Q&A - Questions and answers

Orders can only be placed online at secretgarden.ro. To complete an order, you need an account / to log in to the website.

We cannot take orders by phone, email, chat, Facebook, or other social networks.

If you need help before ordering, write to us at comenzi@secretgarden.ro with the product link.

The store does not impose a general minimum order value. For certain services, such as courier delivery, the total value of the products in the cart must exceed a threshold (for example, over 49 RON for courier delivery in Romania). For international deliveries, the usual threshold is approximately 100 RON / 20 EUR.

Orders can be modified as long as they have not already entered the packing area, been packed, or handed over to the courier.

To add products, access your order from your account or the confirmation email and use the Edit Order option.

Once your order has been checked by our team, no further changes or additions are possible.

Attention: free shipping applies automatically only if the product value exceeds 399 lei when the order is placed.

We usually prepare orders within 1–3 business days. During busy periods, this may increase to approximately 6 business days, depending on the season, temperatures, holidays, or the contents of the order.

Shipments are generally made from Monday to Thursday. After shipping, delivery time depends on the destination and courier. More details: Delivery options.

As a rule, we do not call you after every order. Processing runs through an automated workflow, with updates by email and/or SMS.

When your order is shipped, you will receive confirmation and tracking information. On the delivery day, you may receive a message from the courier, including their phone number. You can also check your order status in your customer account.

We will only call you if any rare questions arise regarding your order. For questions, write to comenzi@secretgarden.ro and include your order number.

Standard courier (GLS/Bookurier)

• 25 RON
• free for product values over 399 RON

Driver delivery (Bucharest and part of Ilfov)

• 35 RON
• 19 RON for orders over 399 RON
• free for orders over 800 RON
• minimum order 100 RON

Express Delivery (+25 RON) means priority order processing, not guaranteed door-to-door delivery within 24 hours. Full details are available on the shipping page: Delivery options.

No. Driver delivery is a local service, available in Bucharest and some localities in Ilfov County.

• 35 RON; 19 RON above 399 RON; free from 800 RON
• minimum order 100 RON
• usually Monday–Friday, approximately 11:00–16:00

The plants travel without a box, in a temperature-controlled vehicle. The driver hands over the order at the vehicle. For cash on delivery, it is useful to have the exact amount ready.

Yes. Express has different meanings depending on the destination:

Local (Romania)

• Express Delivery = priority order processing, for an additional 25 RON
• does not mean guaranteed door-to-door delivery within 24 hours
• usually speeds up preparation to approximately 1–2 business days
• shipping from Monday to Thursday
• the courier's transit time after the package is handed over remains separate

International

• express = Express by Air, where the service is available
• transit after dispatch: usually 1–3 business days
• preparation and packing before dispatch are still required and are separate from the time in transit by air
• if the package exceeds the size / volumetric weight limit (maximum volumetric weight of 3 kg), the order is shipped by road
• the price difference is refunded as store credit

The cost is calculated at checkout, based on the destination country and package size. The final price is the one displayed at checkout.

Approximate:

• Bulgaria: approximately EUR 10; free above EUR 200
• Poland: approximately PLN 80
• Hungary: approximately HUF 4,100; free above HUF 61,600
• Austria, Czechia, Slovakia, Slovenia: approximately EUR 12.90; free above EUR 200
• France, Germany, Italy: approximately EUR 17.95; reduced to EUR 9.90 above EUR 150
• Belgium, Luxembourg, the Netherlands, Croatia: approximately EUR 19.95; reduced to EUR 12 above EUR 150
• Denmark, Greece, Portugal, Spain: approximately EUR 19.95
• Lithuania, Sweden, Estonia, Finland, Latvia: approximately EUR 29.95
• Ireland by air: approximately EUR 29.90
• Malta and Cyprus by air: approximately EUR 35.95

We deliver to eligible destinations in the EU. The minimum product value is usually approximately 100 RON / 20 EUR. Details: International shipping.

We accept:

• online card and wallets (PayPal, Apple Pay, Google Pay, Shop Pay / local processors)
• bank transfer (RON and EUR)
• Cash on delivery: Romania only, for eligible orders
• PayPo (buy now, pay within 30 days): Romania only
• Store Credit from the customer account, at checkout

International orders require payment in advance. Cash on delivery and PayPo are not available outside Romania. More details: Payment options.

PayPo is available only in Romania: buy now and pay within 30 days, subject to the service terms.

The initial limit for the first order is usually between 500 and 700 lei. After successful payments, the limit may be increased automatically. If the payment is not approved, you can choose another method or contact PayPo support.

Store Credit is store credit in your Secret Garden account. It does not expire and can be used as a payment method at checkout when signed in with the email address to which the credit was issued.

With some express checkout options (for example, PayPal or Shop Pay), it may not appear as an option.

For orders and questions: comenzi@secretgarden.ro or (+4) 0786 910 002, Monday–Friday, 09:00–17:00.

If a complaint is nevertheless needed after delivery: only by email at sesizari@secretgarden.ro, within a maximum of 24 hours of receipt, with clear photos and a brief description. Not by phone, WhatsApp, or social media. Response: 1–3 business days.

Plants are living organisms: minor imperfections may appear after transit (for example, a damaged leaf). In many cases, this is normal and the plant recovers after acclimating.

Let the plant acclimate for a few days in indirect light, without repotting immediately or exposing it to temperature shocks. Watering depends on the species and the condition of the substrate.

Minor signs after transit—for example, a damaged leaf—are often normal with live plants and do not necessarily indicate a serious problem.

Repotting guide: repotting · Cold season: packing plants in winter

Yes, the photos are real, but they represent the plant's general appearance.

A medium specimen from the listed batch is usually photographed. Its appearance may vary over time and from one batch to another, especially with live plants. Also check the product description (size, stage, notes about flowers or buds, if any).

We receive new plants almost every week, but we do not always have an exact date for a particular variety.

The simplest way is to add the product to your Wishlist and activate the back-in-stock alert on its page. You will be notified when it returns.

If you wish, you can email us at comenzi@secretgarden.ro with the product link; sometimes we can suggest a similar alternative from our stock.

For plants imported from Asian countries, the growing system is different: the plants are grown and shipped in “nursery soft pots” with sphagnum.

A 2.5-inch pot has an actual size of 2.5 inches, but the plant is of a similar age and size to a specimen grown in Europe in bark, in a 9 cm pot. A 1.7-inch pot is similar to a specimen in a 6 cm pot.

That is why, on the product page, the size may appear in the form of (2.5-inch pot ~ 9 cm). The system is efficient for both growing and transport.

Secret Garden discontinued its physical store in May 2026. We now work in the greenhouse, among the plants, focusing on a richer selection and more attentive customer support.

Orders are placed online at secretgarden.ro. Delivery is made by courier or, in Bucharest and parts of Ilfov, by our driver.

We do not have a showroom and do not offer on-site pickup. If you need help choosing a plant, email us at comenzi@secretgarden.ro with the product link.

Yes. For orders of EUR 500–1,000, you can use the voucher #discount5 (5%). Over EUR 1,000: #discount10 (10%).

Orders are placed on the website. Packaging is free, and for resellers/group orders, we can cover shipping costs above 5 kg. VAT exemption may be available for companies with a valid VIES number.

Full details: Wholesale conditions.

At Secret Garden, we value respectful and constructive communication.

Aggressive, threatening, or offensive behavior—including unfounded accusations or messages such as “If you don’t give me what I want…,” “Even if I’m wrong, I’ll make sure I’m right…,” or “I’ll leave you a negative review…”—may lead to permanent exclusion from services and support. In such situations, subsequent communications may be ignored or blocked.

The team is not required to continue conversations that create a hostile environment or affect staff well-being.