International Shipping Information

Translations: The site offers automatic translations from Romanian to different languages. They may have inaccuracies. For exact product data (plant names, pot diameters, heights) refer to the original Romanian page.

Plant availability: Inventory is real-time. Quantities you can add to cart reflect stock. Some plants are rare and may appear once or twice a year. Stock levels change weekly, with some plants selling out, others restocking, and new varieties being introduced.

• Shipping and Processing time: We typically ship orders within 1–3 business days, Monday through Thursday, depending on the destination country and the selected transportation method (air or road). However, during seasonal peaks or adverse weather conditions, dispatch may be postponed from a few days up to several weeks to ensure the safety of the plants.
• Couriers: DHL (small, compact parcels) and GLS (larger or bulky). If size/weight/destination are within a cost-efficient range, DHL is preferred.

• Track Your Shipment: When your order is shipped, you will receive a shipping confirmation email that includes your tracking number. If the courier does not update the tracking within 24 hours, or if your package shows no movement for more than 24 hours, please contact us right away at comenzi@secretgarden.roso we can assist you.
• Delivery delays: If your package is delayed, please contact the local branch of the courier directly (by email + phone), providing your tracking number and requesting immediate action to resume delivery. After that, inform us with all relevant details. Once a shipment leaves Romania, our control is limited and international courier communication may be slow. Acting quickly on your side is essential to resolve delays or address issues related to the delivery address.

• Change of delivery address

  For shipments sent via DHL, any request to change the delivery address after the parcel has been dispatched (including redirection to another location or completion of missing details) will incur an additional fee of minimum 10 EUR, which will be fully charged to the customer.

Shipping fees: Estimates vary by country and exchange rate. Extra fee may apply for bulky/heavy parcels (> 5 kg).

* If your package is small enough, it will be shipped by air using DHL Express.

Note: Costs are approximate and may vary based on exchange rates. Delivery times are approximate and expressed in business days.

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 this situations are rare, we cannot guarantee their condition upon arrival, especially after long shippments.

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.

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