Ordering & Payment

Can I add something to my existing order?

No, we are no longer able to add products or make other changes to existing orders.

Can I combine my orders to save on shipping?

No, we are no longer able to combine existing orders.

I made a mistake in the delivery address. What can I do?

Please contact our customer service at support@plantcircle.co immediately. We can only handle changes as long as the order has not been shipped, so requests need to be made on the same day the order was placed. The request has to be received during our office hours (Mo-Thu 9-17 and Fr 9-15) and have the subject line “Address change for order no. #xxxxxx” in order to be dealt with. 

Please note that, if a parcel cannot be delivered and is returned to us due to a mistake in the delivery address, Plant Circle is not responsible for the additional costs associated with sending the parcel again.

Can you ship my order at a later date?

No, we can no longer put orders on hold.

Where are orders dispatched from?

In order to ensure the best quality and shorten the transit time for plants, we no longer bring them to Berlin from around Europe to be packed here in our own warehouse, but instead we ship them directly from our growers in the Netherlands.

Will I receive an invoice for my order?
You will automatically receive an order confirmation email once you place your order. If you need an invoice, please contact our customer service at support@plantcircle.co.
Can I cancel my order?

Yes! However, we can only accept cancellations made on the same day the order was placed. The request has to be received during our office hours (Mo-Thu 9-17 and Fr 9-15) and have the subject line “Cancel order no. #xxxxxx” in order to be dealt with.

Shipping & Collection

What countries do you deliver to?
We ship to all countries in the European Union plus Switzerland.

We do not ship to overseas territories.

We no longer ship plants to Norway or the UK.

How much does the shipping cost?
Delivery costs are based on the total weight of your order and are automatically calculated in the cart.

Please kindly place the products you want to buy into your card and click on “checkout” to get a quote for shipping.

We offer free delivery in Germany for orders above 60€ and EU above 100€.

What couriers do you use?

All orders (except for French) ones are shipped via PostNL, who hand orders over to their partner courier services in the specific delivery country. In Germany, this is Hermes. All orders to France are shipped via GLS. 

 

How long will the delivery take?

We understand your anticipation to embrace your new green companions, and we’re here to shed light on our processing times. Typically ranging from 1 to 7 days, we ensure a smooth journey from grower to your doorstep. While the majority of orders dance into processing within two days, unique situations may occasionally extend this period. It’s important to note that our plants embark on their journey from the lush gardens of the Netherlands, and the swiftness of their voyage is contingent upon the grower’s preparation and transit to our packing hub. Rest assured, less than 10% of orders extend to 7-10 days, as we prioritize bringing botanical bliss to your world promptly. Your patience is valued!
Once it is shipped, the following average times apply:

 

Countries Shipping times (working days)
Austria 3 to 5
Belgium 1 to 2
Bulgaria 4 to 6
Croatia 5 to 8
Cyprus 4 to 6
Czech Republic 3 to 6
Denmark 2 to 3
Estonia 4 to 6
Finland 3 to 6
France 2 to 4
Germany 2 to 3
Greece 3 to 6
Hungary 3 to 6
Ireland 2 to 4
Italy 2 to 5
Latvia 3 to 6
Lithuania 4 to 6
Luxembourg 1 to 2
Malta 3 to 6
Netherlands 1 to 2
Poland 2 to 4
Portugal 3 to 5
Romania 3 to 6
Slovakia 3 to 6
Slovenia 2 to 4
Spain 3 to 5
Sweden 2 to 5
Switzerland 3 to 4

 

In isolated cases delivery might take longer. If your order has not arrived within 10 working days after it has been shipped please contact us at support@plantcircle.co.

How do you package plants?

All plants are carefully packaged in cardboard boxes which were designed specifically for shipping plants and prevent them from  moving around in the parcel and potentially damaging their precious foliage. In winter, we add heatpacks as well as insulating material to our packaging, so the plants won’t freeze in colder weather. This is why shipping durng the colder months might be more expensive.

 

However, even though we use special packaging during winter, we might pause shipping should temperatures drop below 5 degrees Celsius, since then it is too cold to ship tropical plants, even with the right packaging. 

My tracking number doesn’t work, what can I do?

First allow up to 2 days for your tracking number to be activated upon receiving it. 

PostNL as well as us will send you an email with a tracking link once your order has been dispatched, which however in some cases only works until PostNL have handed over their parcel to the courier service in your particular country. You will then be able to track your parcel further with the tracking number provided under “follow the parcel abroad” on your individual PostNL Track&Trace tracking page. German parcels, for instance, are handed over to Hermes. Please note that all French orders are shipped via GLS.

Should your tracking link not work on either PostNL or your national courier’s website, please contact support@plantcircle.co and we will gladly assist you! 

I want my order to be delivered on a certain date. Is that possible?
While we can influence when we ship orders, the delivery process is in the hands of our couriers, so we cannot guarantee the delivery on a certain date. However, DHL offers a delivery on a specific date, which you can choose in the tracking information once you have received the tracking number. If your parcel was shipped via UPS, you will have to be registered with them in order to have this option.
My order is still in transit, can you give me an update?
A confirmation email with a tracking number is automatically sent when your order has been shipped. Please refer to the tracking link for all shipping updates and allow at least 24 hours for tracking updates.

Plant Circle is not able to investigate the location of your shipment. If your order is in transit longer than expected, we kindly ask for your patience until the order is delivered. If your order has not arrived within 10 working days after it has been processed please contact us at support@plantcircle.co

Also if there are any issues with your order after delivery, please contact us and we will be happy to help you with your order.

Covid-19 Note: due to the current pandemic, DHL has stated that tracking updates can take up to 5 days, additionally any investigations into packages by the receiver will take at least 10 days to be addressed.

My parcel could not be delivered and is being returned to Plant Circle. What to do now?
There can be several reasons for parcels getting returned. We will always contact you as soon as we receive a return. 

If a parcel was damaged by the courier during the transport process, it will be returned to us instead of being delivered. In this case, we will inspect the state of the products upon receiving them. If they are fit to be shipped again, we will dispatch them again as soon as possible without any costs occurring for you. 

If a parcel cannot be delivered and is returned to us due to a mistake in the delivery address, Plant Circle is not responsible for the additional costs associated with sending the parcel again. 

It is the responsibility of the customer to accept the delivery of a parcel or pick it up at an acceptance point. If a parcel was returned to us because it was not picked up from a parcel shop, post office or Packstation in time, the customer will bear the damages that might occur to the plants during the long time in the parcel.

Can I pick up my order at the store?

As our orders are shipped directly from the Netherlands and we do not have a Plant Circle store, this is unfortunately no longer possible.

Returns & Complaints

I want to return a plant. Will I receive a return label from you?

We do not offer free returns. The customer bears the cost if they decide to return the products. 

Please contact our customer service at support@plantcircle.co before sending your return. We will provide you with a return address as well as additional information on the process.

What if my plants arrive damaged?
We will always gladly accept claims for damaged orders. When contacting us regarding these claims, please be sure to include the following:

– Include your order # in the subject,

– attach multiple images of the product in question,

– thoroughly explain the state of the plant, care you gave it and any extra information you believe will assist us in addressing your claim.

Once we have received your email we will begin a claim assessment immediately and will respond to you as soon as this assessment is completed. Please be patient whilst we carry out your assessment. As these claims can often be complex (due to the nature and scope of plant related problems) the response time may be longer, however we will definitely respond as soon as the assessment is complete and do our best to find the best solution that will work for you. We thank you for your patience whilst we address your concerns.

What can I do if an item I ordered is missing from my parcel?
If you are missing one of the products you ordered upon delivery, please contact our customer service at support@plantcircle.co as quickly as possible. Please include pictures of the parcel and packaging with your email.

We will ask you to fill out an affidavit on the missing items and will provide you with a form as soon as you contact us. 

Once we have received the required information and documentation, we will send the missing product to you as soon as possible or refund you, should the item not be available anymore.

Products & Services

My wishlist product has sold out. When will this item be back in stock?
We restock on a regular basis and most items that are listed as out of stock will soon be restocked. We are unable to provide exact dates for restocking but offer an email notification when an item is restocked.

To sign up for the restocking mailing list please visit the product page and Insert your email in the field provided at the bottom of the product page. You can do this for multiple products.

If after receiving an automated notification email, the product is still listed as out of stock this unfortunately means you have missed out. We encourage you to add your email again for the next restocking of the item as each time an item is restocked the notification list is cleared.

Can you reserve an upcoming plant for me?
Whilst we would love to put plants on hold, this is not something we do. Plant Circle sells on a first come first served basis.
I am looking for a plant that is not listed online, can you help me?
All plants available currently are listed on the online store. We love to hear what types of plants you’re longing for but unfortunately we don’t have the capacity to source single plants on demand. Reach out via email or social media to let us know your dream plants.
Do you sell wholesale?
No, we do not offer wholesale plants.

You are welcome to purchase from us for your business, however we are not able to refund VAT or offer special wholesale prices.

Do you offer plant installation and design services?
Yes, we do! Please contact us at hi@plantcircle.co and tell us about your project.
Do you offer gift cards? How can I use a gift card for my purchase?
Yes, we do!

You can buy gift cards in our online store via this link: https://plantcircle.co/product/gift-card-2/

When purchasing a gift card online, you have two options:

  1. Use the recipient’s email on the product page, where it says “to…”, which will immediately inform them that they have been given a gift.
  2. Use your own email address if you don’t want the recipient to know yet. That way, you give the gift voucher when you choose.

The gift card code will be sent to the provided email address as soon as the order has been placed.

Please note that you don’t receive an actual physical card when you purchase gift cards online, only a voucher code.

How can I subscribe to your newsletter?
A pop-up window will appear on our website in which you can sign up for our newsletter as long as you are not logged in as a user. If the pop-up does not appear for you, please contact our customer service at support@plantcircle.co and we will gladly subscribe you manually.
Can I reach you via phone?
At the moment we offer support via email only but we endeavour to get back to emails within 48 hours. Please send us email to support@plantcircle.co.

I have questions regarding my order that aren’t covered here.

No problem! Please send email to support@plantcircle.co and we will gladly advise you!