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Frequently asked questions

Ordering

Our web shop automatically calculates the shipping costs in your shopping basket. In your shopping basket, you can see the shipping costs. Do not forget to click ‘Calculate your price’ to select your country of delivery.
Our products have a shipping weight. In a single parcel, you can fit 30 kg of products. From 30 kg onwards, two parcels are calculated. Every additional 30 kg equals an extra parcel. Products with [pallet] will be delivered on a pallet. The shipping weight does not apply to these.

The average delivery time is 2-4 business days. It may take longer during the Spring season. We always strive to keep these as short as possible. After placing your order, you will receive a track-and-trace (parcels) to follow your order. For pallets, the transporter will contact you. We can never give any guarantees for the exact delivery times.

It is not possible to choose your own day of delivery. We can often influence this somewhat. If you have a preference for a specific day, you can put this in the comments when placing your order. We can never reserve any rights or guarantees to this.

Paid orders of € 250,- or more can be reserved for a maximum of 1 week. Contact our customer service for more information

After placing your order, it cannot be changed anymore.

If a product has [pallet] in its name, then these will be delivered on one or more pallets. This has consequences for the delivery & shipping costs. You do not need a forklift to receive these orders. The pallet will be delivered to your front door.

In most cases, you will not receive the plant on the picture. It will always be similar, however. In some cases you will receive the plant in the picture, in which case it will be mentioned on its product page.
We can only make pictures of plants if the plant has a value of € 250,- or more. In the months April-June, a minimum value of € 400,- is needed, as it is busier around that time.

 

Payments

You can use the following payment methods in our web shop:

  • IDeal
  • Bancontact
  • PayPal
  • Visa
  • Mastercard
  • Maestro
  • Bank transfer
All payment methods are free. Most payment methods are instantly processed. Bank transfers can take longer – this varies per bank. If you have questions regarding payment, contact us at info@mypalmshop.com

 

The prices shown in our website are based on Dutch VAT-rates, in accordance of European law. The final price is based on the country of delivery. This means that the price can increase or decrease based on the VAT rate of the country of delivery. This is mandatory according to European laws.
Companies outside of The Netherlands can place a VAT-free order. Simply choose the Business customer type and fill in the the required data. The VAT will automatically be deducted.

Contact us at info@mypalmshop.com and we will help you out. In most cases, we will send a new payment link, with which you can fulfil the payment.

In most cases, a refund will be processed via the same way that you paid with. We start a refund immediately, but may take longer to be processed at our payment service provider, depending on the payment method.

CCV is our payment service provider. They process our payments and refunds. We cooperate with CCV to arrange all payments. CCV is a well-known and trusted party in The Netherlands. Should you have any questions, feel free to contact us via info@mypalmshop.com.

 

Delivery

We will pack your order carefully. We use natural and ecological materials. Straw is used as a filling material. It is biodegradable and can be used as a compost, to improve your soil or to be used as winter protection. Would you rather receive your order without straw, for example due to allergies? You can request a straw-free packing in the comments when placing your order.
Aside from using straw as a filling material, we also take care of your plants before shipping them. That way, they can easily survive transport without damage, even if a parcel would be delayed.

In The Netherlands and Belgium, parcels are shipped with PostNL. Pallets are brought by Transmission. Outside of The Netherlands and Belgium, parcels are shipped by DPD (and partners). Pallet deliveries outside of The Netherlands and Belgium are shipped by various transporters.
It is not possible to indicate which shipping company you would like to use.

In most cases, a parcel will be in transit for 1-3 business days. For France, Greece, Bulgaria and Romania, this is mostly 2-7 business days. As we take good care of your plants before shipping them, they will be able to handle a few days in a box without damage, so that you can receive your goods in pristine condition.

You will receive a track and trace for parcel deliveries. You will receive an e-mail as soon as the label is printed. If your track and trace receives an update in the same evening, you can expect the parcel to be in transit. Bear in mind that we have no say in when your parcel is delivered – this is dependent on the delivery company.
For pallet deliveries, the transporter will contact you before your pallet is delivered.

If you received a partial delivery, we recommend checking your track and trace codes. In nearly all cases, there may be some parcels in transit. These are often delivered 1-2 business days later. Contacting us is usually unnecessary, as we cannot change this and will simply ask you to wait 1-2 more days.
If you can see that one of the parcels is being sent back or has not moved for several days, we recommend contacting us via info@mypalmshop.com.