No shipping outside the EU and to Customs countries

Unfortunately, we do not ship plants to countries outside the European Union and to countries with strict customs rules for plant imports. This means that we do not deliver to the following countries:

• Switzerland
• Norway
• Iceland
• United Kingdom (UK)
• Liechtenstein

We also do not ship plants to countries outside of Europe.

We can, however, ship within the EU, where strict customs rules do not apply.

Our indoor and pond plants are carefully packed in recycled material so that they arrive to you safely and in good condition. We have tested various packaging methods and now use an optimal way that protects your plants during transport.

We ship pond plants as plugs: young plants with strong roots that are important for growth and vigor. Packed dry, they start sprouting only as soon as they are placed in the pond. Indoor plants are also packed tightly and can be several days in transit without problems.

Thanks to our careful approach, your plants will continue to grow into healthy and strong specimens that will last for years in your home (indoor plants) or pond (pond plants).

We ship all our orders with DHL. As soon as your order is processed, you will receive a Track & Trace code by email along with your order confirmation.

With this code, you can use this link and your zip code to easily see where your package is located.

Is your package traveling longer than expected? No worries! Our plants are carefully packed and strong enough to withstand a longer journey without any problems.

After you place an order with us, we unfortunately cannot make any changes, as the order is automatically forwarded to our packing department.

Before delivery, you can always make your own adjustments.

With the My DHL app, you have complete control over the delivery location and time, including for future DHL shipments.

Don't worry, your order was received properly and everything is going according to plan. Occasionally, your order may show up in the DHL app as "not yet received" or "processed." This simply means that we or DHL are in the process of processing your package. We apologize if this is taking a little longer than usual!

You will receive the Track & Trace information once DHL has further processed your package at their depot.

Want to know where your package is or when it will be delivered? Then check your Track & Trace code via the DHL app or contact DHL Customer Service directly for more information.

Don't worry about your plants!
Our plants are carefully packed and remain in top condition during transport, even in the event of any delays.

Want to make delivery changes?
Using the My DHL app, you can easily change the delivery location, date or time yourself. This gives you the freedom to have future shipments delivered exactly as you wish.

Thank you for your patience and trust!

If your Track & Trace code indicates that the package has been delivered, but you have not received it nor has it been delivered to your neighbors, we ask you to do the following:

1. Complete the DHL claim form.
2. Send the completed form to our customer service department.

As soon as we receive your form, we submit a claim to DHL. As compensation, you will receive a voucher from us with which you can re-place your order for FREE.

Click here to download the DHL claim form download.

Important:

Please complete the claim form within 2 weeks of the delivery date. This allows us to submit the claim to DHL on time.

Please note that if you complete the form later, we will no longer be able to submit a claim to DHL. In that case, it is unfortunately no longer possible to reimburse you in full.

Thank you for your understanding and cooperation!

For large orders packages are often split across multiple deliveries due to weight. Products such as pond substrate or Insta Clean are often shipped in multiple shipments due to weight, which usually results in them arriving several days later. No worries! The remaining part of your order will still follow.

Have you placed a small order and a product is missing? If so, please send a message with the following:

• Your order number
• A copy/photo of the packing slip
• Some pictures of the product in question
• A picture of the packaging

Our team will be happy to help you!

I'm sorry this has occurred! Could you send a message with the following?

• Your order number
• Copy/photo packing slip
• Some pictures of the product in question
• A picture of the packaging

Please note that without photos, we unfortunately cannot process your request.

Our packages are shipped from the Netherlands. For international shipments, delivery may take a little longer than you may be used to.

Although we use DHL Express and your package will be sent via the fastest possible route shipped, factors such as border controls, customs formalities, or local delivery schedules may affect delivery time.

Before we ship our plants, we carefully check them for quality. We deliberately leave brown leaves on to protect the plant during transport. These brown leaves serve as a natural protection and will fall off naturally, leaving a healthy, green plant.

In some plants, such as a tillandsia, brown leaves are a natural feature. The lower part of this plant always has a brown-gray color. Because these plants have a soft structure, they are a bit more fragile. Therefore, do not touch the plant too much to prevent the stems from coming off.

Mold can be caused by the sealed packaging in which the plant spent several days during transport. Although mold looks worrisome, it is actually an important source of nutrition for the plant. Mold will disappear on its own if you take care of the plant according to our tips. If you don't want to wait, you can simply remove the affected leaves. The plant will naturally form new, green leaves.

Read care tips for your plant on our care page so you can enjoy it for a long time. Still have questions after reading? Feel free to contact us.

The cork is always supposed to close properly, and we test this carefully before the product is shipped. However, it may happen that a cork does not fit perfectly right away. Here are a few tips to solve this problem:

1. Placement with rotation: Be sure to place the cork on the neck of the glass with a slight rotation. It is important that the cork is placed completely straight on the glass.
2. Natural variations: Cork is a natural product, which means it is not completely even on all sides. This can affect how the cork fits the neck.
3. Use water: If the cork still seems too small, you can apply a few drops of water to the cork. This will cause the material to expand slightly, which may cause the cork to fit better. Let the cork dry for a while before trying it again.
4. Try a few times: Sometimes it takes a few tries to find the right fit.

Should the cork still not fit properly after the above tips, please contact us. We will be happy to help you find a suitable solution.

Did you know that our Ecoworld plant terrariums are made from sustainable recycled glass that is hand-blown in Egypt? Because of this, each glass is unique and may contain special effects or small imperfections, such as air bubbles. These are not defects, but rather features of the handmade production process that add to the authenticity and charm of the product.

Don't worry about these small imperfections; they are absolutely not a sign of damage. Our glass is EU-certified and meets the highest quality and safety standards. The unique characteristics of the glass highlight the care and attention given to creating an eco-friendly and Fairtrade-developed product.

We hope you can appreciate these special details as evidence of craftsmanship and durability. Want to learn more about the unique features of our glass terrariums? Then take a look at our page: Ecoworld Terrariums.

Still have questions? Please feel free to contact us, we are happy to help!

Exceptionally, we may supply a different plant mix than shown in the product photo. This applies especially to bonsai, houseplants and mini plants for ecosystems. We do this to ensure that you always receive the finest and strongest plants.

Quality is paramount
Plants are living products, and their availability and quality can depend on the season or conditions during cultivation. To guarantee that you get a beautiful and healthy plant sent home, it may be necessary to provide an alternative that is at least as beautiful and of the same high quality.

Our aim
We always strive to deliver the plant mix shown in the product photo. However, on rare occasions there may be a slight variation. This is a deliberate choice so that you can be assured of plants that will last a long time and are in optimal condition.

Transparency
We also mention this option in our terms and conditions, so you know exactly what to expect. We hope you appreciate the care and attention we put into selecting your plant mix.

Do you have questions or are you curious about the care of your new plants? Feel free to contact us, we are happy to help!

Yes, you can! Although we pack and ship packages only on weekdays, orders can still be delivered on weekends by our delivery partners. The exact delivery day depends on when you order and your location.

No, unfortunately that is not possible. We are an online webshop and do not have a physical pickup location. All orders are carefully packed and shipped through our delivery partners to ensure you receive your products quickly and in good condition.

We unfortunately do not deliver to islands. This is a deliberate choice, as shipping to islands often encounters customs procedures and high import costs. This can cause deliveries to take considerably longer, increasing the risk of plants being damaged in transit or arriving in poor condition.

We understand that this may be disappointing, but we make this choice to ensure the quality of our products.

We take great care in packing your order to ensure that everything arrives to you in perfect condition.

• Plants: These are tightly secured and protected with special breathable packing material to prevent damage and dehydration during transport.
• Glass and fragile products: These are carefully packed with protective material such as bubble wrap and cardboard. Fragile items are also packed in extra sturdy boxes shipped.
• More delicate items: If necessary, we use additional reinforcement, such as packing chips or separate compartments in the box.

We work with reliable carriers who are experienced in handling our packages with care. This way we ensure that your order arrives in optimal condition!

If you are not home, the delivery person usually leaves a message. In many cases, your package will be delivered to a nearby pickup point, where you can pick it up at a later time. You will receive a notification about this via e-mail or the Track & Trace.

Delays can occur due to various factors, such as busy delivery service, bad weather or logistical problems. We always make sure that your package is delivered on time shipped, but unfortunately we have no influence on unforeseen delays during transport. Via the Track & Trace you can follow the status of your shipment.

To avoid disappointment, we recommend placing your order well in advance. That way, any delays are no cause for panic and you can receive your products on time.

Unfortunately, we can no longer modify or intercept your order. Once an order is placed, it is immediately scheduled in our nursery. Because we work with live plants and want to ensure quality, we have a quick planning and handling process.

We would like to kindly ask you to accept the package upon delivery. If a package is refused, this will involve high costs, part of which may be charged to you. Of course, we would like to avoid that.

For live plants, only a small portion of the value is refunded, as they often do not survive the return shipment.

For larger orders, such as high weight products (e.g. pond substrate), we split the delivery into multiple packages. We do this to prevent damage to both your order and the delivery driver's back during transport so that the products can be delivered to you safely. The missing packages usually follow shortly after the first delivery.