Customer Service

customer service

Do you have a question? I'm happy to answer it!

Frequently asked questions and answers

Welcome to vdvelde.com! Where we believe that one connection to nature makes a world of difference. Once started as a traditional aquatic plant nursery, we are now a symbol of the fusion of knowledge, passion and tradition.
Learn more about us

For advice on ponds or plant care, you can easily find the answer on our advice page.

Do you have an in-depth question about a product? Then it's best to ask your question using the contact form below. This way we can put the question directly to the right product expert and you will get the best answer.

We ship all our orders via our delivery service: DHL. As soon as your order reaches us we create a Track & Trace code which you will receive together with the order confirmation by e-mail. This Track & Trace code can be found via this link DHL will give you an update on the location of your package. Is your package taking longer than expected? No worries! We pack our plants very carefully so they can handle a long journey without any problems.

If you placed your order today, your order will be packed and handed over to the delivery service the next working day. From the time the package is handed over by DHL, it takes 1-2 days until you receive the package at your home. Because we work with live products our processing time is fast and cancellation is often not possible.

For aquatic plants: It is advisable to keep your aquatic plant packed in a cool place (between 6 and 8 degrees), such as in a cool shed or in the refrigerator. This way you keep the plants in a kind of hibernation.

For plant gifts: Remove the plant(s) from the box until the time of giving. Make sure the plant is in the light and remains sufficiently moist. Plants from an ecosystem, for example, can easily stay good for a week in the sealed cups this way.

First of all, we apologize for the inconvenience. We are sorry that this has happened and will do everything we can to resolve it for you. In order to provide you with the fastest and best service possible, please do the following:

Reply to email received with:

  • Your order number
  • A copy or photo of the packing slip
  • Some pictures of the damaged product
  • A picture of the packaging

Please note: Unfortunately, without photos, we cannot process your report.

Once we receive the necessary information, we will do our best to provide you with an appropriate solution.

Thank you in advance for your understanding and cooperation.

First of all, we apologize for the inconvenience. We are sorry that this has happened and will do everything we can to resolve it for you. In order to provide you with the fastest and best service possible, please do the following:

Reply to email received with:

  • Your order number
  • A copy or photo of the packing slip
  • Some pictures of the damaged product
  • A picture of the packaging

Please note: Unfortunately, without photos, we cannot process your report.

Once we receive the necessary information, we will do our best to provide you with an appropriate solution.

Thank you in advance for your understanding and cooperation.

Customers who are subscribed to our online newsletter, receive a weekly email from us containing the actions of that moment. In this newsletter we mention when special products such as snails, mussels and lotuses are available again, but we also occasionally give away vouchers or discount codes. So keep a close eye on the newsletter.

Instructions and care tips

Tips, advice and substantial savings
I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.
Tips, advice and substantial savings
I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.
Tips, advice and substantial savings
I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.
Tips, advice and substantial savings
I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.