Our plants are shipped as plugs, these are young plants consisting mainly of primal roots and the occasional single leaf. This is because the roots are the most important thing about the whole plant. Roots determine strength and growth. When these plugs are placed in the pond, they will grow into stronger and healthier plants, than when a larger plant is planted in the pond, which has to switch to a new habitat. Our plants are always supplied without flowers. This is to preserve the strength of the plant and eliminate the risk of damage during transport. Plants are packed by us dry, which means that the plant will only start to sprout at the moment it is placed in the pond. The advantage of dry packed plants is that they can be shipped without damage during transport. Sometimes the plug, as the small plant is called, contains a brown leaf on the outside. We always leave this leaf on to protect the growth core.

We work together with DHL. Once your order leaves our door, you will receive a track & trace code that allows you to track your package. DHL makes an attempt to deliver the package on the specified shipping date. Are you not at home? Then the courier will try to deliver it to your neighbors. If this also fails, the package will be taken to the nearest DHL service point. Here it remains for you to pick up for 5 days. DHL always leaves a bill with instructions. Also via the track & trace code you can see where your package can be picked up.

At checkout of your order, you can specify a desired delivery date. We will do our best to deliver it on the desired date.

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.

https://www.dhlecommerce.nl/en/my-dhl-app

Your order has been well received and everything is going well. If your order in the DHL app shows "not yet received" or "processed", it means we are slightly behind in processing your order. Our apologies for this!

Your order will come your way as soon as possible.

The Track & Trace information will be sent to you as soon as DHL further processes the package at the depot. If your package is already on its way according to the track and trace and you have questions about the delivery date or delivery time of your order, it is best to contact DHL directly. This can be done via DHL Customer Service.

https://www.dhl.com/us-en/home/customer-service.html

If there are delays due to DHL's busy schedule, you don't have to worry about your plants! We always pack them carefully so they always arrive beautifully!

If you would like to make changes or have specific delivery requirements, you can easily do so via the DHL App. Fortunately, you can arrange this yourself using the following link:

https://www.dhlecommerce.nl/en/my-dhl-app

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

If you have not received your package, but your track and trace code shows that it has been delivered and it has not been delivered to your neighbors, please fill out a DHL claim form and send it to our customer service. We will then submit a claim to DHL and provide you with a voucher that you can use to order again for FREE.

-> DHL claim form

Because of the size and weight of your order, it is divided into multiple packages. You may not receive your entire order at once. Usually the other packages are delivered no later than 48 hours as well.

If you would like to make changes or have specific delivery requirements, you can easily do so via the DHL App. Fortunately, you can arrange this yourself using the following link:

https://www.dhlecommerce.nl/en/my-dhl-app

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

Still haven't received everything after 48 hours of your first delivery?

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.

Want to receive your order on a specific date? No problem! While placing your order, you can simply enter the date you want to receive your package under "Desired delivery date". You will later receive a confirmation email with an update on the delivery. Don't worry, this means we have received your order and are holding it aside until your chosen time of delivery arrives.

Our packages are shipped from the Netherlands. For shipments to foreign countries, delivery may take a little longer than you are used to from Germany, for example. Although we use DHL Express and your package will be delivered via the fastest possible route shipped , there are factors such as border controls or local delivery schedules that may affect delivery time. Thank you for your understanding!