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FAQ

In-Store FAQ

How often do you get new merchandise?

We get new plants 3-6 times a week. 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 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.


Do you take special orders?

We’re happy to special order plants and planters we don’t currently have in the shop. While we do our best to track down what you’re looking for, rare plants may take much longer or be impossible to find.


Do you carry Pilea Pepermioides or Chinese Money Plants?

We do carry Pileas when we can find them! They are rare in the United States, and their growing popularity on social media makes them particularly hard to keep in stock.


Do you sell artificial plants?

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


Do you sell potting soil?

We carry Good Dirt Indoor Potting Mix, which is formulated with sustainably-farmed peat moss to provide the right balance of air and moisture for healthy houseplants.

 

Do you offer potting services?

We offer complimentary potting for plants and pots purchased in the shop. For all other plants, check out our In-Store Services.

 

Online 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 x days from when the order was placed. Email us at hello@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 at checkout.

 

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 hello@foliacollective.com.

In-Store Gift Cards

In-store gift cards may be used in store only. They can be purchased in person as a physical gift card. To purchase a digital gift card for the physical store, email us shop@foliacollective.com.

Online Gift Cards

Online gift cards may be used for online orders only. They can be purchased in our online store and will be issued via email.

 

Shipping

When will my order ship?

All orders ship within 2-3 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? 

Shipping speeds and services can be selected at checkout

 

How much does shipping cost?

Shipping rates are calculated with a shipping calculator at checkout. In the event of excessive shipping overages, we will automatically issue a refund. 

 

Where do you ship? 

Currently, anywhere in the U.S. We are working to add international shipping soon.

 

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 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 are sold as-is and are non-returnable, except in special circumstances. If you wish to return a plant, please contact us within 7 days via phone or email.

If an item is damaged or defective, please contact us within 7 days to receive a full refund. 

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. 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 error, defect, or damage, in which case we will cover the shipping.

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

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. 

 

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?

Returns will be processed within 5 business days of receipt of 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, 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 items, we update Instagram whenever items are back in stock. 

 

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 take special requests for plants or other items via our Plant Finder form on our site, or text/phone call only.