Frequently Asked Questions

PLANTS & PLANTERS

  • Please visit the Journal page of our website to learn more about the maintenance guidelines of different plants.

  • Please maintain indoor ventilation, ventilation is the most critical condition for plant maintenance.

    Avoid closing the windows completely, and let in fresh air to the plants as much as possible, although it is okay to leave only gaps or turn on air-conditioning.

  • We use a mix of Japanese and Dutch plant materials to make our soil, and all our plants are sourced from a flower farm where they are disinfected to ensure that the plants can thrive in a healthy and hygienic condition. So, as long as the plants are watered in appropriate amounts and time, the issue of mosquitoes can be avoided.

  • It may take 1-3 months for plants to adapt to a new environment. During this period, leaves may turn yellow, brown or even fall off, but this is all part of the metabolism of a plant. If the plant is grown in the right environment, it should return to its original state within a short period of time. Care should be taken towards the soil’s moisture level and colour of the leaves, and if this problem continues to persist, please contact us.

  • Our plants are paired with premium fibre cement planters, chosen for their durability, elegant texture, and excellent breathability which promotes healthier root systems.

    These planters are robust enough for outdoor conditions and stylish enough for any indoor setting. We offer a curated selection of styles and colours to complement your space.

    You can explore our full range of available planters by clicking here.

DELIVERY

  • We do offer delivery service for our plants. Yet, currently, we only ship within Hong Kong (excluding remote areas and outlying islands). We do not offer international shipping.

    Direct Delivery by Root Team

    • Kowloon HK$300

    • Hong Kong Island & New Territories HK$500

    Third-party Courier Service Alternatives

    • For small plants only:

      Lalamove (Paid by recipient)

    • For accessories only:

      SF Express (Paid by recipient)

  • A stair-handling fee applies for addresses without direct elevator access (excluding ground floor).

    • Small Pots (<H80cm) HK$50 per pot per floor*

    • Medium-Large Pots (>H80cm) HK$100 per pot per floor*

    *A "floor" is defined as 3 steps or more.

    This fee will be collected by the driver upon delivery. We accept Cash, PayMe, or FPS for your convenience.

  • Our team will contact you of delivery arrangement via WhatsApp within 48 hours.

    Products will be ready for self-pickup or delivered within 10 working days after the order is confirmed normally.

    Specified Delivery Time

    A surcharge of HK$150 applies for requesting a specific delivery date/time.

    Adverse Conditions

    Delivery services may be delayed or suspended due to adverse weather, severe flooding, road blockages, or closures. We will contact customers via WhatsApp and phone within 48 hours to reschedule.

  • Root Studio

    Room 57, 4/F
    Sino Industrial Plaza
    9 Kai Cheung Road
    Kowloon Bay, Kowloon

    Monday - Friday
    12:00pm-7:00pm

    *Opening time may be subject to change

  • Never wonder if you're caring for your plant correctly. We provide dual support: a simple, elegant care card with every shipment for quick tips and reminders, plus a personalised 15 to 30-minute plant care onboarding consultation with every order delivered by Root team.

    Our specialists will walk you through essential care steps, including watering, light requirements, and troubleshooting common issues.

    Please note that this personalised service is exclusive to our direct deliveries or self-pickup to guarantee quality and is not available for orders fulfilled by third-party courier services.

    For detailed care instructions for different plants, please visit our Journal page.

ORDERS & RETURNS

  • We are happy to assist with order amendments free of charge within the first 24 hours of order confirmation.

    To help us manage administrative workflows effectively, a standard administrative fee of HK$200 (per change request) will be applicable for any amendments requested after this 24-hour window.

    To request a change, please contact us with your order number and contact info, and our team will be glad to assist you.

  • If damage is incurred during the shipment of the order, please do not sign for the order and return the plant to the courier. The courier will then contact us and we will arrange for a replacement to be delivered as soon as possible.

  • We believe your confidence in your plant is part of the experience. That's why we share a photo of your specific plant for your approval before we ship it. This confirmation step means you have accepted your one-of-a-kind plant, and as such, we are unable to process returns.

    We celebrate the natural and unique variations in every plant as part of its living beauty, not as flaws. Our commitment is to provide a healthy plant, and your care unlocks its future potential to become more lush and beautiful—it's a shared journey of growth.

植物及花盆

  • 請保持室內通風，通風是植物養護最關鍵的條件。

    避免完全關閉窗戶，盡可能地讓新鮮空氣於存放植物的空間流動，即使只留下縫隙或打開空調也是可以的。

  • 請瀏覽 Journal 頁面了解不同植物養護指引詳情。

  • 我們採⽤⽇本和荷蘭的混合植料做⼟壤，所有從花場來的植株都經過消毒和清潔，確保植物在健康和衛⽣的情況下才出售，所以只需澆⽔⽔量適當，蚊蟲問題就不會出現。

  • 植物需要1至3個⽉時間來適應環境，在適應期間可能會出現⿈葉、枯葉、落葉，這些都是植物正常的新陳代謝，可留意⼟壤的濕潤度和葉的變化。在良好的條件下，植物能夠很快恢復正常生長。但假若情況惡化，請⽴即與我們聯繫。

  • 我們的植物均搭配優質鎂泥花盆。這種材質不僅耐用、質感高雅，其良好的透氣性更有助於植物根系健康生長。這些花盆既堅固耐用，適合戶外環境，同時設計優雅，完美契合任何室內空間。我們提供一系列精心挑選的款式和顏色，以完美融入您的空間。歡迎 按此 瀏覽我們的花盆系列。

配送服務

  • 目前我們只能在香港境內發貨（偏遠地區及離島除外），暫不提供國際配送服務。

    Root團隊直送服務

    • 九龍 HK$300

    • 香港島及新界 HK$500

    第三方物流公司送貨服務

    • 只限小型植物：

      Lalamove（由收件人付費）

    • 只限配件：

      順豐速運（由收件人付費）

  • 若送貨地址無升降機直達（地下除外），將收取樓梯搬運費。

    • 小型盆栽 (<H80cm) HK$50 每盆每層*

    • 中大型盆栽 (>H80cm) HK$100 每盆每層*

    *三級或以上台階即定義為一層

    支付方式： 此費用將由送貨員於送貨時現場收取。我們接受現金、PayMe 或轉數快 (FPS)，以便利付款。

  • 我們會於訂單完成後48小時內，以Whatsapp方式聯絡，以便安排送貨日期及時間。

    如非預訂產品，產品一般會於訂單確認付款後10個工作天內安排送貨。

    指定送貨時間

    如需指定送貨日期／時間，需額外付加 HK$150。

    惡劣天氣及特殊狀況

    如送貨當天遇上惡劣天氣、嚴重水浸、道路阻塞或封閉，送貨服務或會延誤或暫停。我們將於48小時內以WhatsApp及電話聯絡顧客，重新安排補送。

  • Root 工作室

    九龍灣啟祥道9號
    信和工商中心4樓57室

    週一至週五
    下午12時-7時

    *開放時間可能會有變動

  • 我們提供雙重保障，徹底消除您的養護疑慮：每次配送均附贈精美養護指南卡，為您提供清晰的日常護理指引；每一個由Root團隊直接配送的訂單，我們均提供一次 15 至 30 分鐘的免費植物養護諮詢。

    我們會逐步講解關鍵的護理步驟，包括澆水、光照需求以及常見問題處理。

    請注意，此個人化服務為保證質量，僅適用於我們團隊的直接配送及自取服務，不適用於經第三方物流公司的訂單。

    如需了解不同植物養護指引詳情，請瀏覽 Journal 頁面。

訂單及退換貨

  • 在訂單確認後的24小時內，我們樂意免費為您處理訂單更改。為確保我們能有效協調後續工作流程，於24小時後提出的更改要求，將需收取每次HK$200的標準行政費用。

    如欲修改訂單，請與我們聯繫，並提供您的訂單編號及聯繫方式。

    info@rootdecor.co

  • 若因運送過程導致損壞，請不要簽收及把植物退還。送貨員會跟我們聯絡，我們會盡快為你安排新的植物。 請注意，我們不接受植物的實物退貨。 對於由於地址或交貨信息不正確或不完整而由快遞退回給我們的訂單，我們概不負責。

  • 我們相信，讓您從開始就充滿信心是體驗的一部分。為此，我們會在出貨前分享您專屬植物的照片，並等待您的確認。這個確認步驟意味著您已認可您獨特的植物，因此我們無法為您辦理退貨。

    植物非標準化商品，我們珍惜植物獨特的自然差異，視其為生命之美，而非瑕疵。我們的承諾在於提供健康的植物，而您的關懷則能激發其未來的潛力，讓它愈發茂盛。這是我們共同培育生命的美好旅程。