Shipping policy
Shipping & Delivery
Find out how we prepare, pack and ship your order, including processing times, weather-related delays, tracking, shipping costs and delivery estimates. Shipping charges depend on your delivery address, the contents of your cart and any special parcel requirements. The applicable amount is displayed at checkout before you place your order. For returns, refunds and our plant guarantee, see our Guarantee & Returns page.
Processing & Preparation
- Processing time: Allow up to 7 working days, Monday to Friday, for order preparation before dispatch. Processing depends on the plant type, grower schedules, order volume and seasonal demand.
- When processing begins: We begin preparing your order after payment has been confirmed. Plants are prepared fresh before dispatch. Available payment options are explained on our Payment Methods page.
- Dispatch: Your order is handed to the courier during or immediately after the processing period. The estimated delivery time begins after dispatch.
- Multiple parcels: Large, tall or mixed orders may be shipped in separate parcels. Each parcel receives its own tracking information and may arrive on a different day.
- Special dispatch schedules: Most Hoyas are dispatched on Tuesdays and Wednesdays. Beneficial insects are dispatched on Wednesdays.
Weather Protection & Shipping Holds
- Temperature limits: We may delay dispatch when temperatures along the transport route fall below 0 °C or rise above 32 °C.
- Cold protection: When needed, we include a free 72-hour heat pack and additional protective wrapping to help protect sensitive plants during transport.
- Weather checks: We consider conditions along the transport route, including regions where temperatures may differ substantially from those at the delivery address.
Weather-related precautions can extend the time before dispatch. They are intended to reduce avoidable temperature damage during transport.
Tracking & Delivery
- Tracking information: We send you a tracking link when your parcel is dispatched.
- Missing tracking email: Check your spam and promotions folders. If you still cannot find the email, contact us.
- Separate deliveries: If your order contains several parcels, each may have its own tracking number and delivery date.
- Delayed delivery: If your plants have not arrived within 7 days after the latest estimated delivery date, contact our customer support team with your order number and tracking information. You can also contact us sooner if tracking indicates a delivery problem.
Address Accuracy & Failed Deliveries
- Check your address: Please make sure your delivery details are complete and correct before placing your order. Check them again in your order confirmation.
- Incorrect addresses and missed deliveries: If an incorrect address, an unavailable recipient or a missed courier notification causes additional costs, delays or a returned parcel, the circumstances may affect eligibility for a free replacement or voluntary refund. Your statutory consumer rights remain unaffected.
- DHL Packstations: We cannot deliver to DHL Packstations. Please provide a residential or business address where the parcel can be received.
Shipping Costs & Delivery Estimates
See our Shipping Costs & Delivery Times overview for standard shipping charges, free-shipping thresholds and estimated delivery times by destination. The overview is maintained separately from this policy so that shipping information can be updated without duplicating country-rate tables.
Free-shipping thresholds apply to eligible standard parcels and are assessed using the cart value after discounts. The final shipping charge depends on your destination, cart contents and parcel requirements. Shipping amounts displayed in local currencies may change with exchange rates and rounding. The applicable charge is shown at checkout before you place your order.
Customs, Import VAT & Carrier Fees
Deliveries outside the EU may be subject to customs duties, import VAT and carrier customs-clearance or handling fees. These charges are not included in the amount collected by Foliage Factory at checkout.
Import charges are determined by the destination country's authorities and/or the carrier. Where applicable, they must be paid by the recipient. Please check the relevant import requirements before ordering.
For shipments to Switzerland, consult the Swiss Federal Office for Customs and Border Security and Swiss Post for official information.
Large, Tall & Heavy Parcels
Large, tall, bulky or heavy products may require separate shipping arrangements and are excluded from free shipping. Charges depend on the products, quantities, shipping weight and parcel requirements. Mixed orders may contain products assigned to different shipping profiles, which can affect the final delivery charge. Available shipping options and their costs are displayed at checkout.
Additional Shipping Information
- Islands and remote destinations: Shipping may cost more for islands, remote postcodes and other non-mainland destinations, including Sicily, Sardinia, Corsica, the Faroe Islands, the Azores, Madeira, the Balearic Islands and selected Greek island addresses. The final rate is calculated at checkout where delivery is available. Canary Islands: We currently do not ship there.
- Cyprus, Greece and Malta: Delivery is possible where a shipping option is offered, but transport reliability and transit times can vary. Our voluntary 28-day plant guarantee does not apply to plants shipped to these destinations because of unpredictable transit conditions. This does not affect applicable statutory consumer rights.
- Free-shipping exclusions: Free shipping is intended for qualifying standard plant parcels. Fertilizers, additives, large or heavy products and products requiring separate shipping may incur additional charges. Islands, remote addresses and other excluded destinations may also be ineligible for free shipping.
- Customs and import charges: Switzerland and Liechtenstein shipments may incur import duties, VAT and carrier handling or customs-clearance fees. These are assessed separately from the amount paid to Foliage Factory and must be paid by the recipient where applicable.
Packing & Plant Health
How We Pack
- Nursery pots: Most plants are shipped in their original nursery pot and substrate to minimise transplant shock.
- Starter plugs: Young plants grown in propagation plugs may be shipped without a pot. Their roots and growing medium are secured and kept appropriately moist.
- Bare-root shipping: Plants are not normally shipped bare-root unless this is stated on the product page.
Pre-Shipment Checks
- Visual inspection: We inspect plants for visible pests, mechanical damage and general condition before dispatch.
- Securing the substrate: Loose growing medium is stabilised to reduce movement and spillage during transport.
- Selective trimming: We trim plants only when necessary to reduce the risk of damage during packing or transport.
Integrated Pest Management (IPM)
- Biological controls: We prioritise beneficial insects and targeted biological measures over routine broad-spectrum chemical treatments.
- Beneficial insects on arrival: Occasionally, beneficial insects used in the growing environment may still be present when your plants arrive. They are not considered plant pests.
- Why we use IPM: Targeted pest management helps limit unnecessary chemical treatments and supports responsible pest-control practices.
Why We Cannot Guarantee Zero Pests
Eggs and other microscopic pest stages can remain hidden in substrate, leaf axils or developing foliage. Some are impossible to identify through ordinary visual inspection without damaging the plant. We do not knowingly dispatch plants with visible infestations, but an absolute zero-pest guarantee would not be realistic.
After Delivery
- Quarantine: Keep newly arrived plants separate from your existing collection for approximately 1–2 weeks to monitor their condition and help them acclimatise.
- Protection from cold: When a heat pack or protective wrapping has been included, bring the parcel indoors promptly after delivery. Protective packing cannot prevent damage from prolonged exposure to extreme temperatures.
- Plant care: Follow the plant-specific recommendations on the product page for light, watering and substrate.
- Arrival concerns: If a plant arrives damaged or appears unhealthy, take clear photographs as soon as possible and contact us. We will assess the situation under our Guarantee & Returns policy and any applicable statutory rights.
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