In this FAQ, we answer the most frequently 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 reply as soon as possible!
ORDERS
When are the orders prepared and shipped?
All plant orders are prepared and shipped from Monday to Wednesday. We chose not to ship plants from Thursday onwards, in order to avoid them being blocked at the carrier during the weekend in case of delay.
In winter, depending on the temperatures, we may have certain shipments to ensure that your plants are protected from cold.
Commands d'accessories 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, it is possible to add products to your order.
To do this, simply send us an email at contact@plantandstories.com and give us the plant(s) and/or accessories you would like to add to your order.
We will drag the forgotten products into your package and then send you the details of the settlement of the added items.
Which carrier do you work with?
For metropolitan France and'European Union, we work with UPS carrier to deliver your orders.
How are the shipping costs calculated?
Shipping costs are calculated according to the weight of the package.
What are the delivery times?
For metropolitan France, UPS announces a delivery time of 24 to 48 hours. For'European Union, orders are usually delivered within 2 to 4 days.
How do I track my package while it is being transported?
Emails will be sent to you throughout the process to inform you of the status of your package, from the preparation of the order to its support by the UPS network.
A tracking number will also be provided allowing you to follow closely the progress of your package.
What is the website to track its package?
You can follow your package here
What happens if I am not at my home when my order is delivered?
Not d'uPS will try to re-deliver your package the next day or drop it at a relay point near you. You will always be informed by email and/or SMS of where your parcel is located.
My plant got in bad shape, what to do?
If your plant seems to have been too shuffled during delivery, please send us photos/videos when unpacking by message via our Instagram account @plantandstories.shop or by email at this address: contact@plantandstories.com
We will immediately see any damage and process your claim. To speed up the process, please let us know at the same time your order number and your name/first name.
A plant or accessory is missing in my package.
Error is human, we are not robots :) Please contact us at contact@plantandstories.com or send us a message to our Instagram account @plantandstories.shop to inform us of this omission.
Please do not forget to mention your surname, first name and order number in order to'speed up support.
Is delivery of my package late?
We are very sorry if the delivery of your parcel does not proceed as planned, be sure to contact the customer service at this email address as soon as possible: contact@plantandstories.com or to this phone number 0628336860.
We will do our utmost to quickly unblock the situation.
Is it possible to cancel an order placed on the site?
If your order has not yet been processed, you can cancel it. Please email us at contact@plantandstories.com giving us your order number and your name/first name.
In case your order has already been processed and shipped, it is no longer possible to cancel it.
PLANT MAINTENANCE
How well m'taking care of my new plants?
We offer you a sheet d'detailed maintenance on each product sheet.
You will also find on our blog and our Instagram @plantandstories.shop tips, tips and tutorials to take care of your plants.
If you have'other questions, contact us at contact@plantandstories.com
OTHER
Do you deliver abroad?
Yes! We deliver everywhere in European Union.
Each plant is delivered with a plant passport, ensuring compliance with customs controls.
Can I remove my order in person?
Yes, you can choose at the time of the carrier's choice the solution "Clean hand and remove your order at this address:
- 43 route de Beaudreville 91400 Gometz-la-ville aux Serres de Beaudreville.
Be careful, we are not a traditional physical shop, to come and pick up plants and/or accessories on site you must before having validated an order on our website and choose the solution "Clean Hands."
You can then choose a day and a time slot to pick up your order.
Are your packaging environmentally responsible?
Yes, all our packaging is recycled and recyclable. We use recovered cartons to local professionals to minimize our environmental impact.
Are your plants delivered with a plant passport?
Yes, we apologise for plant passport on each plant. This document is mandatory to ensure traceability and prevent the spread of diseases.
Are you offering gift cards?
Yes! To please your loved ones you can choose the "Gift Card" solution and choose the amount to offer of your choice.
How long is the validity of gift cards?
Our gift cards are valid 1 year from 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 several commands.
I couldn't find an answer to my question to whom to address?
If you have not found an answer to your question in this FAQ, please send us an email to this address: contact@plantandstories.com. We will reply as soon as possible.