Q&A - Questions and answers

In our Bucharest store, you will find only a selection of plants and accessories. Most plants are kept in the greenhouse, where growing conditions are much better.

Before visiting the store to purchase a product, we recommend placing an online order with in-store pickup.

Orders can only be placed online on the website, and to submit an online order, you need to register. We cannot accept orders received by phone, email, chat, Facebook (or other social networks), etc.

Our shop does not impose a minimum order value, but for certain services, such as free wrapping and courier shipping, the total value of products in the cart must exceed a certain amount. For orders that cannot be delivered by courier, there is the free option of in-store pickup.

Orders can be modified if they are not already in the packing area, packed, or handed over to the courier for delivery.

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

Once the order has been verified by our team, no changes or additions will be possible.

We always process orders as quickly as possible. Currently, order preparation takes 1-6 business days, but exceptions may occur depending on the season (and temperatures), holidays, busy periods, order contents, etc. After shipment, delivery time varies depending on the package destination - more details are available on the delivery page: Delivery Options.

Our order processing procedure does not involve phone contact. The automated processing flow sends updates via email/SMS, and on the shipping day you receive an email + a message from the courier company. On the delivery day, you receive a new message including the courier's phone number. We will contact you by phone only if there are questions regarding the order, although these situations are rare/unlikely.

Updates and any messages/requests from us are sent automatically by email, but can also be viewed online on the site, in your customer account.

Information about international deliveries can be found here: International Shipping.

Transport is a shock for every plant due to temperature and humidity variations, as well as lack of light. After receiving, let the plants gradually acclimate to the new environment - in the first days it is recommended to keep them in diffuse light, without exposing them to thermal shocks. It is not recommended to replace the substrate - these operations can only be done after the plants are stabilized and resume growth.

Watering is generally done when the substrate is completely dry - we recommend researching each purchased plant.

Repotting guide: https://blog.secretgarden.ro/repotting-replantare/

Guide for receiving plants in the cold season: https://secretgarden.ro/pages/impachetarea-plantelor-iarna

In the case of plants imported from Asian countries, the entire cultivation system is different - plants are grown and delivered in "nursery soft pots", with sphagnum.

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

For this reason, on the product page the displayed size will be, for example, in the form (pot 2.5 inch ~ 9cm).

This system is considered effective both for plant growth and for plant transport, as everything is reduced to the bare essentials for the plant's growth.

Inappropriate customer behavior: aggressive or threatening behavior will result in permanent exclusion from services and support. At Secret Garden, we value respectful and constructive communication. Customers who display aggressive, threatening, or offensive behavior — including unfounded accusations or statements 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 give you negative publicity..." — will be permanently excluded from all services and support. Any further communication attempts from these individuals will be ignored and blocked. Our team has no obligation to tolerate behavior that creates a hostile environment or negatively affects the well-being of staff and the reputation of Secret Garden.