FAQ

The Plant Web is an online store specializing in a wide variety of plants, including houseplants, pet-friendly plants, outdoor plants, and plant care accessories. We are dedicated to helping you create beautiful, green spaces both indoors and outdoors.

To place an order, simply browse our website, select the plants or products you wish to purchase, and add them to your cart. Once you're ready, proceed to checkout, where you can enter your shipping details and complete your payment.

We offer detailed plant descriptions and care tips on each product page. If you’re unsure, our Plant Care Consultation service can provide personalized recommendations based on your environment and lifestyle.

Yes, we have a selection of pet-friendly plants that are safe for homes with cats and dogs. These plants are clearly labeled on our website under the "Pet-Friendly Plants" category.

Absolutely! In addition to plants, we offer a range of planters, pots, soil mixes, and other plant care accessories to meet all your gardening needs.

Each plant comes with care instructions, and we provide plant care guides on our website. For specific questions, you can reach out to our Plant Care Consultation service.

You can place an order as a guest, but creating an account allows you to track your orders, save your information for faster checkout, and receive exclusive offers.

You can reach us by phone at 0704783330 or by email at support@theplantweb.com. We’re also available via live chat on our website during business hours.

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM, and Saturday from 10:00 AM to 4:00 PM.

We accept various payment methods, including M-Pesa, credit/debit cards, Google Pay, Apple Pay, and bank transfers. All payments are securely processed. You’ll be directed back to our merchant website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Yes, we use secure payment gateways and encryption to protect your personal and payment information.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.https://theplantweb.com/account/register and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@theplantweb.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@theplantweb.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

Delivery typically takes 2-5 business days, depending on your location. We will provide you with an estimated delivery date. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

We currently deliver across most regions in Kenya, Uganda, Tanzania, Rwanda, Burundi, South Sudan and Ethiopia. We will share a detailed breakdown for specific locations (Working on it) before ordering to make sure we can deliver to your geographical location.

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table (Coming soon) to check the postage fees for different destination countries. If your order value is more than Ksh 10000, we provide free shipping within the Kenya.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. 

Please contact our customer service team via support@theplantweb.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@theplantweb.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, provided it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead.

Yes, in order to do so, kindly reach us by phone at 0704783330 or by email at support@theplantweb.com. We’re also available via live chat on our website during business hours to assist. We will do our best to accommodate your request.

Yes, we offer a plant subscription service where you can receive a new plant or plant care package every month. Check our website for more details.