FAQ – Frequently asked questions
Here you will find answers to all frequently asked questions about payment options, shipping costs, delivery and returns at artplants. If you do not find an answer to your question, our customer service will be happy to help.
We offer you a variety of payment options at artplants: If you have received a voucher code for a discount promotion (e.g. via our newsletter), you can enter it in the shopping cart. All prices in our online shop include the applicable statutory VAT in the Federal Republic of Germany. If you have a valid VAT registration number, please contact our customer service. We deliver to all EU countries as well as certain third countries such as Switzerland, the United Kingdom and Monaco. You can find a list of all the delivery countries and the associated shipping costs in the shopping cart. You can select your destination country for delivery there. Can't find your country? Please contact our customer service to clarify the individual shipping costs and the procedure. We charge £4.95 for shipping to the UK and £4.95 to Ireland. Select the desired destination country in the shopping cart. This will then be automatically adopted when you complete the payment process. There you will also see how much shipping costs will be for your delivery and you will have the opportunity to make changes to the delivery address again. Overall, the delivery time depends on various factors, such as the size of the package, the destination country or the logistics company. We offer express delivery on request. If you have any further questions about your delivery, you can always contact us and we will clarify everything else personally. Safe, fast and environmentally friendly parcel delivery is very important to us! That is why we work with the parcel delivery companies DHL, Deutsche Post, DPD, GLS and UPS. We send bulky items and larger shipments with the freight forwarders Dachser, Schenker, Geis or deliver them ourselves. Depending on the size of the package, the destination and other factors, we select a suitable logistics provider for the transport. After you have placed your order, you will receive an order confirmation from us by email with all the information. In this email, you will find a link to your personal order status page. Here you can not only find out when your order will be shipped, but you can also see all package tracking numbers as soon as we have them. Simply click on the tracking number to track your shipment online. We recommend that you regularly check the link in your order confirmation to see the status of your order. Yes, you can. As long as your parcel has not yet been shipped, you can simply write an email to our customer service to change the delivery address. You can pick up your parcel at the relevant post office near you if no one is at home when it is delivered. If the parcel carrier was unable to deliver the parcel, you will find a notification in your letterbox or in your email inbox. Please remember to pick up your parcel from the location indicated on your notification card or in the notification email. Please first click on the tracking link on the order status page and check whether a delivery attempt has already been made. It is possible that your parcel has been delivered to a neighbour or that it is at a pick-up station near you. If this is not the case, please contact our customer service. Incomplete or incorrect information in the delivery address can also lead to delivery problems. If you notice any damage to the items you have ordered, we ask that you document this with photos. Please then contact us immediately after receiving the damaged goods so that we can clarify the options for reimbursement, exchange and/or further action together. Yes, you can. As long as your package has not yet been shipped, you can contact our customer service to cancel the order. We can make changes to your order as long as it has not yet been shipped. If you would like to exchange, add or remove an item from your order, please contact our customer service. If you wish, our customer service will issue you with a chargeable returns label for the return shipment. The costs for the return shipment will be deducted from the refund. Please fill out the withdrawal form legibly and enclose it with your return shipment. To avoid damage during transport and subsequent complications, please make sure that the items in the package are well padded. As soon as we have received your return, we will first check the goods and then issue a credit note. The refund should then be made within 3 working days. For environmental reasons, returns are NOT free of charge. By taking this measure, we want to help reduce unnecessary parcel deliveries. Instead, we provide comprehensive and expert advice by email, phone and with the help of detailed product descriptions before the purchase.