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English ORDER
Can I add something to my order?
If your first order has not yet been packed and shipped, it is possible to add something. To do this, you place a new order with Fluwel. For shipping method, choose the option “pick up at Fluwel” so that you do not pay shipping costs again. In the payment process, indicate in the comments field that you want to combine this order with a previous order. Clearly state which order it concerns (order number). If this is clearly indicated, and as previously mentioned, your first order has not yet been packed and shipped, we can combine the order for you after receipt and payment of your second order.
Can I get an invoice for my order?
After you have paid for your order and it has been processed by us, you will receive an invoice from us by email.
Can I place an order without VAT?
The VAT is specified separately on your invoice. You can declare this with your tax return.
Can I give the flower bulbs as a gift to someone else?
This is not a problem. If you want to give the flower bulbs to someone as a gift and therefore want to send them to a different shipping address than your own (invoice) address, you can indicate this in the payment process. Under “payment method” in the step “overview & payment”, uncheck “invoice and shipping address are the same”. You can now specify a different shipping address and complete your order. The recipient of your order will not receive an invoice or price information with the order, these will be sent to you by e-mail.
My order was not delivered completely or correctly
We do our utmost, but of course it can happen that something goes wrong. If your order is unexpectedly incorrect or if you are not satisfied, you can contact our customer service (info@fluwel.nl). Please state the order number in your e-mail and add photos if necessary.
PAYMENT
I have not received an email with payment instructions
If you have chosen the payment method 'bank transfer', you will receive an e-mail from MultiSafepay with further instructions to successfully complete the payment. You will receive this e-mail within a few minutes after placing your order on Fluwel. Also check your spam box (unwanted e-mail) carefully, the e-mail may end up there. If you still have not received an e-mail, you can contact our customer service (info@fluwel.nl).
My payment failed, can I pay in another way?
You can choose another payment method in the payment process to still complete your order. If this does not work, you can contact our customer service (info@fluwel.nl) and we will send you a new payment link.
How do I know if Fluwel has received my payment?
When we have received your payment we will send you the invoice by e-mail. You will first receive an order confirmation and then the payment confirmation with invoice.
Can I pay afterwards?
At this moment it is not possible to pay afterwards. Only after payment your order is final and the flower bulbs are reserved for you. If you do not complete your payment within the specified period your order will expire.
DISPATCH
When will my flower bulbs be delivered?
This depends on what kind of bulbs you ordered and when you placed your order. We start sending the orders when the planting season starts. This is usually at the end of September. Orders from Northern Europe are sent first because it is a bit colder there. We wait to send until the planting season starts because our experience is that most people do not have an optimal place to store the flower bulbs until the moment they can be planted. Storing the flower bulbs too moist (or otherwise incorrectly) can lead to disappointing flowering. In our cold store, the flower bulbs are stored under ideal conditions. Once they arrive at your place, they can go straight into the ground. This way, there is no period in which your flower bulb can suffer damage.
We do not ship flower bulbs between the end of May and the end of September. During this period, you can only order bulbs, which we will then store for you and ship as soon as you can start working with them. The rest of the year, your order will be prepared and shipped within 1 to 2 days. We ship your order with a 'Track & Trace' code, which you will receive on the day of shipment and with which your package can be tracked.
We do not send bulbs between December 20 and January 5. During this period we make time for family, friends and relaxation.
Can I have an order delivered outside the EU?
We only ship orders within the EU. Should you wish to take the bulbs outside the EU yourself, Fluwel is not liable for any consequences such as quality and correct export documents.
Can I give a delivery notification to the parcel delivery person?
Unfortunately, we cannot provide a message to the parcel delivery person.
Can I indicate when I want to receive my order?
You can leave a note with a delivery request when paying for your order. For example: 'please deliver in week 44'. We try to take this into account as much as possible, but cannot guarantee this because we are dependent on the parcel service.
Which parcel service will ship my parcel?
We ship our packages via PostNL. For foreign orders this is transferred to the local carrier. We have no influence on this and can not make a choice for you. You will receive a track & trace link by e-mail as soon as your package is shipped.
Why do I have to pay shipping costs?
Each country has its own shipping costs. It would be easy to increase our prices by 15% (this is about the average shipping costs) and then say: free shipping. But the unfair thing about this setup is that a country like Germany (low shipping costs) has to pay for the shipping costs to Portugal (high shipping costs). This does not feel right to us and that is why we choose for the time being to keep the prices of our flower bulbs low and charge the shipping costs proportionally. You only pay your shipping costs once, regardless of the quantity (in kg) you order.
ABOUT OUR WEBSHOP
How do I create an account?
To create an account, click the "Sign Up" button at the top of the page. Fill in your details and follow the instructions to complete the registration process.
I forgot my password, how can I reset it?
If you have forgotten your password, click on the "Forgot Password" link on the login page. Enter your email address and we will send you instructions to reset your password.
I can't reset my password, what should I do?
If you haven’t used your account since fall 2022, it will need to be reactivated. Please contact our customer service team and we will help you reactivate it. If you’ve used your account recently and still can’t reset your password, please also contact our customer service team. We’ll be happy to help.
My shipping/customer information has changed. How do I update my account information?
To update your account information, log in and go to the "My Account" section. Here you can edit your personal information, shipping address, and preferences.
WISHLIST
How can I save products for later?
You can save products for later in your personal wishlist by logging into your Fluwel account. Look for the heart icon on the product page to add items to your wishlist. Please note that adding items to your wishlist does not reserve them and stock may be limited.
How do I manage my wishlist?
To add products to your wishlist, simply click the "Add to my wishlist" button on the product page. To remove an item, click the same button again on the product page or go to your wishlist and select "Remove" next to the product.
How do I purchase items from my wishlist?
In your wishlist you will find an "Add to Cart" button next to each product. Click this button to move the item to your cart for purchase.
Why can't I see my wishlist?
Make sure you are logged in with the same customer profile and store (COM, NL, DE) that you used before. The wishlist is only accessible when you are logged in.
TECHNICAL PROBLEMS
At Fluwel we strive to provide the best possible online shopping experience by continuously updating and monitoring our website. However, despite our efforts, technical issues may occasionally occur. We are committed to resolving issues as quickly as possible to ensure your shopping experience remains smooth.
Why am I having trouble opening the site?
If you have trouble accessing the site, try clearing your browser cache and cookies, using a different browser and checking your internet connection. If the problem persists, please contact our support team.
The site is not loading correctly or is not working properly. What should I do?
If the site is not displaying properly, please ensure you are using an up-to-date browser, try clearing your browser cache and cookies, and check your internet connection. If the problem persists, please contact our customer service team for assistance.
CONTACT
Is your question not listed? Then you can contact our customer service via info@fluwel.nl . We try to give a response within one business day.
