International Shipping Information

Shipping live plants: International shipping poses challenges for live plants, which are not meant to remain in boxes for extended periods - but there is no other way to transport them over long distances. While we pack plants carefully, damage can occur due to factors beyond our control (e.g., temperature changes, courier handling, or delays). These risks are assumed by the customer, even if such situations occur quite rarely.

Avoid known sensitive plants (examples): sensitive Hoya varieties like macrophylla, vitellinoides, danumensis may lose roots/leaves; Phalaenopsis (stuartiana, schilleriana, gigantea) may lose roots/leaves or get stem rot; also Saintpaulia, Episcia, Geraniums, Carnivorous, Baby plants, Hibiscus (in the hot season).

Flowering plants: Flowers and inflorescences may be damaged in transit. While these situations are rare, we cannot guarantee their condition upon arrival, especially after long shipments or during the hot season.

Generous foliage plants: - it is expected that some damages will occur during packaging, handling or transport by courier - such damages are not of a nature to affect the viability of the plants and are considered acceptable, in the context in which plants with foliage generally present rapid growth.

Ceramic/Glass pots: shipped at customer request; high breakage risk despite careful packing is assumed by the customer.

How to treat cold damage: If your plant arrives with signs of cold damage, gently trim the affected leaves and let the plant recover. To help the cuts dry more quickly, you may apply a little cinnamon or a contact fungicide to the trimmed areas (avoid getting cinnamon on the roots).

Customer responsibilities

• Provide accurate shipping address, postcode and phone (with country code).
• Monitor your parcel using the tracking number and act quickly if issues appear.
• Add a Heat Pack and check weather before ordering live plants.

• Damaged box: photograph, document with the courier, and request a damage report.
• Missing products: If you find that any items are missing from your package, please keep all packaging materials until the situation is resolved.
• Inappropriate Customer Behavior: aggressive or threatening behavior leads to 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 attempts at communication from such individuals will be ignored and blocked. Our team is under no obligation to tolerate conduct that creates a hostile environment or negatively impacts the well-being of our staff and the reputation of Secret Garden.

• Advance payment required.
• Online card payment (PayPal, Apple Pay, Google Pay) — fast and secure; instant confirmation.
• Bank transfer: email proof to comenzi@secretgarden.ro. Avoid transfers under 100 RON (20 EUR) due to long confirmation times.

Totals convert to RON at checkout (mid-market rates). Reconversion to EUR should use Wise rate (no rounding up).

• Perishable goods: Plants are packed upon customer request and qualify as perishable goods. In the event of cancellation or refusal of delivery after dispatch, refunds shall be issued solely for products returned in good condition. Shipping charges and the value of any damaged items (including, but not limited to, dried or broken plants) are strictly non-refundable.
• Your responsibility: The customer is obliged to provide a complete and accurate delivery address, ensure availability to receive the shipment, and monitor the tracking information provided. Failure to comply may lead to delivery delays or deterioration of the perishable products, which may affect the customer’s entitlement to refunds or replacements, pursuant to applicable laws.

Which countries do you ship to?

Bulgaria, Poland, Hungary, Austria, the Czech Republic, Slovakia, Slovenia, France, Germany, Italy, Belgium, Luxembourg, the Netherlands, Croatia, Denmark, Greece, Portugal, Spain, Lithuania, Sweden, Estonia, Finland, Latvia, Ireland, Malta and Cyprus. For delivery within Romania, see Optiuni livrare.

How much does international shipping cost?

From 10 EUR to Bulgaria up to 35.95 EUR to Malta and Cyprus. Hungary, Bulgaria, Austria, the Czech Republic, Slovakia and Slovenia have free delivery above a set order value, and France, Germany, Italy, Belgium, Luxembourg, the Netherlands and Croatia have reduced rates above 150 EUR. See Shipping Rates & Delivery Times.

How long does delivery take?

Orders usually leave within 1–3 business days, Monday to Thursday. Transit usually takes 1–4 business days; for some countries or regions it can take up to 8 business days (rare cases), and air deliveries usually arrive within 1–3 business days after dispatch. International air shipments leave on Monday, Tuesday or Wednesday. During seasonal peaks or bad weather, dispatch can be postponed to keep the plants safe.

Can I change the delivery address after dispatch?

For DHL and FedEx shipments, a change after dispatch costs at least 10 EUR, charged to the customer.

Which plants are sensitive to long transit?

Some Hoya (macrophylla, vitellinoides, danumensis), some Phalaenopsis (stuartiana, schilleriana, gigantea), Saintpaulia, Episcia, geraniums, carnivorous plants, baby plants and, in the hot season, Hibiscus. Flowers and inflorescences can also be damaged in transit.

Do you ship in winter?

Yes, with insulation and optional heat packs, but cold damage can still happen in transit. Check the weather before ordering and read the winter shipping guide.

What if my plant arrives damaged?

Email sesizari@secretgarden.ro within 24 hours of delivery, with clear photos of the plant as received and a short description. Do not repot or change the substrate before sending the photos.

How can I pay?

Payment is made in advance: online by card, PayPal, Apple Pay or Google Pay, or by bank transfer in EUR. Details are in Payment Methods and on Payment options.

Do you offer wholesale or group order conditions?

Yes. Volume discounts, stock reservation and combined shipping are described on Wholesale and group orders.

In addition to this page, the General Commercial Terms & Conditions also apply.