FAQs : Frequently Asked Questions - Giulia's Gardens at your service
Frequently Asked Questions — I Giardini di Giulia
Quickly find answers to the most common questions about shipping, payments, returns, plant care, preserved greenery, party favors, and much more. If you cannot find what you are looking for, our team is always available to assist you.
On this page, we have collected answers to the questions our customers ask most frequently. The FAQs are organized by category to help you quickly find the information you need. If your question is not listed, please do not hesitate to contact us: we will be happy to help.
Quick Index
Shipping and Delivery
Shipping is free for orders of 69 euros or more throughout Italy. For lower-value orders, the cost starts at 5.45 euros and is calculated based on the order total, not weight; it is always shown in the cart before payment. Different rates apply to certain remote locations (minor islands and remote areas) and international shipments, and are always shown at checkout before the order is confirmed.
Standard orders are processed within 24–48 business hours and delivered within 1–3 business days after dispatch. We ship from Monday to Wednesday to prevent the package from remaining in a depot over the weekend. For indoor and outdoor pots, delivery times are 5–7 business days. Personalized products are also made quickly: party favors can be ready within 4–5 business days because we produce them in-house.
Yes, we ship throughout Europe and to many non-EU countries. Rates and delivery times vary depending on the destination and are always shown during checkout before the order is confirmed.
We use a professional packaging system specially designed for transporting live plants. Each specimen is protected with shock-absorbing materials, internal supports, and breathable wrapping that ensure maximum protection during transit while preserving the integrity of the plant and pot.
Yes. As soon as your order is handed over to the courier, you will receive an automatic email with the tracking number and a link to monitor the shipment status in real time.
Yes, you can choose free pickup at our store in Ruvo di Puglia (BA). We will contact you when your order is ready for pickup.
Payments and Security
We accept credit and debit cards (Visa, Mastercard, American Express), PayPal, advance bank transfer, cash on delivery (payment upon delivery), and Klarna (installment payments). All payment methods can be selected during checkout.
Absolutely. The website uses 256-bit SSL encryption, and all card payments are processed through PCI DSS-certified gateways. Your card details are never stored on our servers.
Yes, thanks to our partnership with Klarna, you can split your payment into 3 interest-free installments. The option is available at checkout for eligible orders.
For credit cards and PayPal, payment is charged when the order is confirmed. For bank transfers, the order is processed after payment is received. For cash on delivery, payment is made upon delivery.
Yes, we issue invoices upon request. Simply enter your billing details (including your VAT number and SDI/PEC code) during checkout or send them by email to info@igiardinidigiulia.it.
Returns, Refunds, and Warranty
It depends on the type of product.
Pots, ceramics, preserved greenery, and home accessories: yes. You have the right to withdraw within 14 days of receipt, as provided for by the Consumer Code (Legislative Decree 206/2005). The product must be returned intact, unused, and in its original packaging.
Live plants: no. They are goods that risk deteriorating quickly, and the law expressly excludes them from the right of withdrawal (Article 59, paragraph 1, letter d of the Consumer Code). A plant sent back travels closed and in the dark for days and almost always arrives compromised: this is precisely why the law provides for this exception.
This does not leave you without protection. If a plant arrives damaged, unhealthy, or different from the one ordered, you are still entitled to a replacement or refund: the legal guarantee of conformity remains valid. In any case, contact us before sending anything back (+39 080 908 0109 or info@igiardinidigiulia.it): in most cases, we can resolve the issue without you having to ship anything. You can find all the details on the Withdrawing from the contract page.
Pots, ceramics, preserved greenery, and home accessories: yes. You have the right to withdraw within 14 days of receipt, as provided for by the Consumer Code (Legislative Decree 206/2005). The product must be returned intact, unused, and in its original packaging.
Live plants: no. They are goods that risk deteriorating quickly, and the law expressly excludes them from the right of withdrawal (Article 59, paragraph 1, letter d of the Consumer Code). A plant sent back travels closed and in the dark for days and almost always arrives compromised: this is precisely why the law provides for this exception.
This does not leave you without protection. If a plant arrives damaged, unhealthy, or different from the one ordered, you are still entitled to a replacement or refund: the legal guarantee of conformity remains valid. In any case, contact us before sending anything back (+39 080 908 0109 or info@igiardinidigiulia.it): in most cases, we can resolve the issue without you having to ship anything. You can find all the details on the Withdrawing from the contract page.
Contact our support team by email (info@igiardinidigiulia.it) or phone (+39 080 908 0109), providing your order number and the reason for the return. Always write to us before shipping: we will provide the correct address and packing instructions so the return arrives intact and the refund is processed more quickly. If it is a live plant, in most cases you do not need to send it back: a few photos are enough for us to assess the situation and resolve it. The refund will be issued within 14 days of receiving the returned product, using the same payment method used for the order. See also the return and refund policy.
Contact us within 24 hours of receipt by sending photos of the product and packaging to info@igiardinidigiulia.it. We will assess the situation and arrange a replacement or refund as soon as possible. This is the correct procedure for live plants: do not send them back on your own initiative, as the return journey may damage them and it is not necessary to obtain a refund.
No, the law provides for some exceptions. The right of withdrawal does not apply to two categories of our products:
• live plants and cut flowers, as goods that are liable to deteriorate rapidly (Article 59, paragraph 1, letter d of the Consumer Code);
• products made to measure or personalized at your request, such as engraved favors, made-to-measure arrangements, and plant paintings created to a specific design (Article 59, paragraph 1, letter c).
The right of withdrawal remains fully applicable to pots, ceramics, catalog-listed preserved greenery, and home accessories. For all products, including plants, the statutory guarantee of conformity also remains valid: if you receive a defective, damaged, or non-conforming item, contact us and we will arrange a replacement or refund.
• live plants and cut flowers, as goods that are liable to deteriorate rapidly (Article 59, paragraph 1, letter d of the Consumer Code);
• products made to measure or personalized at your request, such as engraved favors, made-to-measure arrangements, and plant paintings created to a specific design (Article 59, paragraph 1, letter c).
The right of withdrawal remains fully applicable to pots, ceramics, catalog-listed preserved greenery, and home accessories. For all products, including plants, the statutory guarantee of conformity also remains valid: if you receive a defective, damaged, or non-conforming item, contact us and we will arrange a replacement or refund.
Plant Care
Every plant we ship comes with a detailed care sheet containing specific guidance on light, watering, temperature, and fertilization. Instructions vary depending on the species: follow them carefully to ensure the health and longevity of your plant.
The watering frequency depends on the species, season, temperature, and humidity of the environment. As a general rule, always check that the soil is dry on the surface before watering again. You will find precise instructions in the care guide included with every order.
Yellow leaves may indicate overwatering or underwatering, inadequate light exposure, transport stress, or a lack of nutrients. Check the environmental conditions and compare them with the care instructions. If the problem persists, contact us with a photo: our team of experts will help you identify the cause and solution.
All our plants are shipped in perfect health. If you notice any issues upon delivery, contact us within 24 hours with photographic documentation. For care after delivery, we offer free assistance by email and phone.
Preserved Greenery
Preserved greenery consists of real plants and mosses that undergo a natural preservation process. This treatment replaces the sap with a glycerin-based solution, preserving the plant's natural appearance for years without the need for watering, sunlight, or pruning.
Yes, 100%. These are authentic plants and mosses that have been preserved to maintain their natural appearance over time. They are not artificial or synthetic plants.
Practically none. It does not require water, sunlight, or pruning. The only precaution is to avoid exposing it directly to intense sunlight or environments with humidity above 80%. For cleaning, a gentle stream of air is enough to remove any dust.
Under normal environmental conditions (indoors, away from direct sunlight and excessive humidity), preserved greenery maintains its appearance for many years, generally from 5 to 10 years or more.
Absolutely. We have developed an online configurator that allows you to design your custom moss wall art by choosing the dimensions, moss type, and composition. The system automatically calculates the price based on your choices. You can access the configurator from the dedicated page.
Yes, we create stabilized greenery walls for private homes, offices, restaurants, hotels, and commercial spaces. For large-scale projects, contact us for a personalized quote.
Wedding Favors and Events
Yes, we specialize in creating personalized green wedding favors for weddings, baptisms, first communions, confirmations, and all kinds of events. Each wedding favor is handcrafted in our in-house workshop.
There is no minimum order. You can order any quantity, even just a few pieces. Contact us with the details of your event (type of ceremony, number of guests, approximate budget), and we will prepare a personalized, no-obligation quote.
Much less time than you might think. We produce everything in-house—plants, ceramics, graphics, and packaging—so we do not depend on external suppliers: personalized wedding favors can be ready in 4–5 working days. We can also easily handle events scheduled on short notice and last-minute requests. For very large orders or particularly complex customizations, it is advisable to contact us a few weeks in advance, but this is not a requirement: contact us anyway and we will check the timing together.
Yes, upon request we can prepare samples of the selected wedding favors. You can also visit our store in Ruvo di Puglia to view the available options in person.
B2B and Resellers
Yes, we have a dedicated B2B channel for florists, garden centers, furniture stores, architects, interior designers, and industry professionals. We offer dedicated commercial terms, exclusive price lists, and personalized support.
To access the B2B portal, you must have a VAT number, operate in the floriculture, interior design, or related sectors, and meet a minimum order of 400 euros. This minimum applies exclusively to the B2B channel: there is no minimum order for private customers purchasing on the website. You can request access at b2bgiulia.it or contact us.
Yes, we create personalized green corporate gifts featuring your company's logo and colors. We offer solutions for every budget and occasion: corporate events, Christmas gifts, welcome kits, and much more. Contact us for a quote.
Yes, we offer supply and consulting services for green installations in offices, showrooms, restaurants, hotels, and commercial spaces. We also create preserved greenery walls and custom display corners.
Contact and Support
You can reach us by email (info@igiardinidigiulia.it), by phone, or on WhatsApp (+39 349 7091929), or through the contact form. We have two separate phone lines: +39 080 908 0109 for private customers and +39 080 908 0112 for resellers and B2B inquiries. We reply to emails within 24 business hours.
Our store and greenhouses are located at Via dei Fiori 3, 70037 Ruvo di Puglia (BA), Italy. They are easily accessible from the SS96 and SS98.
Yes, visits are available by appointment. Contact us to arrange a date and time. We will be delighted to show you our greenhouses and the workshop where our ceramics, floral arrangements, and favors are made.
Yes. Our team is available from Monday to Friday, 8:30 AM–5:00 PM and Saturday, 8:30 AM–12:00 PM. For urgent questions about ongoing orders, you can write to us on WhatsApp, which is usually the fastest channel.
Didn't find the answer you were looking for?
Our team is always available to answer any questions. Contact us through your preferred channel, and we will get back to you as soon as possible.
Private customer phone
B2B and reseller phone
Contact Form