FREQUENTLY ASKED QUESTIONS
Orders & Delivery
Bonsai is a unique natural product and must be packed and shipped with great care. We select the only best Bonsai for you, therefore our delivery time is 3 to 4 working days on average.
Is your bonsai not delivered within 5 working days after you ordered? Send us an email and we will help you right away.
The shipping partner we use is DHL. As soon as your bonsai is shipped you will receive a track & trace code to follow your order.
In order to deliver your order as soon as possible, we will immediately start working on it in our greenhouse. Therefore, it is extremely important that we get notified of a cancellation as quickly as possible, otherwise the shipping process will be irreversible.
Please send us an email if you want to cancel your order. We will then do our best to stop it in time.
We currently deliver in the Netherlands, Belgium and Germany. This is to ensure the quality of our product.
Standard delivery is from Monday to Saturday between 09:00 and 21:30 in the Netherlands. In Belgium and Germany standard delivery is from Monday to Friday from 09:00 to 18:00.
The shipping costs for orders under €50 are €4,95. All orders of €50 or more come with free shipping.
The Bonsaïst is committed to reducing its carbon footprint. Most packages are shipped via DHL, with whom we work to ensure C02-neutral shipping. This means that we pay an additional fee to offset 100% of our shipments with DHL.
We have done research on the best way to package and ship your Bonsai tree. This has resulted in a special packaging method for the shipment of our products that ensures that your bonsai arrives in a good and healthy condition.
We always make sure that your bonsai has had enough water before it is packed and given to our delivery partner, providing the tree with at least 6 days of sufficient nutrition, ensuring a healthy and in good condition tree upon delivery.
Taking care of a Bonsai tree is considered as difficult by many people, whilst this is actually not the case. With just a few main simple steps it is very easy to properly take care of your bonsai.
To guide you in this process, we have developed a Bonsai Care Guide which perfectly explains to you how to make sure your bonsai will strive. This care guide is free and given to all our customers with their order.
Along with our care guide, in addition we also have specific care tips per Bonsai species on our product pages.
If the health of your bonsai is going backwards, it is crucial to act quickly to try and save it. Please contact us as soon as possible to help with the situation. Waiting until the tree has lost all its leaves, or they have become dry and brown, means that it is already too late for us to assist you in reviving it.
Therefore, it is essential to reach out to us promptly so that we can provide you with the necessary guidance and support to save your bonsai tree. Don't hesitate to get in touch with us if you notice any signs of deterioration in your tree's health.
We guarantee all our customers complete safe payments. All of our payments go through Shopify Payments, which ensures a secure transaction.
You can pay with Ideal, Apple Pay, Klarna, Paypal, Credit Card, and Sofort.
In addition, you can also pay within 14 days of ordering using Klarna.
Yes! All of our Bonsai trees come with completely free unique pottery with a matching plate which is all made of high quality ceramic material. This pot is designed to drain excess water through the drainage holes on the bottom.
Unfortunately, at this time it is not possible to pick up your order on location. We are working to offer this in the future.
We do our best to package all Bonsai as best we can so there is little chance of this happening. Of course, things can go wrong somewhere in the delivery process.
Did your order arrive damaged? Please send us a picture of it to firstname.lastname@example.org and we will make sure that we will find an appropriate solution for you.
Shipping Bonsai in cold weather is complex, but we make every effort to send healthy Bonsai to all addresses. If the temperature drops too low, we include a heat pack in each package to keep your plants warm during transport.
Still, did your plants not survive the cold? Please email us at email@example.com and we will be happy to resolve any issues.
If your order is held due to severe weather conditions, our team will contact you to keep you informed.