Frequently Asked Questions

The Collector’s Palette was created to facilitate an experience of our collection in your own time and at your own pace, from the comfort of your own space.

Due to the high demand and bespoke nature of our creations, we are unable to offer refunds. All sales are final.

If a package is returned to Hildegaard due to an incorrect or incomplete address entered by the customer, or if the customer was not available for the delivery or the pickup of the order, Hildegaard is not responsible for return or redelivery shipping fees.

If the order which arrives is incorrect, Hildegaard Concierge will work to remedy the matter within 3-4 business days. Exchanges will only be accepted if labels and original packaging are fully intact and in resellable condition. To complete an exchange, please email hello@hildegaard.life within 2 days of delivery in order to receive a courtesy return label. If you have any concern such as breakage during transportation or malfunction within the 30-day period following delivery, please take a photo of your issue and send it with our order number and explanation to hello@hildegaard.life and we will proceed to replace your purchase.

Hildegaard is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route package protection at checkout.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not incorrectly delivered or easily found around the premises. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

Hildegaard Haute Botanical creations are composed entirely from plants of conscious and sustainable provenance. Because of this, our creations sell out quickly. Our creations are perennial but are released in limited editions defined by seasonality, harvest and location of the plants featured.

If an item is unavailable, please create an account and join the waitlist by adding the desired item to your cart. Once the new edition is released on the website, you will be notified via email so you can purchase the same day.

For any other questions, please contact Hildegaard Concierge at hello@hildegaard.life Please reference your order number within your email to help facilitate the process.

Each creation is priced to reflect the value and preciousness of the plants that are showcased.