Frequently Asked Questions
Below are some common questions from our clients. If you have other questions,
please just fill out the form below.
KingPlanters can promise you professional and competent service. We will help you find what you need, and you can ask us for consultation. We pride in using the best suppliers, and only the highest quality products. We also guard your safety and data privacy trough your shopping experience.
Please don`t hesitate to contact us. We are able to acquire and obtain many more products from our sources, so just ask us.
In case you’d like to know more about a product than the information provided on our website please fill out our contact form and we will get back to you with the information you were looking for.
With our newsletter, we deliver design news, current trends, seasonal specials, and exclusive offers directly to your inbox. Read all about the newest design trends and let them inspire you! You can subscribe anytime via the “Newsletter subscription” at the very bottom right of our homepage. If you already have a customer account, you can also register for the newsletter there. You’ll find the respective link on the overview page after logging into your account.
In this case, please use the “unsubscribe” link you’ll find directly in the newsletter. Alternatively, you may also send us a message. IMPORTANT: Please do not mark our e-mails as spam in your inbox! If you do so, you will not receive any other e-mails from us either like, for example, order confirmations.
The safe transmission of your customer information is guaranteed through SSL encryption. Your personal information is encrypted and can only be accessed by us.
The information “in stock” reflects that at least 1 copy of the product is in stock. However, this does not invariably mean that our supplier currently carry the entire quantity which you would like to purchase of this product. Please understand that we can only show what is in stock at our suppliers warehouse. and that higher quantities require our supplier to prompt another order from the manufacturer. In this case, delivery is delayed until the missing quantity has reached our suppliers warehouse.
At KingPlanters, you get an easy overview of delivery costs during your order checkout. Exact delivery costs are generally calculated during the order process in the online shopping cart. In case you are ordering several different products, the delivery costs displayed in the shopping cart are for the entire order.
The delivery time for each product can be seen on the respective product detail page. If several products with varying delivery times are ordered, they will be compiled into one delivery as long as the delivery time is acceptable. Otherwise, already available products will be sent in advance at our own expense.
You receive an order confirmation via our online shop.
Unfortunately, some e-mail providers filter our confirmation e-mails into the spam folder. Should you be missing an e-mail from us, we recommend you check this folder. Additionally, you can check the current status of your order yourself anytime in your customer account under “My orders”.
Changes to the delivery address, product, delivery option, payment method etc. are possible as long as the order hasn’t yet been shipped. Please contact us.
You can view the current status of your order anytime in your customer account under “My orders”. There, we inform you of the expected delivery date. You will also recieve delivery tracking when your order is sent. In case you don’t have a customer account, please contact our customer service for questions regarding the delivery status of your order.
We aim to give feedback to all requests within 24 hours, but please allow 1-2 business days for the response. .
We don’t offer telephone or video call support as of now.
If despite all our care transport damages have occurred, we recommend to decline the delivery or sign the delivery receipt with the note “under reserve”. To help us send you an intact copy as quickly as possible, please notify our customer service as well as the carrier of the damage in writing as soon as you can, best within 2 days. We have the possibility of claiming damages from our carriers within 2 days of delivery, so we kindly ask you for your cooperation.
In this case, we ask you to send us digital photos of the damages via e-mail, stating your invoice number no later than the day you recieved the package. This way, we can file a proper damage report with our insurance company. At the same time, we will arrange for the damaged goods to be picked up so you may quickly receive a replacement. Of course, the above-stated information in no way limits your statutory warranty claims but simply express our plea for your cooperation in the event of transport damages.
To guarantee a quick and smooth return process, we ask you to observe the following steps. 1. Send us an e-mail stating your wish to return an item and the return reason. 2. If the goods are damaged, please send us digital photos of the damage via e-mail, stating your invoice number. 3. After we’ve received your message, we will send you a return slip and a dispatch label within 24 hours. 4. Please pack the item carefully, best in its original packaging if possible, so it will reach us without any (further) damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand. 5. Bring the parcel to the closest branch office of the shipping provider. In case you are returning an item eligible for freight forwarding, we will organise a pick-up for you. The freight forwarder will then contact you directly to arrange a date and time with you.
You can exchange or return the delivered goods within the 30-day revocation period. Please fill out the contact form with your request. Our customer service will then process your case. After we’ve received your message, we will send you a return slip and a dispatch label. Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand. In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you. You carry the proximate costs for the return, which for such goods are estimated to amount to no more than 75.00 €.
If you received a delivery despite cancellation, please contact us. We will organise a return transport and inform you of all important details. After we’ve received your message, we will send you a return slip and a dispatch label. Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand. In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you.
You will receive your refund within 10 business days of your return reaching our warehouse. For this reimbursement, we will use the same payment method you chose during the order process unless we explicitly arranged a different payment method with you. You will not be charged any fees for refunds.