Shipping & delivery
ExoticsAtHome ships live plants and other products to various European destinations. The available shipping method, shipping costs and expected delivery time depend on the destination country and the total weight of your order.
This page explains which countries we ship to, how we process your order and which delivery information and options you receive from DPD.
Which countries does ExoticsAtHome ship to?
Countries available in the online shop
The countries to which we can ship through the online shop are displayed in the country selection during checkout. This list is leading, as the available shipping options and carrier conditions may vary by country.
Ordering from a country not listed in the online shop
Is your country not listed in the online shop? Please email us with the required products, quantities and full destination address. We will then check whether shipping through another carrier is possible.
You will receive information about the available shipping option and the associated costs in advance. Manual international shipping is not possible for every destination.
How are shipping costs calculated?
Destination country and shipping weight
Shipping costs are calculated based on the destination country and the total shipping weight of your order. Costs may therefore vary by country and order.
Checking shipping costs before payment
The final amount is displayed in the order summary before payment. You can therefore see the shipping costs before completing your order.
Processing and shipping your order
Processing time of 1 to 10 business days
The processing time begins on the first business day after your payment has been successfully received. From that moment, we prepare your order for shipping within 1 to 10 business days.
The exact processing time depends, among other things, on the nature, size and composition of the ordered products.
Processing time and delivery time are not the same
The processing time ends when we hand the shipment over to DPD. The delivery time begins afterwards and depends on the destination and the progress of the transport.
Once DPD has scanned the shipment, you will receive further information about the expected delivery.
Packaging live plants
Careful preparation for shipping
We do our best to package every order carefully and as appropriately as possible. We take the nature, size and composition of the products into account.
The packaging is intended to protect the plants as effectively as possible during normal transport and to limit movement inside the box.
Temporary changes after transport
Plants are live and natural products. A plant’s leaf position or overall appearance may temporarily look different after transport.
Check your order upon receipt. Do you notice clear damage, or have you received an incorrect product or found that a product is missing? Please report this to ExoticsAtHome using the Report a delivery problem form.
Plant care information for after delivery can be found in our Knowledge Centre.
Track & Trace and DPD notifications
When will you receive Track & Trace?
After DPD has scanned the shipment, you will receive a Track & Trace code by email. It may therefore take some time for the shipping information to become available after we have prepared your order.
You can use Track & Trace to follow the current progress of the delivery.
Expected delivery day and time window
DPD will provide information about the expected delivery day in advance. On the delivery day, you will usually receive an expected time window of approximately one hour.
The delivery day and time window remain estimates. This information may be adjusted during transport. The current information in Track & Trace or myDPD is therefore leading.
Language of DPD notifications
DPD sends Track & Trace and Predict notifications in the recipient’s language or in English. The language of a DPD notification may therefore not always match the language in which you placed your order.
Changing the delivery through DPD
Available delivery options
Depending on the country, shipment and delivery stage, DPD may offer various delivery options. Through the DPD notification or myDPD, you may be able to select another delivery day, a DPD Pickup parcelshop or a safe place.
Changes can usually be submitted until approximately 30 minutes before the indicated time window. Not every option is available for every shipment. The options shown by DPD for your shipment are therefore leading.
Delivery to a safe place
When you select a safe place, you give DPD permission to leave the parcel at that location. Check carefully in advance whether the selected place is dry, sufficiently protected and suitable for delivery.
For live plants, do not select a location where the parcel may be exposed to direct sunlight, rain, frost or other unfavourable conditions for an extended period.
What happens if you are not at home?
Delivery to a DPD Pickup parcelshop
If you are not at home, DPD may take the parcel to a DPD Pickup parcelshop. If you have given permission for delivery to a safe place in advance, the parcel may be left there.
The available option depends on the shipment and the delivery options offered by DPD.
Checking the delivery location
The delivery location is shown in the DPD notification or myDPD. Check this information if your parcel is not present at the delivery address.
Are you still unable to locate the parcel? Please report this to ExoticsAtHome using the Report a delivery problem form.
Can an order consist of multiple parcels?
A separate code for each parcel
Yes. A larger order may be divided into multiple parcels. Each parcel has its own shipping label and Track & Trace code.
DPD sends the Track & Trace information for each parcel separately after the parcel has been scanned.
Parcels may be delivered separately
The parcels are not always scanned or delivered at the same time. You may therefore receive multiple DPD notifications, or part of your order may arrive before the remaining parcels.
For an incomplete delivery, first check whether you have received multiple Track & Trace codes from DPD.
Delays or uncertainty during delivery
No new Track & Trace information
If the delivery is delayed, first check the current information in Track & Trace or myDPD. The expected delivery day or indicated time window may be adjusted during transport.
Has the expected delivery day clearly passed without any new information appearing? Please report this to ExoticsAtHome using the Report a delivery problem form. Include your order number and Track & Trace code so that we can check the shipment.
Track & Trace states ‘delivered’, but the parcel is missing
Does Track & Trace state that the parcel has been delivered, but you have not received anything? First check the delivery location, any selected safe place and the delivery details in Track & Trace or myDPD.
Are you still unable to locate the parcel? Please report this to ExoticsAtHome using the Report a delivery problem form.
Collection from ExoticsAtHome
Orders are shipped only
Orders are shipped only. Collection from ExoticsAtHome is not possible.
The company address is not a shop, warehouse or collection location and cannot be visited by customers.