Frequently Asked Questions
A need, a question?
📦 Preparation & Shipping
When will my order be prepared and shipped?
- Plants: preparation and shipping are available Monday through Wednesday only. We've made this choice to prevent your plants from being held up at the carrier's over the weekend. In winter, some shipments may be delayed depending on temperatures to protect your plants from the cold.
- Accessories: preparation and shipping from Monday to Friday.
Can I pick up my order in person?
Yes! Select the "Hand delivery" option when choosing your carrier, then choose a time slot to collect your order at the following address:
43 route de Beaudreville, 91400 Gometz-la-Ville – Serres de Beaudreville
⚠️ We are not a physical store open to the public. In-store pickup requires prior online ordering.
How are my plants protected during transport?
Your plants are prepared with the utmost care in custom-made recycled plastic packaging , specially designed to ensure optimal protection during transport.
Each plant is perfectly held in place thanks to appropriate cushioning, preventing any movement and dispersion of the substrate inside the package.
The entire package is then shipped in a double-walled cardboard box (double thickness) to ensure strength and security throughout the journey.
You can order with complete peace of mind : everything is designed to ensure your plants travel in the best possible conditions. 🌿💚
Are my plants at risk of being damaged during transport?
We make every effort to ensure that your plants arrive in perfect condition.
Each order is carefully packed in suitable packaging, designed to absorb shocks and keep the plants stable throughout the journey.
Our double-walled cardboard boxes offer enhanced protection to ensure a safe journey.
And if you have any problems at reception, we are here to help you, go to the "Problems & Complaints" section below.
🪴 Order
Quels moyens de paiement acceptez-vous ?
Le paiement est 100 % sécurisé : carte bancaire (Visa, Mastercard, American Express), Apple Pay, PayPal, ou Klarna pour payer en plusieurs fois.
Avec Klarna, les options s'affichent au moment de payer, sous réserve d'acceptation.
Un crédit vous engage et doit être remboursé : vérifiez vos capacités de remboursement avant de vous engager.
Can I add an item after I have confirmed my order?
Yes, as long as your order hasn't been prepared or shipped. Send us an email to contact@plantandstories.com indicating the items you'd like to add.
We will slip them into your package and send you the payment details.
Can the plants be turned over?
Yes, if it hasn't been processed yet. Email us at contact@plantandstories.com with your order number and your first and last name. Once the order has been shipped, cancellation is no longer possible.
Can I cancel my order?
No, because of their nature as living beings, plants are not returnable.
However, accessories can be returned, but the return shipping costs will be borne by the customer.
For any accessory return request, please contact us at contact@plantandstories.com specifying your order number and your first and last name.
Do you offer gift cards?
Yes! Select the "Gift Card" option on the website and freely choose the amount to give.
The card is entirely digital: the recipient will receive a unique code directly by email to enter at the time of payment.
It is valid for 1 year from the date of purchase and can be used in several installments, until the balance is exhausted.
🚚 Delivery
Which carrier do you work with?
We work with UPS for mainland France and the European Union.
What are the delivery times?
Delivery times are between 24 and 48 hours .
How are shipping costs calculated?
Delivery costs are calculated based on the weight and volume of your package, as well as the destination area.
Do you deliver abroad?
Yes, we deliver throughout the European Union.
Each plant is accompanied by a phytosanitary passport guaranteeing its conformity during customs controls.
Mon colis est perdu ou indiqué « livré » mais je ne l'ai pas reçu, que faire ?
Vérifiez d'abord votre boîte aux lettres, votre gardien ou vos voisins, ainsi que l'avis de passage éventuel.
Puis écrivez-nous au plus vite à sav@plantandstories.com avec votre numéro de commande.
Nous ouvrons une enquête auprès du transporteur.
Si le colis est déclaré perdu, nous vous renvoyons la commande ou nous vous remboursons intégralement, selon votre choix.
How can I track my parcel?
You will receive emails at each stage, from preparation to collection by UPS, as well as a tracking number.
You can track your package directly on the UPS website using your package tracking number.
What happens if I am absent during the delivery?
UPS will attempt redelivery the next day or will drop off your package at a nearby pickup point. You will be notified by email and/or SMS.
How long will my parcel be kept at the collection point?
Parcels are generally kept for a maximum of 5 days.
We recommend that you collect it as soon as you receive the delivery notification.
Also keep in mind that some collection points may decide to return a parcel before this deadline for various reasons (lack of space, temporary closure, holidays…).
The sooner you collect your package, the less risk there is of it being returned.
What happens if my parcel is returned before this deadline?
This can happen (lack of space, temporary closure, etc.). In this case, we will cover the return shipping costs, but you will be responsible for the cost of reshipping.
My delivery is delayed, what should I do?
Contact us as soon as possible at contact@plantandstories.com or on 06 28 33 68 60.
We are here to support you.
🌿 Plant care
How do I take care of my new plants?
Each product page on our website includes a detailed care sheet.
You will also find tips, tricks and tutorials on our blog and our Instagram account @plantandstories.shop .
Where can I find products to take care of my plants?
Everything you need to pamper your plants is available directly on our website plantandstories.com!
You will find a complete selection of high-quality products: specialized potting soils, horticultural lamps, fertilizers, biological control products, growing pots, and much more.
This will provide your plants with all the conditions they need to thrive!
♻️ Our commitments
Are your packaging materials eco-friendly?
Yes! All our packaging is recyclable.
Our custom packaging, designed to protect your plants during transport, is made from 100% recycled and recyclable plastic.
Are your plants delivered with a phytosanitary passport?
Yes, a phytosanitary passport is affixed to each plant. This mandatory document ensures traceability.
⚠️ Problems & Complaints
Mon accessoire est défectueux ou ne correspond pas à ma commande, que faire ?
Envoyez une photo et votre numéro de commande à sav@plantandstories.com.
Vous choisissez entre le remplacement et la réparation ; si ce n'est pas possible, nous vous remboursons ou vous accordons une réduction de prix.
Tous les frais sont à notre charge.
My plant arrived damaged, what should I do?
Rest assured, we are here to help.
Take photos or videos while unpacking and send them to us by email at sav@plantandstories.com, or call us directly at 01 89 48 03 62.
Please include your order number and your last name/first name to speed up processing.
An item is missing from my package, what should I do?
Contact us at sav@plantandstories.com or on 01 89 48 03 62, stating your last name, first name and order number.
We will do our best to resolve the situation quickly.
Are your plants guaranteed?
Yes! All our plants come with a 30-day guarantee from the date you receive your order.
To make use of this guarantee, several conditions must be met:
- Photos of the plant must have been sent to us upon receipt of the package.
- The plant must be in its original pot; it must not have been repotted/unpotted after delivery.
- The plant must not have been overwatered.
If you experience any issues, please contact us at sav@plantandstories.com and attach your photos, order number, and full name.
We will do our best to find a solution quickly.
