Dear Customer,
No packages will be shipped between December 18, 2023 and New Year's Day 2024 due to the holidays and our collective vacations in between. As a small family business with a handful of staff, we plan our vacations carefully to minimize inconvenience during the year. Please note that December 27, 28 and 29 we will not be available. Nevertheless, we will address questions, issues, cancellations, refunds, etc. as soon as we are operational again in early January. If you have a specific question about your order, read on!
When will my order be shipped?
We will stop shipping until January 2, 2024. From then on we will begin processing orders again. Please note that there may be a slight delay in January as we need to catch up. Once your order is ready to ship, you will receive a tracking link.I have a complaint or comment and would like a quick response
Complaints will be handled in January. Please send us pictures and a description of the problem for a quick response. Please include photos of the entire plant and any additional detail photos if this shows the problem more clearly. We aim to process all complaints by early January, although there may be a delay of over a week. We do our best to keep this to a minimum.I want to cancel my order
To cancel an order, please send a new email to customercare@claessenorchids.com with the subject line "Cancellation: #[order number]". This way we can refund you as soon as possible in January.Thus, refunds will also be issued in early January 2024.
I want to change/add a plant in my order
Due to the shipping freeze around the holidays, it is not possible to make changes or additions to existing orders during this period. Orders will be processed in chronological order whenever possible.Quick questions or comments
We will be down for the last week of 2023, including the holidays (23-12 to 02-01). Nevertheless, we will reply to all messages and emails as soon as possible in early January so that we can help you as soon as possible.
Team Claessen Orchids and Plants wishes you a happy holiday season and a happy and healthy 2024!
