Customer Care
Frequently Asked Questions
We're here to help. Find answers to our most commonly asked questions about shopping online, deliveries, plant care, gift cards, returns and visiting Groen.
If you can't find what you're looking for, please contact our team — we're always happy to help.
Shopping Online
Step 1 — Browse the shop and choose the plant, pot or garden good you would like.
Step 2 — Select your options and tap “Add to Cart”.
Step 3 — Review your cart and select “Checkout”.
Step 4 — Enter your delivery or collection details. Make sure the address will be attended between 08:00 and 17:00 on weekdays.
Step 5 — Choose your preferred payment method and complete payment.
Step 6 — Select “Place Order”. You will receive a confirmation email once everything is confirmed.
Yes. You can check out as a guest. Creating an account simply saves your details for next time and gives you access to order history and faster checkout.
Orders are processed quickly, so we cannot guarantee changes once an order is placed. If you need to adjust something, contact us immediately on WhatsApp or email and we will do our best before dispatch.
Out-of-stock items are usually marked unavailable on the product page. Where a plant is available in our nursery stock, you can select Collect in Paarl.
For seasonal lines, use the “Notify me” option on the product page and we will let you know as soon as it is back.
If an item sells out between checkout and dispatch, our team will contact you to offer the closest alternative or a full refund.
We do not currently accept preorders for general stock. Selected specimen plants and project quantities can sometimes be sourced on request — email hello@groen.co.za with the details and we will quote and lead-time your request.
Orders
Once your order is dispatched you will receive a shipping confirmation email with tracking information or a delivery scheduling update.
You can also view your order status at any time by visiting the Orders section of your account, or by using the tracking link in your confirmation email.
Orders can only be cancelled before they have been prepared for dispatch. Contact us as soon as possible via WhatsApp or email with your order number. If the order has already left the nursery, our returns process will apply.
An order may be cancelled if an item becomes unavailable, payment cannot be verified, or delivery cannot be scheduled to the address provided.
If we need to cancel an order, we will contact you immediately and refund any payment made through the original method.
Orders are typically processed and dispatched within 2–5 working days. During busy seasons or for large specimen plants, processing may take a little longer. We will keep you updated by email every step of the way.
Delivery
Groen personally delivers every order using our own experienced delivery team within approximately 200 km of Paarl — no third-party couriers for plants.
Use our delivery eligibility checker on the Delivery & Collection page to confirm your suburb before checkout.
No. Every Groen order — plants and garden goods — is carefully delivered by our own experienced drivers so we can handle each plant with the care it deserves.
Delivery availability and the applicable delivery charges are shown at checkout. Large trees, oversized plants and bulky items may need to be arranged with us directly. The exact cost will always be shown for approval before payment.
Most orders arrive within 2–5 working days anywhere in our ~200 km delivery radius from Paarl. Outlying towns along our regular routes take 2–7 working days.
We will contact you to schedule a delivery window and send a confirmation once your order is on its way. Living plant deliveries may be adjusted for severe weather to protect the plant.
We will always contact you before delivery to confirm someone will be available. If you are unexpectedly unavailable, we will arrange a redelivery. Additional charges may apply if a second delivery attempt is required.
Click & Collect
- Select “Collect in Paarl” at checkout.
- Complete payment and receive an order confirmation email.
- Wait for the “Ready for Collection” email from our team.
- Collect from De Uitzicht Estate, Paarl at the time we arrange with you — please wait for our confirmation before travelling.
- Bring your order confirmation and a form of ID.
Collection orders are held for 7 days from the date of your “Ready for Collection” email. If the order is not collected within this period, it will be refunded to the original payment method and the stock returned to the shop floor.
Yes. The person collecting simply needs a copy of the order confirmation and a valid form of ID. If you would like to add an alternative collector’s name to the order, reply to your confirmation email and we will note it on the account.
Living Plants
Plants are living products. Each one grows uniquely, so size, leaf shape, colour and fullness may vary from the photograph. We photograph representative specimens and always send healthy, true-to-type plants.
Plant sizes are approximate and measured from the soil surface to the top of the foliage or as otherwise stated on the product page. Growth rate and form will vary naturally with the season.
Flowering depends on the plant variety, season and growing conditions. Some plants arrive in bud, while others will flower in the correct season once established in your garden.
We take great care in packaging, but if a plant arrives damaged or unhealthy, please contact us within 24 hours of collection or delivery with clear photographs and your order number. Plants may only be returned within 24 hours — after this window we're unable to accept returns or refunds on plants.
We will assess the issue and, where appropriate, arrange a replacement or refund.
Plants may only be returned within 24 hours of collection or delivery. After 24 hours, no returns, exchanges, refunds or credits are accepted on plants. If a plant arrives damaged or unhealthy, report it within 24 hours with photographs and we'll arrange a replacement, refund or store credit.
Leaf colour, variegation and flower shade can change with light levels, temperature, season and maturity. These natural variations are part of what makes each plant unique and are not considered defects.
Plant Care
Watering needs vary by plant. Each product page includes a detailed Plant Care section with specific guidance. As a general rule, check the soil before watering: most plants prefer to dry out slightly between waterings.
Look for the sunlight, soil and hardiness information on the product page. Our plant descriptions and AI-generated care guides indicate whether a plant prefers sun, shade, wind shelter or well-draining soil.
Yes. Every plant page includes care guidance, and our team is happy to answer specific questions on WhatsApp or by email. We also share seasonal care tips with our Growers Club community.
Our AI Plant Care feature generates detailed care guidance for each plant — including sunlight, water, soil, temperature, feeding and more — based on the plant’s common and botanical name. Our team reviews every entry before it is published.
The West Coast is sunny, windy and often dry. Look for drought-tolerant, wind-hardy plants such as succulents, fynbos species, lavender, rosemary, olive trees and hardy coastal shrubs.
Our team can recommend varieties suited to your specific garden conditions — just send us a message with photos of your space.
Gift Cards
Groen Digital Gift Cards are redeemed online at checkout. They are delivered by email and can be used across multiple purchases until the balance is exhausted.
Yes. Enter the Gift Card code in the discount or Gift Card field at checkout.
Yes. Apply the Gift Card code at checkout, including on Click & Collect orders.
Groen Gift Cards do not expire and retain their balance until fully redeemed.
Absolutely. During purchase, you can enter the recipient’s email, name and a personal message. The Gift Card will be sent directly to them on completion of your order.
Gift Cards cannot be returned or exchanged for cash, except where required by law. Lost or stolen Gift Cards may not be replaceable, so please treat the code as cash.
Returns & Refunds
We offer a 14-day refund policy on non-plant products that are unused, undamaged and in their original packaging, with proof of purchase. Full details are available on our Refund Policy page.
Plants may only be returned within 24 hours of collection or delivery. After 24 hours, no returns, exchanges, refunds or credits are accepted on plants. If a plant arrives damaged or unhealthy, report it within 24 hours with photographs and we'll arrange a replacement, refund or store credit.
Email hello@groen.co.za or WhatsApp us within 24 hours of delivery or collection. Include your order number and clear photos of the damage.
Once a refund is approved, it is typically processed within 5–10 business days. The time it takes to reflect in your account depends on your bank or payment provider.
If the return is due to an error or fault on our part, Groen will cover the return shipping. For change-of-mind returns, the customer is responsible for return shipping costs.
Payments
Payment is completed on Shopify's secure hosted checkout. The available payment methods are shown there before you pay. Groen Digital Gift Cards and Groen store credit can also be applied at checkout.
Yes. Payment is taken on Shopify's PCI-compliant hosted checkout. Your card details are encrypted and are never stored on Groen's systems. Your personal information is handled in accordance with POPIA.
Whether these options are available to you depends on the payment methods shown at checkout. For trade or project orders, contact us before placing the order and we'll confirm what we can arrange.
Collection & Advice
Groen operates from the Paarl area in the Cape Winelands. Delivery areas and our collection-by-arrangement details are on our Delivery & Collection page.
Our Paarl location is a collection point for online orders only — it is not a walk-in retail nursery. Collections happen by prior arrangement once we confirm your order is ready.
You are welcome to arrange a repotting service on request, depending on current availability. Send us the pot dimensions and we will advise on suitable plants.
Yes. Our team can provide general planting advice and plant selection guidance. For larger landscaping projects, please email us to arrange a consultation.
Account
Tap the account icon in the header and follow the sign-up prompts. You can register with your email or use Google for faster access.
On the sign-in page, select “Forgot password” and enter your email address. We will send you a secure link to reset it.
Email addresses can usually be updated in your account settings. If you no longer have access to your old email, contact us and we will verify your identity before making the change.
Log in and go to your account profile. From there you can add, edit or remove saved delivery and collection addresses for faster checkout.
General
We supply selected plants and garden goods to trade customers and landscapers on request. Contact us with your requirements and we will prepare a trade quotation.
Yes. Businesses can order online or arrange a trade account for project quantities. Email hello@groen.co.za to discuss your needs.
Gift wrapping and handwritten cards are available on request for certain products. Add a note at checkout or contact us before placing your order.
WhatsApp us on +27 81 002 5555.
Email hello@groen.co.za or use our Contact form.
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