PAYMENTS + SHIPPING + RETURNS
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GUARANTEE
We guarantee healthy and happy plant delivery. If your plant arrives in a poor condition or damaged, we will replace it or refund the amount you have paid for it. Our guarantee lasts 28 days from the day of delivery. 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.
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. Plants are living organisms and it is not unusual for small cosmetic damage to occur during transport.
All plant 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.
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.
If you have any doubts or concerns regarding the plant you have received, please contact us as soon as possible. Every issue can be sorted out and we are here to help if any problems arise.
RETURNS & REFUNDS
If 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 plant, there are multiple solutions that we may offer:
- we will issue a refund, or
- we will provide a replacement plant, or
- we will ask you to send the plant back and issue a refund upon its receipt.
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.
If you have any doubts or concerns regarding the plant you have received, please contact us as soon as possible. Every issue can be sorted out and we are here to help if any problems arise.
Please note that in case of a refund, 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 or fill in the form at the bottom of this page. 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.
Please note that due to the perishable nature of the cuttings, our cutting boxes are non-refundable and the 28-day guarantee guarantee period does not apply for cuttings.
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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. 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.
PAYMENTS
MINIMUM ORDER VALUE:
Please note that we require a 25€ minimum value to process your order.
ACCEPTED METHODS OF PAYMENT:
We accept the following methods of payment:
1. Credit cards, Debit cards, PaySafe Card
2. Bank transfers: Sofort, Giropay, Ideal, Sepa, Bancontact, MyBank
3. Apple Pay
4. Paypal
5. Klarna
For more information, please visit our Payment methods page.
SHIPPING:
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FULFILLMENT TIME:
Our current fulfillment time is ca 5-7 working days, within or after which your order should be shipped.
Important : If temperatures are too low or too high, we may have to postpone the shipping.
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.
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WEATHER AND SHIPPING:
We do not ship if the temperatures are under 0°C or over 29°C. If the day or night temperatures are outside of this range, we will postpone your order until they have improved. In cold temperatures we add a 72h heatpack free of charge to your order.
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
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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. You can track your order HERE.
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SECURE 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, in a nursery pot which can be re-used. All plants are carefully secured not to move in the package and the medium is wrapped to avoid it from spilling. Plants which require more humidity to thrive in, will be shipped in an enclosed container to keep the humidity high during travel. Please note that if the plant is re-potted within our 28-day guarantee period, it will not be eligible for a refund/ exchange
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SHIPPING DESTINATIONS:
Currently we ship only within the EU.
Switzerland customers: we had to temporarily stop shipping to Switzerland because of very long lead times at customs. We are workingon resuming of the shipping to Switzerland as soon as possible.
Cyprus, Malta, Canary Islands customers: because of very long shipping and border control times we are currently unable to offer safe shipping of living plants to your locations. We are working on finding solutions for this.
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SHIPPING RATES AND DELIVERY TIME ESTIMATES BY COUNTRY:
The delivery time will depend on the country you're in, please see the estimated delivery times below. foliage factory use all reasonable means to ensure that your order is delivered within a specified time, however 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 and offer a solution if any problems arise.
The estimated shipping time relates to the transport time only. Our current fulfillment time is ca. 5-7 days from the order receipt unless the aforementioned temperatures are out of range.
FREE SHIPPING for orders over 75€ to Germany, and for orders over 150€ to all other countries.
COUNTRY
SHIPPING & PACKAGING COST
ESTIMATED SHIPPING TIME
Austria
Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Hungary
Ireland
Italy
Latvia
Lithuania
Luxemboug
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
The Netherlands
€13.95
€6.95
€32.95
€32.95
€14.95
€19.95
€29.95
€19.95
€16.95
€6.95
€13.95
€24.95
€16.95
€24.95
€24.95
€16.95
€13.95
€16.95
€29.95
€16.95
€24.95
€16.95
€24.95
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€6.95
3 - 4 business days
2 - 3 business days
5 - 6 business days
5 - 6 business days
3 - 4 business days
3 - 4 business days
5 - 6 business days
4 - 5 business days
3 -4 business days
2 - 3 business days
3 - 4 business days
4 - 5 business days
3 - 4 business days
4 - 5 business days
5 - 6 business days
3 - 4 business days
3 - 4 business days
4 - 5 business days
5 - 6 business days
2 - 3 business days
3 - 4 business days
4 - 5 business days
3 - 5 business days
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2 - 3 business days