In this FAQ, we answer the most regularly asked questions. We hope you will find the answer to your questions. If not, you can contact us at contact @plantandstories.com and we will answer you as soon as possible!
🌿Orders
When are orders prepared and shipped ?
All plants are prepared and shipped from Monday to Wednesday. We have chosen not to ship plants from Thursday to prevent them from being blocked at the carrier during the weekend in case of delay.
In winter, depending on the temperatures, we may have some shipments off to ensure the protection of your plants against the cold.
Controls d'accessories, for their part, are prepared and shipped from Monday to Friday.
I forgot a plant or accessory but I just validated my order, what to do ?
If your order has not yet been prepared or shipped, you can add products to your order.
To do this, simply send us an email at the address contact @plantandstories.com and to tell us the plant (s) and / or accessories you would like to add to your order.
We will handle the forgotten products in your package and will send you the details about the resolution of the added items.
Is it possible to cancel a command placed on the site ?
If your order has not been processed yet, it is possible to cancel it. Please send us an email at the address contact @plantandstories.com by telling us your order number and your name / first name.
In the case where your order has already been processed and shipped, it is no longer possible to cancel it.
How long does my package stay in relay ?
The parcels are generally kept 5 days maximum relay point. We strongly advise you to go back to it as soon as you receive the delivery notification, in order to avoid any return of the package to the sender.
What happens if my parcel is returned before 5 days ?
Unfortunately, sometimes a relay point returns a parcel sooner than expected (lack of space, temporary closure, leave ...). In this case, the return costs are our responsibility, but the costs of a new shipment will unfortunately be your responsibility.
📦 DELIVERY
With which carrier do you work ?
For metropolitan France and L'European Union, we collaborate with the UPS carrier to deliver your orders.
How are the shipping costs calculated ?
The shipping costs are calculated based on the weight and the volume of the package.
What are the delivery times ?
For metropolitan France, UPS announces a delivery time from 24 to 48 hours. For'European Union, orders are generally delivered within 2 to 4 days.
Delivery of my package takes late
We are sincerely sorry if the delivery of your package does not take place as planned, be sure to contact customer service as soon as possible at this email address: contact @plantandstories.com or at this phone number 0628336860.
How to follow my package during its routing ?
Mails will be sent throughout the process to inform you of the status of your package, from the preparation of the order until it supports by the UPS network.
A tracking number will also be communicated to keep you to closely monitor the progress of your parcel.
What is the website to follow your package ?
You can follow your package right here
What happens if I'm not at my home when ordering my order ?
No'anxiety, UPS will try to re-deliver your package the next day or put it down in a relay point near you. You will always be informed by email and / or SMS from where your parcel is located.
☎️ A problem ?
My plant arrived in poor condition, what to do ?
If your plant seems to have been overlapped when delivery, please send us photos / videos at the time of unpacking by message via our Instagram @ accountplantandstories.shop or by email at this address: contact @plantandstories.com
We will immediately see the possible damage and process your claim. To speed up the process, please contact us at the same time your order number and your name / first name.
It lacks a plant or accessory in my package.
The error is human, we are not robots :) Please contact us at contact @plantandstories.com or send us a message on our Instagram @ accountplantandstories.shop in order to inform us of this oblivion.
Thank you for not forgetting to mention your name, first name and your order number in order to'accelerate support.
We will do our best to quickly unlock the situation.
🪴 Plants maintenance
How well m'to occupy my new plants ?
We put at your disposal arecord'detailed maintenanceOn each product sheet.
You will also find on our blog and our Instagram@plantandstories.shopTips, tricks and tutorials to take care of your plants.
If you have'other questions, contact us atcontact @plantandstories.com. 🌿
Various
Do you deliver abroad ?
Yes! We deliver everywhere inEuropean Union.
Each plant comes with aphytosanitary passport, guaranteeing its compliance during customs controls.
Can I remove my order in person ?
Yes, you can choose when choosing the carrier the solution "Hand delivery and removing your order at this address:
- 43 Beaureville Road 91400 Gometz-la-Ville at the Greenhouses of Beaudreville.
Attention, we are not a traditional physical shop, to pick up plants and / or on-site accessories it takes upstream have validated an order on our website and choose the solution "Hand delivery."
You can choose one day and a time slot to pick up your order.
Are your packaging eco-friendly ?
Yesall our packages are recycled and recyclable. We userecovered cartonsWith local professionals to minimize our environmental impact.
Are your plants delivered with a phytosanitary passport ?
Yes, we are affixing aphytosanitary passportOn each plant. This document is mandatory to ensure traceability and prevent the spread of diseases.
Do you propose gift cards ?
Yes! To please your loved ones you will be able to choose the solution "Gift Card" and choose the amount to offer of your choice.
What is the validity period of gift cards ?
Our gift cards are valid1 yearFrom the date of purchase.
Can I use a gift card several times ?
Yes, as long as the balance n'is not exhausted, you can use it for multiple commands.
I did not find an answer to my question to who to address me ?
If you have not found an answer to your question in this FAQ, please send us an email at this address: Contact @plantandstories.com. We will answer you as soon as possible.