Giulio Celandroni Orchidee
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FAQ - Frequently Asked Questions

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  2. FAQ - Frequently Asked Questions

🚚 Shipping

Processing times vary depending on the type of product. When your order is shipped, you will receive a tracking link at the email address provided.
Please note that pre-ordered products have different processing times than regular orders.

As soon as the label is printed, you will receive a tracking link. It may contain little information in the first hour.
Sometimes you can choose an alternative delivery location, send it to a pick-up point, or grant authorization for release without a signature.
Authorization for release without a signature is at the recipient's own risk.

If your package is 3 business days late according to the courier, please first check the tracking link and verify that you have entered the correct information. If there are no updates, please contact us at info@celaorchidee.it.

Thanks to years of experience in shipping orchids and tropical plants, we know how to best protect plants during transit. We assess the most suitable packaging method based on the destination and weather conditions, using increasingly sustainable materials. With weather insurance, plants receive an extra layer of insulating material and are protected from damage caused by cold or bad weather.

In principle, orders cannot be returned, as plants are living organisms and perishable goods. If the package is refused upon delivery or not collected from a pick-up point, any damage will be deducted from the refund.

We ship to all countries in the European Union. We currently do not ship outside the EU. For information on available destinations, please contact us at info@celaorchidee.it.

🌿 Plant Care

Upon delivery, a sheet with basic care instructions for orchids and houseplants is included. It is important not to remove the plant from its pot for the first 6 weeks after receipt, so that it can properly acclimate to its new environment.

We strongly advise against disturbing the roots for the first 6 weeks after arrival. Many of our tropical plants are very sensitive to changes around the root system, and since they already experience a drop in defenses due to shipping, immediate repotting can sometimes be fatal. Good care is essential for the plant's health and longevity.

🛒 Order

It is not possible to choose individual plants. You can consult the product specifications to get an idea of what to expect. Please note: we use example photos that sometimes only show the type of plant. Always read the specifications carefully before purchasing.

We work with living organisms and have a very wide assortment. It can happen that the availability on the website differs from the reality in the greenhouse. In these cases, we always offer equivalent compensation or a full refund.

Plants are sensitive to climate and seasonal conditions. The duration of flowering depends on many factors and cannot always be predicted accurately. If an ordered product unexpectedly blooms during processing time, we will always inform you and find a suitable solution together.

It is not possible to add products to an order that has already been placed. We advise you to carefully check your cart before completing the purchase.

For information on discounts for large quantity orders, please contact us at info@celaorchidee.it and we will assess the most suitable solution together.

Yes, it is possible to buy wholesale. Send an email request to info@celaorchidee.it with your company details (company name, VAT number, and address). Our staff will verify the data and provide you with all the necessary information.

✉️ Contact

We almost always respond within 2 business days. Customer service is available Monday to Friday, from 09:00 to 17:00 (excluding holidays).

You can contact us by email at info@celaorchidee.it or through the contact form on the website. We will respond as soon as possible.

We are very sorry if something went wrong. Do not discard the plants and packaging during the complaint process. Take as many photos as possible of the box, packaging, and the condition of the plant in daylight, and send us an email at info@celaorchidee.it within 24 hours of receipt, with a description of the problem and your order number. Without photos, it is unfortunately not possible to process the complaint.

 

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Terms & Conditions

💳 Payment

We require upfront payment via bank transfer, credit card or PayPal.

  • Under no circumstances will additional costs be charged in relation to the chosen payment method.
  • The customer guarantees to use only credit cards of which they have legitimate availability.
  • For payment by bank transfer, instructions will be provided at checkout.
To request an electronic invoice, please indicate it at the time of order. Invoices are issued for a minimum taxable amount of €200.00.

💰 Selling Prices

  • All prices indicated on the website are EXCLUDING VAT, which will be calculated at checkout.
  • Shipping costs will be clearly indicated before the order is finalized.
  • Prices may be subject to updates: always check the final price before submitting your order.

📄 Conclusion of the Sales Contract

  • The electronic submission of the order implies full knowledge and acceptance of these General Conditions of Sale.
  • To purchase on the website, registration is required, providing all necessary data for order fulfillment.
  • Submitting an order creates the obligation to pay the indicated price.
  • The order confirmation email does not constitute automatic acceptance of the order itself.
  • CelaOrchidee.it reserves the right to refuse orders from customers with ongoing payment disputes.

Before the conclusion of the contract, the customer is informed about: identity and location of the seller, total price including taxes and expenses, payment methods, delivery times, conditions and procedures for withdrawal, return costs in case of withdrawal, legal guarantee of conformity (only for non-perishable goods).

🌿 Flowering Plants

CelaOrchidee.it reserves the right not to ship flowering plants or plants with buds, as these are easily damaged during transport despite careful packaging.

For plants purchased from the FLOWERING section, CelaOrchidee.it is not responsible for the integrity of flowers and buds upon delivery. Complaints and return requests in this case will not be accepted.

We reserve the right to send non-flowering plants, at our discretion, if the flowering stage does not meet our quality standards.

📏 Sizes and Dimensions

  • Plants N years to flowering: young plants that will take approximately N years to flower.
  • Flowering-size plants: young plants or divisions of adult plants that have already flowered once or that will reach flowering size within the year.
  • Adult plants: good-sized plants that have already flowered multiple times.

The ability to re-flower over time depends exclusively on the customer's proper care. Pot size, substrates, and supports may vary depending on availability.

🛡️ Responsibility

  • Goods travel at the customer's risk.
  • CelaOrchidee.it assumes no responsibility for disruptions caused by force majeure (accidents, strikes, natural events, etc.).
  • CelaOrchidee.it is not responsible for the fraudulent use of credit cards by third parties: the card number is never accessible to the seller, as it is transmitted directly to the bank operator via a protected connection.
  • The photographs on the website are purely indicative. Some images come from external sources: anyone who recognizes their photo and does not wish to see it published is kindly asked to contact us.
  • Gift cards are valid for 1 year from purchase, after which the amount will no longer be usable.

⚠️ Customer Obligations

  • The data entered during the purchase phase must be real and refer exclusively to the buyer. CelaOrchidee.it reserves the right to legally pursue any violation.
  • The customer is solely responsible for the correct entry of data for the issuance of tax documents.

📩 Complaints, Cancellations, Returns and Refunds

Complaints

  • Goods must be inspected within 24 hours of receipt, even if the packaging is intact.
  • Any discrepancies must be reported within 7 days of delivery. Reports beyond this deadline will not be considered.

Cancellations or Modifications

  • Cancellation or modification is only possible before the order enters processing.
  • With PayPal payment, it is never possible to cancel or modify the order.

Returns

  • CelaOrchidee.it will only replace the product if it does not conform to what was ordered, subject to written agreement within 30 days of receipt.
  • It is not possible to return plants that conform to the order as they are perishable goods.
  • Non-perishable materials can be returned within 14 days of receipt, intact, unwashed, undamaged, and with original labels. Return shipping costs are borne by the customer, including responsibility in case of loss or damage to the products.

Refunds

  • Refunds are processed within 14 days of the communication of withdrawal, after verification of the returned products.
  • Refunds are issued via voucher or gift card.
  • In case of installment payment, the refund will be issued after receipt of the last installment.

⚖️ Applicable Law and Competent Court

  • Any dispute is subject to Italian law and the exclusive jurisdiction of the Court of Pisa.
  • The European Commission provides a platform for alternative dispute resolution: ec.europa.eu/odr.

🔒 Privacy and Cookies

Personal data is processed in compliance with current regulations, exclusively for order fulfillment or, with prior consent, to communicate promotions and offers.

The website uses technical cookies to improve the browsing experience, without storing personal data for other purposes. For more information: Privacy Policy.