Support

Everything you need to know about The Plant Dynasty, our plants, shipping, payments and more, can be found here.

Frequently Asked Questions

Why do I pay a double shipping fee?

We try to put in as many plants as possible in one box. However, every box has its limits. According to the size of the plants in your cart our website will calculate how many boxes we need to ship out your complete order. When we need more than one box to ship your total order an extra shipping fee will be calculated at the check out. At the check out there will also be a notification visible telling you not all plants fit in one box. According to this, you can always alter your shopping basket.

Can I change my address after completing the order?

After your have finished your order we can only change the shipped address up to a certain point. Changing the address is only possible before we have processed your order*. At that stage we have not yet informed the nursery and shipping company. Changing your address in not a problem in that case.
Once we have processed your order or if your package has already been shipped out, making changes in the shipping address is no longer possible. The risks of changing an address are far too great. We apologies for the inconvenience.

If we notice an error in your address, or if we have doubts we will of course contact your before we process your order. As you could understand this might cause a little delay.

*If you want or need to change the shipping address please e-mail us directly after you have finalized your order in our shop. You can e-mail us on support@plantdynasty.nl. Please provide all the correct information, including your order number, at once to avoid delays. We bear no responsibilities for sort of delay or damage caused by an incorrect addresses being filled out at the check out.

Do I have a health guarantee on your plants?

We co-operate with some of the best nurseries in The Netherlands. Before your plant is shipped out the nursery will check the plant and will only ship out healthy plants. Therefore we offer a 14 day* health guarantee on all plants.

If you still think there is something wrong with your plant, whether you think the plant is not healthy, has suffered from transit or doesn’t meet the given standard regarding to pot size and hight as mentioned on the product page, don’t hesitate to contact us via support@plantdynasty.nl. Please always include: photo(s)/video(s) of the plant, a copy/photo of the packing slip and a photo of the box to your email. With this information we can evaluate the situation at best and find a solution soon. Delay in the process might occur if we don’t receive the right information at once. Or it can happen that we are unable to process the claim because we don’t have sufficient information. With the photos and information you have provided us we, together with the nursery, will decide the kind of damage and offer an appropriate solution. This decision is made exclusively by us and the nursery.

* The 14 day count starts on the day the delivery company makes the first attempt to deliver the product to your home. If a second attempt has to be made, or your package has to be send to a parcel shop for you to pick it up, these days will be deducted of the 14 day count. Therefore all claims have to be made in a written form by email, no later than 14 days after the first delivery attempt. If the customer has chosen to deliver the package at a parcelshop or it’s been delivered to a parcelshop, it must be picked up within 24 hours for the health guarantee to be applicable.

**Only damage that has occurred during shipping can be eligible for any sort of compensation. Any damaged that has been done by its new owner can never be a part of any compensation. We therefore recommend to leave the plant as it is, don’t touch it further before we’ve given a solution. If a plant has been cut, repotted or dealt with otherwise you loose any right of compensation. Compensations will not be given for reasons as ‘I changed my mind’ or ‘The plant doesn’t look the same as in the photo’ etc. 

Do I get the plant from the photo?

The photos shown in the shop are only as example. Of course we try our best to have accurate photos available. However the external condition of the plant may vary from the image shown in this page. We bear no responsibility for plants changing colors and size depending on the season. The seasonal growth changes of the plants are not considered faults or deficiencies.

Is a heat pack included?

A heat pack is not included in your package. For the winter time we advise you to look carefully at your local temperatures. When temperatures drop below 10 degrees Celsius it is not recommended to order a plant. Due to the temperatures the plant can get damaged or shocked. Of course you plant can bounce back from this, but it’s not the best start you can give your plant. When temperatures are low in your area we advise waiting for a bit, when temperature are better again. We bear no responsibility for plants that have suffered from cold damage during transit.

What are the shipping costs?

The shipping costs per country can be found below. Shipping costs can vary per country. The correct shipping costs will always be visible in your cart at the check out. Most of the plants we sell in our shop can be combined and shipped together in one box. When you have too many plants in your cart, or the plants are too big to combine an extra box is calculated. At the check out you’ll also see a notice about this. In that case shipping costs might be doubled. 

All plants are shipped from The Netherlands with PostNL. In some countries (other than The Netherlands) PostNL will deliver the package. In other countries PostNL might co-operate with other transit companies for delivery to your home. 

Country Shipping costs Free shipping
The Netherlands €6,99 €100
Belgium €8,99 €200
Luxembourg €12,99 €200
France €13,99 €200
Germany €9,95 €200
Austria €11,99 €200
Switzerland €27,99 €200
Denmark €16,99 €200
Norway €21,99 €200
Sweden €23,99 €200
Finland €17,99 €200
Ireland €21,99 €200
Italy €14,99 €200
Spain €14,99 €200
Portugal €14,99 €200
Czech Republic €12,99 €200
Hungary €13,99 €200
Croatia €34,99 €200
Poland €14,99 €200
Lithuania €22,99 €200
Latvia €20,99 €200
Slovenia €24,99 €200
Slovakia €12,95 €200
Estonia €25,99 €200
Bulgaria €37,99 €200
Romania €26,99 €200
Greece €29,99 €200
Cyprus €32,99 €200
Malta €0 €0

 

The soil products which can be found in our shop are shipped with DPD, straight from our home office. Plants and soil products can therefore not be combined. The shipping fee from DPD may vary per country. The exact shipping costs for soil products with DPD will become visible at the check out. 

Which shipping company do you use?

All our plants will be shipped from The Netherlands with PostNL, our national postal service. Within The Netherlands and Belgium, PostNL is delivers all packages themselves. In other countries PostNL will work together with partnering transport companies to deliver the package at your home.

Our soil products will be shipped from our home office with DPD. In most countries DPD has it own network of transport. In some countries they might co-operate with other shipping companies to deliver the package to your home.

As the plants are shipped directly from the nurseries and the soil products from our home office, these products cannot be combined in one package. 

How can I place an order?

Ordering a plant in our webshop is very easy!

Did you find the perfect plant for your home? Click on the ‘Add to Cart’ button. This plant will then be automatically be transferred to your cart. You can continue to shop for other plants after and repeat this. When you’re finished shopping click on the ‘Purchase’ button. Now you can fill out all your shipping details and complete the payment. The only thing left to do is wait in full excitement on your plant!

Can I order a plant for someone else?

Of course you can gift a plant! Plants make the greatest gifts for anyone and for every occasion a plant is an appropriate gift!

During the order process you can fill out the address details of your friend, mom, dad, brother, sister, grandparents etc. The package will be shipped directly to the person you would like to surprise. It’s just as simple as that!

Do I get a tracking code to follow my package?

Yes, of course! Once your package is ready to be shipped you’ll receive an email with tracking code. The information in the tracking will be updated often, showing you the most recent information. On the day of delivery a ‘delivery window’ is shown, so you know when to expect your package.

How long does shipping take to my country?

Shipping time varies per countries. Shipping can take longer when the final destination is further away from The Netherlands. Please find below an indication* of shipping times:

The Netherlands: 1-3 workdays
Belgium: 1-3 workdays
Luxembourg: 2-5 workdays
Germany: 2-5 workdays
Ireland: 2-5 workdays
France: 3-6 workdays
Denmark: 3-6 workdays
Austria: 3-7 workdays
Italy: 3-7 workdays
Croatia: 3-7 workdays
Cyprus: 3-7 workdays
Czech Republic: 3-7 workdays
Malta: 3-7 workdays
Portugal: 3-7 workdays
Sweden: 3-7 workdays
Hungary: 3-7 workdays
Poland: 3-7 workdays
Romania: 3-7 workdays
Slovenia: 3-7 workdays
Slovakia: 3-7 workdays
Bulgaria: 4-7 workdays
Estonia, Latvia and Lithuania: 4-7 workdays
Greece: 4-7 workdays
Spain: 4-7 workdays
Finland: 4-7 workdays
Norway: 5-7 workdays *
Switzerland: 5-7 workdays *

Please know that these transit times are just an indication. Meaning that most of the packages send are delivered within this timeframe, but a shorter or longer delivery time is always possible.

*Shipping to Norway and Switzerland will become available within a couple of weeks. Keep an eye out on our social media or newsletter for updates!

Can I visit your office to pick out a plant?

We don’t have a physical shop of visiting address. Therefore it is unfortunately not possible to come over for a shopping trip. All plants in our shop are shipped fresh from the nurseries. They will pick out only the most beautiful plant for you!

Are the prices shown including VAT?

Yes, all prices you see in the shop are including VAT. The VAT percentage may vary from country to country. Therefore minor price differences might be visible. When you’re at the checkout and fill in your details, the correct prices with VAT are shown.

(Since 1-7-2021 the European VAT rules have changed. VAT must be calculated according to the rates of the country to which the package is going. So: an order that has The Netherlands as its final destination must be taxed with the Dutch VAT rate, and order that is sent to France must be charged with the French VAT rate – and so on-.)

I’ve received a wrong product, what can I do?

All order are collected with great care, unfortunately a little mistake can always happen. If you’ve received a wrong product (plant or pot) please send an email to: support@plantdynasty.nl within 48 hours after receiving you order. Be sure to send us photos of the plant, the packing slip and the box. Once we’ve verified that you’ve received a wrong product, the correct one will be shipped to you.

I’m not happy with the plant I received, what can I do?

Our partnering nurseries will do their absolute best to pick out the most beautiful and healthy plant(s) for you. On our website we show good and representative photos of the plant that you’ll receive. On each product page extra information on pot size and height of the plant is given. We and our partnering nurseries do our very best to keep this information up to date.

Of course plants are a product of nature and not one single plant is ever the same. If you feel like your plant doesn’t meet the given information (different pot size or height for example) please contact us directly after receiving your plant*. With your email send us some good photos and/or videos, the packing slip and a photo of the box. We will do the best we can to find a suitable solution.

*Claims have to be made in a written form by email, no later than 14 days after the first delivery attempt.

 

 

My order is missing a product, what can I do?

We’re sorry to hear your order is not complete. If a plant or a pot is missing please email us directly on: support@plantdynasty.nl. Always send us: a photo of the plant, the packing slip and the box. Once an incomplete order is confirmed by us we will still send you this product. All claims for missing products must be made within 48 hours after receiving.

What is the best way to care for my new plant?

When you’ve received your package, carefully unpack it. Let the plant acclimate for about a few weeks in your home. Give your new plant only moderate light in the very beginning and a few sips of water when the soil is dry. After you’ve let you plant acclimate you can place it in the ideal spot and follow the normal guidelines.

On the product page of the plant you’ve bought you can find a ‘care guide’ for that type of plant. In this care guide you can find some useful information and tips to let your plant thrive. Do know that this information is based on an average Western-Europe climate. If you’re local climate is different (colder or warmer) care instructies might have to be altered according to your situation.

I haven’t received my order, what can I do?

When your order is shipped out from the nursery you’ll receive an email with track&trace code. If you haven’t received this email, please check your spam box. If you’re sure this email has not reached you, you can of course always contact us at support@plantdynasty.nl. We’ll be happy to send the link to you.

The tracking information is not updating, what can I do?
There might be a (short) delay in the shipping process or there could be an interruption in the system of the transport company. Don’t worry all too much straight away. Check the tracking information at a later moment that day again. If there’s no new information within 1 or 2 days, please contact us at: support@plantdynasty.nl.

The tracking information indicates that my order is delivered, but I haven’t received anything. What can I do?
If the information shows up as ‘package delivered’ but you haven’t received you parcel, please always check at your surrounding neighbors. Sometimes a parcel will be delivered at your neighbors when you’re not at home. If you’re sure the parcel is not delivered, please contact us directly at: support@plantdynasty.nl (always within 48 hours). We will contact the transport company to see if we can get some clarity. If it would happen that your parcel is lost we’ll send out a new parcel to your address.

Delays in shipping
Please do know that delays in the shipping process are always possible and can’t be avoided completely. In the last couple of years we’ve seen delays at shipping companies on and off. If you’re ordering a plant for a special occasion, make sure to purchase the plant ahead of time. Especially during important holidays delays are possible. If you’re package has been delivered too late, make sure to contact us to see if there is any kind of compensation possible.
If your package couldn’t be delivered due to one of the following reasons, claims can’t be processed: incorrect address provided by the customer, package is denied by the customer, package has not been collected at the parcel shop within the given time frame.

Can I return my order after receiving?

It is not possible to return or recall any of the plants we offer in the shop, due to the nature of these products. Plants are perishable products and are by law excluded from the statutory reflection period of 14 days. Plants cannot be returned as it can not be guaranteed that the new owner has been taken care of the plants properly. Please be aware of the fact that shipping can’t be insured.

All plants we have on offer in our shop are grown in good and respectable nurseries within The Netherlands, or in some cases elsewhere in Europe. Before shipping out your plant the nurseries will check the condition of the plant. If a plant doesn’t meet our standards it will not be shipped to you.

If you feel like there is anything wrong with the plant(s) you’ve received please always reach out to us as soon as you’ve received the plant*. We’re more than happy to give you advice and look at a suitable solution. You can reach us at: support@plantdynasty.nl. Please don’t forget to include some photos and/or videos, your packing slip and a photo of the box so we can map out the situation the best way we can.

When you’ve purchased non-plant products, like soil products or other accessories you do have the possibility to return products. Again, let us know via email so we can send you the return instructions. Returning these products are always at your own costs. The product that you’re returning has to be in its original shape and cannot be damaged or used. When a return shipment has arrived and all is ok, your refund will be processed within 5 workdays. If any of the returned products are damage or used by the buyer the right of refund will end.

*Claims have to be made in a written form by email, no later than 14 days after the first delivery attempt.

Is there any warranty on my plant(s)?

All plants are packed with the greatest care possible. Shipping plants is always a little risky and therefore a little wear and tear on the plant can’t be avoided completely. Of course we want everyone to be happy with the plant that has just been delivered. If you have any damage on the plant that you’ve just received please email us directly with the following information: photo’s of the damaged plant, packing slip and box. According to the kind of damage we can find a suitable solution*. Emails can be send to: support@plantdynasty.nl. The kind of damage will be categorized as: heavily damaged or slightly damaged. With the photos you show us we, together with the nursery, will decide the kind of damage and offer an appropriate solution. This decision is made exclusively by us and the nursery.

Also send us an email when the plant you just received doesn’t meet the quality instruction provided on the product page (pot size and height). If there is a significant deviation we’ll find a suitable solution with you. (Significant deviation is: plants smaller than 80 cm deviation bigger than 10 cm, plants taller than 80 cm a deviation of 15 cm or bigger. The height is always measured from the bottom the the pot to the highest leaf.)

If you have problems with pests on your plant please also contact us directly on: support@plantdynasty.nl and provide us with some photo and/or video material. We will evaluated the situation and offer a suitable compensation.

Please contact us as soon as possible when (you think) something is wrong with the plant you’ve received. The sooner you inform us, the sooner we can get to a solution. All claims must be made in a written form by email, no later than 14 days after the first delivery attempt. The first delivery attempt is the first moment the transit company will be at your house to deliver the product. If you’re not at home and a second attempt is made, or your package will go to a parcel shop to be picked this will give you less days to make a claim. Again counting starts at the day of the first delivery attempt. This day is always visible in the tracking information of the package. If a claim is made later than 14 days no compensation is possible anymore.

*Only damage that has occurred during shipping can be eligible for any sort of compensation. Any damaged that has been done by its new owner can never be a part of any compensation. We therefore recommend to leave the plant as it is, don’t touch it further before we’ve given a solution. If a plant has been cut, repotted or dealt with otherwise you loose any right of compensation.