Shipping, Delivery & Returns

At Foliage Factory, we’re committed to delivering healthy, happy plants straight to your door. Every plant is hand-selected and carefully packaged to ensure it arrives in excellent condition. Below, you'll find everything you need to know about our guarantees, returns, shipping, and payment options — all designed to make your experience smooth and stress-free.

➜ Shipping & Delivery

What to expect after placing your order — from preparation to delivery.

1. Processing Time

Once your payment is confirmed, we begin preparing your plants. Every order is packed fresh from our growing locations in Germany or the Netherlands, depending on availability.

✔ Standard processing time: 1–7 business days (Mon–Fri), depending on the plants purchased, grower delivery schedules, and current high demand. Your order will ship during or after this timeframe from the time of purchase.

Processing starts after payment clears.

🔗 More on payment methods and processing times

2. Delivery Time

After your order ships, delivery usually takes:

Germany, Netherlands: 2–3 business days
Austria, Belgium, France, Luxembourg: 3–4 business days
Most EU countries: 3–6 business days
Switzerland, Malta, Monaco, Greece: 4–6 business days

Please note: Some orders are shipped in multiple parcels, depending on plant type or warehouse location.
You’ll receive a separate tracking link for each package.

⬇ Scroll below to view detailed delivery times and shipping costs by country

3. Weather Delays & Seasonal Protection

To protect plant health, we may hold shipments if outdoor temperatures are:

⚠️ Below 0 °C
⚠️ Above 30 °C

In cold seasons, we automatically include:

✔ A 72-hour heat pack at no extra cost
✔ Recyclable plastic wrapping for delicate plants

These measures may slightly extend processing but ensure safe delivery.

4. Tracking & Delivery Issues

As soon as your order is dispatched, you’ll receive a tracking link by email.

If you haven’t received it:

Check your spam or promotions folder
Look out for separate tracking emails if your order was split
If your plants haven’t arrived within 7 days of the latest estimated delivery date, contact our support team.

Important:
Foliage Factory cannot be held responsible for damage or health decline of plants due to delays caused by incorrect address details or failure to follow up on courier notifications for additional information or pick-up requirements.

In these situations, refunds or replacements cannot be provided.

Please double-check your shipping details at checkout and in your confirmation email to avoid delays or lost shipments.

Shipping Destinations and Costs

Notes:

Free shipping applies automatically once your cart total exceeds the country’s threshold (after discounts).

For non-EU countries (e.g. Switzerland), import duties or taxes may apply — these are not included in our prices and must be paid by the customer.

🔗 For customs information:

Country	Free from	Shipping & Packaging	Est. Transport Time
Austria	€69.00	€7.95	2-4 business days
Belgium	€69.00	€7.95	1-2 business days
Bulgaria	€150.00	€18.95	4-6 business days
Croatia	€150.00	€18.95	4-6 business days
Czech Republic	€85.00	€9.95	3-5 business days
Denmark	€85.00	€9.95	3-5 business days
Estonia	€125.00	€14.95	4-6 business days
Finland	€125.00	€18.95	4-6 business days
France	€85.00	€7.95	2-4 business days
Germany	€69.00	€7.95	1-2 business days
Hungary	€125.00	€18.95	4-6 business days
Ireland	€85.00	€9.95	2-4 business days
Italy	€85.00	€9.95	3-5 business days
Latvia	€125.00	€14.95	4-6 business days
Liechtenstein	€125.00	€14.95	4-6 business days
Lithuania	€125.00	€14.95	4-6 business days
Luxembourg	€69.00	€7.95	2-4 business days
Monaco	€175.00	€24.95	4-6 business days
Netherlands	€69.00	€7.95	1-2 business days
Poland	€85.00	€9.95	2-4 business days
Portugal	€85.00	€9.95	3-5 business days
Romania	€150.00	€18.95	4-6 business days
Slovakia	€125.00	€18.95	4-6 business days
Slovenia	€125.00	€18.95	4-6 business days
Spain	€85.00	€9.95	3-5 business days
Sweden	€125.00	€14.95	4-6 business days
Switzerland	€175.00	€24.95	4-6 business days

⚠️ Important for Customers in Greece and Malta

Delivery to Greece and Malta is possible, but due to ongoing courier issues and unpredictable transit times:

We cannot guarantee timely arrival

We cannot guarantee plant condition on arrival

If you still wish to place an order, please contact us in advance. We’ll do our best to advise, but we recommend considering these risks before purchasing.

➜ How Your Plants Are Packed

We ship every order with care — from pot to packaging.

1. Nursery Pots & Growing Medium

Most plants are shipped in their original nursery pots with the soil they were grown in. This helps reduce transplant shock and allows for a smoother adjustment once they arrive.

📌 Starter plants (plugs) are an exception: these are shipped without pots, but with their root system and growing medium fully intact, secured in a protective wrap to keep the roots stable and moist during transit.

📌 Unless otherwise noted in the product description, all other plants are never shipped bare-root.

2. Pre-Shipment Checks

Before packing, each plant is carefully prepared to ensure it arrives in the best possible condition. Every plant is:

Inspected for visible pests, damage, and overall health
Cleaned of surface debris and excess soil
Trimmed if needed to prevent breakage during transit

Only healthy, pest-free, and stable plants are approved for shipment.

📌 We thoroughly check every plant for visible signs of pests. However, some pests or eggs can remain hidden in the soil or leaf axils and may not be immediately detectable — even under close inspection.

For this reason, we strongly recommend quarantining new plants for a few days before placing them near your existing collection. This is a simple but important step to protect your other plants and give the newcomer time to adjust without added stress.

3. Eco-Conscious Materials

We aim to reduce waste without compromising plant safety. Your order will include:

Recycled and recyclable cardboard boxes
Paper-based padding or stabilisers
Reusable or biodegradable inner protection (no plastic pots unless part of the product)

📌 Plastic sleeves or wraps may be used for sensitive or small plants — these are fully recyclable and used only when necessary.

4. Seasonal Adjustments

In colder months, we include:

A 72-hour heat pack at no extra cost
Additional wrapping to protect against cold damage

These seasonal materials are selected based on weather forecasts and destination climate, which may slightly extend processing time.

➜ Our Plant Guarantee

What to expect when your plant arrives — and how you're covered for the first 28 days.

1. On Arrival

We guarantee that your plant will arrive healthy, rooted, and ready to settle in. It may take a few days to recover from transit, but it should not show signs of serious damage or decline.

✔ Your plant should be upright, with stable roots and firm stems
✔ Leaves may show slight curling, minor blemishes, or soft drooping from shipping stress — this is normal and temporary

2. What’s Not Considered Damage

To keep expectations realistic and fair, the following are not treated as defects:

Minor mechanical damage (e.g. bent leaves, small tears)
Soil displacement during transit
Natural imperfections or leaf variation
Temporary droop from time in a box

These minor issues don’t affect long-term growth and resolve quickly with proper care.

📌 Good to Know: Even if your plant is healthy and shows only small or no imperfections, you're still entitled to return it under your legal right of withdrawal.

✔ You can return any eligible item within 14 days of delivery, no reason required
✔ The plant must be returned in its original condition, including pot, soil, and packaging

For full details, visit the Returns & Cancellations section in the next tab

3. Covered for 28 Days

If your plant shows signs of poor health within 28 days of delivery, you’re covered — as long as the plant remains in its original pot and soil and hasn’t been altered.

To stay eligible:
✔ Do not repot or cut the plant
✔ Avoid chemical treatments or sprays
✔ Follow the care guidance included on the product page

📌 Why this matters:
Repotting too soon can stress the plant and trigger issues that wouldn’t have occurred otherwise. It also makes it impossible to tell whether a problem came from shipping, its original condition, or transplant shock. Leaving the plant untouched allows us to assess issues fairly and offer the right solution.

4. How to Report a Problem

If something seems wrong, let us know within the 28-day period.

To help us resolve the issue quickly, please contact us and send:

Your order number
A clear photo of the entire plant
1–2 close-ups of the issue as well as of the whole plant
A brief description of the problem

Once we’ve reviewed your claim, we’ll offer the best solution — a refund, replacement, or credit depending on the situation.

5. Care Guidance

Every plant page on our site includes specific care instructions tailored to that plant’s needs. For more general advice on what to do after unboxing, you’ll also find helpful tips on our After Purchase page.

📌 Following these guidelines not only supports healthy growth but also ensures your plant remains covered by our guarantee.

➜ Returns & Cancellations

Changed your mind? No problem — here’s how returns and cancellations work.

1. Returning a Plant

You can return your order within 14 days of delivery, even if the plant is healthy and free from imperfections. This is your legal right of withdrawal, and no explanation is required.

✔ You’ll receive a prepaid return label
✔ A full refund will be issued after the returned plant is received and inspected

Return conditions:

The plant must be in its original pot and soil
Packaging must be intact and suitable for safe return
The plant must not have been repotted, trimmed, or treated

To start a return, please fill out our Withdrawal Form and we’ll take care of the rest.

2. Cancelling an Order

Need to cancel your order? We're happy to help — if the timing allows.

✔ You can cancel up to 24 hours after placing your order
✔ Please note that the cancellation may no longer be possible if your order has already been processed, packed or handed over to the courier.

To request a cancellation, please use our Cancellation Form. If your order hasn’t shipped yet, we’ll issue a full refund right away.

For refund processing times and payment details, see the Refunds section in the next tab.

➜ Refunds

When to expect your money back after a return, cancellation, or issue.

1. When We Issue Refunds

We issue refunds once your return or claim has been reviewed and approved.

✔ For returns: once we’ve received the plant and confirmed it meets the return conditions
✔ For cancellations: as soon as we confirm the order hasn’t shipped
✔ For damage or health-related issues: once your claim is accepted (no return needed unless requested)

Please note: If a return is required, the plant must arrive in acceptable condition to receive a full refund.

2. How Long Refunds Take

Refund processing times depend on your payment method:

Credit or debit card: 3–5 business days
PayPal / Klarna: 0–1 business days
Bank transfer: 5–7 business days (after approval)

These timelines begin once we confirm your refund. We’ll notify you by email as soon as the refund is issued.

For details on how all payment methods, please visit our Payment Methods & Security page.

3. Delays or Issues

Most refunds arrive on time. If yours hasn’t shown up after the expected window:

✔ Contact us and we’ll provide your Acquirer Reference Number (ARN)
✔ You can pass this number to your payment provider to help them locate the transaction

Refunds are always sent to the original payment method used during checkout. We do not issue refunds to a different account and/ or person on request.

➜ Need Help?

Still unsure? We’re here to make things easy.

If you couldn’t find the answer you’re looking for, our support team is happy to help.

Contact Us:

✔ Response time: within 48 hours
✔ Support hours: Monday–Friday, 08:00–16:00 CET

✔ We prioritise messages related to recent orders

Please include your order number when possible — it helps us respond faster.

🔗 Contact Support
🔗 Start a Return
🔗 Cancel an Order
🔗 Withdrawal Form

Useful Links:
Terms, Policies, and More

Frequently Asked Questions

After Purchase Guide

Plant Care

➜ What’s Not Returnable

Some items can't be refunded or returned due to their condition or type.

The following products are excluded from both our 28-day guarantee and the legal right of withdrawal:

❌ Unrooted Cuttings
❌ B-Ware plants (discounted plants with known cosmetic flaws)
❌ Beneficial insects (unless dead on arrival)
❌ Caladium tubers (unless damaged or rotten on arrival)

These products are either perishable, discounted for imperfections, or sensitive to handling — and therefore not eligible for return or refund.

📌 If you're unsure whether a product qualifies, feel free to contact us before placing your order.

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Shipping, Delivery & Returns