Frequently Asked Questions (FAQ)

Welcome to our FAQ section! Here you will find answers to the most frequently asked questions about ordering, delivery, care and much more. If you have any further questions, our customer service is always available to help.

Order and Delivery

How long does it take to deliver my order?

The delivery time is usually 2-5 working days within Germany. For orders abroad, the delivery time may be a little longer. As soon as your order has been dispatched, you will receive a tracking number by email, which you can use to track the status at any time.

Is it also possible to deliver outside of Germany?

No, unfortunately that is not possible at the moment. We are working on it!

What shipping options are available?

For our CO2-neutral shipping we offer you the following shipping options:

Standard shipping : 2–5 business days

Scheduled delivery : delivery on a specific day (on request)

How much are the shipping costs?

Our shipping costs depend on the order value:

Orders under 100 €: 6.95€ shipping costs

Orders over 100 €: free shipping

Can I change or cancel my order later?

Orders are processed immediately, so changes or cancellations are only possible within the first 2 hours of receiving the order. Please contact us as soon as possible if you would like to make any changes.

What happens if my order arrives damaged?

We package our plants carefully, but if a plant or product arrives damaged, please contact us within 48 hours with photos of the damage. We will investigate your case and offer you a replacement or refund.

payment

Which payment methods are accepted?

We offer the following payment options:

credit card (Visa, Mastercard, American Express)

PayPal

Klarna (invoice & installment purchase)

SEPA direct debit

Apple Pay / Google Pay

How does purchasing on account work?

With Klarna you can only pay for your order after receiving the goods. You will receive the invoice by email and have 14 days to transfer the amount.

plant selection and care

Are the plants safe for pets?

Some plants are toxic to pets. Look for the "pet-friendly" label in product descriptions or ask our customer service for advice.

How often do I need to water my plant?

This depends on the type of plant. You can find specific instructions in the product description. Our blog also offers care instructions for different types of plants.

What can I do if my plant gets brown leaves?

Brown leaves can have various causes, such as too little or too much water, dry air or a lack of nutrients. Check out our care instructions or contact us for individual advice.

Return and Revocation

Can I return my order?

Yes, you have a 14-day right of withdrawal and can return your ordered plants to us at any time within this period.

However, for sustainability reasons , we ask you to carefully consider whether a return is really necessary. Plants are sensitive living things and every transport puts additional strain on them.

What can I do if I am not satisfied with the quality of the plant delivered?

Our plants undergo a strict quality control before shipping to ensure that they arrive healthy and in the best condition. If your plant does not meet your expectations, please contact us using our contact form - together we will find a solution that satisfies you.

If you would like to return your plant within the scope of the right of withdrawal, please proceed as follows:

Contact us : Contact us using our contact form (see below).

Documentation : Tell us the reason for the return. If it is a complaint , please send meaningful photos or videos. This will help us to further improve our processes.

Receipt of the return label : After checking your request, you will receive a return label from us, which you can simply stick on the package.

Safe packaging : Please pack the plant carefully – ideally in the original packaging – to avoid transport damage.


Once we receive and inspect your return, you will either receive a refund or a replacement shipment . We do our best to make the process as quick and hassle-free as possible for you.

Evergreen and exchange guarantee

How does the "Evergreen Guarantee" work?

If your plant dies despite all the care, you can get a free replacement plant under our Evergreen Guarantee . Here's how it works:

Contact us : Contact us via our contact form (see below)

Documentation : Please send us clear photos or videos of the affected plant - this will not only help us to examine your case, but also to further improve our care instructions and shipping conditions.

Receipt of the replacement plant : After successful testing, we will send you a new plant – free of charge, of course.


Important information about the Evergreen Guarantee:

▪ You are entitled to a one-time new delivery of the same plant (if available) or, alternatively, to an equivalent plant of the same category if the original type is no longer in stock.


▪ If you have already requested two replacement deliveries for different plants within 12 months , we will check whether there is a possibility of improper care . In this case, we reserve the right to no longer grant the guarantee.

How does the "exchange guarantee" work?

Would you like to beautify your home with a new plant? With our exchange guarantee, you can easily exchange your plant for a new one from the same price category . Please note that exchanges are only possible within the same category .

Cost:

▪ One free exchange per year (every 12 months, any number of plants at the same time)

▪ Additional exchanges within 12 months : 6.95 € logistics costs per exchange


procedure_

Contact us : Contact us using our contact form (see below).

Documentation : Please send meaningful photos of your current plant

Choose your desired plant: Tell us which plant in the same price category you would like to exchange for.



Shipping & Returns : We will send you your new desired plant . Please pack your current plant carefully - ideally in the original packaging - and send it back to us.


We are pleased to offer you a flexible and uncomplicated plant experience with our exchange guarantee!

subscription model

Can I cancel my all-round carefree subscription?

Yes, your subscription can be cancelled at any time at the end of the month after a minimum term of 12 months. This can be done easily via your customer account or our customer service.

What happens to my plants after termination?

After termination, the plants will of course still belong to you and you can enjoy them undisturbed. They will remain an integral part of your home and your green oasis.

Please note, however, that if you cancel your subscription, you will no longer be entitled to the Evergreen and replacement guarantee . If you have any questions about how to continue caring for your plants, we will of course continue to be available to give you helpful tips!

Customer Service and Contact

How do I contact customer service?

▪ Email: hello@my-planterix.de

▪ Contact form

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