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Can I add anything to my existing order(s)?
If your last order(s) has(have) not yet been packed and shipped, it is possible to add something. To do this, simply place a new order with Fluwel and choose “collect at Fluwel” as delivery option, this way you do not have to pay for the shipping again. Also, please leave your previous order number in the comment section, this was we will combine all your orders into one delivery.
Can I receive 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 e-mail.
Can I place an order without VAT?
VAT is specified separately on your invoice. You can declare this on your tax return.
Can I give the flower bulbs as a gift to someone else?
:) of course! If you want to give the flower bulbs as a gift to someone and therefore want to send them to a different shipping address than your own (billing) address, you can simply indicate a different shipping address. The recipient of your order will not receive an invoice or price information with the order, these will be sent to you by email.
My order was not delivered completely or correctly
We do our utmost, but it can of course 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.com). Please include the order number in your email and add photos if necessary.
PAYMENT
I have not received an email with payment instructions
If you have chosen "bank transfer" as payment method, you will receive an email from MultiSafepay with further instructions to successfully complete the payment. You will receive this email within a few minutes after placing your order on Fluwel. Also check your spam box (junk e-mail) carefully, as this email may end up there. If you have not received this email, you can contact our customer service (info@fluwel.com).
My payment has failed, can I pay in another way?
You can choose a different payment method during the payment process to still complete your order. If this does not work, you can contact our customer service (info@fluwel.com) and we will send you a new payment link.
How do I know if Fluwel has received my payment?
Once we have received your payment, we will send you the invoice by email. You will first receive an order confirmation and then the payment confirmation with invoice.
Can I pay afterwards?
It is currently not possible to pay afterwards. Your order is complete after payment only and the flower bulbs will be reserved for you. If you do not complete your payment within the specified period, your order will be cancelled.
DISPATCH
When will my bulbs be delivered?
This depends on what kind of bulbs you have ordered and when you have placed your order. We start sending orders when the planting season starts, this is usually at the end of September. Orders from Northern Europe are sent first because it is slightly colder there. We wait to ship until the planting season starts, since from our experience most people do not have the optimal storage conditions for flower bulbs. Storing the flower bulbs too moist (or otherwise incorrectly) can lead to disappointing flowering. The flower bulbs are stored in our cold room under ideal conditions. Once they arrive at your doorstep, they can be put straight into the ground. This means there is no period in which your flower bulbs can sustain any damage.
We do not send flower bulbs between the end of May and the end of September, during this period you can only pre-order bulbs. For the rest of the year, your order will be prepared and shipped within 1 to 2 business days. We send your order with a 'Track&Trace' code, which you will receive on the day of shipment and with which you can track your package.
We do not ship bulbs between December 20th and January 5th either, during this period we make time for our family, friends and some relaxation.
Can I have an order delivered outside the EU or UK?
We only ship orders within the EU and UK. If you want to take the bulbs outside the EU or UK yourself, Fluwel is not liable for any consequences such as quality and correct export documents.
Can I give a delivery notice to the parcel deliverer?
Unfortunately, we cannot send a message to the parcel deliverer.
Can I indicate when I want to receive my order?
You can leave a note with a delivery request while 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 delivery service, among other things.
Which parcel service will my package be sent via?
We ship our packages via PostNL. For orders outside of Netherlands, this will be transferred to the local carrier. We have no influence on this and cannot make any choice for you. You will receive a track & trace link by email 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 raise our prices by 15% (this is about the average shipping cost) 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 good to us and this is why we have chosen to keep the prices of our flower bulbs low for the time being and to charge shipping costs accordingly. You only pay your shipping costs once, regardless of the quantity (in kg) you order.
ACCOUNT
How do I create an account?
To create an account, click on 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’ve forgotten your password, click on the "Forgot Password" link on the login page. Enter your email address, and we’ll send you instructions to reset your password.
I cannot 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 assist with the reactivation. If you've used your account recently and still cannot reset the password, please contact our customer service team, and we'll be happy to help you.
My shipping/customer information has changed. How can 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 details, shipping address, and preferences.
WISHLIST
How can I save products for later?
You can save products to 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, either 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'll 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?
Ensure you're logged in with the same customer profile and store (COM, NL, DE) you used previously. The wishlist is only accessible when you're logged in.
TECHNICAL ISSUES
At Fluwel, we strive to provide the best possible webstore experience by continuously updating and monitoring our website. However, despite our efforts, technical issues may occasionally arise. Please know that we're committed to resolving any problems as quickly as possible to ensure your shopping experience remains smooth.
Why am I having trouble accessing the site?
If you’re having trouble accessing the site, try clearing your browser cache and cookies, try using a different browser and check your internet connection. If the problem persists, please contact our support team.
The site is not loading correctly or it doesn’t work as it is supposed to. What should I do?
If the site is not displaying properly, ensure you’re using an up-to-date browser, try clearing your browser cache and cookies and check your internet connection. If the issue continues, contact our customer service for assistance.
ANYTHING ELSE
Is your question not listed? Then you can contact our customer service via info@fluwel.com, we try to respond within one working day.
