SUPPORT

Everything you need to know about The Plant Dynasty, our plants, shipping, payments and more, can be found here. You can fill in the contact form to ask your own.

GENERAL QUESTIONS

When do you add new plants?

We add new plants and restock plants every week on Friday at 19:00 CET. Follow our newsletter or follow us on social media to be updated with the newest plants.

Can i pick up my order? (Covid-19)

Of course it is possible to pick up your order at our office. At the check out simply choose for the option ‘local pick up Ridderkerk’. After we have received your order we will contact you to make an appointment.

Pick up during Covid-19
The possibility for a local pick up can be subjected to extra rules or measures while the Covid-19 pandemic is amongst us. When picking up your order we will do everything we can to secure a safe pick up. For the safety of us all please keep in mind the following measures:
– Only come for a pick up at the agreed day/time. When you can’t make it to the appointment.
– When you have the slightest health complaints related to Covid-19 please let us know. We’re happy to reschedule your appointment to another moment.
– Only 1 person at the time is allowed in the office.
– Always where a face mask inside our office (we will do so too).
– Keep 1,5 meter distance from our staff (we will do so too).

What is the best way to care for my newly bought plant?

For all plants we provide the basic information (pot size, water requirements etc.) on the product page.

The plant I have on my wishlist is not available, when will you restock it?

We try to have as many plants in stock at all times. Our stock depends largely on the availability at the nurseries. We advise you to sign up for the ‘waiting list’ on the product page. Once we do restock the plant you’ll automatically receive a notification by email.

‘ONE BOX’ CONCEPT

What does the ‘One Box concept’ means?

When you have a look in our shop you can see different plants and different categories. Some of the plants we offer, we have in stock in our own office. These plants will be shipped with DPD from our own office.

All the plants within the ‘One Box’ category are specially selected by the best nurseries in The Netherlands and available for all our clients. Plants within this category are normally big plants, which cannot be combined with other items. Only one plant will fit in one box. Therefore we’ve called this our ‘One Box’ plants. In some cases you can buy a set of 2 or 4 plants in one box. This is stated on the photos and the information on that particular product page.
These ‘One Box’ plants are packed and shipped directly from the nurseries. We don’t have own stock of these plants. These plants are shipped with PostNL in association with local transport companies in the country of destination.

Because we don’t have stock at our office, normal plants and ‘One Box’ plants cannot be combined in 1 order. If you would like plants in both categories, please make separate orders.

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!

How can I place an order?

Ordering a plant from the ‘One Box’ category 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!

What payment methodes can I use?
There are a few payment methodes you can choose from:
  • IDEAL (The Netherlands)
  • Klarna Afterpay (The Netherlands, Germany)
  • Bancontact (Belgium)
  • PayPal
  • Credit Card
*Some payment methods are available with an additional transaction fee. These costs are automatically calculated by the relevant payment provider.
What are the shipping costs of ‘One Box’ plants?

All plants within the ‘One Box’ category are shipped without shipping costs. Do note that for some countries a small handeling fee is calculated. At the checkout you can see the exact costs.

When will my order be shipped out?

Orders that we received before 3pm CET will be shipped out the next workday. All plants from the ‘One Plant’ category are shipped from Monday to Thursday, no matter the destination country. ‘One Box’ plants are shipped with PostNL, in association with local transport companies in the destination countries.

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 the plants from the ‘One Box’ category are shipped fresh from the nurseries. They will pick out only the most beautiful plant for you!

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 see 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
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
Spain: 4-7 workdays
Finland: 4-7 workdays

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 completed the payment, but haven’t received a confirmation. Is everything ok?

Normally you should receive an email when you’ve completed the payment. Always check your spam box. If you haven’t received any email after a couple of hours, please contact us at: info@plantdynasty.nl with: your name, e-mailadres, date of your order and which plant(s) you’ve ordered. We will check our systems and get back to you as soon as possible.

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

Always put your plant in a spot where it can receive some indirect sunlight. Most of our plants don’t like full sun, or only shade. Every now and then give your plant a nice bit of water. In the growing season (roughly from April to October) you can give your plant some fertilizer.

If you find it difficult to tell when you plant needs water, we recommend to add a ‘SUStee moisture meter’ to your order. SUStee will indicate perfectly when it’s time to water your plant.

Can I cancel my order?

All orders are processed on the same day as you’ve done your order. Therefore you can only cancel your order before 3pm CET on the same day as you made your purchase. When we receive your cancellation on a later moment, your order is already processed and canceling is not possible anymore. If you want to cancel your order please email us to: support@plantdynasty.nl. Please mention your order number for a quick handeling of your request.

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 (always within 48 hours). 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.

 

 

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.

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.

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 can 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 note 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 and elsewhere in Europe. Before shipping out your plant we’ll 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, within 48 hours after receiving your package. 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.
Is there any warranty of 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 compensation*. Emails can be send to: support@plantdynasty.nl (within 48 hours after receiving your plant).

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. Claims can only be made within 14 days after receiving the plant. After this period no compensation is possible anymore.

*Only damage that has occurred during shipping can be eligible for a 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.
What if my package is delayed?

Normally packages are delivered within the normal shipping time indicated. It can always happen that packages have a (short) delay. Always keep an eye on your track&trace information. Are you worried sick? Feel free to contact us at: support@plantdynasty.nl and we’ll do our best to help you out.

If a delay happens, in most cases this is during the various holidays throughout the year. However in recent year we’ve also seen that Covid-19 sometimes causes delays, due to conflicting regulations in different countries. The postal services will do their utmost best to deliver all packages on time, but (short) delays can never be avoided completely unfortunately.

SHIPPING

When do you ship my order?

Your order will be processed within 1 to 5 work days. Orders will only be shipped out when the temperatures allows it. When the temperatures drop below 0 degrees Celsius shipping will be postponed. We only check temperature in The Netherlands, you are responsible to check the temperature in your own country. If it’s too cold we do advise you to order when the temperatures are higher. All international orders are shipped out only on Mondays and Tuesdays. All orders within The Netherlands and to Belgium are shipped from Monday till Thursday.

What is the transit time?

Packages are normally dispatched within 1 to 5 workdays. Once your order has been dispatched you’ll receive an e-mail with the Track & Trace code, so you can follow your package. If for any reason your package will be send out on a later date, we’ll of course inform you.

Packages within The Netherlands and Belgium can be send out from Monday till Thursday.
All international packages that are being shipped with DPD are send out either on Mondays or Tuesdays only so your package should arrive at your home before the weekend.
If you have chosen for UPS Express service your package could also be send out on Monday, Tuesday or Wednesday. Transit times with UPS Express is normally 1-2 days, depending on the destination.

Below you can find an overview of the indicated travel time of your package with DPD. Please know this is an indication only and the actual time could differ.

  • The Netherlands: 1 day
  • Belgium: 1 day
  • Bulgaria: 4 to 5 work days
  • Denmark: 2 to 3 work days
  • Germany: 2 to 3 work days
  • Estonia: 4 to 6 work days
  • Finland: 2 to 3 work days
  • Austria: 2 to 4 work days
  • France: 2 to 3 work days
  • Greece: 3 to 6 work days
  • Hungary: 3 to 5 work days
  • Ireland: 3 to 4 work days
  • Italy: 3 to 6 work days
  • Latvia: 4 to 5 work days
  • Lithuania: 4 to 5 work days
  • Luxembourg: 1 to 2 work days
  • Austria: 2 to 3 work days
  • Poland: 3 to 4 work days
  • Portugal: 3 to 5 work days
  • Romania: 4 to 5 work days
  • Slovenia: 4 to 5 work days
  • Slovakia: 3 to 5 work days
  • Spain: 3 to 5 work days
  • Czech Republic: 3 to 5 work days
  • Sweden: 2 to 4 work days
What are the shipping costs with DPD?

The shipping costs of the packages is depended on the country to which the package needs to be shipped. Below you can find more information per country.

What are the shipping costs with UPS Express?

For a quick(er) delivery you can choose for UPS Express service. Normally the costs for UPS Express are €45,- per package. How ever a supplement can apply when you live in a remote area. This supplement can be charged after you have finalized the order. If an additional fee is applicable we will first contact you before we ship the order. This way you always know the exact costs before we ship out your parcel. If the additional costs are too high you are allowed to cancel the order.

Shipping with UPS Express is possible in all countries that are stated above and in addition also possible to the following countries: Cyprus, Finland, Malta and Greece.
(We don’t use UPS for shippings within The Netherlands.)

How do you ship the plants?

We do our utmost best to pack the plants as safely as we can. All plant are shipped with their pot and soil. The pot will be wrapped in a plastic bag to make sure the soil doesn’t come out and it doesn’t dry out. The plants will be wrapped carefully in firm paper and. After carefully wrapping the plant(s) we’ll put them tight in a box and ship it out to you.

What if my package is delayed?

Please keep in mind that delays can happen. A delay can happen for a lot of reasons, which are not always visible or understandable for any of us. How much we would wish, we don’t have any influence on the shipping process unfortunately. With this knowledge please be aware that shipping is at your own risk.

PAYMENTS

Which payment methods are there?
We have a few payment methods available for you:
  • IDEAL (The Netherlands)
  • Bancontact (Belgium)
  • Giropay (Germany)
  • PayPal (Worldwide)
  • Credit Card (Worldwide)
  • Klarna Afterpay (The Netherlands, Germany, Denmark, Finland)
*Some payment methods have additional fees. These costs are calculated by the payment provider.
I haven’t received an order confirmation, but the amount is deducted from my bank account, what is happening?

Please send an email to support@plantdynasty.nl with your name, e-mail, which plants you ordered on what date and which payment provider you have chosen. We’ll sort it out for you as soon as possible.

Can i cancel my order?

It is possible to cancel your order within 24 hours after making your purchase. To cancel your order please send an email to: support@plantdynasty.nl. Your refund will be processed within 5 workdays. Once your order is being processed or completed it is no longer possible to cancel your order without costs.

RETURNS

What is your return policy for accessoires?

All products other than plants, all accessories we have in our shop, have a 14 day return policy. If you want to return any of these items please let us know as soon as possible so we can provide you the return information. Please do know that returning products is 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.

What is your return policy for plants?
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 and shipping plants is at your own risk.
All plants we have on offer in our shop are grown in good and respectable nurseries within The Netherlands and elsewhere in Europe. Before shipping out your plant we’ll 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, within 48 hours after receiving your package. 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 so we can map out the situation the best way we can.
Is there any warranty on the plants?
Even though we pack all plants with the most care something can always happen during transport. A little wear and tear from shipping can be expected unfortunately. The shipping of plants can not be insured, shipping plants is at your own risk.
If you’re unhappy with the condition in which the plants have arrived to you please contact us at support@plantdynasty.nl and we’ll always try to figure out a solution.

PLANT POINTS

What are Plant Points?

Our Plant Points is a reward scheme for our loyal customers. Save up Plant Points and get discounts on future purchases! The points are free to earn.

How can I earn Plant Points?

You can earn Plant Point very easily with every purchase you make in the shop. Furthermore you can earn points when leaving reviews on products you’ve bought, when you refer a friend to our shop and by completing your profile. You even get extra points when levering up to the next tier.

Every Euro spend will get you’ll receive 1 Plant Point and 400 Points equal a value of €10,00 in store credit.

What is the value of my Plant Points?

With every Euro you spend you’ll get 1 Plant Plant. So €1,- equals 1 Plant Point. 400 Plant Points will get you a discount of €10,- in our store.

Do I get Plant Points with every order?

On 99% of the products you’ll receive Plant Points. Only a very limited number of items are excluded, like Gift Cards. On the product page it is mentioned how many Plant Points that product will give you

How many points can I earn?

Currently we have 8 different levels and badges which you can earn:

Plant Parent – 0 to 49 Plant Points
Plant Lover – 50 – 99 Plant Points
Plant Collector – 100 to 199 Plant Points
Plant Nerd – 200 – 299 Plant Points
Plant Professor – 300 – 499 Plant Points
Plant-oholic – 500 – 699 Plant Points
Plant Hearder – 700 to 999 Plant Points
Plant Guru – from 1000 Plant Points

When you log into your personal account you can see your current status and earned badges.

How can I get extra Plant Points?

Besides Plant Points earnings from purchases there are a few more ways to get Plant Points:

  • Refer a friend to our shop
  • Leave a review on products that you’ve purchased in the past
  • Complete your profile with information
  • If you fill out your date of birth you’ll receive some points when it’s your birthday
  • When you reach certain levels you’ll receive extra Plant Points
Do I get Plant Points for leaving a review?

Yes, of course! With every review you place in our shop you’ll receive 10 Plant Points.

How do I refer a friend to get Plant Points?

Go to your personal account in our shop and continue to: ‘Get points!’. On this page you will find the option ‘Refer a friend’. Copy the URL that’s provided and send it to your friend(s). If they create an account and purchase a product you’ll receive your Plant Points.

How can I redeem my Plant Points?

Once you have collected some Plant Points, this will be visible in your personal account. With your next order you have the chance to redeem these Plant Points.
When you’re in your shopping card, just above the products that you’ve selected, there is a line ‘Use ‘xx’ Plant Points to get ‘€…’ discount on this order. Apply discount.

When you click on the ‘Apply discount’ the value of your saved Plant Points will be deducted. You can do this with every order to have a little bit of discount with each time you order, or you can safe up your Plant Points for one bigger discount. Do note that you can redeem a maximum value of €10,- per order. If you have even more Plant Points you can use them a next time.

Can I give my Plant Points to someone else?

Yes! You can gift your Plant Points to someone else.
Log in to your personal account at our webshop and continue to ‘Manage points’. Here you can create a coupon code, which you can give to your friend. When you friend uses the coupon code at the check out the discount will be deducted from the total spend.

Can my Plant Points expire?

Yes, Plant Points expire after 365 days. Of course we asure you that there will be plenty of opportunities to redeem your Plant Points. On every Friday evening there is a big update of the shop. Most week we have some new plants and we’ll always restock as many plants and accessories as possible. (Of course our stock is depending on what the nurseries have available at that moment). Our webshop is open for most of the year. You’ll even receive an email 1 month before the notify you of your points that are about the expire.

In case of a cancelled or refunded order all Plant Points earned with that particular order will be cancelled. These Plant Points will not be refunded.

Are there any products excluded from Plant Points?

Yes, some products are excluded, but still 99% of our products will give you Plant Points. You will not receive Plant Points when you buy a Gift Card.

Still have a question?

Please contact us for more information.