Before making an order on our website, you should take in consideration the following:
- Our current processing time is between 1-3 working days (This does not include shipping transit time)
- We currently work only with the courier GLS because of the price that they offer for big packages. Hopefully in the future we will have more options.
- If you have received a tracking number, it means that we have shipped your package. If GLS has not scanned your package within 24 hrs of receiving your tracking number, please notify us promptly so that we may investigate and locate your package within the GLS organization.
- If an incorrect address was provided with your order and the package has to be re routed and reshipped, you'll be responsible for paying full shipping for the reshipment and if necessary the replacement order - please make sure to provide your correct address.
- The packages for Area 1 will be delivered by the GLS in around 2-3 working days, calculated after the package is handed by us to the courier. If your package is not delivered in time, please contact the carrier - after that, also contact us and provide all the informations.
- The packages for Area 2 will be delivered by the GLS in around 5-7 working days, calculated after the package is handed by us to the courier. Due to Corona crisis, delivery time might increase - from our knowledge, there are some delays in France, Austria and Italy. If your package is not delivered in time, please contact the carrier - after that, also contact us and provide all the informations.
- The packages for Area 3 will be delivered by the GLS in around 7-8 working days, calculated after the package is handed by us to the courier. If your package is not delivered in time, please contact the carrier - after that, also contact us and provide all the informations.
- You can find below the transportation fee for each country and the courier name to choose when creating an order.
|Carrier name||Country||Cost||Delivery time (estimation)|
|Area 1||Bulgaria||70 ron ~ 15.4 Eur||2-3 working days|
|Area 1||Czech||70 ron ~ 15.4 Eur||2-3 working days|
|Area 1||Hungary||70 ron ~ 15.4 Eur||2-3 working days|
|Area 1||Slovenia||70 ron ~ 15.4 Eur||2-3 working days|
|Area 1||Slovacia||70 ron ~ 15.4 Eur||2-3 working days|
|Area 2||Austria||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Belgium||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Croatia||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Denmark||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||France||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Germany||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Greece||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Ireland||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Netherlands||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Italy||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Luxembourg||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Poland||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Portugal||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||San Marino||90 ron ~ 19.8 Eur||5-7 working days|
|Area 2||Spain||90 ron ~ 19.8 Eur||5-7 working days|
|Area 3||Sweden||280 ron ~ 59.4 Eur||5-7 working days|
|Area 3||Latvia||280 ron ~ 59.4 Eur||7-8 working days|
|Area 3||Estonia||280 ron ~ 59.4 Eur||7-8 working days|
|Area 3||Finland||280 ron ~ 59.4 Eur||7-8 working days|
|Area 3||Lituania||280 ron ~ 59.4 Eur||7-8 working days|
|Area 3||Malta||280 ron ~ 59.4 Eur||7-8 working days|
|Area 3||Cyprus||280 ron ~ 59.4 Eur||7-8 working days|
*** Due to Brexit, for the moment we are no longer able to ship to UK.
- The payment will be done in advance.
To pay for the ordered products, you can choose from the following payment methods:
1. Online card payment through a secure page offered by our partner, EuPlatesc.ro. Orders with unfinished payment will be canceled automatically and the products will not be reserved.
2. Bank transfer / payment order (processing may take longer). If you have chosen bank transfer / payment order as the payment method, the following window will thank you for the placed order and provide you with the necessary information for the order and payment. This information is also automatically sent to your email address. For a faster order processing, it is necessary to send us the proof of the payment - the order enters preparation only after the payment confirmation. Unconfirmed payments after 3 days will be automatically canceled.
- When creating an order, you have the option to choose the currency EUR or RON.
- Here are the bank details for bank transfer in EUR:
Account holder: SC BEST FLORIST SRL
IBAN EURO: BE84 9671 8285 4359
Bank: TransferWise Europe SA
Bank Adress: TransferWise Europe SA, Avenue Louise 54, Room S52 Brussels 1050 Belgium
- The packages are shipped at the beginning of the week (Monday and Tuesday) in order to avoid that the plants stay in the box in a warehouse for the weekend.
- The package cannot be opened upon delivery, because the flowers are perishable products and the packaging procedure is not standardized.
- The flower shop's responsibility for the packages with perishable products ends when the package is handed over to the courier. Damage to plants during transport is a risk assumed by the customer. Packing live plants is not a standardised procedure, as in the case of other products (electronics, appliances, etc.). Plants are live, perishable products that we pack at your request, trying to protect them as best we can, so that they reach their destination in the best possible conditions - but the condition in which they arrive can be influenced by many factors that we cannot control, such as: large temperature variations, the way couriers handle the package or other incidents. Although such situations occur quite rarely, due to these factors, we cannot guarantee the integrity of plants following transport by courier.
- An additional fee may be charged for bulky packages or heavier than 5 kg.
- During cold season, cold damage can appear even if we pack the plants very well with protection - transit time is long and your local carrier warehouse might not be heated (temperature control) or the package might be left in a truck over night. This kind of things are out of our control and we don't offer compensation. Also, when you receive plants in the winter, you must follow this instructions: https://secretgarden.ro/content/40-impachetarea-plantelor-in-conditii-de-iarna-si-recomandari
If there is a case of cold damage, you must cut the all the affected parts of the leafs and let them heal. After cutting, you can use cinnamon or a contact fungicide to dry the wound faster (make sure that no cinnamon will go on the roots of the plant).
- Plant stage. It is an informative feature, meant to create an image of the stage of the plant. For example, the notion of "Flowering Plant" refers to the fact that the plant is in bloom, but can be at any time of flowering - with or without buds, fully open flowers, etc. and also, in case of courier transport or a delayed pick-up from the store, it can be completely without flowers. Features such as "Plant with stem / flowers / buds" is an enumeration in which one of the specifications applies, not a combination of specifications. A flower stalk is also a flower stalk, regardless of size.
The characteristic "Initiated stem" is meant to signal that the plant has a floral stem, at any stage - from a few mm growth to the flowering plant.
The size and general appearance of the plants. The height of the plants is also measured with pots. Because plants are natural, each specimen is different, both in shape and development. The dimensions specified on the product page are indicative, and the information must be treated as such, with a strictly informative and relative character. Example:
- between two plants from the same lot with the specification "height 60cm", there may be a difference of 10 cm or more.
- between a flowering plant and a plant without flowers, the difference in height can be 40 cm or more, the height being sometimes given by the floral stem
- Pot diameter - is information taken from the manufacturer, for information and relative. There may be differences depending on the origin of the plants, horticultural and production standards in the country of origin, the method of conversion (eg from inches to cm), etc.
The images are informative, presentation and can be made in their own locations, in greenhouses (with growth lights that can distort the image), or provided by the producers, edited by them or not. Other aspects that can generate differences between images and reality: the stage of plants and inflorescences at the time of shooting, color variations specific to hybrids, the same variety grown in greenhouses and different conditions, the light in which pictures are taken and the camera used + each individual's perception of colors .
- Color variations of flowers and leaves. Both hybrids and species may have more or less significant variations in color / shade, which occur naturally and cannot be controlled by the producer or trader. Sometimes, in the case of hybrids, the flowers can be completely different, even if the plants have the same parental formula. The general appearance of the plants may be different depending on the season, growth stages and / or other peculiarities. The flowers and leaves can also present differences in shade / color depending on the season, the fertilizer used, the soil pH, growing conditions, producer, etc.
- The scent of flowers. The scent of species and hybrids is manifested under certain conditions, and the perception of each person may be different. Under stress (transport, moving, handling, etc.), the flowers of the plants may not have a specific scent. For some species, there are certain triggers (eg in Phalaenopsis the presence of sunlight in the morning). Data on flower fragrance come from producers and / or communities (eg groups of plant lovers). This information is informative and does not present a guarantee.
- The condition of the roots. Although we strive to check the plants as well as possible, the condition of the root system cannot be checked by us - a possible check would mean removing the plants from the pots, but this procedure involves a significant destabilization of the plants before transport on the one hand, but also a very high operating cost.
- Tropical / exotic plants are not produced in Romania - they come from suppliers in other European countries (eg the Netherlands, Germany) or even distant exotic countries (eg Taiwan, Thailand). During transport, they suffer from various stressors - such as differences in temperature and humidity, moving / packaging, phytosanitary inspections, etc. - which can affect them aesthetically to some extent, without influencing their viability. Because plants are natural, each specimen is different, both in shape and development.
- Phytosanitary treatments. Frequently, on the leaves there will be residual marks (spots of various colors) due to phytosanitary treatments, but they can be washed with water or special plant products. In very rare cases, some susceptible varieties may show minor burns or slight signs of toxicity following phytosanitary treatments.
- Traces of pests. Plants do not grow and do not live in a sterile environment. All farms and all breeders face pests, and this situation is normal and predictable - as long as pests exist in nature, contamination is very easy: pests can be carried by the wind, on clothes, on hands, can penetrate through areas of ventilation, etc .. It is important to remember that the plants are treated both preventively and if pests are observed - complex treatment schemes are used, which give the plans even immunity for a certain time. Before leaving the greenhouses, the plants are checked by the authorities, declared "pest free" (pest free) and suitable for sale, according to the horticultural standards in force. The fact that there are traces of pests cannot be equivalent to the existence of pests.
- Transport pots and their contents. Plants sold on the platform www.secretgarden.ro are delivered as they come from producers - the pot may be undersized for reasons related to transport efficiency, or may contain materials that ensure long water retention, so that the plant survives during transport international. Sometimes the pots can become cracked or damaged and the substrate can be degraded. Sometimes, in the substrate or on plants can be found myriapods, spiders or other harmless living things for humans, used by producers in order to biologically control (without chemicals) pest populations (for example, the spiders used are harmless to plants and humans, but they feed on populations of red spiders and mites harmful to plants; myriapods are predators for worms and other harmful insects).
- The soil and the way of cultivation differ depending on the producer and the growing method, and different materials used as substrate or support in plant culture have different properties - after receiving the plants, it is the customer's responsibility to check if the substrate is in good condition and compatible with the microclimate in which the plants and watering habits will grow, and will replace it if necessary. Adapting plants can be much easier when these factors are taken into account.
- Plant care. After the moment of acquisition, the responsibility for the care of the plants lies with the client. Given that plants are living, perishable products (no. Susceptible to rapid deterioration), each customer has the responsibility (including moral) to document and provide them with the microclimate necessary for survival and harmonious development. Basic information about plant care is available on the manufacturer's labels (represented by symbols) and as far as possible, on the product page and on our blog.
- Plant identification. The plant identifications come from renowned producers around the world and are considered correct, being verified by us within the limits of operational possibilities and the availability of credible sources of information. Sometimes the plants may have unregistered names, or their identity cannot be confirmed exactly. In rare cases, labeling errors are discovered (especially in the case of plants without flowers) or growers use trade names to better promote certain varieties. When a possible error is discovered, we check and update the information, if it is confirmed, in the shortest possible time, from an operational point of view. We cannot be held responsible for labeling errors by manufacturers because we have no control over this process.
- Plants without ID. Rarely do we receive unidentified plants from growers. In such cases, when possible, the plants are identified with the help of the community and with the help of the resources available online.
- Hidden defects. Although we make efforts to inspect plants as well as possible and work with some of the best growers in the world, sometimes there may be hidden defects, such as: the presence of pests visible only under a microscope, the presence of pests in the substrate or in unopened flowers, etc. A general normal, species or hybrid aspect, taking into account all the specifications of point 7.1 of this document (Terms and Conditions of Trade), is considered satisfactory.
- Terminal stem the Phalaenopsis. Some specimens, or in the case of certain hybrids all specimens, may have terminal stems. The terminal stem is not a quality problem and no distinction is made between specimens with terminal stem and those without, the plants being in both situations in accordance with international horticultural standards. More details about the terminal rods can be found here: Phalaenopsis terminal rod
- Plant Passport. As of January 2020, all plants imported from EU member states have on the label, on the pot, on the packaging foil, or on the box (if they are without pots) Plant Passport with a unique registration number - Plant Passport is the certification that certifies that the plants have been checked by the competent authorities of the European Union and fully comply with the horticultural standards in force, being suitable for marketing in the EU. Plants without Plant Passport come from phytosanitary authorized exporters through other types of national or international certificates.
- Phytosanitary Certificate. Plants imported from outside the EU are inspected upon entry into the EU - the inspection involves a detailed physical check of the plants and the treatment scheme applied in the exporting country, as well as documentation certifying that the plants come from authorized growers.
- Risks associated with courier delivery
Packing live plants (and related accessories) is not a standardized procedure, as in the case of other products (electronics, appliances, etc.). Plants are living, perishable products that we pack at your request, trying to protect them as best we can, so that they reach their destination in the best possible conditions - but the condition in which they arrive can be influenced by many factors that we cannot control them, such as: large temperature variations, the way couriers handle the package or other incidents. Although such situations occur quite rarely, due to these factors, we cannot guarantee the integrity of the plants following the transport by courier.
In case of sending the flowering plants, the floral stems / inflorescences are susceptible to damage during transport.
Delivery of live plants and ceramic vessels by courier is done on request and involves certain risks:
- although these cases are very rare / exceptions, there is a possibility that the plants will arrive broken at the destination.
- although these cases are very rare / exceptions, there is a possibility that for flowering plants, the flowers will be damaged or passed to the destination.
- in the case of ceramic, glass or brittle vessels, there is a risk of breakage during transport.
Any complaint / notification regarding the plants is analyzed only if it is sent on the day of receiving the plants, accompanied by qualitative / relevant pictures that highlight the claimed situation. Due to the perishability of plants, the characteristics can change later, depending on the microclimate, human factors, etc ..
The notifications referring to the plant health, in the context in which the plants have a Plant Passport or Phytosanitary Certificate, will be taken into account only if they are accompanied by a phytosanitary certificate attesting the claimed defect.