Do you have any questions?
My order
I haven't received an order confirmation for my order, what should I do?
Check your spam folder. It’s possible the confirmation ended up there. If you still can’t find an order confirmation, please contact customer service. We will then send the order confirmation again.
How do I add a card to my order?
How nice that you want to add a personal message to your order! You can add a card at the checkout where you can leave your message, which we will write by hand.
What are the payment options?
You can complete your order via iDEAL, Credit Card, SOFORT Banking, EPS, and Bancontact / Mister Cash.
I want to cancel my order, how can I do this?
Please contact customer service as soon as possible so that we can cancel the order. You will receive the refund in your account within 5 days.
How can I use my voucher?
How nice that you received a Kolibri Company voucher! Add all the products you want to order to your shopping cart. Then go to the checkout and enter the code described on the gift card in the payment window. You will now see that a discount is automatically applied.
Shipping
How long does the shipping of my order take?
Our plants are packed with love and attention and shipped within 1 to 3 business days.
What are the shipping costs for my order?
Shipping costs are €7.25. For orders over €50, we will cover the shipping costs.
How do you ensure that my order arrives without damage?
We pack every order with care. We have developed special packaging that ensures your plants and pots do not break during shipping. Have you placed a large order? Then we will ship your order with a special courier. This shipping service ensures that the package is transported upright.
Part of my order is damaged after all, what now?
It can sometimes happen that something happens to your order during shipping. Do not throw away the packaging and contact customer service immediately by email. We will send you a damage form with steps you can follow. This involves a number of photos that we need to receive to properly process your complaint. Once we have received the photos, we will of course resolve this for you by sending new pots or plants.
Can I also pick up my order?
At checkout, you can also choose the option to pick up your package at:
OK Plant
Baakwoning 5
2671 LE Naaldwijk
Please contact customer service to briefly confirm from what time you can come and collect the order.
Is it possible to send my order to a different address?
Yes, at checkout you can choose the option to enter a delivery address.
Returns
Can I return my order?
Unfortunately, live plants and items may not be returned. Hardware can be returned within a 14-day cooling-off period. If you want to return hardware, we ask you to pack the items as you received them. Use our shipping box for this, so that the products arrive back to us in good condition. Contact customer service when you want to return your package. We will then send you a return label.
Do I have to pay for returning my products?
The reason for the return determines who bears the costs. Do you want to exercise your right of withdrawal? Then the return costs will be at your own expense. The shipping costs are €5.95. Other cases will be assessed by us, which is why it is important that you first contact customer service before returning anything.
How quickly will I receive my money back after returning my product(s)?
We will refund the money to your account within 14 days.
What is the return address?
Attn. Returns
Kolibri Company
Baakwoning 5
2671 LE Naaldwijk