Dear Customer,
As you may have already read in the mail, our customer service is temporarily almost completely absent between June 14 and June 30. What this means for you, we would like to explain briefly:
Despite the absence of customer service, orders will still be processed. However, this means several things:
Cancellations
Can I still cancel my order during this period? Orders are checked once per business day. Your order will be refunded by our bookkeeper the following Wednesday or Thursday. So please report cancellations in a timely manner!
Business to be picked up after June 30
Complaints
Complaints regarding orders that have been shipped will be picked up as soon as possible again in July. There will be no complaint handling for over 2 weeks. But we will make up for this as soon as possible once the employees handling this are back.Questions
Any questions about products, current orders or the carrier will be addressed again as soon as possible starting July 1.What is temporarily not possible?
Change order
Temporarily it will not be possible to change the content of orders or add plants to an order.Change address
So please check your address carefully before completing the order, because the address cannot be changed afterwards through our customer service.Choose shipping date or day
It is temporarily not possible to specify dates or days when you want your order to be shipped.Automatic mails
Order confirmation and tracking link
Automatic emails, such as order confirmation and shipping confirmation, do get sent as usual. This is an automatic process, so you will be kept informed about these things.
Reason for customer service absence
During these weeks, we have unfortunately not been able to arrange a securing replacement with sufficient plant knowledge in time. New employees are currently not yet familiar enough with the software to allow them to work independently already.
Alternative temporary closure
The alternative was to temporarily close the webshop. However, because we would like to provide everyone with the plants in a timely manner, we decided against this. This way we do not have to catch up with too many orders in a short period of time and it remains manageable for our small team after customer service returns in July. However, there remains a possibility that some orders may be slightly delayed.
