Q&A - Questions and answers

Orders are completed on the website, secretgarden.ro, after logging in. It is the simplest and safest way to reserve your plants.

The site's assistant is available 24/7: guides you, makes recommendations, and answers your questions about products and delivery.

We do not accept orders by phone, email, or social media. If you need someone from our team for a specific matter, you can reach us at comenzi@secretgarden.ro.

The shop 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.

Yes, as long as the order has not already reached the packing stage.

Go to your account or open the confirmation email, click the order, and use Edit Order. From there, you can add plants or update the address.

Once the team moves the order to verification/packing, changes are automatically locked.

Quick tip: free delivery for orders over 399 RON is calculated based on the value of the products in the order while editing is still possible.

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 sent from Monday to Thursday. After dispatch, delivery time depends on the destination and the courier. More details: Delivery options.

We usually do not call you after every order—we let the process run smoothly.

You will receive updates by email and/or SMS. Tracking details are sent when the order is dispatched, and the courier may contact you on the delivery day. The status is also visible in your account.

We will only call you if something about the order is unclear, which rarely happens.

Standard courier (GLS/Bookurier)

• 25 RON
• free for orders over 399 RON in product value

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 delivery to your door within 24 hours. Full details are available on the delivery page: Delivery options.

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

• 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 handover 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 air transit time
• if the parcel exceeds the size / volumetric weight limit (maximum 3 kg volumetric weight), the order is shipped by road
• the price difference is refunded as store credit

The cost is calculated at checkout, depending on the country and parcel size. The final price is the one displayed at checkout.

As a guide:

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

We deliver to eligible destinations within 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 in 30 days): Romania only
• Store Credit from the customer account, at checkout

International orders require advance payment. 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 your 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 you’re signed in with the email address to which the credit was issued.

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

The fastest option is the chat on the website — it’s available 24/7; they’ll guide you and can make recommendations right away.

If you need someone from the team (orders, billing, or account details), write to us at comenzi@secretgarden.ro or call 0786 910 002 (Mon–Fri, 09:00–17:00).

For a complaint after delivery, the only channel is email: sesizari@secretgarden.ro, within a maximum of 24 hours of receipt, with a few clear photos and a brief description. Not by phone, WhatsApp, or social media. We usually reply within 1–3 business days.

And one reassuring thought: plants are living things. A slightly damaged leaf after transit is often normal and does not automatically constitute a complaint.

Let the plant acclimate for a few days in indirect light, without repotting it 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 for live plants and do not necessarily indicate a serious problem.

Repotting guide: repotting · Cold season: winter plant packaging

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

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

We don’t always have an exact date — plants arrive in batches, almost every week.

To avoid constantly checking the site, add the plant to your Wishlist and activate the stock alert on its page. You’ll receive a notification when it’s back in stock.

If you’d like, we can also suggest 1–2 similar alternatives currently in stock via chat. There’s no need to email us just to be notified when an item is restocked.

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 is actually 2.5 inches in size, but the plant is similar in 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 as (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 handled by courier or, in Bucharest and part of Ilfov, by a 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 additional shipping costs above 5 kg. VAT exemption may be available for companies with a valid VIES number.

Full details: Wholesale conditions.

Yes, we ship plants to eligible destinations within the European Union.

Unfortunately, we cannot deliver outside the EU (for example, Bosnia and Herzegovina), to the Canary Islands, or to areas with special phytosanitary restrictions.

Rates and country details are available here: International shipping.

It’s simple, directly from the website:

• on mobile — the language / currency / country selector is at the bottom, in the menu
• on desktop — top right

Choose the language that suits you and that’s it. You don’t need to request a translation in the chat.

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 negative reviews…”—may result in permanent exclusion from services and support. In such situations, subsequent communications may be ignored or blocked.

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