Your cart
Close Alternative Icon
MASKS ARE STILL REQUIRED IN THE SHOP FOR NOW. THANKS FOR HELPING US KEEP OUR COMMUNITY FEELING SAFE & AT EASE. MASKS ARE STILL REQUIRED IN THE SHOP FOR NOW. THANKS FOR HELPING US KEEP OUR COMMUNITY FEELING SAFE & AT EASE.

FAQ

In-Store FAQ

How often do you get new merchandise?

We make our plant runs for fresh plants 3-6 times a week, mainly on Tuesday, Wednesday, Thursday, and Friday. Most pots and other items arrive seasonally, with the exception of our handmade ceramics, which depend on the availability of the artist.


Can I put a plant or other item on hold?

We will hold some plants and other items for up to 24 hours. If you are unable to pick your hold up within 24 hours, we can invoice you via email and you can prepay to pick it up within 7 days. Popular or hard-to-find plants are not usually eligible for holds.


Do you take special orders?

We are no longer able to source individual plants/pots for customers, but do offer design service packages that include sourcing plants and pots. Visit our Design page for more information.

 

Where do your plants come from?

All of our plants are hand selected from licensed local growers and brokers who all work under the extremely stringent California Department of Food & Agriculture standards. We do not condone or support the unethical and unsustainable practices of wild collection and plant poaching. 

 

How are your plants so healthy?

We take many extra steps to ensure our plants are as healthy and beautiful as possible. All plants first go through our detailed selection process while we're at our suppliers, where we inspect them for pests and symptoms of disease, and choose the plants with the nicest aesthetic qualities. Once in the shop, all plants are inspected again for pests and symptoms of disease, then cleaned and trimmed as needed before we add our detailed care cards. Plants that are especially susceptible to pests are preventatively treated when appropriate. Any plants found to have pests are either treated and kept in quarantine until we are certain they have a clean bill of health, or are given away for free with a full disclaimer about the pest issue. Plants with disease are discarded or given away for free with a full disclaimer about the condition. We never knowingly sell plants with health issues.  


Do you carry rare plants?

We do bring in hard-to-find plants whenever we can get them for reasonable prices. It's a little more difficult in California to get some of the hard-to-find plants since our state phytosanitary laws are quite strict and many growers don't ship here. When we do find these plants, they usually sell quickly, so Instagram is best place to keep up with what we get in every week. Check out our #FreshAtFolia highlight to see each week's new arrivals. 


Do you sell artificial plants?

No. All of our plants are real and we wouldn’t have it any other way.

 

Do you offer potting services?

We offer complimentary potting for orders at least $15 in value containing plants or pots purchased in the shop. If you'd like to bring in your own plant to be potted, we are happy to do that and just charge a small fee based on the size of the plant For more details, and other services, check out our In-Store Services page.

 

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.

  

Can I add a gift message to my order?

You can add a gift message to your order in the 'special instructions' box on the cart page. We include your note on a piece of paper, unless you also purchase any of the greeting cards available on our site, in which case we will write the note in the card for you. 

 

Do you offer gift cards?

We offer both physical and digital gift cards for use either in-store or online only. If you have any questions regarding gift cards, email us at shop@foliacollective.com.

Physical Store Gift Cards

Physical store gift cards may be used in our LA store only. They can be purchased in person or online to be shipped. To purchase a digital gift card for the physical store, click the link on the Physical Gift Card product page and follow the link in the product description.

Online Gift Cards

Online gift cards may be used for online orders only. They can be purchased in our online store and 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 is for our physical store only and does not work in the online store. We can convert it to an online card for you though- just email a photo of the back of the card (showing the numbers) to shop@foliacollective.com and we'll take care of it. 

 

Shipping

When will my order ship?

All orders ship within 1-3 business days after being received. We do not ship on Sundays or Mondays, so orders placed after Saturday morning will not ship until Tuesday. On rare occasions, if an item is on backorder, we will contact you ASAP to see how you'd prefer to proceed. 

Orders containing plants are only shipped Tuesdays and Wednesdays, in order to ensure plants aren't sitting in trucks over the weekend, so any order placed after 2pm on a Wednesday won't ship out until the following Tuesday. 

 

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. 

 

Do you offer free shipping?

No. In order to keep our prices reasonable and pay our staff a good living wage, we opt to not pad our product prices in order to offset the cost of free shipping (which is how many companies are able to afford to do so). Only actual shipping costs are charged, and in the event our shipping calculator over-estimates the cost, we will refund you the difference. 

 

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 the world serviced by USPS! 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

We strive to only stock healthy plants that meet our very high standards. Plants purchased in-store are sold as-is and are non-returnable, except in special circumstances. If you wish to return a plant due to issues we should have caught such as pests or disease, please contact us within 7 days via phone or email.

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. We only offer the same hand-selected, high-quality, healthy plants online as we do in-store, but there are occasionally issues that we miss, or that don't present themselves immediately. 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. 

 

Can I return online purchases in store?

Yes, as long as the return is made within the timeframes mentioned above. 

 

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. 

Sustainability Practices

What steps do you take to be a more sustainable company? 

At Folia, connecting people with the natural world and each other through the beauty of plants is our mission, so being a part of ensuring our planet is a healthy place for everyone to live is paramount. Though we always have more to do, especially in an industry that has numerous opportunities to change, we strive to operate our business with sustainability in mind. We currently have the following practices in place:

-All empty plastic grower pots are added to our 'Give One or Take One' bin at the shop, where anyone can either take grower pots to use in their repotting projects, or bring us their empty ones. Until our industry sees systemic changes in the materials commonly used, we are doing what we can to keep plastic grower pots (which are not recyclable in most places) out of the landfills. Reuse is always better! 

-All packing materials and boxes we use are either reused (including materials we wish didn't exist like bubble wrap and foam peanuts, etc) or are made from recycled materials and/or biodegradable. Our Folia branded tape is 100% biodegradable (unlike paper tapes with fiberglass filaments) and does not need to be removed from boxes before recycling in order to recycle properly (like plastic packing tape). Any packing materials we cannot store are given away to others who can use them. 

-Our carryout boxes for in-store purchases are made from repurposed boxes that our products arrive in. They're not fancy, but they get the job done! Our shopping bags are made from 100% recycled paper and are stamped rather than stickered or imprinted to ensure they are easy to recycle (though we hope you reuse them first).

-Nearly all of our plants at Folia are watered using the bottom-watering method, which allows us to water many plants with a small amount of water, compared with top-watering. 

-Our stringent plant quality checks help us minimize waste due to infested or sick plants. Our process of hand-selecting all plants also ensures we only have what we need in-store, rather than being stuck with flats of plants that our customers aren't interested in, which often get composted or thrown out at more traditional nurseries who have less control over what plants arrive in their shipments. This process actually costs us more money in labor overall, but minimizes waste. 

-We avoid plastic whenever possible, including in our cleaning supplies and break room. We use plastic-free refill products like Blueland tablets, or buy the largest refill bottle we can find for products that do not have a plastic-free alternative. Our drinking water is delivered monthly in reusable bottles, and we use reusable glasses to drink it, as well as reusable dishes in our kitchen. Only compostable or biodegradable products are used at events that necessitate single-use items like plates and cups. Our bathrooms are stocked with Who Gives A Crap bamboo toilet paper. 

-Each quarter we donate 100% of the proceeds (not just profits) from our seconds sale section to a range of non-profit organizations working to make our planet a better place for all, for the long-term. 

-We actively encourage the vendors we work with to adopt more sustainable practices, ranging from transitioning from plastic to biodegradable alternatives; to eliminating unnecessary plastic in packaging; to adopting better water usage policies or finding solutions to common industry challenges like the prevalence of peat moss based potting mixes.  

-We are currently researching and developing a line of potting mixes, which we will create in-house, that use more sustainable components. Our goal is to eliminate peat moss and imported coco coir products in the shop, by 2022. 

-Because ensuring people can thrive is a big part of a healthy planet, we strive to provide a safe and enjoyable work environment, and the highest wages we can to our small team. Our starting base pay is always higher than the $15/hr minimum wage in our county. We are working towards goals to offer health insurance and retirement savings as well. 

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, within those 7 days. Adjustment applies to same item only and cannot be combined with other discounts.  

 

Do you gift wrap?

Some items are eligible for gift wrap. Product descriptions will note if an item comes in gift packaging. 

 

What if an item is sold out?

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

For in-store only items, we update Instagram whenever items are back in stock. If an item is sold-out online, it is also sold-out in-store.

 

Can I put an item on hold?

We can offer a 24 hour hold on most items, with the exception of certain plants. No hold requests via Instagram can be honored. Hold requests must be placed over the phone or text. 

 

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.