Contact | Heijnen Plants

Customer service

Find the answer to your question

We will be happy to assist you

Do you have a question or do you need advice? Contact us in the way that suits you best!

It is important to us that our customers can approach us in a way they are comfortable with. That is why you can reach us by phone, email or by chatting via our social media channels.

Would you like to try to answer your question yourself? Check out our Frequently Asked Questions at the bottom of this page.

Hello! How can we help you?

Want to ask a question?

Did you know that our team is here for you, 6 days a week, morning, noon and night? We will be happy to help you in placing an order, choosing the right tree or plant, and answering any questions you may have!

Every question we receive is placed at the back of the queue. So please ask your question through one channel and not multiple channels at once. Otherwise, our list of questions will only grow longer. No need to worry that your question will be overlooked. We answer every question we receive as quickly as possible!

How can I place an order?

To order products, you must place them in the digital shopping cart. You can do this by clicking on the pink button with the shopping cart symbol for the corresponding product.

When all products have been placed in the shopping cart, you can complete the order from the shopping cart page by initiating payment.

Can I change my order?

Due to the set-up of our inventory system, we cannot change ongoing orders. The number of plants ordered cannot be increased or decreased. The only option you have is to cancel your current order. Following that, you will have the opportunity to place a new order.

Please note: Cancellations can only be made if we have not yet started processing your order. It is best to contact us by phone about this.

Can I cancel my order?

Cancelling your order is only possible if the order has not yet been sent out from our nursery. Please contact us by phone about this.

How can I pay for the plants securely?

When you go to the shopping cart and click on 'checkout', the payment methods we use will automatically appear on the screen.

Do you charge a minimum amount to order?

Yes, we have a minimum order amount of £27,50, excluding shipping costs.

Are the prices inclusive or exclusive of VAT?

All our prices include VAT.

Can I order from Heijnen Plants as a consumer?

Yes, we deliver to both consumers and corporate customers. Creating an account is not required for consumers, however it is convenient.

Can I come and pick out plants at the nursery?

No, our plants can only be ordered through the web shop.

What is the delivery time for my plants?

We generally maintain the following delivery times:

Package shipments

Delivery time is 1 to 5 business days after receipt of payment. The packaging time, including transportation to the customer, is usually less than 24 hours. Orders prepared for shipment on Friday are usually delivered on Saturday. You will receive a track-and-trace code from our carrier to track your order.

Pallet shipments

For pallet shipments, you can choose your own delivery week in our web shop. Typically, delivery time is between 3 and 9 business days. The exact delivery day and time is not fixed. It will be from Tuesday to Friday between 8.00 am and 6.00 pm.

Please note that in exceptional cases, due to certain circumstances and/or order compositions, deviations from the above delivery time may occur. If that is the case, we will indicate the delivery time that applies to your order in the shopping cart. Also, the shopping cart will show whether it is a package shipment or pallet shipment.

How will my plants be delivered?

We send small to medium-sized plants as package shipments, using parcel services. Large garden plants and trees are shipped on pallets and delivered to your home by a transport company. To prevent damage to plants, we pack all of our garden plants in a careful and secure manner so that quality is maintained. So don't worry about this!

More information and photos on how we package our plants can be found here.

Can I choose a day or time for my order to be delivered?

Currently, it is not possible to choose a specific day or time.

For package shipments, you can choose either the fastest possible delivery (1-5 business days) or delivery in a specific delivery week. For pallet shipments, you only have the option of choosing a delivery week.

Will I receive advance notice when my order will be shipped/delivered?

For package shipments, you will always receive advance notice of when the order will be delivered and you will receive an email about the time of delivery in the morning on the day of delivery. This is always estimated in 1-hour periods.

For pallet shipments, you will not receive advance notice. The delivery week you selected is the week in which your order will be delivered.

Do I have to be home when my order is delivered?

Both package and pallet shipments do not require you to be home when the plants are delivered.

In the case of package shipments, we will attempt to deliver the plants to one of the neighbours, or else to a collection point. If you know in advance that you are not going to be home at the time of delivery, please choose one of the following options:

Change the delivery address or day of delivery
Have the package delivered to a collection point near you
Give drop-off permission (for example, under the carport or by the front door)

In case of Pallet Shipments, we will place the plants in a suitable spot around your house or driveway. This does require that your home or business premises are accessible by a small truck (7.5 tons).

Is it possible to pick up my order?

For package shipments, you can have your order delivered to a collection point near you. With the many collection points out there, there is always one nearby. You can specify this option during the ordering process.

It is not possible to collect a pallet shipment from a collection point. You can see if it is a package or pallet shipment in the shopping cart.

How much am I paying in shipping costs?

Shipping costs are highly dependent on order composition. Some products are delivered to you free of charge from £250 up and for some products we are unfortunately unable to offer free shipping. Check the shopping cart to see what the shipping costs (if any) are for your order.

To what countries/territories do you deliver?

We deliver plants in nine European countries: the Netherlands, Belgium, Germany, Austria, Switzerland, England, France, Sweden and Denmark.

Please note that we charge a surcharge for delivery to the Dutch Wadden Islands. This surcharge is automatically calculated in the shopping cart.

In what condition will my plants be delivered?

To ensure that the plants are of high quality and arrive to you in optimal condition, we dig them out (with root ball or bare root) as close to departure as possible in the nursery, and we thoroughly check and water them before departure. The plants are then carefully packaged so that they can withstand transportation and not dry out.

Potted plants are picked from the nursery as close to shipping as possible and packaged at the last minute to keep packaging times and lead times as short as possible. This is for optimal preservation of quality. Even in case of any delays during delivery, longer packaging time is usually not a problem.

Important to read through: plant conditions at the time of delivery

Do I have a warranty on the products ordered?

Every plant you order from us comes directly from the nursery and is selected based on quality. You get a growth guarantee on these plants. This means that the plant will be well rooted and showing growth within 1 month from the delivery day, especially if proper soil preparation and planting instructions are followed.

Of course, there is always the possibility that a plant dies or does not grow as it should. In that case, please contact us immediately. Our customer service department will respond within 2 business days.

Please note that no warranty claims can be made in the following cases:

- Failure to follow our soil preparation and planting instructions
- Administering too little or too much water
- Frost damage after delivery of the plant(s)
- Damage caused by weather conditions, pests, animal damage, mould and/or improper use (e.g. of plant protection products and fertilisers) after delivery

* Please note that root stock plants are excluded from the growth guarantee and right of withdrawal.

Can I return my order?

It is possible to return your order within a period of 14 days. This period starts from the moment the order is placed.

View all terms and conditions regarding the returning of products here.

I have not received my plants

If your order was not delivered on the agreed day/delivery week, please use this form to send an email. That way, your message can be processed as quickly as possible.

I received the wrong type of plants

If you received a different variety than the one you ordered, please send an email using this form. That way, your message can be processed as quickly as possible.

I received my order late

If you received the plants you ordered late and would like to make a complaint about this, please send an e-mail using this form. That way, your message can be processed as quickly as possible.

I received the wrong number of items

If you received the wrong number of plants, please send an email using this form. That way, your message can be processed as quickly as possible.

The height of the plants I received is not correct

If the height of the plants you received does not match the plant height you ordered, please send an email using this form. That way, your message can be processed as quickly as possible.

I am not satisfied with the quality of the plants I received

If you are not satisfied with the quality of the plants you received, please send an e-mail using this form. That way, your message can be processed as quickly as possible.

My plants look different from the pictures in the web shop: why is that?

Garden plants are living products and can therefore vary in appearance over the seasons. The flowering, size or colour of the plant can all vary. Because of this, there is a chance that the plants delivered to you may look different from the photos in our web shop.

All of the garden plants we supply come directly from the nursery, so they are always of high quality, regardless of the appearance or time of year the plant is ordered.

Is Heijnen Plants associated with a quality standard for online shops?

Yes, Heijnen Plants is certified by Trusted Shops. The Trusted Shops quality standard certifies that Heijnen Plants is compliant with both European and national laws. This protects you as a consumer, so you can shop with us worry-free and securely.

You can read the Trusted Shops Terms and Conditions on their website.

General terms and conditions and right of withdrawal

Our General Terms and Conditions, as well as information regarding the exercise of the right of withdrawal, can be found on this page.

Privacy policy

Details of our privacy policy can be found here.

Disclaimer

View our disclaimer here.

Should I plant the plants immediately after delivery?

We recommend planting the plants in the garden as soon as possible after delivery. If planting is not immediately possible, place the plants in a (sheltered) away from the sun and space them apart so that air can circulate. Water them on time and sufficiently to prevent them from drying out. Always try to plant root ball/bare root plants within 3 days of receipt (preferably sooner). Potted plants can stay out of the ground a little longer, but again, please plant them as soon as possible!

What is the best period for planting garden plants?

The planting period depends on whether the plant/tree is delivered in a pot (pot grown) or delivered as a root ball/bare root plant (freshly uprooted from the nursery). You can find advice on the right planting time here.

How should I plant my garden plants?

The best way to plant depends on the type of plant. Our planting instructions page has all the information you need on how to plant different plant varieties.

How should I care for my plants?

On each plant variety's product page, under the heading 'Planting & Care', you will find information on how best to care for the plants. This includes pruning, watering and fertilising the plants. You can also find lots of information on plant care on our Planting & Care page.

How many plants do I need?

The number of plants you need depends on the size of your garden or terrace and on the size of the plants at the time of delivery. On each plant variety's product page, we outline how many plants you need per linear metre and/or per square metre.

We also have a handy tool to calculate the number of square meters. You can find this here.

What is the ideal plant spacing distance?

Plant spacing depends on the type of plant you order and the size of the plant at the time of delivery. On each plant variety's product page, we describe how many plants you need per metre/square metre.

If you then place the recommended number of plants equally spaced on the metre/square metre, you will always have the perfect spacing between plants for every plant variety.

Heijnen Plants customer

24 November 2023

Really good plants with multiple stems. Well packed and in good condition - but do as they say and unpack immediately. Planted, have made an instant dense screen.

Heijnen Plants customer

27 October 2023

I was impressed with their follow up and communication. The plants arrived in very good condition.

Heijnen Plants customer

24 March 2023

Really healthy plants, well packed and arrived when we expected them!

Heijnen Plants customer

17 January 2024

I was impressed with their follow up and communication. The plants arrived in very good condition.