Frequently Asked Questions

Orders

I have changed my mind, can I cancel the order?

When an order is completed the handling process starts immediately. If you wish to cancel your order, contact us and we will do our best to help you. Please note that cancellations are only possible for a very limited time after an order has been placed, so we cannot guarantee that it can be done.

I placed an order but never received a confirmation email, what do I do?

Our confirmation emails are sent out automatically by our order fulfillment system. If you did not receive this email from us, kindly check your SPAM folder to see if your confirmation email was sent there.

I am experiencing issues when trying to place an order on your website. What can I do?

Our website supports most web browsers, just make sure that you have an up-to-date version. Please note that if you have an old version of a web browser, it may not be compatible with our website and not all functions will work properly. Please try the following steps: Clear your web browser’s cache by going to the browser settings and clearing browsing data/cache. Try another web browser, in case our website doesn’t support the one you are using. Try a different payment method.

Can I track my order?

Yes, you will receive a tracking link in your shipping confirmation email. If you have not received your tracking link, please contact us.

What if my tracking number is not working?

Tracking numbers can take 3-5 days to appear in the shipping carrier’s system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.

I placed an order for multiple products and I have only received part of my order. What should I do?

In some cases we may not have been able to fulfill your full order due to lack of stock available. In these instances you will receive an email from us letting you know as well as a full refund for that product.

Payment

What payment methods do you accept?

Worldwide we accept PayPal with all connected credit cards. In the Netherlands we accept IDEAL as well. If your payment method was declined, you may have entered your information incorrectly or there may be other issues with the card such as a passed expiration date or insufficient funds. Please try a new payment method and contact your financial institution for more information regarding the decline or if you continue to experience difficulties with your payment.

What is the currency of the store? Can I pay in another currency?

The currency you will see on the store is based on your IP-address, the local currency from which country you are accessing the store from your own convenience. Alternatively, you can change to another currency at the top right hand corner of the page. However, when customer checks out, they will be billed in EUR. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.

Returns

What if I received a damaged or faulty product?

If you have received a damaged or faulty product, please send us photographic, or video proof of the damage and we will send you a new working item right away (free of charge of course).

What if my product goes missing or is defective?

We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store. If your order is missing or materially defective, you can contact us and file a claim at to request a replacement.

How do I return a product?

If you are not happy with your purchase and wish to return the item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service will receive the return request and will send further instructions if the return is approved.

Shipment

Special circumstances

Please note that there might be a slight delay in delivery in regard to the current situation with COVID-19. We are working closely with our shipping carriers to ensure that each delivery is made on time. Please contact us at info@plantpotheads.com if you have any questions.

How much do you charge for shipping?

Good news! We currently offer FREE international shipping. The shipping policy might be subjected to change in the future.

What’s your delivery time?

We process your orders as soon as you hit the complete button on payment page. Please allow 1-3 working days for this to be complete. In peak periods, please allow for up to 7 workings days for dispatch. For country specific delivery time, please check below:

Europe & UK: 8 working days
US & Canada:  14 working days
Rest of the World: 15 to 20 working days

How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.

Do you ship to my country?
Where are your products shipped from?

Our orders are shipped from our warehouses around the world to ensure optimal delivery to your address. As our items are stored in several warehouses, your order may be shipped in separate packages.