At Foliage Factory, our goal is to deliver happy, healthy plants to your home. Every plant is handpicked and packaged with care to ensure it arrives in excellent condition. Below, you'll find details about our guarantees, shipping policies, returns, and more—all organized to provide you with a seamless experience.
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|Please Note:
Information on this page is intended to provide an overview of our guarantees, shipping policies, and returns processes. Please read this text in combination with our General Terms and Conditions (T&Cs) for a complete understanding of your rights and obligations.
Healthy Plant Guarantee:
Our Responsibility for Delivery
We take full responsibility for the condition of your plant upon arrival. If your plant arrives damaged or in an unsatisfactory condition, contact us right away with photos, and we’ll provide a solution—either a replacement or a refund.
|Note: Please notify us within 24 hours of delivery if your plant arrives damaged. We are here to help, but timely communication is essential.
Minor Imperfections
Plants are living beings, and minor imperfections, such as small scratches or slightly bent leaves, can happen during transit. These do not affect the plant's overall health or growth. If you notice more significant damage, please let us know—we'll work with you to determine the best solution.
28-Day Health Guarantee
We offer a 28-day guarantee to help you feel confident that your plant will thrive. To qualify for this guarantee, the following conditions must be met:
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Proper Care: You must provide proper and consistent care to your plant, following our guidelines.
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No Tampering: The plant must not have been cut, chemically treated, or altered in any way.
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Original Pot and Soil: The plant must remain in the original pot and soil it was delivered in.
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Packaging: If returned, the plant must be sent in its original packaging if applicable.
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Important: Repotting or removing the plant from its original soil during the first 28 days can stress the plant and will void the guarantee.
|Note: Proper care is essential for your plant’s health. While we ensure your plant arrives healthy, continued care after delivery is just as important for its well-being.
|FAQ: Why Wait to Repot?
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28 days (or about 4 weeks) should be enough time for your plant to adjust to its new environment at your home. This adjustment period can be stressful, leading to shock.
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Repotting too soon adds even more stress, also making it difficult for us to determine if any issues are due to the plant's original condition, transport shock, or repotting.
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Allowing this adjustment period helps ensure your plant is stronger and stable before undergoing the stress of repotting.
Customer's responsibilities:
For a smooth experience, we kindly ask our customers to keep the following in mind:
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Check Shipping Details: To avoid delivery issues, please double-check your shipping information when placing your order and when you receive the order confirmation to ensure it is correct and complete.
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Check Your Spam Folder: Important shipping notifications may end up in your spam folder. Make sure to read any reminders or notifications thoroughly in case the courier needs additional details or there are updates about your delivery.
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Care for Your Plant: The first days and weeks are crucial for your plant’s adjustment. Provide a stable environment and follow our care guidelines to ensure a healthy transition.
| Tip: Each plant page in our shop includes detailed care tips specific to your plant to help it thrive!
Returns and Refunds:
Return & Exchange Policy
If your plant arrives with damage beyond minor imperfections:
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Contact Us Promptly: Notify us within 24 hours of delivery.
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Provide Photos:
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Specific Damage: Include clear photos showing the damage.
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Entire Plant: Provide a photo of the entire plant, including the pot, for full assessment.
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Resolution Together: We will work with you to determine the best resolution—whether that’s a refund, replacement, or exchange—based on the specific situation and your wishes.
Steps to Start a Return
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Contact Us within 24 hours of receiving your plant.
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Provide detailed photos for evaluation.
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We will work together to find an appropriate solution.
Receiving Your Refund
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Refunds are issued once we receive and review the returned plant.
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Funds typically appear in your account within 5 working days after processing. This is dependent on your payment provider.
Return Shipping
If a return is required, we will provide a prepaid return label. Please ensure the returned plant is in its original condition, including the pot, substrate, and packaging.
Lost Packages
If your package is lost during shipping, please contact us within 7 days of the expected delivery date. We will work with our shipping partners to locate and/ or replace the order.
Non-Refundable Items
Due to their perishable nature, the following items are excluded from refunds or replacements:
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Cuttings
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B-Ware Plants
The 28-day guarantee does not apply to these items.
|Disclaimer:
Foliage Factory is not liable for delivery delays or failures due to incorrect or incomplete address details provided by the customer. Please make sure all shipping information is correct during checkout to ensure timely delivery. We are also not responsible if the customer is unavailable during delivery attempts.
Additionally, 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.
What’s Not Covered:
Please note that the following situations are not covered under our guarantee:
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Minor cosmetic imperfections like slight scratches or bent leaves that do not affect plant health.
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Damage due to improper care.
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Plants repotted within the first 28 days.
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Cuttings and B-Ware plants due to their perishable nature.
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Plant damage caused by delays from incorrect address details, missed courier notifications, or failed delivery attempts.
Withdrawal Rights:
You have the right to withdraw from your purchase within 14 days of receiving your order, without needing to provide a reason. To exercise this right, please contact us with your order details, and we will assist you through the withdrawal process. Please note that certain items, such as cuttings and B-Ware plants, are excluded due to their perishable nature. For full details and instructions regarding your withdrawal rights, please refer to Instructions for Withdrawal & WIthdrawal Form.
Order Cancellation:
If you need to cancel an order that hasn’t yet been processed or shipped, please notify us within 24 hours of placing your order. We strive to process orders quickly—many ship the same or next day—so while we will do our best, we cannot guarantee a successful cancellation after this window.
➝ Order Cancelation Form: Use the cancellation form to stop an order that hasn’t been processed or shipped yet.
Shipping Information & Delivery Policies:
Processing & Shipping Times
Processing Time: Orders are processed within 7 business days (Mon–Fri). During peak periods, such as holidays or promotions, or during adverse weather, processing times may be extended.
Shipping Time: Once processed, your order will be shipped, and you will receive a tracking number to follow its journey.
|Note: Shipping times are estimates, and conditions like weather or holidays may impact delivery schedules.
Shipping Conditions
Orders with multiple items may be shipped separately due to logistical reasons:
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No additional shipping costs for split shipments.
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Tracking details will be provided for each individual shipment.
Weather Delays
To protect your plants, shipping may be delayed during extreme temperatures (below 0°C or above 30°C). You will be informed of any delays. For added security during colder months, a 72-hour heat pack is included at no cost.
Special Shipping Notes (Holidays/Seasons)
Shipping times may vary during holidays or extreme seasonal conditions. During winter, we may use plastic packaging to prevent cold air from reaching the plants, which may extend processing times slightly.
Safe and Sustainable Packaging
We take great care to ensure your plants arrive safely:
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Inspection and Cleaning: Every plant is inspected, cleaned, and pruned if necessary.
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Original Medium: Plants are shipped in their original growing medium within nursery pots (except for plug plants which are sent without a pot)
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Eco-Friendly Packaging: We care about the environment. Our packaging materials are eco-friendly and chosen to minimize waste. For some delicate plants, such as baby plants or plug plants, and during winter shipping, plastic packaging is used to keep them safe. Rest assured that all plastic used is recyclable or reusable to align with our sustainability goals.
Shipping Destinations & Costs:
Standard Shipping
We ship to a variety of countries listed in the table below. Shipping costs and delivery times vary by destination.
Additional Costs for Non-EU Deliveries
For deliveries outside the European Union, additional costs may apply, such as:
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Import Duties, Taxes, or Customs Fees (e.g., VAT)
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Bank or Currency Exchange Fees
|Note: These charges are beyond our control and must be covered by the customer. For more information, please consult the following links or contact your local customs authority:
Free Shipping
We offer free shipping on orders over a certain value, depending on your location. Check the table below for specific details. You can also join our loyalty program to earn free shipping coupons.
Shipping Destinations, Costs and Estimated Transport Time:
Payments: Secure and Convenient Options
Minimum Order Value
A minimum order value of 25€ is required to process your order.
Why a Minimum?
To maintain efficient logistics and minimize packaging waste, we have a minimum order value of 25€. This ensures that each order can be shipped sustainably and helps us continue providing the highest level of care for our plants while keeping delivery costs manageable.
Accepted Payment Methods:
We offer several secure payment options:
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Credit, Debit Cards, PaySafe Card
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Bank Transfers: Sofort, Giropay, Ideal, SEPA, Bancontact, MyBank
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Digital Wallets: Apple Pay, Google Pay
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PayPal
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Klarna
For more details, visit our Payment Methods page.
Need Assistance?
If you have questions about our payment options, feel free to reach out—we’re always here to help!
Contact Us
Your satisfaction and your plant’s health are at the center of everything we do. If you didn't find what you were looking for on this page, we encourage you to check out the Quick Links below or visit our FAQ section for more information.
Our customer support team is also ready to help—don't hesitate to contact us directly if you need assistance.
We’re here to ensure you enjoy thriving, healthy plants and have a smooth experience with Foliage Factory.
Order inquiries:
Report any issues with items in your order.
Cancel an unprocessed order.
Problems with tracking or delivery? Let us know.
Want to return an item? Get started here.
Revoke your purchase contract within 14 days.
Plant care:
Find out how to care for your new plants.
Website/ technical issues:
Experiencing issues with our site? We're here to help.
Other inquiries:
Request account and data deletion.
Have a question not listed above? Contact us here.
When will you hear back from us?
We typically respond within 48 hours of receiving your message, Monday to Friday, between 8:00 AM and 4:00 PM CET.
Please note: Our customer service is unavailable on weekends and public holidays.
Due to a high volume of inquiries, messages about existing orders are prioritized.