout plus a screenshot of the error if possible.

First check whether one charge is still pending. Some banks show temporary authorisations that disappear automatically if payment was not completed.

If you believe a charge is incorrect, contact Account, Privacy & Website with the email used at checkout, amount, date, time, and any screenshot available.

Available payment methods are shown at checkout and can depend on your country, device/browser, order value, and payment-provider checks.

Checkout may include card payments, digital wallets, PayPal, Shop Pay, pay-later providers, and local payment methods where available. A current overview is listed on Payment Methods.

Where available for your country and cart, pay-later or instalment options may appear at checkout, for example through Klarna or another provider. Eligibility and terms are set by the payment provider.

If the option is not shown at checkout, it is not available for that order. Current details are listed on Payment Methods.

Yes. Checkout is encrypted, and payments are processed through secure payment systems. We do not store full card numbers or security codes.

Depending on your bank or provider, additional verification may be required. More information is available on Payment Methods and Privacy Policy.

Common reasons are: the code has expired, the minimum spend is not met, excluded items are in the cart, the code is single-use and was already used, or another discount is already applied.

Check the rules on Promotions and try again. If it still fails, contact Account, Privacy & Website with the code and a screenshot of the checkout message.

Whether a discount code can be used with an automatic offer such as 5-for-4 depends on both discounts' combination settings. Some newsletter and rewards codes cannot be combined, while eligible automatic promotions, including selected free-plant gifts, may work together.

Your cart and checkout show which discounts and free plants apply. Check Promotions for the current offers and conditions.

Current offers, active campaigns, discount rules, and exclusions are listed on Promotions.

If a promotion is active and your cart meets the conditions, the discount should appear at checkout.

If you have not completed checkout yet, enter the code before paying.

If the order has already been placed, changes may no longer be possible once packing or dispatch has started. Contact Orders & Delivery as soon as possible with your order number and code.

The 5-for-4 offer applies automatically when you add five eligible plants; the lowest-priced one is free. It can be combined with other eligible discounts and selected free-plant gifts when those offers also allow combinations. Some newsletter or rewards codes cannot be combined.

Sale plants, B-grade plants, existing plant sets, outdoor plants, accessories, substrates, pots, tools and gift cards do not count towards the five eligible plants. Check Promotions and your cart or checkout for the current conditions and benefits.

Enter your discount code at checkout before completing payment. If the code is valid and your cart meets the conditions, the discount applies immediately.

Check Promotions for current rules, minimum spend, exclusions, and expiry dates.

You can earn points on purchases, plus selected bonuses such as signup, birthday, and referrals. Birthday points require adding your birthday at least 30 days before the date in your rewards profile.

Points are added once the order is marked paid. If points seem missing, check that you used the same email address at checkout and in your rewards account. You can manage rewards through Foliage Points.

Yes. Points expire 12 months after your last points activity, such as earning or redeeming points.

You can check the full expiry rules on Foliage Points.

Open the rewards panel on Foliage Points, choose an available reward, and generate a single-use discount code. Apply that code at checkout before payment.

Reward codes usually do not stack with other discounts, promotions, or offers.

Share your referral link from Refer a Friend. Your friend receives the current referral reward when their order meets the conditions, and you receive points once their first eligible order is marked paid.

If the order is cancelled, refunded, unpaid, or does not meet the referral conditions, referral points may not be added or may be removed.

Common reasons are: the minimum spend is not met, excluded items are in the cart, another discount is already applied, or the reward code was already used.

For plant rewards, the minimum spend may be calculated from eligible full-price plants only. Full reward rules are listed on Foliage Points.

Foliage Points is our rewards program. You earn points when you shop, plus selected bonuses such as signup, birthday, and referrals. Points can then be redeemed for plant discounts or free shipping, depending on the current rewards available.

Full rules and current rewards are listed on Foliage Points.

Foliage Factory is based in Germany and operates as an online store.

You can learn more on About and find company details on Imprint.

Use Contact and choose the form that matches your issue. This helps your enquiry reach the right support team.

We usually respond within 72 hours, Monday to Friday, 08:00–16:00 CET/CEST. Messages sent on weekends or public holidays are handled on the next business day. Enquiries about existing orders are prioritised.

If you have difficulty using the website or need information in another accessible format, read Accessibility.

If you still need help, contact us through Contact.

Key policy pages are available here: Shipping & Delivery, Guarantee & Returns, Payment Methods, Terms & Conditions, Privacy Policy, and Imprint.

Submit privacy requests through Account, Privacy & Website and include the email address used for your order or account.

For security reasons, identity verification may be required before data access, correction, or deletion requests can be processed. Details are listed in Privacy Policy.