Frequently asked questions | Customer service | ExoticsAtHome

Ordering and business orders

How do I place an order with ExoticsAtHome?

Choose the product you would like to order, select the size or option where applicable, and add it to your basket. Check your order, delivery address and shipping costs, then complete the payment. Once your order has been placed successfully, you will receive an order confirmation by email.

Do I need an account to place an order?

Yes. You need an account to place an order. During checkout, you can sign in or create a new account.

Why have I not received an order confirmation?

First check your spam folder and the email address saved in your account. Then check My Account to see whether the order has been registered. If the order is not shown there or the confirmation does not arrive, contact Customer Service and include the email address used and, if available, the order number.

Can I change my order after placing it?

Contact us in writing as soon as possible. A change is only possible while the order has not yet been processed. Once processing or dispatch has started, we cannot guarantee that the order can still be changed.

Can I cancel my order after placing it?

Contact us in writing as soon as possible. Cancellation is only possible while the order has not yet been fully processed or dispatched. If cancellation is no longer possible, we will discuss the applicable next step with you.

Can separate orders be combined?

No. Orders placed separately are processed as separate orders. This ensures that payment, stock, invoicing and shipping remain correctly linked to each individual order.

Can I place an order by email or telephone?

Orders must be placed through the online store. If your country is not listed as an available destination, email us the products and quantities you require. We will then check whether a manually arranged international order is possible.

Can I order from ExoticsAtHome as a business customer?

Yes. Business customers can order through the regular online store. Before completing the order, enter the full company details and, where applicable, the VAT number. The invoice is created using the information provided with the order.

Payments and invoices

Which payment methods can I use?

The payment methods available for your country and order are shown during checkout. The online store supports iDEAL | Wero, Bancontact, Visa, Mastercard, Maestro, Apple Pay and Google Pay, among others. Only the options displayed on the payment page are available at that time.

What should I do if my payment fails or is cancelled?

Check My Account to see whether the order is marked as paid and whether you have received an order confirmation. If the payment was unsuccessful, try completing it again through the payment process. If you are unsure, do not place the same order several times; contact us instead.

How do I know whether my payment has been received?

After a successful payment, the order is recorded as paid in My Account and you will receive an order confirmation and invoice by email. If the amount has been debited but the status remains unclear, send us the order number and proof of payment without any sensitive payment details.

Will I receive an invoice for my order?

Yes. After a successful payment, the invoice is sent automatically by email. You can also view and download it in My Account.

Can the details on my invoice be changed afterwards?

Check your invoice details before placing the order. If you notice an error, contact us in writing as soon as possible. We will check whether an administrative correction is still possible. A retrospective change cannot always be made and never changes the original purchaser or nature of the transaction.

When and how will I receive my refund?

A refund is only initiated after we have approved it. For a return, we may wait until the product has been received or until you provide proof that it has been sent back, whichever occurs first. The amount is refunded to the original payment method. Further processing times vary by bank or payment provider.

Do the prices on the website include VAT?

Consumer prices are displayed including VAT. If the online store offers a choice between prices including and excluding VAT, the final consumer price including VAT applies. The final amounts and VAT are shown in the order summary and on the invoice.

Shipping and delivery

Which countries does ExoticsAtHome ship to?

The current destinations are shown in the country selector during checkout. This list is decisive, as shipping options and carrier conditions may differ by country.

Can I order if my country is not listed in the online store?

If your country is not shown in the country selector, email us the required products, quantities and full destination. We will assess whether shipping outside the regular checkout and DPD process is possible and will first inform you of the available options and costs.

How are the shipping costs calculated?

Shipping costs are calculated according to the destination country and the total shipping weight of the order. The final amount is shown in the order summary before payment.

When will my order be dispatched?

Orders are normally dispatched within 1 to 10 working days. The exact processing time depends on the order, destination and the careful preparation required for live plants. You will be notified once the shipment has been registered and processed.

How long will delivery take after my order has been dispatched?

Delivery time depends on the destination country and carrier. Once Track & Trace is active, it provides the most recent delivery information. Any displayed delivery date or time window remains an estimate and may change while the parcel is in transit.

When will I receive my Track & Trace code?

Track & Trace information becomes available after the shipment has been created and scanned into the DPD network. You may therefore not receive the notification immediately when the shipping label is created.

Can I change my delivery address after ordering?

Contact us in writing immediately. While the order has not yet been processed, we will check whether a correction is possible. Once the shipment has been registered with or handed over to DPD, ExoticsAtHome may no longer be able to change the address.

Can I change the delivery date or location through DPD?

If DPD makes these options available for your shipment, you may be able to use the DPD notification or myDPD to select another delivery date, a parcel shop or a safe place. Available options may vary by country, shipment and stage of delivery.

What happens if I am not at home when delivery is attempted?

Depending on the available delivery options, DPD may deliver the parcel to a neighbour or parcel shop. If you have personally authorised delivery to a safe place, the selected location is your responsibility. Always check the DPD notification for the exact delivery location.

What should I do if my order is delayed?

Check Track & Trace first. If there has been no new scan for four to five working days, or the expected delivery date has passed by a considerable margin, contact us. Include your order number and Track & Trace code so that we can investigate the shipment.

Can my order arrive in more than one parcel?

Yes. A larger order may be divided into several parcels or deliveries. Each parcel has its own shipping label and Track & Trace code and may be scanned or delivered at a different time.

Can I collect my order from ExoticsAtHome?

No. Orders are shipped only. The registered business address is not a shop, warehouse or collection point.

Products and availability

How can I tell whether a product is in stock?

The product page shows whether the item can currently be ordered and, where applicable, the available stock. Products with no available stock cannot be ordered.

What does ‘Available soon’ mean?

This means that the product cannot yet be ordered but is expected to be added to the range or available stock at a later date. An exact date is not always known.

Can I reserve or pre-order a product?

No. Products can only be ordered when they are shown as available in the online store. We do not reserve stock or accept pre-orders.

Can I ask when a product is expected to become available?

Yes. Send us the full product name or a link to the product page. If a useful indication is available, we will be happy to share it. Any expected date is always subject to change.

Can I request a plant that is not listed in the online store?

We do not accept individual sourcing or purchasing requests for species that are not listed in the online store. You may, however, ask whether a product might be added to the range at a later date.

Will I receive the exact plant shown in the product photograph?

Not always. Unless expressly stated otherwise, the product photograph is representative. A plant is a living, natural product, so its shape, leaf position, colour, markings and number of leaves may vary.

Can a product become unavailable after I have placed my order?

Our stock settings normally prevent orders from exceeding the available stock. If a product is nevertheless unavailable due to an exceptional stock discrepancy, we will contact you and offer an appropriate solution, such as an alternative or a refund.

What do the different product sizes mean?

Sizes such as S, M and L indicate a product category and do not guarantee an exact height. Live plants can also differ visibly within the same size. Check the product description for the available size or pot information; natural variation remains possible.

Problems with a delivery

What should I check when my order is delivered?

Check whether the parcel is visibly damaged, whether all ordered products are present and whether the contents match your order. If anything is visibly wrong, take clear photographs immediately before removing any packaging material.

What should I do if the packaging arrives damaged?

Photograph the outer packaging, shipping label, inner packaging and contents before discarding anything. Then check the products and report any damage by email as soon as possible, quoting your order number.

What should I do if a plant arrives damaged?

Immediately take photographs of the complete plant, the packaging and clear close-ups of the damage. Report the problem as soon as possible, preferably immediately and no later than 48 hours after delivery, by emailing info@exoticsathome.com. This reporting period helps us assess transport conditions and does not limit your statutory rights.

What should I do if I have received the wrong product?

Do not use the product and contact us in writing as soon as possible. Include your order number and photographs of the product, its label and the complete contents. We will then send you the appropriate instructions.

What should I do if a product is missing from my order?

First check whether the order consists of more than one parcel. If the product is still missing, send us the order number, a photograph of all the contents received and, if applicable, all Track & Trace codes.

What should I do if Track & Trace says my order has been delivered, but I have not received it?

First check with neighbours, at any nominated safe place, at the nearest parcel shop and in the delivery details in myDPD. If the parcel cannot be found, contact us as soon as possible with your order number and Track & Trace code.

How soon must I report a delivery problem?

Report visible damage, a missing product or an incorrect delivery preferably immediately and no later than 48 hours after receipt. Prompt reporting makes it easier to inspect the packaging and transport conditions. The 48-hour period does not limit your statutory consumer rights.

What information and photographs should I include with my report?

Include your order number, Track & Trace code and a short, factual description. Attach clear photographs of the outer packaging, shipping label, inner packaging, complete contents, complete plant or product, and separate close-ups of the damage.

Do I need to keep the plant, packaging and shipping label?

Yes. Keep the product or plant, all outer and inner packaging, and the shipping label until we have assessed your report. Without these items, it may be more difficult to establish the cause.

What happens after I report a delivery problem?

We assess each report individually using the order details, your explanation and the photographs. Depending on the circumstances, we will offer an appropriate solution, such as replacement, partial compensation, a refund or another form of resolution. Do not return anything until you have received our instructions.

What should I do if a plant looks temporarily different immediately after transport?

Transport can temporarily affect the position of the leaves and the plant’s general appearance. Allow the plant to settle and observe its development carefully. Take photographs immediately if you have concerns. If there is clear damage or the condition deteriorates, contact us within 48 hours. Plant-care information is available in the Knowledge Centre.

Returns and withdrawal

Can I return my order?

Consumers generally have a statutory 14-day cooling-off period for online purchases, unless a statutory exception applies to a particular product. Notify us of your withdrawal in writing first. Damage, an incorrect product or a missing delivery is handled under the delivery-problems procedure rather than as a standard return.

How do I register a return or withdrawal?

Send a clear statement within the applicable period to info@exoticsathome.com. Include your name, order number, the products you wish to return and the date of receipt. You may also use the model withdrawal form. Approval is not required for a valid statutory withdrawal, but wait for the correct return address and packing instructions before sending anything.

How long do I have to notify you of my return?

Notify us of your withdrawal within 14 days from the day after you receive the order. If an order is delivered in several parts, the period generally starts after receipt of the final part.

How long do I have to send the product back?

Send the product back no later than 14 days after notifying us of the withdrawal. Keep the shipping receipt and Track & Trace code until the return has been fully completed.

Can I return live plants?

A live plant is not automatically excluded from the right of withdrawal. Whether the statutory exception for goods liable to deteriorate rapidly applies depends on the specific product and the information provided before purchase. Always notify us within 14 days; we will assess the request under the applicable law and the terms disclosed before purchase.

Which products are excluded from returns?

Only products covered by a statutory exception can be excluded from the right of withdrawal. This may include goods liable to deteriorate rapidly or products made specifically to your instructions. An exclusion applies only if it is legally applicable and was clearly stated before purchase. Your rights concerning a defective or incorrectly supplied product remain unaffected.

Who pays the return shipping costs?

For a standard withdrawal, you pay the direct cost of returning the goods, provided this was clearly communicated before purchase. For a defective or incorrectly supplied product accepted by us, reasonable return costs are paid by ExoticsAtHome. Always follow our return instructions first.

Which address should I send my return to?

You will receive the correct return address after notifying us in writing. Never send a return without first receiving the address and instructions; the registered business address is not automatically the return address.

Do I need to contact you before returning anything?

Yes. Always notify us of a return or withdrawal in writing first. This allows us to provide the correct address and instructions. You do not need our substantive approval to exercise a statutory right of withdrawal, but an unannounced or incorrectly addressed shipment may delay processing.

What condition must a returned product be in?

You may inspect a product only as you reasonably would in a shop. Handle and store it with care. If handling goes beyond what is necessary to establish its nature and characteristics, a reduction in value may be deducted. For live plants, the condition on receipt and the circumstances while in your possession will also be considered.

How should I pack a return shipment?

Pack the product securely and appropriately for its nature, preferably using the original inner and outer packaging. Always follow the instructions provided for live plants. You are responsible for suitable return packaging and for retaining proof of shipment.

Can I exchange a product?

We do not process direct exchanges within the same order. After your return has been assessed, you can place a new order for the required product through the online store. This keeps stock, payment and invoicing correctly recorded.

When and how will I receive my refund?

Following a valid withdrawal, we will issue the refund within the statutory period. We may wait until we have received the products or until you provide proof that they have been sent back, whichever occurs first. The refund is made using the same payment method unless expressly agreed otherwise.

Will the original shipping costs be refunded?

For a full withdrawal, the cost of standard outbound shipping is refunded. Additional costs for a more expensive delivery method are not refunded. For a partial return, the original shipping costs generally remain payable.

My Account

How do I create an account?

Choose the option to create a new account during checkout or on the account page. Enter your details and set a password. The account can then be used immediately.

Will I receive an email after creating an account?

Yes. After registering, you will automatically receive a confirmation or welcome email in the language of the online store you used. Check your spam folder as well.

What should I do if I have forgotten my password?

Select ‘Forgotten password’ on the sign-in page. You will receive an email containing a secure link to set a new password. Always use the most recently received link.

What should I do if I cannot sign in?

First check your email address and password and use ‘Forgotten password’ if necessary. If you still cannot sign in, contact us using the email address linked to the account.

Can I change my name, email address, telephone number or address?

Yes. You can change these details yourself in My Account. Before placing each order, check that your invoice and delivery details are current; changing your account details does not automatically update an order that has already been placed.

Can I view previous orders and their status in my account?

Yes. My Account shows your previous orders and the current status registered by the online store.

Can I view or download invoices through my account?

Yes. You can view invoices for your orders in My Account and download them as PDF files.

Can I add a different delivery address to my account?

Yes. In addition to the standard account and invoice details, you can use a different delivery address. Check the selected address carefully before completing your order.

How can I have my account deleted?

You cannot delete the account yourself. Send your request from the linked email address to info@exoticsathome.com. Where possible, we will delete or anonymise the account. Information that we are legally required to retain for order, invoice or business records will remain stored for the mandatory retention period.

Contact and Customer Service

How can I contact Customer Service?

You can use the contact form, email info@exoticsathome.com or call +31 6 20 63 74 66. Our telephone service is available Monday to Friday, 09:00–18:00 Dutch local time. Send photographs or documents directly by email, as the contact form does not support attachments.

What information should I include with a question about my order?

Always include your order number, the name and email address used for the order, and a brief description of your question. For a delivery problem, also include the Track & Trace code and the requested photographs.

Which languages can I use to contact you?

You can contact us by email or through the contact form in Dutch, English, German or French. We will try to reply in the same language. For telephone calls, Dutch or English is preferred.

When can I expect a reply from Customer Service?

We will reply as soon as possible, usually within 24 hours on working days. A full response may take longer during busy periods or when an investigation by a carrier or payment provider is required.

Can I request additional product information before ordering?

Yes. If the information you need is not on the product page, send us the product name or link and your specific question. Please remember that the characteristics of live plants can vary between individual specimens.

How can I submit a complaint?

Preferably submit your complaint in writing to info@exoticsathome.com or through the contact form. Include your order number, clearly describe what happened and attach any relevant documents or photographs by email. We will acknowledge receipt and assess the complaint individually.

Where can I find help with a plant-care question?

Plant-care questions are covered in the Knowledge Centre, where information is organised by subject and plant group. If you still have a specific question about a product purchased from us after reading the relevant information, contact us and refer to the applicable Knowledge Centre page.