FAQ

1-CAN MY BOUQUET BE DELIVERED TODAY?

Fleurop Interflora can deliver your order within hours to more than 142 countries of our worldwide network. For most of them, same-day delivery is possible as far as the order is placed before noon (12.00pm) local destination time from Monday to Friday. However, factors such as time difference, public holidays, weekly closing days and business hours shall be taken into consideration.

 

2- HOW DO I ORDER A FUNERAL BOUQUET?

By selecting the ‘Funeral’ category, on the top menu, you will find a large selection of funeral sprays, wreaths, sympathy bouquets and some other items suitable for these very special occasions.

Due to the delicate circumstances implied, the following details are key to ensuring smooth delivery

• The name of the recipient, a relative who to contact to arrange the delivery.
• A valid local contact phone number of the recipient, a relative, or of the third party (such as the funeral home).
• Exact address where the ceremony will take place (funeral home, cemetery, etc.).
• Name of the deceased and the time of the ceremony by filling in the Order Instructions field (at the check-out or Chart step).

You have to know that the Florist will not proceed without prior contact with the recipient, relative or such third party in advance to ensure smooth delivery.

Also, take into consideration that local customs regarding funeral gifts (colors, or product type) can be very different from one country to another. But for every order, the florist will always try to accomplish the floral arrangement as well as the delivery in the most appropriate and respectful way possible.

(Please see our Terms & Conditions for more information regarding this point.)

 

3-HOW CAN I PLACE AN ORDER?

Ordering on fleurop.com is easy if you follow these simple steps:

1. Choose the destination country and the date the flowers should be delivered.
2. Select the desired item among the full product catalog of the selected country.
3. Select the bouquet size or custom the price for a larger size if desired. Then confirm the delivery date, do not forget your card message so the recipient will know who to thank! Then, go to ‘Add to Cart’.
4. Confirm your order – you can add as many items as you wish, and go to ‘Go to Checkout’
5. Enter your email – this email will be used for keeping you informed about your order as well as a contact phone number (including the country code) in case our Customer Care team might need to contact you regarding the execution of the order.
6. Enter the complete delivery details (street name and house number, town and zip / postal code), do not forget to provide the recipient’s phone number (a local destination country phone number if possible).
7. Enter your payment method and personal information.
8. You will receive an order confirmation by clicking on ‘Place Order’. In case of special requirement fill in the ‘Order Instructions’ field.

Your order will then be assigned to the nearest independent Fleurop-Interflora florist, which is also your contract partner.

 

4-WILL THE ITEM ORDERED LOOK EXACTLY LIKE THE PICTURE ON THE WEBSITE?

Flowers are seasonal products, and some varieties will therefore not always be available all year.

Our bouquet may thus look slightly different to the picture on the website.

However, every bouquet bought on fleurop.com is a work of art, freshly composed, especially for you by one of our premium Fleurop-Interflora affiliated members. You may rest assured that every effort will be made to match the color and shape of the bouquet shown on the webpage.

 

5-HOW DO I KNOW IF MY ORDER IS ACCEPTED?

Your order is processed as soon as you have received the order confirmation by email, with your personal order reference number. Make sure to mention your order reference number if you need to contact our customer service.

 

6-WHAT ARE THE CONDITIONS FOR HOTEL DELIVERIES?

Deliveries to hotels are possible only if you provide us with the following information: 

• Full name and address of the hotel
• Telephone number of hotel (if available)
• Room number (if available)
• Full name of the recipient as registered in the hotel

Deliveries are only granted to the reception desk of the hotel. Please note that once the order is delivered to the hotel reception staff, we cannot track it anymore.

 

7-WHAT ARE THE CONDITIONS FOR HOSPITAL DELIVERIES?

Deliveries to hospitals are possible only if you provide us with the following information: 

• Full name and address of the hospital
• telephone number of the hospital (if available)
• ward name and/or number
• Full name of the recipient

The delivery is only granted to the reception desk of the hospital. Please note that once the order is delivered to the hospital’s reception or ward’s staff, we cannot track it anymore.

Kindly note that some hospitals do not allow flowers deliveries to intensive care. In this case you will be informed, and our filing florist will keep the flowers until he hears back from the hospital staff in order to deliver your order.

 

8-WHERE CAN I ENTER SPECIAL INSTRUCTIONS?

Special Instructions can be added during the ordering process: in the ‘Order Instructions’ field, in the checkout step.

If you have additional delivery information after the successful order registration, such as an additional phone number or address details, kindly write us an email so we can forward your information to our florist partner.

 

9-HOW CAN I ADD ADDITIONAL ITEMS TO MY ORDER? (balloons, teddy bear, vase, chocolates…) 

During the ordering process you have the possibility to directly add an additional product to your order.

If you did not find the add-con item you would like to send with your flower gift, then kindly contact us by filling in the contact form or by e-mail at least 48 hours (or 2 working days) prior to the delivery date.

 

10-HOW CAN I TRACK MY ORDER?

Please be informed that as we have a worldwide network of florists, we are unable to offer you an automated order tracking service, mostly due to the various time zones and public business hours in each country. 

 

11-HOW CAN I CHANGE MY ORDER?

If you need to change the delivery details kindly write an email to us or call us during our business hours from 08.30 to 17.30 h. (CET).

Due to the various time zones and public business hours in each country, we are able to grant changes of an order placed if we get notification at least 24h prior to the requested delivery date.

 

12-HOW CAN I CANCEL MY ORDER? 

If you need to cancel your order you may contact us by email to custserv@fleurop.com

Please make sure to mention your order reference number. Due to the various time zones and public business hours in each country, we are able to grant changes of an order placed, if we get notification of at least 24h or 1 business day prior the requested delivery date (always taking into consideration the destination country local time).

 

13-WHAT KIND OF CREDIT CARDS CAN I USE?

Fleurop.com currently accepts:

• Visa
• Mastercard
• American Express
• Diners Club
• JCB

You can also use PayPal.

 

14-HOW ARE THE PRICES CALCULATED? 

Flower prices fluctuate according to seasons and regions. Prices of Fleurop-Interflora bouquets and arrangements are therefore based on the seasonal price of each country. The delivery cost is included in the item price.

(Please see our Terms & Conditions > General delivery information regarding remote locations or areas with no local florist partner).

If your credit card company invoices in a different currency, they will calculate the price based on their official daily exchange rate.

If the recipient refuses to accept the flowers without any reason, the full charges are due and will be billed.

 

15-WHAT’S THE SERVICE COST?

The service cost is covering the costs for personal handling of your orders.

It might be possible to charge an extra delivery fee depending on the location as some of them have no affiliated florist.

 

16-AT WHAT TIME WILL BE DELIVERED?

We do not have any delivery time guarantee, unless for funerals and weddings. Our filling florist will deliver during his regular business hours. The opening hours of the florist may vary slightly from shop to shop.

The delivery time request morning/afternoon is not guaranteed, but our florists will do their utmost to meet your delivery time request.

 

17-HOW DO I KNOW IF MY ORDER HAS BEEN DELIVERED?

Fleurop-Interflora guarantees each order to be delivered on the requested delivery date during the regular local opening hours of the florists. If by any reason the order cannot be filled, you will be contacted by our customer service as soon as the florist will report his delivery problem.

Thus, if you do not hear from us, you may be assured your order got delivered in the fresh and personal way guaranteed by Fleurop-Interflora. If you are sure that the order did not reach its delivery destination you may contact us and claim a non-delivery with your order number as reference.

 

18-WHAT HAPPENS IF THE RECIPIENT IS NOT AT THE DELIVERY ADDRESS?

Depending on the local customs of the destination country, if the recipient is not present at the specified address when delivery is to be made, the florist partner will leave an attempted delivery note or a ‘calling card’ asking the recipient to contact the Floris Partner upon their return.

When the recipient contacts the Florist Partner, a second delivery attempt should be made without additional costs.

If the florist is unable to deliver the flowers and unable to reach the recipient within 24 hours after the first attempt of delivery, the florist will inform us of the non-delivery to notify the Customer by email.

 

19-WHAT IS THE FLEUROP-INTERFLORA GUARANTEE OF QUALITY?

Every order will be executed with love and care, and that only the highest quality products will be used.  

If the delivered item does not fill the quality requirements, the customer can of course contact fleurop.com customer service.

(Please see our Terms & Conditions for more information regarding delays according to the type of claim.)

 

20-HOW LONG CAN I EXPECT MY FRESH FLOWERS TO LAST? HOW CAN I TAKE CARE OF MY FLOWERS?

To know how to keep your flowers fresh and long lasting, please read our ‘Flower Care’ instructions (at the bottom menu of our website). With this proper care your flowers are expected to last for approximately 4 days.

For more information about our procedures and execution of the orders, please read our Terms & Conditions policies.

We remain at your complete disposal for any additional questions you might have concerning your flowers order or any other information you require by filling the form available on  ‘Contact us’ at the bottom menu of our website.

International holidays (Christmas and New Year), Saturday afternoons and Sundays, our offices are closed. Our Customer Care team will be pleased to assist you during our office hours (from 08h30 to 17h30 - CET) and help you with all the questions you may have.