Frequently Asked Questions

Shipping

Where do you ship from?

All our plants are sent from Belgium.

Where do you ship to?

We only ship live plants to countries that are member of the European Union (and Switzerland): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.

Shipping to the United Kingdom will be disabled two weeks before Brexit happens to avoid any potential customs problems. Unfortunately, we will have to stop shipping to the UK if it ends up being a no-deal situation.

Seeds can be shipped worldwide, but please order by mail (phito@protonmail.com) if you’re outside of the EU as the web store does not allow this.

How are the plants packed?

The plants are sent bare-rooted, meaning they are removed from their growing media before being packed. This allows for cheaper shipping rates and saves us a lot of space as we can then grow multiple plants per pot in our nursery.

For now it is not possible to send potted plants, but this service should be available next year as we expand our infrastructure.

We take all the necessary precautions when packing our plants to make sure they will arrive to you in the best shape possible. For most plants, we cautiously pack the roots in wet paper towel and put them into zip-lock bags. For smaller, more fragile plants, we put them first in a small rigid plastic case to protect them and then into a zip-lock bag.

The bags are then surrounded by bubble wrap, and put in a rigid cardboard box in which they will be well protected against the potential rough handling of the package by the post.

This conditioning allows the plants to survive in their package for more than a month as long as the outside temperature stay in the viable range for the plants you have ordered.

Here’s a few examples of what the packed plants look like.

When will my order be sent?

We try to ship order the Monday following the date of ordering at most latest, but we will try to send it as soon as possible.

Shipping can be delayed for multiple reasons such as unfit weather (temperatures too high or too low), holidays, post strike or personal obligations. We will inform you by mail if your order gets delayed.

Returns & refunds

Can I return my order?

We do not accept returns as the plants have low chances of survival during the second consecutive travel. Please make sure you actually want and can take care of the plants you’re ordering. Don’t hesitate to ask pictures of the plants you will actually receive to avoid any deception.

A plant was dead on arrival, can I get a refund?

Despite our best efforts, there’s a very low chance that a plant will not survive the travel. If this were to happen, please send us an email with decent quality pictures of the dead plant as soon as you receive them. If you do not contact us immediately, we will not be able to help you.

We will then review your case and offer you a refund of the price of the dead plant (shipping not included) or a replacement plant in your next order if it is still in stock.

In case of harsh weather forecast, we will ask you if you want to delay the shipping of your order until the temperatures go back to normal. If you still wish for the plants to be sent at the time of unfit temperatures, we decline any responsability if some plants die due to overheating/freezing.

A plant died after reception, can I get a refund?

Most of the time, if the plant arrived alive and died afterwards it means that it wasn’t put in proper conditions after unpacking, so we cannot justify a refund. Please make sure to inform yourself about how to care for the plants you’re buying. If you really think that the plant died because of our conditioning, please write us an email and we will review your case.

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