FAQ

COVID-19: IS IT STILL POSSIBLE TO PLACE ORDERS ON FLEUROP.COM?

Our affiliated florists are still ensuring deliveries following all the security measures and recommendations for the safety of all. 

Whenever is possible the delivery will be contactless. 

However, due to COVID-19 situation, some of our florist members may be closed. In this case, our customer service will contact you in order to inform you.

1-CAN MY BOUQUET BE DELIVERED TODAY?

Yes, if you place your order before 2PM (local time of the country of destination), it will be delivered today. On Saturdays, order must be placed before 11AM (local time of the country of destination). We do not deliver on Sundays and national holidays (of the country of delivery).

2-ON WHICH DAYS CAN I HAVE MY BOUQUET DELIVERED?

Our florists deliver 6 days a week (except weekends and national holidays of the country of delivery)

3-HOW DO I ORDER A FUNERAL BOUQUET?

You can order a funeral spray or bouquet on our website. 

As the time and place are important for this kind of orders, you must mention the funeral day, location and provide a contact number, so that the florist can guarantee the delivery in good conditions.

4-HOW CAN I PLACE AN ORDER?

Ordering on fleurop.com is easy. Follow these seven simple steps:

1. Choose the delivery country where the flowers should be delivered to.
2. Select the desired item among the full product catalog of the selected country.
3. Select the bouquet price/ size, delivery date and, do not forget your card message. Then, go to “Add to Card”.
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.
6. Enter the Delivery complete details, do not forget to provide the recipient phone number.
7. Enter your payment method and personal information.
8. You will receive an order confirmation by clicking on "Place Order". In case of an special requirement fill in the Order/ Delivery Instructions field.

We will retransmit your order to the nearest independent Fleurop-Interflora florist, which is also your contract partner. We remain at your complete disposal for any additional questions you might have concerning your flower order or any other information you require

5-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 colour and shape of the bouquet shown on the webpage.

6-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.

7-WHAT ARE THE CONDITIONS FOR HOTEL DELIVERIES?

Deliveries to hotel 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 reception, we cannot track it anymore.

8-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 reception, we cannot track it anymore.

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

9-WHERE CAN I ENTER SPECIAL INSTRUCTIONS?

Special Instructions can be added during the ordering process: in the field of order instructions, in the checkout.

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

10-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 add any item while placing your order and want to do it, kindly write us an e-mail at least 24 hours prior to the delivery-date. Depending on the timing of your change, same day delivery may not be possible or if the order has already been processed by the florist your change may not be possible.

11-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.

We do not have a tracking system due to the various time zones and public business hours in each country. 

We cannot guarantee the confirmation of your order the same date of the delivery however we grant the delivery on the requested day, during the business hours of the flower shops.

If you should have any concerns about your order you may contact us by email.

12-HOW CAN I CHANGE MY ORDER?

If you need to change the delivery details kindly write us an email 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 the requested delivery date.

13-HOW CAN I CANCEL MY ORDER? 

If you need to cancel your order you may contact us by email. 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 at least 24h prior the requested delivery date.

14-WHAT KIND OF CREDIT CARDS CAN I USE?

Fleurop.com currently accepts:

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

You can also use Paypal.

15-HOW THE PRICES ARE 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 prices given on fleurop.com include the delivery charge and local VAT or sales tax of the local florist. Service charges are added at the end of the order process. 

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.

16-WHAT IS A 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.

17-AT WHAT TIME MY ORDER 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.

18-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 reported 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.

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

Our florist member will attempt delivery and leave a calling card and try to reach the recipient later by phone. 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 and you will be informed by email that the delivery could not be made.

20-WHEN CAN I GET PERSONAL ASSISTANCE?

International holidays, Saturday afternoons and Sundays our offices are closed. Our customer service will assist you during our office hours (from 08.30 to 17.30h - CET) and help you with all the questions you may have.

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

Should there be any complaint, the customer can of course contact fleurop.com customer service. We guarantee the delivered product for at least three days - 72 hours after delivery. If the delivered item does not fill the quality requirements, we will replace the product. This guarantee is your assurance that your order will be executed with love and care, and that only the highest quality products will be used.  

All the claims should be reported within maximum 5 days after delivery.

22-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.

With this proper care your flowers are expected to last for approximately 5 days.