PAYMENTS + Shipping + Returns

 

PAYMENTS

ACCEPTED METHODS OF PAYMENT:

We accept the following methods of payment:

- credit/ debit card (provider: Stripe)

- bank transfer (provider: Giropay/ Germany)

- Klarna

SHIPPING POLICY

POSTAGE DAYS:

The next shipping date is always announced on our home page.
Most parcels are posted on Mondays and Tuesdays to avoid plants getting stuck in transit over the weekend.

SHIPPING DESTINATIONS:
We ship Worldwide,


CARRIERS:
We use UPS for both standard and express shipping.
If you'd prefer for your order to be shipped with someone else, please contact us.

Shipping rates are available to view here.

SHIPPING TIME:
The shipping time will depend on the service you choose at checkout. foliage factory use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control or related to the shipping company. We will do our best to inform you of any unexpected delay.


TRACKING:
All the parcels are tracked and you will receive your tracking number with your shipping confirmation as soon as the parcel has been posted.

WEATHER AND SHIPPING:
We do not ship if the temperatures are under 5°C or over 27°C. If the day or night temperatures are outside of this range, we will postpone your order until they have improved.

You can always request a shipping delay, if you would rather that the plants are shipped when the temperatures improve or if you are worried that temperatures in your area may influence the condition of the plants. We are happy to hold on to your purchase for as long as needed.


SECURE & GREEN PACKAGING:
Before being shipped, all the plants are carefully inspected, cleaned and pruned, if necessary.
We ship all plants with their roots in medium they have been grown in, wrapped in a plastic bag or a plastic pot made of recycled materials, which can be re-used.
The rest of the plant is carefully wrapped in a corrugated cardboard tube and then secured with cushioning with recycled tissue paper inside the box.
We do not use any additional plastic wrapping or cushioning, we use recycled tissue paper, recycled cardboard packaging and paper tape.

DAMAGED PACKAGING ON ARRIVAL:
Please take detailed pictures of the packaging if it arrives damaged and send them to us as soon as possible after the receipt of the parcel. Please, refer to our Return Policy and  Terms & Conditions.

SHIPPING RATES:

DOMESTIC (Germany)


Standard shipping:

UPS (1-2 business days) €8.00


Express shipping:
UPS (next business day) €13.00

 

ZONE A
(Austria, Belgium, Czech Republic,  Luxembourg, Netherlands, Poland)

Standard shipping:

UPS Standard (2-3 business days) €15

 

Express shipping:
UPS Express (guaranteed delivery on the next business day) €35.00

 

ZONE B
(Croatia, Denmark, France, Hungary, Italy, Romania, Slovakia, Slovenia)

 

Standard shipping:

UPS Standard (3-5 business days) €15

 

Express shipping:
UPS Express (guaranteed delivery on the next business day) €35.00

ZONE C
(Bulgaria, Cyprus, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Malta, Portugal, Spain, Sweden)

 

Standard shipping:

UPS Standard (4-5 business days) €19

 

Express shipping:
UPS Express (1-2 business days) €38.00

ZONE D
(Andorra, The Channel Islands, Norway
*, San Marino, Switzerland, United Kingdom*)
 

Standard shipping:

UPS Standard 2-4 business days) €22

 

Express shipping:
UPS Express (1-2 business days) €40.00

ZONE E*
(Canada, China, Hongkong, India, Japan, Mexico, Russia, Turkey, Ukraine,  UAE,  USA)


UPS Express (1-2 business days + customs processing time) €70 + €30/ phytosanitary cerificate

ZONE F*
All countries not mentioned in any of the zones above

 

Express shipping:
UPS Express (1-2 business days + customs processing time) €90 + €30/ phytosanitary cerificate

* all countries outside of the EU and Switzerland will require a Phytosanitary Certificate to be issued by our local plant protection authority. Cost of the certificate will be included in your shipping rate at checkout.

Please note, it may take up to two weeks from your purchase for a phytosanitary certificate to be issued by the authority. You will be kept informed about the process at all times after the purchase and you will be notified once your plant has been shipped.

We are and cannot be held responsible for any delays at your country's customs' offices. The phytosanitary certificates we include with our plants are not issued by us, but by a German Plant Protection Office, according to the current guidelines. If your shipment is delayed due to the customs' checks, we won't be able to influence its time of delivery.

 

Return & Exchange Policy

PLANTS WE SELL

We only ship healthy and carefully inspected plants. All our plants are rooted, unless stated otherwise. If you purchase a cutting, this will not be rooted. 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 not tampered with (no roots/ leaves cut, plant needs to be in the same substrate we sent it in, no chemical treatments applied to the plant)  and in the same condition that you received it. It must also be in the original packaging.

REFUNDS

If you are not happy with your order for any reason, you need to send it back to get a refund within 14 days of the receipt of the plant.

To return your product, you should email us at hello@foliage-factory.com or fill in the form below. It is very important that we are notified of the package being returned to us, simply so that we don't miss it.

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 to us in its original packaging and wrapped equally carefully. The payment will be returned to your original method of payment.

We will gladly organise the return for you and send you a return shipping label, If you wish, the package will be picked up from you at your requested day/ time/ location by our shipping provider.

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. If the plant you have received does not reach your expectations, we will be happy to accept its return and organise a courier pick-up for you.

 

We are also more than happy to give you some advice on how to get your plant back on track, just drop us a message wiith your concerns.

 

Shipping plants is a stressful process for them. We do our best to wrap the plants as carefully and securly as possible, however once the packages leave 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.

 

CANCELLATION/ REFUND FORM

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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