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frequently asked questions

  • Do you ship to the UK?
    No, at the moment we do not ship to the UK, but as soon as we have figured out how to make this process relatively fast and pain-free (for all concerned: the plants, our customers, and ourselves), we will start shipping to the UK again. Maybe in 2024.
  • Do you ship to the US?
    No, we no longer ship to the US due to long transport times, border controls and customs' checks. We are currently not planning on re-starting to ship to the US anytime soon.
  • When will I receive my plant?
    Our current fulfillment time is ca. 5-7 days (unless the temperatures are too low to ship plants), within which your order should be shipped. You will receive a tracking number as soon as your order has been shipped. If you require your purchase to be shipped (and/ or delivered) quicker or on a specific date, please drop us a line before ordering and we will let you know if it is possible. The standard shipping time lasts normally 2-7 working days within the EU. For specific destinations, please refer to our Shipping Times & Rates section. In case of bank holidays, temperatures being too low or too high, or if we are not able to ship, we will inform you straight away.
  • Where do you ship?
    We ship within the EU and Switzerland. Greece, Cyprus, Malta and the Canary Islands customers: Due to very long shipping and border control times, we cannot ship your plants using standard services. Please email us for a custom shipping quote. For more information, please visit our Shipping rates & destinations section.
  • What are your shipping rates?
    Shipping to all countries is calculated based on the country. Free shipping is available when order exceeds a certain amount. This varies per country. We combine shipping costs. No matter how many plants you order, that is what we charge. For more information, please visit our Shipping rates & times section.
  • Where do you ship from?
    We ship from Germany and/ or the Netherlands. Depending on the plants you order, it may be possible that your order will be shipped in more than one package from both destinations.
  • Which couriers do you ship with?
    The courier we will ship with will depend on the country you live in and the plants you order. If the plants you have ordered are grown by us in Germany, your order will be shipped with UPS. If the plants you ordered are grown in the Netherlands, your order will be fulfilled by PostNL and handed over to relevant shipping partners, depending on the country. These are, among others: DPD, Hermes, MRW, Swiss Post, Austrian Post. If you have any questions about shipping or tracking, you can always contact us or check the tracking page.
  • When will a specific plant 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, able to tell you when particular plants will be available again. 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. You can always sign up for a 'back in stock' notification on the particular plant page. To receive the 'back-in-stock' notifications, you have to be subscribed to our mailing list. Otherwise it is legally not possible for us to send you any notifications.
  • 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' on the specific plant page, confirm your email and we will send you a notification when the plant is back in stock. To receive the 'back-in-stock' notifications, you have to be subscribed to our mailing list. Otherwise it is legally not possible for us to send you any notifications.
  • Can you source a particular plant for me?
    We can definitely try. Please contact us with what you have in mind and we will let you know if we can help.
  • I didn't receive a back-in-stock notification although I signed up, why?
    To receive a back-in-stock notification, you have to be signed up to our mailing list , otherwise we are legally unable to send you any notifications. Only after you have signed up to our mailing list and then requested to be notified when a specific plant is back in stock, can we send you this information.
  • Do you have a wholesale price list?
    No, we do not sell plants wholesale, we sell only to end-users.
  • How can I receive 10% off my first purchase?
    To receive 10% off one order, you have to sign up to our mailing list HERE. Please note that we are only able to send you newsletter, promotional coupons and back-in-stock notifications if you are subscribed to our website. ​ You have to double opt-in to receive the newsletter. After you submit the form, you will have to confirm your email address through the message we send you. Make sure to check your spam folder if it doesn't arrive!
  • Do I have to create an account?
    No, of course not. For a faster checkout, especially for repeat visits, we advise to register on our website and create an account with all you shipping data beforehand. It is also beneficial to take part in our Loyalty Program where you can collect points and receive perks.
  • If plants are in my shopping cart, are they reserved?
    Our e-commerce provider does not allow for reserving items in your cart. This means that if you add something to it and someone else is quicker with the purchase, the item will disappear from the basket. We will, however, send you a reminder if you have an abandoned cart available.
  • Can you hold my order for me?
    Yes, we can hold your order for as long as you need. Just make a note of this with your purchase, or send us an email, so we are aware of your wishes. Please note that it may not be possible to delay your shipment once the order has been made, in case if it is already being processed. But you can always contact us, so we can check this for you.
  • Do you combine multiple orders?
    Yes, we do. If you make more than one order, please let us know, and we will refund the extra shipping costs. This is providing that your first order is not already currently being processed. If your order, or multiple orders exceed the value of 75€ standard shipping service is free.
  • I received a wrong plant, what should I do?
    If you have received a different plant than what you ordered, please contact us at hello@foliage-factory.com and we will fix the mistake as soon as possible!
  • I would like to place a large order, do discounts apply?
    Yes, quantity discounts apply. Please, contact us for more information: hello@foliage-factory.com
  • I forgot to use my voucher code at checkout, can I still use it?
    Of course. You can contact us at hello@folliage-factory.com, let us know your order number and voucher code, we will adjust your order accordingly.
  • I have not received my 10% off coupon, although I signed up, why?
    Make sure to check your spam folder if your coupon doesn't arrive! You have to double opt-in to receive the newsletter. After you submit the form, you will have to confirm your email address through the message we send you. Please note that we are only able to send you newsletter, promotional coupons and back-in-stock notifications if you are subscribed to our mailing list.
  • How is the size of the plant calculated?
    It is customary to provide the height of the plant including the pot height. All the sizes of the plants given on the website are approximate and can vary slightly. No two plants will be of exactly the same dimensions, that is why the approximate measurement. Every plant has its pot size diameter provided and the approximate height from the bottom of the pot to the top of the plant.
  • What size is the plant I am buying?
    All measurements are indicated as a range in 'SIZE' section on each product page. Unless stated otherwise, all pictures of the plants are representative of size and appearance. Please note that each plant is unique; size, shape and/ or variegation fluctuate depending on cultural conditions. No rights can be derived from the pictures on the product page. When we offer individual plants for sale, and a specific selection is possible, it will be very clearly indicated.
  • Can I choose a specific plant?
    Occasionally, yes. This depends on the species and our stock. If we offer individual plants for sale, and a specific selection is possible, it will be very clearly indicated. Otherwise, all pictures of the plants are representative of size and appearance. All measurements are indicated as a range in 'SIZE' section on each product page. Please note that each plant is unique; size, shape and/ or variegation fluctuate depending on cultural conditions. No rights can be derived from the pictures on the product page.
  • My plant looks different from the plant on the website, what do I do?
    Unless there has been a mistake made and we sent you a wrong species of plant, plants may show variations in color and size. While we make every effort to display our plants as accurately as possible, there may be subtle differences from what is displayed online. If not stated otherwise, all pictures of the plants are representative of size and appearance. Please note that each plant is unique; size, shape and/ or variegation fluctuate depending on cultural conditions. No rights can be derived from the pictures on the product page. All measurements are indicated as a range in 'SIZE' section on each product page. When we offer individual plants for sale, and a specific selection is possible, it will be very clearly indicated.
  • My plant arrived damaged, what do I do?
    We only ship healthy and carefully inspected plants. We also do our best to pack them as securely as possible. This does not mean that accidents during shipping don't happen for various reasons. If for whatever reason the plant you receive looks unhealthy or does not meet your expectations, we will be happy to issue a full refund, replace it (stock allowing), or exchange it. Our customer service will contact you as soon as possible after receiving your message and we will do our best to solve any possible issues together, so that you receive a satisfactory resolution to your complaint. ​ GUARANTEE Our guarantee lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or a replacement. To be eligible for a return or exchange within the 28 day guarantee period, your plant must be not tampered with (no roots/ stem/ leaves cut, plant needs to be in the same substrate and the same pot we sent it in, no chemical treatments applied to the plant) and in the same condition that you received it. It should also be shipped back the original packaging. Please note that re-potting your plant within the 28-day guarantee period will void the guarantee. ​ If, however, after the receipt, you are not happy with your order for any reason, or if the plant arrived damaged you need to let us know as soon as possible after its receipt. Depending on the situation and the plants, we will either ask you to send it back, we will issue a refund or we will provide replacement plants. If we ask you to return your plant, the refund will be processed after the receipt of the plant. The payment will be returned to your original method of payment. Please note that it may take up to 5 working days for the money to be visible in your account, this is not dependent on us, but on the payment provider. ​ To return your plant, you should email us at hello@foliage-factory.com . It is very important that we are notified of the package being returned to us, simply so that we don't miss it. ​ Any fertilizers and/ or substrates that have been opened, will not be eligible for return and/ or return. ​ TRANSPORT-DAMAGED PACKAGING OR GOODS: If the plant or any other product has been badly damaged in transport due to obvious 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. We will do our best to sort out any problems as soon as possible. All our parcels are insured. If anything gets damaged in transport, we will do our best to replace it (if stock allows) or to refund its price. ​ Please note, it’s natural for plants, which are living organisms, to show minor signs of stress or cosmetic damage after transport. ​ ​
  • Do you ship your plants with a pot?
    Yes, all of our plants are shipped in a nursery pot. Please note that if the plant is re-potted within our 28-day guarantee period, it will not be eligible for a refund/ exchange.
  • Do you accept returns?
    Of course. Please refer to our Return & Refund Policy and Guarantee sections. If anything remains unclear, please contact us at hello@foliage-factory.com
  • How should I care for my plant after receiving it?
    Please, refer to the After purchase page. If anything should remain unclear, don't hesitate to contact us at hello@foliage-factory.com, we are happy to help with advice and information.
  • Should I re-pot my plant after receiving it?
    We do not advise re-potting of your plant after you have received it. Also, lease note that re-potting your plant within the 28-day guarantee period will void the guarantee. Please give your plant the time to acclimate to its new home. Re-potting the plant and changing its medium soon after transport is adding unnecessary stress. Checking the roots very carefully, if necessary, is OK. We send plants with enough substrate, so that they can keep growing in the medium they have been propagated in, without added stress. After a month, or when the plant shows signs of new growth (new roots or new leaves), so when the plant has adjusted to the new environment, you can decide whether you would like to re-pot it. We still advise doing so, only if absolutely necessary.
  • How can I participate in your reward program?
    You can earn points for shopping with us, meaning you earn 1 point for every 1€ spent. You do need to create an account with us to collect and redeem points. Your points can be redeemed for free products or discounts on a purchase. You can find out more on our Loyalty Program page.
  • Are you on social media?
    Apart from Pinterest, not anymore. We are very busy with our work and family-life and social media can be very time consuming. We also like to believe that life and work are still possible without social media.
  • Where can I find and/ or add a review of your shop?
    We have recently started collecting reviews on Trust Pilot, and you are welcome to browse through them HERE. Every customer who makes a purchase with us is automatically sent a request to review their experience a few weeks after the order has been fulfilled.
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