Complaints protocol

Flowers.nl en onze Fleurop bloemisten handelen uw bestelling met de grootste zorg af. Heb je hierover vragen? Mail dan naar onze klantenservice. Ook suggesties en opmerkingen zijn van harte welkom. Met jouw opmerkingen kunnen wij onze dienstverlening namelijk verbeteren!

Order not going according to plan?

It can accidentally happen that  your floral gift doesn't compare to your expectations, please let us know no later that within one week after delivery so we can find a solution for you.

Please send us the following info through the Complaint form

2 Photos from the delivered product, the order number and a brief description of the complaint

Product delivered
Please note that flowers are a natural product; the bouquet delivered may vary  from the picture in our on-line flower shop.

Right of return.
Flowers and plants are living products and packages are tailored just for you. This gives you no right of return on these products.

Delivery moment 
When ordered before 13:00, your order will be delivered the same day (except Sundays and holidays). We cannot guarantee a delivery time.

Guarantee of quality 
Our florists provide 7 days vase warranty. Do you have any complaints about quality of the flowers, please let us know ASAP (within one week).

Complaint
You can sent us your complains directly through the complaint form. 

Attach the Order Number
To help you properly we ask you to provide the order number.

Reaction time 

Flowers.nl will try to solve your problem within 3 day's

Notification

Requirements

Solution

Not delivered, not at home

n/a

Non-home ticket in recipient’s postbox, Recipient can make appointment about delivery/pickup in consultation with the florist

Not delivered, delivery address is correct

Response within 14 days

Deliver, with apology by the florist in the form of a box of chocolate or flowers.

Delivered too late

Response within 7 days

Subsequent delivery of the bouquet with an apology by the florist in the form of a box of chocolate or flowers.

Delivered too early

Response within 7 days

Deliver again on the correct date

Quality not good

Response within 7 days

Return old bouquet / product / photo for examination, redelivered by the florist

Incomplete delivery

Response within 7 days

Subsequent delivery of the missing

Wrong composition/product

Response within 7 days

Exchange bouquet / product