Customer Service

✨ Setting up a pond for the first time

The easiest way to get started is with a complete pond kit: it includes species that work perfectly together and naturally keep the water clear all year round.

Would you like to put together your own package? A good starting point consists of six components:

• Oxygenating plants – at least 5 to 10 plants per cubic meter of water. They purify the water and inhibit algae growth.
• Water lilies floating plants – ideally cover 50 to 70% of the water surface so that algae receive less light.
• Riparian and marsh plants – filter nutrients from the water through their roots.
• Pond substrate – 80 liters per square meter of pond bottom (= 10 cm layer). Use special Pond substrate, not potting soil.
• Plant filter – 160 liters per square meter of pond bottom (= 20 cm layer). Start with POND CARE to kick-start the biological filtration process.
• Bacteria (POND CARE) – promotes a healthy bacterial colony that biologically filters the water and keeps it clear.

🔢 How many plants do I need?

The easiest option is a complete pond kit: the quantities are already balanced so that your pond stays naturally clear all year round.

Want to do the math yourself? Here’s a rule of thumb per 1,000 liters of water:

• 5 to 10 oxygenating plants
• 1 water lily per 1 to 2 square meters of surface area
• 3 to 5 riparian plants – depending on the length of the bank

📏 Plants by water depth

A complete pond kit is the easiest option: the plants have already been selected to suit your pond type and work together to keep the water naturally clear.

• 0 to 10 cm deep (riparian zone) – Typha, Iris yellow, Mentha
• 10 to 40 cm deep (shallow water) – water lily (small), crabgrass
• 40 cm and deeper (deep water) – large Water lilies
• Free-floating – Ceratophyllum, Elodea oxygenating plants)

Do you have a deep pond without any designated zones? Stack the pond crates like a tower until you reach the desired height.

🎯 Plants for a specific purpose

• Oxygen and water filtration – Ceratophyllum, Elodea
• Shade and Algae Control – Water lilies Floating Plants
• Attracting birds and frogs – Typha, Iris yellow
• Bees and butterflies – Mentha, Butomus umbellatus
• Privacy along the shore – reeds, giant Typha
• Quickly establishing a pond – Elodea Ceratophyllum

🏊 Swimming pond or natural pond

A swimming pond or natural pond operates without chemicals or a filter. The balance is maintained entirely by plants.

The planted area should cover at least 30 to 50% of the total water surface.

🟢 Green or cloudy water

Use POND CARE to restore balance. Full results will be visible after 1 to 2 months.

🌾 Thread algae or biofilm

Use POND CARE to restore the balance over the long term. Manual removal also helps: regularly pull the strands out with a stick or a pond net.

🌑 Silt and mud on the bottom

• Use INSTA CLEAN to help sludge settle and break down.
• A pond vacuum physically removes coarse sediment.
• In the fall, remove as many leaves as possible using a pond net.

💨 The pond smells bad

A rotten or sulfuric odor indicates a lack of oxygen in the water, often caused by a thick layer of silt on the bottom.

🔍 I don't know what's wrong

The solution almost always lies in proper pond design: the right amount of substrate, bacteria, and plants.

🌊 New Pond start-up

Use POND CARE to get the biological filtration process started. Wait at least 2 weeks after filling the pond before adding fish.

💧 Treating cloudy or green water

🌿 Sludge, thread algae, or deposits

INSTA CLEAN is the right product for urgent problems: sludge, thread algae, green film, and cloudy water.

🌸 Help plants grow better

Bloom Boost is a specialized fertilizer for pond plants. Apply it from April through August. Place the tablets directly near the roots in the substrate.

🛠️ Regular maintenance

POND CARE is the most comprehensive maintenance kit. Add it twice a year: in the spring and in the fall.

🌸 Pond start-up the spring

Starting around mid-March, when the water temperature rises above 8 degrees Celsius:

• Add POND CARE – as soon as the water temperature remains consistently above 8 degrees.
• Prune plants – remove dead leaves and old stems.
• Remove leaves and debris – use a pond net or pond vacuum.
• Check the filter – never rinse the filter media with tap water.
• Feeding fish – don’t start until the water temperature consistently stays above 10 degrees.

❄️ Preparing the pond for winter

Starting around October, when the water temperature drops below 10 degrees Celsius:

• Trim the plants – prune them to about 10 cm above the waterline.
• Remove leaves – use a pond net.
• Feed the fish less —and stop feeding them if the water temperature drops below 8 degrees Celsius.

📍 Tracking code

As soon as your package is on its way, you’ll automatically receive a shipping confirmation email from DHL with a tracking number. Be sure to check your spam folder or the “Promotions” tab (in Gmail).

Plants are shipped Monday through Friday.

🏠 Not home on delivery day

Check the confirmation email from the carrier (DHL): it often includes a button or link labeled “other delivery options.” The DHL app offers the most flexibility.

🔍 Package missing or significantly delayed

If there is a delay of more than 5 business days after the expected delivery date, we will initiate an official DHL investigation. If the package is confirmed lost, we will send a free replacement or offer a full refund.

📅 Delivery date

Your delivery date is listed in your order confirmation and in your account under “My Orders”.

⚠️ Received damaged or defective

Report any damage within 3 days of receipt. Take photos of the damage, the product, and the packaging.

🍂 Plant isn't growing or looks unhealthy

The growing season begins on May 1: plants need at least 4 weeks to grow after being planted. It isn’t until June 1 that we can properly assess whether a plant is thriving or not.

🔄 Received the wrong item or an incomplete order

For larger orders, your order may be delivered in multiple packages. Please wait a moment to see if the second package is still on its way.

❌ Cancel order

Please contact us as soon as possible. Is the order already on its way? Always accept the package; if you refuse it, we cannot guarantee a refund.

🗺️ Change address or date

You can only make changes as long as the order hasn't been processed yet. Is the order already on its way? If so, you can try to make the changes yourself using the DHL app.

↩️ Returns

You may return products within 14 days, provided they are eligible for return. Due to their perishable nature, this does not apply to live plants and Pond substrate.

🔎 Order Status

Check your shipping confirmation (email) or log in to your account and go to “My Orders”.

🧾 Invoice and VAT

Your invoice is included in your order confirmation or in your account (PDF available for download). Unfortunately, we are unable to make changes to invoices.

📧 Didn't receive an order confirmation

Check your spam folder or the "Promotions" tab (Gmail). Do you have an account? If so, please also check your account at vdvelde.com.

🎟️ Gift card or discount code

Enter your code at checkout (in the “discount code” field). Does your coupon entitle you to free shipping, but isn’t it being applied automatically? Go back to step 2 in the checkout process and manually click “Free Shipping.”

💶 Shipping costs and delivery times

🌍 Do you ship to my country?

Please note: a surcharge applies to islands and remote areas.

🏪 Pick up order / visit

Our nursery does not have a retail space and is not open to visitors. Orders can only be placed through our online store.

💳 Payment methods

We accept iDEAL, Visa/Mastercard, PayPal, and Bancontact. You can view all available payment options at checkout.

🪴 Terrarium or houseplant

When plants die, it's usually because of too much or too little light, or overwatering caused by condensation in the terrarium.

Replacement plants and spare parts can be ordered separately in our online store.