Frequently Asked Questions

Changes or cancellations are only possible before the order has been packed or handed to the courier.

Use Orders & Delivery as soon as possible and include your order number and the exact request. Once dispatched, changes are usually not possible.

A minimum order value of 25 € applies to plant orders. This helps reduce packaging waste, maintain safe packing standards for live plants, and keep handling costs fair.

No. Please use a residential or business address where someone can accept the parcel. Parcel lockers can delay delivery and expose plants to temperature stress.

If you are unsure whether your address will work, contact Orders & Delivery before ordering.

Add your items to cart, proceed to checkout, enter your delivery details, choose a payment method, and confirm your order. An order confirmation email is sent immediately.

Processing starts once payment is confirmed. Processing times and dispatch schedules are listed on Shipping & Delivery.

Large or mixed orders can ship in more than one parcel to keep plants stable and reduce transit damage. Each box has its own tracking link.

If the order looks incomplete, check whether more parcels are still in transit. If all parcels show as delivered and something is missing, use Arrival Issues with your order number.

Processing takes 1–7 business days (Mon–Fri), depending on plant type, grower schedules, and demand.

Processing starts once payment is confirmed. Details are listed on Shipping & Delivery.

Some postcodes cost more to service through couriers. If applicable, a remote-area surcharge is added automatically at checkout.

Surcharges are based on the courier’s postcode classification and cannot be added or removed manually.

Current destination notes and surcharge rules are listed on Shipping & Delivery.

Orders are prepared in Germany or the Netherlands, depending on plant type and grower schedules.

Processing and dispatch details are listed on Shipping & Delivery.

We ship to the destinations we currently serve at checkout.

The up-to-date list of countries, rates, free-shipping thresholds, and transit estimates is on Shipping & Delivery.

Transit time depends on destination and courier route. Typical estimates are listed per country on our shipping page.

See Shipping & Delivery for current transit ranges and destination notes.

Plants can be damaged by extreme temperatures in transit. If conditions along the route are below 0 °C or above 32 °C, dispatch may be delayed until it is safer.

When needed, we add 72-hour heat packs and extra wrapping to protect delicate plants. Details are listed on Shipping & Delivery.

Check safe places, neighbours, household members, and any delivery photo or note in tracking first.

If tracking was marked delivered very recently, allow until the end of the day in case of a late scan or final handover.

If you still cannot locate the parcel, contact Orders & Delivery with your order number, tracking ID, and delivery postcode/city.

Check tracking for the courier’s next step, such as rescheduling delivery or arranging collection where available.

If the parcel is being returned to sender or you need help correcting delivery details, contact Orders & Delivery with your order number and tracking ID.

First, check spam and promotions folders. If you placed the order with a different email address, check that inbox too.

If you still cannot find it, contact Orders & Delivery with your order number to request assistance.

Tracking updates are not always scanned at every step, so short gaps can be normal.

If your parcel has not arrived within 7 days of the latest estimated delivery date, contact Orders & Delivery with your order number and tracking ID so it can be traced with the courier.

A tracking link is sent by email as soon as your parcel leaves the greenhouse.

Dispatch happens after processing, so tracking is not available immediately after checkout. Processing times and schedules are listed on Shipping & Delivery.

If your order ships in more than one box, each parcel gets its own tracking link.

Where offered for your delivery destination, send the request within 28 days of delivery and include your order number, clear photos (whole plant and close-ups), and a short note on light, watering routine, and temperature.

Submit it via Returns & Refunds so it can be assessed. Rules and outcomes are explained on Returns & Refunds.

Where offered for your delivery destination, the 28-day plant health guarantee covers genuine quality issues that appear within 28 days of delivery despite reasonable care and suitable conditions.

It typically covers hidden issues, serious transit-related damage that becomes clear after unpacking, or unusual rapid decline that cannot reasonably be linked to normal care factors.

It does not cover normal acclimation, care-related damage, pests introduced after delivery, or mechanical damage at home. Full conditions and exclusions are listed on Returns & Refunds.

Returns and refunds depend on the reason for the request, such as change of mind versus a confirmed issue (damage, wrong item, or fault).

For change-of-mind returns, items must be returned in the original pot and substrate and packed safely. Return shipping is paid by the customer.

For confirmed issues, provide photos and order details so the case can be assessed. Where a return is required for an approved case, necessary return shipping is covered.

Full rules and exclusions are listed on Returns & Refunds.

No. Refunds can only be issued to the original payment method used at checkout. For security and compliance reasons, refunds cannot be redirected to a different account.

After approval, refunds are issued to the original payment method. The time it takes to appear depends on the payment provider and your bank.

Many refunds appear within a few business days, but some banks take longer. If a refund seems delayed, use Returns & Refunds with your order number.

For change-of-mind returns, the customer pays the direct cost of return shipping.

For confirmed issues (such as wrong item or fault), necessary return shipping is covered if a return is required for an approved case.

Details are listed on Returns & Refunds.

Submit your request via Returns & Refunds and include your order number and the items concerned.

You will receive the next steps and return instructions based on your destination and the type of request.

Use Plant Help for plant-specific questions.

Include the plant name, a few clear photos, and a short note on light, watering routine, and temperature. If the question is about a recent order, add your order number.

B grade plants are healthy plants sold at a reduced price because of cosmetic imperfections, such as older marks, minor mechanical damage, or asymmetry.

They are clearly labelled on the product page so you know what to expect before ordering.

Start with Plant Care Basics, then browse Plant Care Resources. For new arrivals, use Plant Care After Delivery. Full guides are on Plant Care Guides.

Height is measured from the base of the pot to the highest point of the plant (usually the tallest leaf tip).

Pot size is listed as the pot diameter in cm. Measurements are guidelines, as living plants vary naturally.

Not always. Some plants are toxic if ingested or can irritate skin. Check the safety notes on the product page and keep plants out of reach when in doubt.

If you want a specific recommendation for your situation, use Plant Help.

Product photos show a representative example from the current batch, not the exact individual plant, unless the listing states otherwise.

Natural variation is normal, including leaf count, pattern placement, and minor cosmetic marks. Product pages provide the size, pot diameter, and other listing details for the batch you are buying.

A plug, also called a starter plant is a young plant grown in a small propagation plug. It usually ships without a decorative pot.

Use a small pot with drainage and keep the plug evenly moist, not wet, while the plant settles. For setup guidance for your specific plant, use Plant Help.

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

Double-check the rules on Promotions and try again at checkout.

Still not working? Contact us via Account, Privacy & Website and include the code plus a screenshot of the checkout message.

Most discount codes don’t stack — checkout usually allows one code per order.

If a campaign has special combination rules, they’ll be listed on Promotions and reflected at checkout.

All current offers and their rules are listed on Promotions.

If a promotion is active, you’ll see it reflected at checkout once your cart meets the conditions.

If you haven’t completed checkout yet, you can still enter the code before paying.

If you’ve already placed the order, changes are often not possible — but if it hasn’t been packed or handed to the courier yet, contact us as soon as you can via Orders & Delivery and include your order number and the code.

Enter your code at checkout before completing payment. If it’s valid and your cart meets the conditions, the discount will apply right away.

Not sure what’s included? Check Promotions for the rules and exclusions.

Birthday points are a one-time bonus per eligible birthday, per account. To receive them, add your birthday at least 30 days before the date in your rewards profile.

If you add it later than that, the bonus will apply for your next eligible birthday.

You earn points on everything in the shop — plants, accessories, tools, substrates. You’ll also get bonus points for signup (+50), your birthday (+50), and referrals (+200 when your friend places their first paid order through your link).

Birthday points require adding your birthday at least 30 days in advance. Details are on Foliage Points.

Yes. Points expire 12 months after your last points activity (earning or redeeming).

You can find the full expiry rules on Foliage Points.

Open the rewards panel on the Foliage Points page, choose a reward, and a single-use discount code will be generated.

Apply that code at checkout. Reward codes don’t stack, so it’s one code per order.

Referral points are added after your friend’s first order is marked paid. If the order is still pending payment, cancelled, or refunded, points won’t be awarded (or may be removed).

If the order is paid and you still don’t see the points, contact us via Account, Privacy & Website and include the email on your account.

Share your referral link with a friend. Your friend gets €10 off full-priced plants on an order over €70 (one-time use).

You’ll earn 200 Foliage Points once your friend’s first order is marked paid. If that order is cancelled or refunded, the referral points may be removed.

Most often it’s one of these: the minimum spend isn’t met, excluded items are in the cart (sale items, sets, B-Ware), you’re trying to combine discounts, or the code was already used (single-use).

For plant rewards, the minimum spend is calculated from full-priced plants only — other items won’t count toward the €70/€250 thresholds. Full details are on Foliage Points.

No — reward codes don’t stack with other discount codes, promotions, or offers. Checkout will only allow one code per order.

If you want the exact wording and exclusions, it’s listed on Foliage Points.

Points are added once your order is marked paid (payment confirmed). Depending on the payment method, it may take a little time to appear.

If points are missing, double-check you used the same email at checkout. If you still need help, contact us via Account, Privacy & Website and include the email used at checkout.

Foliage Points is our rewards program: earn points when you shop (plus bonuses for signup, your birthday, and referrals), then redeem them for plant discounts or free shipping.

Full rules and current rewards are listed on Foliage Points.

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

Learn more on About and find company details on Imprint.

Use Contact to select the correct support form.

Response time is within 48 hours (Mon–Fri, 08:00–16:00 CET/CEST). Weekend and holiday messages are handled the next business day. Existing order enquiries are prioritised.

If you experience difficulty using this website or need alternative access to information, see Accessibility.

If you still need help, use Contact to reach support.

Key pages:

Shipping & Delivery · Returns & Refunds · Payment Methods · Terms & Conditions · Privacy Policy · Imprint.

Submit privacy requests via Account, Privacy & Website and include the email used for your order/account.

For security, identity verification may be required before processing privacy requests. Details are listed on our Privacy Policy.