FAQ
FAQ
Ordering and payment
Yes, you can easily place an order with or without an account. Having an account offers additional convenience, such as access to your order history and faster checkout for subsequent orders.
For more information about ordering and payment, please visit this page.
For more information about ordering and payment, please visit this page.
You can pay securely via:
- PayPal
- American Express
- Visa
- Mastercard
- Maestro
Yes. After placing your order, you will receive by email:
- An order confirmation
- A shipping confirmation with Track & Trace
Yes, that is possible. You can apply for a business account via this link.
As a business customer, you benefit from customized purchasing options, insight into our full assortment, and tailored support. Please contact sales@potterypots.com to discuss the possibilities or request an account.
As a business customer, you benefit from customized purchasing options, insight into our full assortment, and tailored support. Please contact sales@potterypots.com to discuss the possibilities or request an account.
Shipping
Orders placed on working days before 12pm are shipped within 3 working days.
The average delivery time is approximately 1 to 5 working days, depending on the product and destination.
The average delivery time is approximately 1 to 5 working days, depending on the product and destination.
After shipping, you will receive a Track & Trace code by email. This allows you to track your parcel and view the expected delivery date. During checkout, you can add a note to your order. For example, a message for the delivery person or an additional comment about the delivery. We will ensure that this note is passed on to the delivery service. Please note that we cannot guarantee that the delivery driver will always be able to comply with specific requests.
Are you not at home at the time of delivery? The driver will leave a notice or you will receive an update via Track & Trace with the next steps.
Depending on the situation, a new delivery appointment will be scheduled or the carrier will contact you. As our products are often large or heavy, they are not delivered to neighbors by default.
We recommend keeping a close eye on the Track & Trace information around the scheduled delivery date.
Depending on the situation, a new delivery appointment will be scheduled or the carrier will contact you. As our products are often large or heavy, they are not delivered to neighbors by default.
We recommend keeping a close eye on the Track & Trace information around the scheduled delivery date.
Our deliveries are made as standard to the front door on the ground floor.
If you require the items to be brought inside or placed at a specific location (for example in the garden or on an upper floor), you will need to arrange assistance yourself if necessary. Our pots can be large and heavy, so please take this into account upon delivery.
If you require the items to be brought inside or placed at a specific location (for example in the garden or on an upper floor), you will need to arrange assistance yourself if necessary. Our pots can be large and heavy, so please take this into account upon delivery.
We charge a fixed shipping rate per order.
This rate applies regardless of the size or weight of the parcel. The shipping costs are automatically displayed during checkout, so you know exactly what to expect in advance.
In the case of a full return of your order, the original shipping costs will be refunded.
This rate applies regardless of the size or weight of the parcel. The shipping costs are automatically displayed during checkout, so you know exactly what to expect in advance.
In the case of a full return of your order, the original shipping costs will be refunded.
Returns
You have the right to return your order up to 14 days after receipt.
Returns can be registered via the digital return form. Read more on the returns and complaints page.
The exact costs will be communicated in advance when the return label is issued. Read more on the Returns & Complaints page.
After approval of the return, the amount will be refunded within 14 days of receipt via the original payment method.
If the original packaging is missing, a depreciation of 10% of the item value may be applied.
Yes, if a product is returned used, damaged, or incomplete, we will contact you.
Return requests submitted after the 14-day period will not be processed.
Return requests submitted after the 14-day period will not be processed.
Damage and replacement
Please contact us as soon as possible at cs@potterypots.com and include clear photos of:
- The damaged product
- The packaging
In the event of transport damage or a manufacturing defect, a replacement product may be provided after assessment of the submitted photos. We determine the most appropriate solution on a case-by-case basis.
Use
Are you using the pot indoors? Then we strongly recommend using a pot insert.
Most of our pots are plant-watertight, but not fully 100% waterproof. With generous watering, slight leakage may occur in some cases. On a laminate or wooden floor, this can cause damage - and that would be a shame. Therefore, always use a pot insert (unless 100% waterproof is specifically stated with the product).
Are you using the pot outdoors? Then a pot insert is not necessary.
Outdoors, proper drainage is essential. Excess rainwater and irrigation water must be able to drain away to prevent root rot. Make sure the pot has a drainage hole and that water can flow out freely.
Most of our pots are plant-watertight, but not fully 100% waterproof. With generous watering, slight leakage may occur in some cases. On a laminate or wooden floor, this can cause damage - and that would be a shame. Therefore, always use a pot insert (unless 100% waterproof is specifically stated with the product).
Are you using the pot outdoors? Then a pot insert is not necessary.
Outdoors, proper drainage is essential. Excess rainwater and irrigation water must be able to drain away to prevent root rot. Make sure the pot has a drainage hole and that water can flow out freely.
Our products are low-maintenance and require minimal care.
Has your pot become dirty? You can easily clean it with a dry cloth or with a sponge and some water (optionally with a mild soap solution).
We advise against using aggressive cleaning agents and pressure washers, as these may damage the material.
For detailed maintenance instructions, please refer to our ‘Use & Care’ page.
Has your pot become dirty? You can easily clean it with a dry cloth or with a sponge and some water (optionally with a mild soap solution).
We advise against using aggressive cleaning agents and pressure washers, as these may damage the material.
For detailed maintenance instructions, please refer to our ‘Use & Care’ page.
Clean your pot with a soft cloth or sponge and lukewarm water. If necessary, you can use a mild cleaning agent or a small amount of natural soap.
Always avoid aggressive or chemical cleaning agents, abrasive sponges, and pressure washers. These can damage the surface or affect the protective coating.
By gently wiping your pot regularly, it will stay beautiful for longer and the material will retain its appearance.
Always avoid aggressive or chemical cleaning agents, abrasive sponges, and pressure washers. These can damage the surface or affect the protective coating.
By gently wiping your pot regularly, it will stay beautiful for longer and the material will retain its appearance.
Choose a pot that is at least 2 cm larger than the nursery pot of your plant. This gives the plant enough space to grow and leaves sufficient room for potting soil or clay pebbles.
When selecting the right size, pay particular attention to the opening diameter of the pot. Measure the diameter at the top of the nursery pot and compare it with the opening diameter of the decorative pot.
For the correct inner dimensions, use the following guidelines:
When selecting the right size, pay particular attention to the opening diameter of the pot. Measure the diameter at the top of the nursery pot and compare it with the opening diameter of the decorative pot.
For the correct inner dimensions, use the following guidelines:
- The opening diameter must be at least 2 cm larger than the diameter of the nursery pot
- The inner height must provide sufficient space for a layer of clay pebbles if desired
Large / tall pots often do not need to be completely filled with potting soil. By cleverly filling the bottom, you can significantly reduce the weight without affecting the plant.
Here’s how to do it:
This way, you use less potting soil, reduce the overall weight of the pot, and still provide enough space for healthy growth.
Tip: when using the pot outdoors, always ensure proper drainage so that excess water does not remain in the pot.
Here’s how to do it:
- Fill the bottom with lightweight materials such as clay pebbles.
- Or place one or more upside-down plastic nursery pots at the base.
- You can also use empty, tightly sealed plastic bottles if needed.
- Fill the pot directly with potting soil, leaving sufficient room for the roots, or
- For indoor use: place a pot insert on top of the filling. Add a layer of clay pebbles and potting soil above it, and place the plant inside.
This way, you use less potting soil, reduce the overall weight of the pot, and still provide enough space for healthy growth.
Tip: when using the pot outdoors, always ensure proper drainage so that excess water does not remain in the pot.
First, check on the website whether your pot is frost-resistant. If it is, make sure that excess water can always drain away properly.
Water that remains in the pot can freeze and expand during frost, which may cause damage.
Prepare your pot properly as follows:
Tip: It is best to completely empty flower boxes and store them upside down in a dry place. This prevents water from accumulating and causing frost damage.
Water that remains in the pot can freeze and expand during frost, which may cause damage.
Prepare your pot properly as follows:
- Check whether there are sufficient drainage holes.
- Make sure these holes are not blocked.
- Place the pot on pot feet so that water can drain more easily and the pot is not standing directly on a wet surface.
Tip: It is best to completely empty flower boxes and store them upside down in a dry place. This prevents water from accumulating and causing frost damage.
A pot that is too small is usually not a good choice (with exceptions such as bonsai). The roots will not have enough space to grow healthily.
A slightly larger pot is generally better, but in moderation. As a guideline, choose a pot that is 10–20% larger than the current root ball.
Please note: a pot that is too large may cause the potting soil to stay wet for longer, which can lead to root rot.
A slightly larger pot is generally better, but in moderation. As a guideline, choose a pot that is 10–20% larger than the current root ball.
- For trees or shrubs that will remain in the same pot for a longer period, you may choose a more spacious size.
- For temporary planting, such as seasonal flowers, the pot may fit more snugly.
Please note: a pot that is too large may cause the potting soil to stay wet for longer, which can lead to root rot.
Saucers (or drip trays) for pots and planters actually serve three main functions:
Our saucers are sold separately, matching the size and style of the pot, so the overall look remains neat and cohesive.
- Water collection: they collect excess water that drains from the pot after watering. This prevents water from running onto the floor, table, or terrace.
- Surface protection: they protect surfaces such as wood, stone, or flooring from moisture stains, dirt, and scratches.
- Moisture regulation: for some plants, it can be beneficial if a small layer of water remains in the saucer. This water can gradually be absorbed by the plant.
Our saucers are sold separately, matching the size and style of the pot, so the overall look remains neat and cohesive.
The black Fiberstone planters (colour code -01) from the Natural collection can be treated 2-4 times per year with our special maintenance wax.
This wax helps maintain the deep black colour evenly and protects the surface against discoloration caused by sunlight and weather conditions. Regular treatment ensures that the planter retains its appearance and continues to look like new for longer.
This wax helps maintain the deep black colour evenly and protects the surface against discoloration caused by sunlight and weather conditions. Regular treatment ensures that the planter retains its appearance and continues to look like new for longer.
For our Essential collection, we offer a touch-up paint pen. This allows you to easily and neatly repair small damages, such as scratches or minor coating imperfections.
This keeps the finish smooth and even, and ensures that the pot retains its appearance, even with long-term outdoor use.
This keeps the finish smooth and even, and ensures that the pot retains its appearance, even with long-term outdoor use.
Product features
Yes, we offer a standard 2-year warranty on our pots.
The warranty applies to manufacturing defects and material faults under normal and proper use. The exact terms, coverage, and any compensation can be found in our general terms and conditions.
Do you have a question about a specific case? Please feel free to contact us - we are happy to assist you.
The warranty applies to manufacturing defects and material faults under normal and proper use. The exact terms, coverage, and any compensation can be found in our general terms and conditions.
Do you have a question about a specific case? Please feel free to contact us - we are happy to assist you.
The product page of each item states whether the pot is frost-resistant.
Most of our pots are suitable for outdoor use and are frost-resistant, provided they are used correctly. Proper drainage is essential: make sure excess water can always drain through drainage holes, so that no water remains in the pot that can freeze and expand.
Please note: if water cannot drain away, frost may cause damage - even to frost-resistant pots. Correct use is therefore crucial for durability during winter.
Most of our pots are suitable for outdoor use and are frost-resistant, provided they are used correctly. Proper drainage is essential: make sure excess water can always drain through drainage holes, so that no water remains in the pot that can freeze and expand.
Please note: if water cannot drain away, frost may cause damage - even to frost-resistant pots. Correct use is therefore crucial for durability during winter.
Yes, all our pots are UV-resistant and suitable for long-term outdoor use. They are developed to withstand sunlight and other weather conditions.
However, it is important to know that slight discoloration due to prolonged exposure to sun, rain, and temperature fluctuations cannot be completely prevented over time. This is a natural process that can occur with almost all outdoor materials.
The product page of each item always clearly lists the specific product specifications.
However, it is important to know that slight discoloration due to prolonged exposure to sun, rain, and temperature fluctuations cannot be completely prevented over time. This is a natural process that can occur with almost all outdoor materials.
The product page of each item always clearly lists the specific product specifications.
Our pots are designed to be strong and robust for everyday use. Under normal use, they are sturdy, shape-retaining, and resistant to impacts and scratches.
Of course, they are not indestructible. Heavy impact, dropping, or improper use may cause damage. Therefore, ensure a stable, level surface and preferably move the pot when empty to prevent damage.
With correct use, you can rely on durable and solid quality.
Of course, they are not indestructible. Heavy impact, dropping, or improper use may cause damage. Therefore, ensure a stable, level surface and preferably move the pot when empty to prevent damage.
With correct use, you can rely on durable and solid quality.
Most of our pots are plant-watertight. This means they are suitable for direct use with potting soil and planting.
The product page of each item clearly states whether a pot is fully waterproof or plant-watertight.
Please note: our pots are not intended as vases or water basins and are therefore not suitable for being completely filled with water*. For indoor use, we also recommend using a pot insert to prevent possible leakage.
*With the exception of certain pots from the Rough collection.
The product page of each item clearly states whether a pot is fully waterproof or plant-watertight.
Please note: our pots are not intended as vases or water basins and are therefore not suitable for being completely filled with water*. For indoor use, we also recommend using a pot insert to prevent possible leakage.
*With the exception of certain pots from the Rough collection.
Most of our pots are suitable for both indoor and outdoor use. However, there are exceptions: this may vary per collection and in some cases even per specific product.
The product page of each item clearly states whether the pot is suitable for indoor use, outdoor use, or both. This way, you always know exactly what to expect.
The product page of each item clearly states whether the pot is suitable for indoor use, outdoor use, or both. This way, you always know exactly what to expect.
No, our artificial plants are not suitable for outdoor use.
They are designed for indoor application. Exposure to rain, frost, and prolonged direct sunlight may damage the material and cause discoloration.
To preserve color and quality over the long term, we recommend placing our artificial plants indoors only.
They are designed for indoor application. Exposure to rain, frost, and prolonged direct sunlight may damage the material and cause discoloration.
To preserve color and quality over the long term, we recommend placing our artificial plants indoors only.
Yes, slight color or texture differences may occur. Our pots are handmade and finished, making each item unique.
Although we strive for maximum consistency within a collection, subtle variations may be visible. This is part of the production process and is not considered a manufacturing defect.
Although we strive for maximum consistency within a collection, subtle variations may be visible. This is part of the production process and is not considered a manufacturing defect.
For tall or narrow pots in windy locations, we recommend adding extra weight at the bottom of the pot. This increases stability and reduces the risk of tipping over.
For example, you can add gravel or heavier filling material in the lower layer. Always ensure a stable, level surface.
For example, you can add gravel or heavier filling material in the lower layer. Always ensure a stable, level surface.
Yes, we recommend removing the plastic nursery pot when placing a plant in a planter. This gives the roots more room to grow and reduces the risk of root rot caused by stagnant water.
Place the plant directly in potting soil (optionally with a layer of clay pebbles at the bottom for better drainage), so that water can drain properly and the roots can develop healthily.
Tip: For indoor use, use a plastic pot insert. This makes the planter waterproof and gives the plant sufficient space to grow properly.
Place the plant directly in potting soil (optionally with a layer of clay pebbles at the bottom for better drainage), so that water can drain properly and the roots can develop healthily.
Tip: For indoor use, use a plastic pot insert. This makes the planter waterproof and gives the plant sufficient space to grow properly.
Some pots have standard drainage holes, but not all. The product page of each item states whether drainage holes are already present.
Does your pot not have holes and would you like to use it outdoors? Then you can easily create drainage holes yourself using a drill, in the desired locations.
Does your pot not have holes and would you like to use it outdoors? Then you can easily create drainage holes yourself using a drill, in the desired locations.
Our artificial plants are made from high-quality synthetic materials and do not contain any living or biologically active substances. They are intended as decorative products and do not release toxic substances under normal use.
However, we recommend keeping artificial plants out of reach of small children and pets. They are not intended to be chewed or ingested.
Do you have specific questions about materials or safety? Please feel free to contact us - we are happy to assist you.
However, we recommend keeping artificial plants out of reach of small children and pets. They are not intended to be chewed or ingested.
Do you have specific questions about materials or safety? Please feel free to contact us - we are happy to assist you.
Yes, almost all pots are suitable for both hydroponics and artificial plants.
For hydroponics, place the plant in a waterproof pot insert so that the water level can be properly regulated and the material of the decorative pot is protected. For artificial plants, you can fill the pot directly with materials such as filler, polystyrene, or clay pebbles to firmly anchor the plant.
For hydroponics, place the plant in a waterproof pot insert so that the water level can be properly regulated and the material of the decorative pot is protected. For artificial plants, you can fill the pot directly with materials such as filler, polystyrene, or clay pebbles to firmly anchor the plant.
With correct use and proper (if necessary) maintenance, our pots will last for many years.
The lifespan depends on factors such as placement, weather conditions, and care. When the pot is used correctly - for example with proper drainage and appropriate maintenance - you can rely on durable long-term quality.
The lifespan depends on factors such as placement, weather conditions, and care. When the pot is used correctly - for example with proper drainage and appropriate maintenance - you can rely on durable long-term quality.
Yes, all our products are handmade and crafted from various materials. As a result, each item is unique and slight differences in color, texture, or surface may occur.
Although we strive for maximum consistency and precise dimensions, minor variations in finish, size, or weight may occur. This is inherent to the artisanal production process and contributes to the character of the product.
Although we strive for maximum consistency and precise dimensions, minor variations in finish, size, or weight may occur. This is inherent to the artisanal production process and contributes to the character of the product.
Accessories
No, these are not included as standard and must be ordered separately.
Matching accessories, such as a pot insert and saucers, can be found here. The product page of each pot also clearly lists the recommended accessories, so you can easily choose the right combination.
Matching accessories, such as a pot insert and saucers, can be found here. The product page of each pot also clearly lists the recommended accessories, so you can easily choose the right combination.
A number of pots from the Rough collection are available with a matching wooden stand, in a low or high version.
The other pots in our assortment are not supplied with a stand or frame as standard. We also advise against combining our pots with separate stands or frames, as this may affect stability and load-bearing capacity.
The other pots in our assortment are not supplied with a stand or frame as standard. We also advise against combining our pots with separate stands or frames, as this may affect stability and load-bearing capacity.
