Orders & customer account
Can I order without creating an account?
Yes. You can check out as a guest. Creating an account is optional.
Can I change or cancel an order?
If the order has not yet been prepared/shipped, contact us as soon as possible at : infos@pepinieredurenard.fr. We will do our best depending on the order status.
Shipping & delivery
Where do you deliver?
We deliver to France and the European Union (subject to eligibility at the time of ordering).
What are the delivery times?
Delivery times are indicative. They depend on preparation time and transport. In case of unfavourable weather conditions (hard frost/heatwaves), shipping may be postponed to preserve plant quality.
What should I do when I receive my parcel?
Unpack quickly, check the condition of the plants, and place them in suitable conditions (sheltered from drying wind and strong sun if necessary). Water if the substrate is dry.
My parcel is damaged / a plant is damaged / an item is missing — what should I do?
Contact us within 24 hours after delivery at infos@pepinieredurenard.fr, with:
- photos of the parcel (outside + label),
- photos of the inside (packaging),
- photos of the plants concerned,
- your order number.
Plants: planting, care, establishment
Can the plant look different from the photo?
Yes. Plants are living products: appearance varies with the season, maturity and growing conditions. Photos are indicative.
What should I do after delivery: plant immediately or wait?
Both are possible depending on the season and your situation:
- During a favourable period: you can plant relatively quickly in prepared soil.
- Otherwise: keep the plant in its pot for a few days/weeks, monitor watering, and acclimate it gradually.
How should I water on arrival?
Check the substrate. Water if needed (without waterlogging). Then adjust watering to weather, wind and exposure.
Leaves suffered during transport — is it serious?
Minor stress is possible. The plant can recover without any issue. If you notice significant damage on delivery, contact us within 24 hours with photos.
I live in a hot/windy climate: which exposure should I choose?
For many Japanese maples: gentle sun (morning) or bright partial shade, and a spot sheltered from drying wind. Each product page specifies recommendations.
Payment
How can I pay?
By bank card via Stripe (the available methods are shown at checkout).
Do you store card numbers?
No. Payments are processed by Stripe; the website does not store card data.
Returns & cancellation
Can I return a plant if I change my mind?
As plants are living products, the right of withdrawal does not apply to shipped plants. If there is an issue on delivery, contact us within 24 hours (with photos): we will look for an appropriate solution.
Professionals
Do you sell to professionals?
Yes. Email us at infos@pepinieredurenard.fr with your contact details and, if possible, your SIRET number (availability, volumes, terms).
Need help?
Contact : infos@pepinieredurenard.fr