customer service

Shipping and delivery

On this page you will find information about the delivery and shipment of your order, including care of plant transportation, track & trace troubleshooting, expected delivery times, delivery partners, tracking your order and dealing with incomplete deliveries.

Frequently Asked Questions

Country Shipping costs Delivery time working days
Netherlands €4,95 1-2
Belgium €4,95 1-2
Germany €6,95 1-2
Luxembourg €9,95 1-2
Austria €14,95 2-3
France €14,95 2-3
Italy €14,95 2-3
Spain €14,95 2-3
Poland €14,95 2-3
Denmark €29,95 2-3
Europe €29,95 3-5
United Kingdom (UK) X X

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.

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

The average delivery time is 1 to 2 business days, if items are immediately in stock. Items not in stock take a little longer to arrive. We make every effort to meet the promised delivery time. If this unexpectedly fails, we will notify you. After your order you will receive a track & trace code. Keep an eye on it for the most current information.

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.

We ship all our orders via our delivery service: DHL. Once your order reaches us, we will create a Track & Trace code which you will receive together with the order confirmation by email. This Track & Trace code can be entered via this link together with your postal code. DHL will then give you an update on the whereabouts 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.

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.

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.