Online Store FAQ

Can I change or cancel my order?

We will do our best to modify or cancel your order before it has been processed, usually within 1 day from when the order was placed. Email us at shop@foliacollective.com with any changes or cancellation requests.

 

Do you offer gift cards?

We offer digital gift cards for use in our online store. If you have any questions regarding gift cards, email us at shop@foliacollective.com. Gift cards will be sent immediately via email. This gift card can be then printed and given to the recipient, or forwarded to them. 

 

Why isn't my gift card working at checkout? 

If your gift card is a physical, plastic card, that gift card was from our physical store will not work in the online store. We apologize for any inconvenience. 

 

Shipping

When will my order ship?

Orders generally ship within 3-5 business days after being received. On rare occasions, if an item is on backorder, we will contact you ASAP to see how you'd prefer to proceed. 

 

What shipping methods do you offer? 

We can ship via USPS, UPS, and FedEx. Shipping speeds and services can be selected at checkout. When we process your order, if a faster shipping method is found for the same rate, we will ship it using the faster method. 

  

How much does shipping cost?

Shipping rates are calculated with a shipping calculator at checkout. In the event that estimated shipping costs are higher or lower than actual costs, we may contact you to about additional shipping charges, or refund any overage.

 

Where do you ship? 

We ship non-plant products anywhere in US. We are only able to ship plants within the continental US due to regulations regarding shipping plants abroad. 

 

Can I track my order?

Once your order ships, you will receive a shipping confirmation email with your order tracking number.

 

Lost or stolen packages

Please double check the shipping address you enter at checkout, and ensure your package is shipped to a secure location. If a package has been scanned as delivered, theft is outside of our control. We are unable to offer refunds for stolen packages. 

If a package is lost and not scanned as delivered we will place a claim on your behalf with the carrier. Replacement or refund will be processed once the carrier has investigated the claim.

Returns

What is your return policy?

PLANTS

For plants purchased online, we do our utmost to ensure product listings accurately represent the plants we are shipping out- including photos and product descriptions. Please inspect your plant for any serious damage or other issues ASAP. If you find any damage, please contact us within 48 hours. Because health issues are not always immediately apparent, you have 7 days from the delivery date indicated in the tracking information to contact us via email. All emails should include photos of the issue and condition of the box if needed. 

Refunds for plant health issues will only be made if it is apparent that the tips on unboxing and helping your plant adjust, which we provide with every order, have been correctly followed. More info on shipped plants can be found here. 

 

NON-PLANT ITEMS

If a non-plant item is damaged or defective, please contact us within 48 hours to receive a full refund. Photos showing the damaged item, as well as the condition of the box are helpful and will speed the refund process along. 

All non-plant items may be returned within 30 days with receipt for a full refund. All merchandise must be in new, unused condition with tags attached. We do not accept returns past 30 days.

For online returns, email us at shop@foliacollective.com to submit a return request. A return shipping label will be emailed to you. The return shipping cost will be deducted from refund, except in cases of our error, defect, or damage, in which case we will cover the shipping.

 

What if my order arrived damaged, defective, or is incorrect?

For orders containing non-plant items, email shop@foliacollective.com within 48 hours of receiving your order. Defective or damaged items will be replaced or refunded. Incorrect orders will be remedied or refunded ASAP. 

For online exchanges contact us at shop@foliacollective.com to make arrangements. 

For damaged packages or incorrect orders containing plants, email shop@foliacollective.com within 48 hours of the delivery date indicated in the tracking information so we can remedy it or refund you. 

  

When can I expect my refund?

In-store returns are processed immediately, and refunds are generally made within 1 day, but can take up to 5 days for funds to be returned to the account, depending on your bank or credit card company's individual policy. 

Online returns will be processed within 5 business days of receipt of the returned package. We will send you an email as soon as your return has been processed. Refunds may take up to 72 hours to be processed, sometimes longer, depending on your bank or credit card company's individual policy. 

 

Workshops

Can I book a private workshop?

We try to accommodate private workshops whenever possible. Email hello@foliacollective.com to discuss your event with us. 

 

What if I need to cancel on a workshop I've already purchased?

We offer refunds for cancellations on workshops, with 24 hours notice. Email shop@foliacollective.com at least 24 hours in advance to notify us. 

 

Can I bring a friend?

As long as there are still spots available in the workshop, we're happy to have groups, couples, etc book together! 

 

What if I just forgot to attend?

We're happy to apply the value of your missed workshop to a future workshop of your choice. Just email hello@foliacollective.com. 

 

Can I bring children with me?

Most of our workshops are not recommended for kids under 10. Any child 10 and above attending a workshop must be registered. We do plan to offer specifically kid-friendly workshops, which will be noted in the title and description. 

 

I'd like to teach a workshop at Folia, how do I set that up?

We do offer workshops with non-Folia staff from time to time. If you're interested in teaching one, email collab@foliacollective.com.  

 

General FAQ

Do you offer price adjustments? 

If an item goes on sale within 7 days of purchase, we are happy to issue store credit for the difference between the price paid and the sale price, within those 7 days. Adjustment applies to same item only and cannot be combined with other discounts.  

  

What if an item is sold out?

For online items, sign up for a restock notification, on any sold out item's product page. 

  

How do I request a certain plant or item?

We are not currently able to source individual plants for customers, but do offer design service packages that include sourcing plants. Visit our Design page for more information.