Customer Service

You'll always see the exact shipping rate before you pay. No surprises later on.

Heavy and large products

Products such as Pond substrate large pond kits are shipped via special delivery (not included in standard shipping costs). Shipping costs are automatically calculated at checkout.

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We do not include shipping costs in the product price. This way, you never pay twice when purchasing multiple items.

International shipping

We ship exclusively to the countries listed above. We do not ship to islands (Canary Islands, Azores, Madeira, Corsica) due to customs regulations and restrictions on live plants.

Orders without a specified delivery date will be Shipped the next business day. You will receive a tracking link via email as soon as your order is on its way.

Large orders may be shipped in multiple packages. Pallet deliveries are delivered to the curb.

Please note: Refusing a pallet shipment will result in additional charges.

Our delivery partners: DHL, Bpost, Colis Privé, and Mainfreight (pallet shipments). We automatically select the best carrier based on location and reliability. If something goes wrong, your shipment is insured and we’ll take care of it.

We'd be happy to help you with that. Email us at support@vdvelde.com with:

• Your order number
• Clear photos of the product and the packaging (inside and outside)

Unfortunately, we cannot process your report without photos.

Is your order incomplete?

We often ship large orders in multiple packages. Check the status via your Track & Trace.

When placing your order, you can select your preferred delivery date. We recommend choosing a date one day earlier than you actually need it.

Orders without a delivery date are usually shipped the next business day. Orders placed on Friday are typically packed on Monday.

We ship international orders (outside NL, Belgium, and DE) on Mondays or Tuesdays.

Our plants are packaged in dry, sturdy, and sustainable recycled materials. They can safely remain in the packaging for a few days. Brown leaves or a bit of mold? No problem—it will disappear on its own after planting.

Tip: Choose a delivery date 1 to 2 days earlier than your desired date to avoid delays.

No, pickup is not available. We are an online store and ship everything directly from our nursery. Thanks to our careful packaging and quality control, plants always arrive in top condition.

The carrier will usually deliver the package again the next business day or to a pickup location. Check the exact location in your Track & Trace.

Add products to your cart, enter your information, and complete your payment in our secure payment environment (Mollie, SSL). An account is not required—you can also order as a guest. After payment, you will immediately receive an order confirmation via email.

Tip: Want to lock in the current price? Order today and select your preferred delivery date. We won’t ship until that day.

Check your account and your spam folder. If you still haven't received anything after 45 minutes, please contact our customer service.

You can pay securely using: iDEAL, credit card (Visa/Mastercard), PayPal, Bancontact (Belgium), and Apple Pay. All payments are processed securely through Mollie.

Your invoice will Shipped automatically Shipped will be available in your account. We automatically charge Dutch VAT. Are you placing a business order? Enter your company name and VAT number at checkout. You can claim a refund for the VAT paid through your own VAT return. Invoices cannot be modified after they have been issued.

Reverse-charged VAT? This isn't possible via the OSS system within the EU. That's why we charge VAT, even to business customers.

Yes, for orders totaling €2,500 or more. We do not ship to individual addresses.

Available: plant terrariums (Biodome, Corky) and mini plants. We do not offer bonsai as promotional gifts, but you can order them separately through our website.

You can ship DIY terrariums yourself. It’s best to have ready-made terrariums delivered to a central location and distribute them yourself (otherwise the plants will get mixed up).

View our promotional gifts →

Once you've placed your order, we can no longer make any changes or cancellations. Orders are processed automatically right away —even if you haven't ordered any plants.

Not available: adding or removing products, customizing orders, or adding a card. We deliver everything exactly as described on the website.

If you don't want to keep the order, you can return it after receiving it in accordance with our return policy.

Orders containing live products (plants, bacteria) cannot be canceled. Refusing such a package will always incur a fee.

Yes, you can enter a different shipping address at checkout. The invoice is never included in the box; it’s always sent by email—which is handy if you’re sending a gift.

This is only possible as long as the order hasn't been processed yet. If the status says "in progress," we can no longer change the address. Please let us know as soon as possible at support@vdvelde.com.

Yes, but only non-perishable items.

Non-returnable: plants, Pond bacteria BACTA CLEAR, BACTA TAB), and other perishable items.

Returnable if:

• Returns must be reported within 14 days of receipt
• The product is unused and in its original packaging

Register your return through our Return portal →

Please note:

• Used or damaged products will not be accepted
• Returns without prior notification or a return label are at your own risk

You pay the return shipping costs when you create the return label through our portal.

Netherlands, Belgium, Germany: Box €10 · Pallet €150

Other EU countries: Box €20 · Pallet €300

Return shipping costs apply per package. Multiple boxes = multiple labels.

Once we have received and inspected the item, we will issue a refund within 14 business days via the original payment method.