Frequently asked questions

• Ordering
• Registration
• Delivery
• Payment

What do you get from us?

We try to ensure that you get good value for the plants that you are purchasing. This means that we prefer to provide you with pot plants. Only when there are no pot plants in stock we may provide you with smaller plants (cuttings).

All our plants are grown in 10 cm pots. Pelargonium Regals are grown in 12 cm pots.

Before shipping the plants, the plant root ball will be inserted in a plastic sleeve. The plants themselves are than further wrapped in paper.

All plants are labeled.

Because we have special shipping rates, we can ship up to 60 plants per box for the same price.

Are the colors of the flowers in the shop always corresponding to reality?

The color of the flowers depends on the maturity of the flower. A flower that has just opened often has a different color than a flower that is open for several days. Flower colors are also often dependent on the nutritional status of the plant and where the plant is grown. Less or more sunlight can affect the flower color.

Even though viewing a picture on your screen can look different than the flower in reality. This depends on your display type and display settings.

But blue remains blue and green stays green. So yes, the colors of the flowers correspond to reality.

Ordering

Can I get help with placing my order?

When you have never ordered online and you can use some help, or if you have further questions? You can contact us during business hours on +32 (0) 474 440 706

Can I take a look at the products somewhere?

Yes, you can always visit the nursery during opening times.

How do I know how much I have to pay?

For each article you’ll see the price including VAT. The shipping charges will be extra and the costs are clearly stated before you confirm your order. Please note, in countries that are not in the economic part of Europe, we are obliged to apply for a plant passport. The plant passport is issued by a Federal Agency. An inspector will inspect the plants at the nursery. Plants that are not accompanied by a plant passport are destroyed at the customs control.

How much are the shipping charges?

We have one and the same shipping price per parcel, up to 31.5 kg.

Customs clearance can cause delay in the transit time.

All these countries belong geographically to Europe, but not all are within the economic zone.

There is no shipping to the islands, if you do want to order you can always give a delivery address on the mainland. Please note that shipping to offshore islands, including the Channel Islands, islands off the coasts of Scotland and the Netherlands, as well as many others is extremely high.  This does not include Great Britain or Iceland.  

The supplement FAVV is the surcharge for obtaining the plant passport.

What if a product is not available?

On each product page you can see if a product is in stock. Most of our products are in stock and can therefore be delivered immediately. When a product is temporarily out of stock we can email you so that you know when you can order. 

Because we both do online sales as well as sales at the nursery, it may be that a product is still shown online as being in stock when it is not. We will always contact you should this occur.

Should it be that a product is in stock and the rest of your order isn’t, then we wait to ship until all products are available for delivery. If you want the available items already? That’s possible, just let us know, but keep in mind that you will have to pay shipping costs for each shipment.

Registration

Do I have to register myself to buy from Katrien Michiels?

The first time you shop with us, we ask you to register your personal details during the check out procedure so we can send your items to you. For all subsequent orders, it is sufficient to login with your e-mail address and your chosen password.

Why do I need a password?

Using your password, you can easily place orders and get access to personal services from our shop. You are free to choose your password yourself. A combination of letters and numbers is of course the best option.

Can I change my username and password?

Your username is always the same as your email address. You can choose your own password. A combination of letters and numbers is of course the best.

You can change your e-mail address and password under ‘My Profile’ when you are logged in at our web shop.

Delivery

How fast will I receive my order?

Please note that a plant order can’t be sent when temperatures below 2°C and above 27°C. This is to prevent damage and deterioration of the plants.

Basically what this means is that we don’t ship plants during the winter months and during the hottest summer periods. Other products can be sent all year round.

We also try to be aware of the transit times. Plants that are sent to further destinations are therefore sent on Mondays while destinations with a shorter transit time may be sent later in the week. We always try to ensure that plants are with you before the weekend (when transit time allows).

Under normal conditions plants are sent as soon as possible after receipt of the payment.

How can I receive my order when I’m not at home during the day?

No problem, you can always provide us with your work address or a neighbor’s address when you are placing an order. Did you enter your own address, but for one reason or another you are not home at the time of delivery? The courier will leave a card in your mailbox. You can simply contact the courier and arrange when the parcel can be delivered.

Can I send a parcel to another address than mine?

That’s possible! During ordering, you can give up a delivery address others than your own.

Can I follow the status of my order?

As soon as the order is sent, you will receive from us a tracking number and a link where you can follow your parcel.

What should I do when there is a problem with my package?

When you receive the delivery, if you notice that something is broken, contact us within 24 hours on the number +32 (0) 474 440 706 or at fuchsia.michiels@skynet.be . After consultation you can send the parcel back to us and we will take the necessary steps to replace the item.

Returns should be sent to: Kruisstraat 51, B-2500 Lier – Koningshooikt.

Plants cannot be returned!

Force Majeure

Katrien Michiels cannot be held liable for non-compliance with any obligations it may have with respect to the customer resulting from occurrences beyond its control. This includes any serious interruptions to Katrien Michiels activities and any delays caused after the package has left the control of Katrien Michiels. 

Payment

How can I pay for my order?

You can pay for your order from Katrien Michiels immediately online with your credit card, Visa/Mastercard or Bankcontact.  During the checkout, you can choose which payment method suits you best. You rather prefer not to pay online? You can also transfer the amount to our bank account.

Note: if you pay by bank transfer, your parcel will only be sent once we have received your payment. It can take a few days before the money is on our account. The payment has to be on our account within 5 working days. Otherwise your order will be cancelled.

Because Katrien Michiels uses a secure Internet connection, known as Secure Socket Layer’protocol, online shopping is perfectly safe with us.

Not satisfied? Money back!

In accordance with consumer protection laws, you have the right at all times to return your order to us without explanation for a full refund. All such items must be returned “unused” within seven days in the original packaging. Perishable products such as plants are not covered by this law and therefore they cannot be returned. Returns are made at the expense of the buyer.

Returns should be sent to: Katrien Michiels, Kruisstraat 51, B-2500 Lier – Koningshooikt, Belgium

We will refund your money by bank transfer upon receipt of the returned goods.