Not satisfied?
That is not what we want to hear. We do our utmost to get your order to you in the very best condition, but things can go wrong unexpectedly during transport. Did your order arrive differently than you expected? Please contact us as soon as possible and we will sort it out together.
Damaged box? Better not to accept it
We deliver large plants through a specialised delivery service. If you can see on delivery that the box is badly damaged, it is better not to sign for receipt. Ask the driver to report it and send the shipment back with them. That way we can claim the damage directly from the carrier and send you a new one without any fuss.
Did you sign after all, or do you only discover the damage when you open the box? Report it within 14 days anyway. We always look for a solution together, it is just harder to recover the damage from the carrier.
Reporting damage: what we need
Email us within 14 days of receipt at info@xxlplant.com. Mention your order number and include these photos:
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A photo of the address label
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A photo of the packaging
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A photo of the product itself. If it is a plant, we need to be able to see the whole plant
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A photo of the damage
Unsure about the size of your plant? Place a tape measure next to it in the photo.
What happens next
We assess your report and let you know as soon as possible what we can do for you. In case of proven transport damage we arrange a replacement free of charge. That way you can order a large plant with peace of mind.
Why within 14 days?
Plants are living products. They react strongly to light, temperature, humidity and watering. Once a plant is in your home, we no longer have any influence on those conditions. That is why we cannot offer a guarantee on a plant that has been in your possession for more than two weeks, and in that case we cannot handle complaints about a discount or a replacement.
Plants cannot be returned, pots and accessories can
Because plants are living products, we cannot take them back. Flowerpots and accessories can be returned within 14 days, provided they are unused and in the original packaging. Read more about this on Exchanges and returns.
Do you have a question?
Even when we can no longer offer a guarantee, we are happy to think along with you. Would you like to know how to get your plant back on track, or do you have a question about our range? Email us at info@xxlplant.com and we will gladly help you further.
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