Frequently Asked Questions

Contact us as soon as possible through Orders & Delivery with your order number. Changes or cancellations are only possible before the order has been packed, prepared for dispatch, or handed to the courier.

Once packing or dispatch has started, changes may no longer be possible.

Yes. A minimum order value of 25 € applies to plant orders. This helps reduce packaging waste, keep handling fair, and make sure live plants can be packed safely.

No. Please use a residential or business address where someone can accept the parcel. Parcel lockers can delay delivery, block courier handover, and expose plants to unsuitable temperatures.

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

Add your plants or products to cart, go to checkout, enter your delivery details, choose a payment method, and confirm your order. You’ll receive an order confirmation by email once checkout is complete.

Processing starts after payment is confirmed. Current dispatch schedules, shipping destinations, and delivery notes are listed on Shipping & Delivery.

Yes. Large, mixed, or fragile orders may ship in more than one parcel so plants can be packed more safely. Each parcel receives its own tracking link.

If your order looks incomplete, first check whether another parcel is still in transit. If all parcels are marked delivered and something is missing, report it through Arrival Issues with your order number.

The final amount depends on delivery country, postcode, cart contents and parcel requirements. Bulky, large or heavy products, including qualifying plant variants, island addresses, remote postcodes and non-mainland destinations may cost more than the standard estimate.

If a remote-area surcharge applies, or if an item needs its own parcel because of size, weight, shape or special packing requirements, the final amount is shown at checkout before payment.

No. Please use a residential or business address where someone can accept the parcel.

Orders delayed, returned or damaged because of an incorrect address, unavailable recipient or missed courier notification may not be eligible for a free replacement or voluntary refund.

No. The shipping table shows standard parcel estimates. Your final shipping charge is calculated at checkout after you add your items and enter your delivery address, before payment.

Some island, remote-area and non-mainland addresses can cost more than the standard mainland estimate. Affected areas may include Sicily, Sardinia, Corsica, Faroe Islands, Azores, Madeira, Balearic Islands and selected Greek island postcodes. We currently do not ship to the Canary Islands. The final rate is calculated at checkout where delivery is available.

No. Free-shipping thresholds apply to standard parcels only. Large/tall plant parcels are excluded from free shipping because they need separate packaging and parcel calculation.

Some plant variants need their own shipping box because of pot size, plant height or fragile growth. Variants with a pot size of 24 cm or larger, or a plant height over 80 cm, are treated as large/tall plant parcels. These parcel costs are calculated separately at checkout and shown before payment.

Yes. Bulky, large, heavy or mixed orders may ship in more than one parcel. If your order is split, each parcel can receive its own tracking link and may move at a different speed.

Processing usually takes 1–7 business days, Monday to Friday, depending on plant type, grower schedules, weather, and order volume.

Processing starts once payment is confirmed. Current dispatch information is listed on Shipping & Delivery.

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

These surcharges are based on courier postcode classifications and cannot be added or removed manually. Current destination notes are listed on Shipping & Delivery.

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

We ship to the destinations currently available at checkout. Available countries, rates, free-shipping thresholds, remote-area notes, and transit estimates are listed on Shipping & Delivery.

Transit time depends on destination, courier route, season, and local delivery conditions. Country-specific delivery estimates are listed on Shipping & Delivery.

Tracking starts once the parcel leaves the greenhouse, not immediately after checkout.

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

Where needed, we use 72-hour heat packs and extra wrapping to protect delicate plants. Current weather-related shipping notes are listed on Shipping & Delivery.

Check safe places, neighbours, household members, building entrances, parcel shops, and any delivery photo or courier note first.

If tracking was marked delivered very recently, allow until the end of the day in case of a late scan or delayed handover. If the parcel still cannot be found, contact Orders & Delivery with your order number, tracking ID, and delivery postcode/city.

Check tracking for the courier’s next step, such as redelivery, pickup, or return-to-sender status.

If the parcel is being returned or delivery details need checking, contact Orders & Delivery with your order number and tracking ID.

First check your spam, promotions, and order-confirmation inbox. If you used another email address at checkout, check that inbox too.

You can also check Track your order. If you still cannot find tracking, contact Orders & Delivery with your order number.

Tracking is not scanned at every step, so short gaps can be normal.

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

Tracking is sent by email once your parcel leaves the greenhouse. It is not available immediately after checkout because your order still needs to be processed and packed first.

If your order ships in more than one box, each parcel receives its own tracking link. You can check updates through Track your order once tracking is active.

Unpack the plant carefully, remove wrapping, check the plant and pot, and place it in a stable indoor spot with suitable light and temperature. Do not repot, fertilise, prune heavily, or water automatically on arrival.

Start with observation. For a step-by-step setup, read Plant Care After Delivery.

Leaf drop can happen after shipping because the plant has gone through darkness, handling, temperature changes, and a new growing environment. Older leaves are usually the first to go.

Check whether the plant is otherwise firm, rooted, and stable. Avoid panic-watering or immediate repotting. Read the Leaf Drop Guide and Plant Care After Delivery for the next steps.

Plug (Starter Plants) plants are young plants with a small root ball. They need a small pot with drainage, gentle handling, and even moisture without staying wet.

Avoid oversized pots because small roots can sit in wet substrate for too long. For detailed setup, read Plug Plant Care or contact Plant Help with photos and the plant name.

Usually, no. Most plants benefit from a short settling period before repotting. Immediate repotting adds extra stress and can make it harder to assess whether a problem came from shipping or later care.

Repot sooner only if the pot is damaged, the substrate is clearly unsuitable, the plant is unstable, or you have a specific reason. For timing, pot-size choice, and aftercare, read the Repotting Guide. If there is a possible arrival issue, take photos and report it through Arrival Issues before repotting.

Do not change substrate just because a plant arrived in a nursery mix. First check how the mix behaves. A change is worth considering if it stays wet for too long, smells sour, feels compacted, blocks airflow around the roots, or does not suit the plant’s root type and watering needs.

For help choosing ingredients or a better setup, compare options in the Substrate Choice Guide and Soil & Substrates. For selected components built around a specific potting job, see Substrate Sets. They are separate components for mixing or layering, not finished bags of premixed substrate.

No, not automatically. Check the substrate first. Water only if the root zone is actually dry and the plant type needs it.

Many shipping problems get worse when a stressed plant is watered without checking moisture first. If you are unsure, read Plant Care After Delivery and the Watering Guide before changing the watering routine.

Unpack the plant promptly and check the plant, pot, substrate surface, and packaging. Take clear photos of the whole plant, close-ups of the damage, the inside packaging, the outside box, and the shipping label.

Keep the packaging until the case is resolved. Report the issue through Arrival Issues with your order number. For immediate care steps, read Plant Care After Delivery.

Keep the plant separate from your other plants and take close-up photos immediately.

If you want the arrival condition assessed, avoid heavy treatments, strong chemicals, major pruning, or repotting before reporting. These changes can make the cause harder to verify.

Report it through Arrival Issues with your order number and photos. For general care help after reporting, use Plant Help. Guarantee rules and possible remedies are explained on Guarantee & Returns.

Take clear photos in good light. Include the whole plant, close-ups of the issue, the pot and substrate surface, the inside packaging and protection materials, the outside of the box, and the shipping label.

If more than one plant is affected, add one overview photo of everything received, then close-ups per plant. If you can only upload a few photos, prioritise the whole plant, the issue close-up, and the shipping label.

Upload the photos through Arrival Issues so the case can be reviewed with the full delivery context.

Unpack it promptly, remove wrapping carefully, and let the plant reach room temperature in a stable spot away from drafts, heaters, and direct sun.

Some drooping, slight curling, or older-leaf yellowing can happen after shipping. Follow Plant Care After Delivery first. If you see severe collapse, black or mushy tissue, or obvious damage, take photos and report it through Arrival Issues.

Check your order confirmation and tracking emails first. Some orders ship in multiple parcels, and each parcel has its own tracking link.

If all parcels are marked delivered and an item is still missing, or if the wrong item arrived, contact Arrival Issues with your order number. Photos of what you received and the packaging help speed up the review.

Where the guarantee is offered for your delivery destination, send the request within 28 days of delivery. Include your order number, clear photos of the whole plant and close-ups of the issue, plus a short note on light, watering, temperature, and any care changes since arrival.

Submit the claim through Returns & Refunds. Rules and possible outcomes are explained on Guarantee & Returns.

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 can cover 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, pest issues not documented with the original arrival condition, or mechanical damage at home. Full conditions are listed on Guarantee & Returns.

Returns and refunds depend on the reason for the request. A changed-mind return is handled differently from a confirmed issue such as a wrong item, damaged arrival, or approved plant-health claim.

For changed-mind returns, items must be returned safely in the original pot and substrate, and the customer pays the direct return shipping cost. For confirmed issues, send photos and order details so the case can be assessed. Full rules are listed on Guarantee & Returns.

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, contact Returns & Refunds with your order number.

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

For confirmed issues, such as a wrong item or approved fault, necessary return shipping is covered if a return is required for the approved case. Full details are listed on Guarantee & Returns.

Submit your request through 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. Do not send items back without return instructions.

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.

Use Plant Help for plant-specific questions. Include the plant name, clear photos, and a short note on light, watering, temperature, substrate, and when the issue started.

If your question is about a recent order, include your order number too.

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

They are clearly labelled before purchase so you know what to expect.

Start with Plant Care Basics for general setup. For new arrivals, use Plant Care After Delivery.

For a specific problem, use Plant Care Resources to jump to watering, repotting, substrate, leaf drop, pests, plug plants or root rot. You can also browse all articles through Plant Care Guides.

Plant height is measured from the base of the pot to the highest point of the plant, usually the tallest leaf tip or stem.

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

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

For pet-focused plant guidance, read Plants Safe for Cats. For a specific recommendation, use Plant Help and include the plant name plus your pet-safety concern.

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

Natural variation is normal, including size, leaf count, colour intensity, pattern placement, growth direction, and minor cosmetic marks. Check the product page for pot diameter, size notes, and batch-specific details.

Plug Plant is a young starter plant grown in a small root ball. It usually ships without a decorative pot and needs a small pot with drainage after arrival.

Keep the root ball evenly moist, not wet, and avoid oversized pots. For detailed setup, read Plug Plant Care.

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.

Most discount codes do not stack. Checkout usually allows one code or automatic discount per order.

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

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.

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 the request reach the right support route.

Response time is usually within 48 hours, Monday to Friday, 08:00–16:00 CET/CEST. Messages sent on weekends or public holidays are handled the next business day. Existing order enquiries 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.