Customer Service

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.

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.

Unfortunately, pickup is not possible. We are an online shop and do not offer a pickup option, as this would disrupt our logistical work process.

Also, it is not possible to preview the plants. To ensure that you are satisfied with your order, we always perform a quality check before the plants are shipped. In addition, we provide very careful packaging so that the plants arrive to you in top condition.

Still have questions? Feel free to contact us!

It is best to leave plants in their packaging for as short a time as possible. Preferably take them out of the box immediately, give them plenty of light and make sure they stay moist. This will keep the plants healthy and in good condition.

Visit our care tips page. Here you will find all information on how to care for your plant. View all care tips >

Simple instructions for planting your pond plants, whether you use individual plants, oxygen plants or plants in baskets. Pond plants planting >

Looking for a maintenance-free pond? Simon van der Velde is your go-to pond specialist with 35 years of experience and 10,000+ projects worldwide. Cut through the maze of pond advice and get clear, honest tips. Our mission: to connect you with nature. Find out here and start your journey to a natural pond. Discover everything on our pond advice page

If you choose the right package that matches the size of your pond AND your pond is properly set up, it will be balanced within a few weeks. A properly set up pond includes:

• A layer of substrate at the bottom for proper rooting of pond plants.
• Useful pond bacteria to keep the water balanced.
• Plenty and different kinds aquatic plants.

Note that plants only grow during the growing and flowering season (approximately from April to September). If you order plants in December, you can place them in the pond ahead of time. Although they don't start growing until April, they will already have a head start by then because they are accustomed to the pond environment.

Want to make sure your pond is set up properly? Check with the pond check. If your pond is set up correctly, you can be rid of your pond problems within weeks during the growing season!

Still have questions? We are happy to help you out!