Customer service

Welcome to Coolplant customer service. Here you will find everything about ordering, paying, delivery, unpacking and returns. Is your question not listed here? Email [email protected] or call 085 13 09 155 on working days between 9.00 and 17.00.

• ✓ Free delivery in the Netherlands and Belgium, unless agreed otherwise
• ✓ Minimum order value: € 245 incl. VAT for webshop orders
• ✓ 14-day cooling-off period on products from the standard range
• ✓ Collection is possible from our showroom in Joure

Business orders and projects

All prices in the webshop are excl. VAT; the price incl. VAT is shown below. Our added value is advice: we help you choose exactly the right products. For projects we provide a tailored price; with resellers we make arrangements after an introduction. Design, planters and installation are also possible. Request a project price or advice. We will send certificates for fire-retardant products (Euroclass B, EN 13501-1) on request.

Payment

You can pay by iDEAL, PayPal, credit card or via your bank (online). Unless agreed otherwise, payment is made before delivery. If you order via the webshop, you pay immediately when placing the order. For orders via our office, you will first receive an invoice.

Our bank details: Coolplant bv, IBAN NL15INGB0009013281, BIC/SWIFT INGBNL2A.

Delivery

Orders received on working days are handed to our carrier on the next working day. We work with DHL and DGO, and sometimes we deliver your order ourselves. As soon as your order is on its way, you will receive an email with a track-and-trace code. Collection in Joure is also possible. We do not charge delivery costs in the Netherlands and Belgium, unless agreed otherwise.

Unpacking

Don’t be alarmed: your artificial tree, artificial plant or artificial flower has been packed compactly for a while and will not yet look its best when unpacked. Bend the branches outwards, straighten the leaves and shape the plant. In our instruction videos we show you how it works.

Returns

Not satisfied after all? Then you may return your purchase within 14 days. Send an email to [email protected] stating the reason and, in the event of damage, a photo. You will receive a returns form with a return label. Within seven days after we have received the products, we will refund the amount or send the desired new product.

Pack the products carefully and securely in the original packaging. Drop off the parcel at a DHL ParcelShop or send it, postage paid, with a carrier of your choice to: Coolplant bv, Röntgenweg 1, 8503 AG Joure. For large parcels (longer than 1.8 metres) and pallets, we sometimes prefer to collect them ourselves; we will arrange this with you.

For purchases under €50, we also reimburse the outbound delivery costs, provided you return the entire order. If you return part of the order, these delivery costs will not be reimbursed.

Please note: products specially made or imported for you, such as green walls and bespoke artificial trees, cannot be returned unless they arrived damaged.

Frequently asked questions

What is the minimum order value?

For webshop orders, a minimum order value of €245 incl. VAT applies.

What does delivery cost?

We do not charge delivery costs in the Netherlands and Belgium, unless agreed otherwise.

How quickly will my order be dispatched?

Orders received on working days are handed to our carrier on the next working day. You will receive a track-and-trace code as soon as your parcel is on its way.

Can I return my order?

Yes, within 14 days, except for products specially made or imported for you.

Will I receive the certificate for fire-retardant products?

Yes, we will send you the certificate or test report (Euroclass B, EN 13501-1) on request.