faq

SHIPPING

Where do you ship?


We ship Worldwide. Please note: All orders outside of the EU and Switzerland require 1 to 2 weeks of additional processing time per order to obtain the phytocertificate from our local plant protection authority. FOr more information, please visit our Shipping page.




When will I receive my plant?


We normally ship on Mondays and Tuesdays only. The standard shipping lasts normally 2-5 working days within the EU. For all other destinations, please refer to our Shipping section and please note that the processing of the phytosanitary certificate by our local plant protection authority may take up to two weeks. In case of bank holidays or if we are not able to ship, we will inform you straight away. If you have chosen express shipping, it should take 1 or 2 working days.




What are your shipping costs?


Standard shipping to all countries is calculated based on the country. You will be able to choose other shipping methods on checkout, including express shipping. Prices for those services vary and are outlined in our Shipping info section. We combine shipping costs. No matter how many plants you order, that is what we charge. If you make more than ne order within one week, we will combine them, too.




Why do you only ship on Mondays and Tuesdays?


1. To avoid, if possible, the plants to get stuck in transport during the weekend. 2. Because running an online plant shop is a lot of work and plant care and propagation requires a lot of time. If we ship for the whole week, we have no time for anything else.




Do you ship plants with plant passports?


Yes, as of December 2019, we are registered according to Legislation (EU) 2016/203, which requires us to issue and ship with plant passports. Every single plant we ship will have a plant passport issued.




Do you ship outside of the EU with a phytosanitary certificate?


Yes, we are. For all the destinations outside of the EU the processing time is a little longer and requires an additional fee for issuing of a phytosanitary certificate by our local plant protection authority.




Where do you ship from?


We ship from Stuttgart, Germany





ORDERING

Do you still sell through ebay auctions?


Yes, ocasionally. It's mostly very big plants or plants of which we have a very limited quanity. Our username on ebay is foliagefactory. We use ebay.de When new auctions are up, we send out links to them in our newsletter.




If plants are in my shopping basket, are they reserved?


Our e-commerce provider does not allow for reserving items in your basket. This means that if you add something to it and someone else is quicker with the purchase, the item will dissapear from the basket. If you really want a particular plant, we advise you to purchase it, and then browse further. If you make more than one order, we will combine the postage and refund you the difference. If your order, or multiple orders exceed the value of 300 Euro, standard shipping service is free of charge and the whole amount paid for shipping will be refunded.




Do I have to create an account?


For a faster checkout, especially during restock times, we advise to register on our website and create an account with all you shipping data beforehand. This way you can speed up the checkout process and possibly avoid dissapointment of loosing a wishlist plant from your shopping basket.




Can you hold my order for me?


Yes, we can hold your order for as long as you need, we can also ship it, so you receive it on the day of your choosing. Just make a note of this with your purchase, so we are aware of your wishes.




Do you combine multiple orders?


Yes, we do. We automatically combine all orders made by one customer within one week. Before shippping, you will receive a refund for the shipping costs and pay only for one shiping. If your combined orders amount to over 300Euro, we will refund you all the delivery costs (shipping over 300Euro is free of charge). If you know you will make another purchase with us anyway, and would like to combine orders made within a longer time period than one week - please make a note of this at checkout or drop us a line after ordering. Shipping cost for these orders, will also be combined.





RETURNS

Do you accept returns?


Yes, we do. We only ship healthy and carefully inspected plants. All our plants are rooted, unless stated otherwise. If you have any special requirements as to the root quantity or length, make sure you contact us before purchasing. We are more than happy to provide you with additional photos and/ or information. RETURNS Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. REFUNDS (IF APPLICABLE) If you are not happy with your order for any reason, you need to send it back to get a refund. Once your return is received, we will send you an email to notify you that we have received your returned item.
Your refund will be processed after the receipt of the plant which has to be shipped back in its original packaging and wrapped equally carefully. The payment will be returned to your original method of payment, minus the shipping costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over 50 Euro, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise we can't guarantee that we will receive your returned item. We will gladly organise the return for you and send you a return shipping label after deducting its cost from your refund. The package will be picked up from you at your requested day/ time by our shippong provider. To return your product, you should email us at hello@foliage-factory.com or fill in the form on the Shipping & Returns page. It is very important that we are notified of the package being returned to us, simply so that we don't miss it. You should mail your product to: foliage factory, Reutlinger Str. 3, 73760 Ostfildern, Germany PARTIAL REFUNDS: We do not issue refunds, partial refunds or replacements for: snapped leaves, tears and yellowing leaves, broken-off or snapped roots. However, we are more than happy to give you some advice on how to get your plant back on track. Shipping plants is a stressful process for them. We do our best to wrap the plants as carefully and securly as possible, howver once the packages live our hands, we cannot control how they are handled. Some plants will not be photoshoot-ready after the shipping. Just give it them some time and care to flourish. TRANSPORT-DAMAGED PLANTS:
If the plant has been badly damaged in transport due to mishandling of the package or a shipment delay, please take pictures of the damaged packaging and the plant as soon as possible after receiving it, and send them to our email address within 24h of the receipt of your parcel. All our parcels are insured, any damage will be taken up with the delivery company. If the plant gets very badly damaged in transport, we will do our best to replace it (if stock allows) or to refund you the full amount after the investigation with the shiping company.




What do I have to do to return my plant?


First of all, please contact us, so that we know we are receiving a return. The returned plant has to be sent back in the same substrate and packaging as provided by us. The root system and other parts of the plant should not have been tampered with.





PLANT CARE

How should I care for my plant after receiving it?


Please, refer to the Plant care page on our website. If anything should remain unclear, don't hesitate to contact us.





ABOUT US

Do you have a physical shop I could visit?


No, our nursery is private and we sell plants exclusively online.




Where do you ship from?


We ship from Stuttgart, Germany.





PLANTS

Where do you source your plants?


We grow and propagate approximately 65% of the plants sold on this website ourselves. This is the tendency we would like to keep and expand as much as possible. We also have a small nursery in Thailand and some wonderful friends in Thailand, Malaysia, the Phillipines and Indonesia who work with us to source the best plants. We also ocassionaly import plants from South America.




How do you propagate your plants?


We propagate by both stem and top cuttings, we don't propagate from seed. Sphagnum moss only, we do not propagate in water.




Can you send me additional photos of the plant I would like to buy?


Yes, of course, just drop us an email with your request, and we will do our best to accomodate your request.




Can I choose a specific plant?


If there is more than one plant of a certain species available for sale, the plant will have "Options" to choose from. Once you select the option, only the corresponding images of this particular option will show. Once selected and purchased, you will receive that exact plant.





AVAILABILITY

Can I sign up for a 'back in stock' notification for a particular plant?


Yes! If the plant you are after is out of stock, just use the button 'Notify me when back in stock', confirm your email and we will send you a notification when the plant is back in stock !




Can you source a particular plant for me?


We used to do special orders and pre-orders, but we have walked away from this practice, as it was very difficult to keep up with the amount of pre-orders and enquiries. We are way too small a business to provide this this service at a long run.




What happened with 'special orders' or 'pre-orders'?


We have scrapped this option. It was very difficult to keep up with the amount of pre-orders and enquiries. We are way too small a business to provide this this service at a long run and instead of concentrating on imports, we want to concentrate on propagation and growing here, in Europe.




When will a plant (here enter name of your wishlist beauty) be available again?


If you sign up to our mailing list, you will receive emails when new stock is available online. We are not, however aable to tell you when particular plants will be available again. When we import plants, we normally hand-pick them. It is difficult to say what we will find. Those that we grow ourselves, on the other hand - that depends on each and every plant individually. How it grows, if it's rooted well enough, if it's ready for being sold and shipped.





FOLIAGE FACTORY

You recieve the plant you see in the picture. Each and every plant is photographed separately.

All our plants are soil-free and hydro-ready.

We are an online-only shop located in Germany, Europe.

We ship Worldwide.

Any questions?

Visit the FAQ section.

Answer not there?

Drop us a line:

hello@foliage-factory.com

CUSTOMER CARE

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