Complaints protocol

Do you have questions about this? Don't hesitate to contact our customer service. Suggestions and comments are also always welcome. We can improve our services with your comments!

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