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FAQs – most frequently asked questions
Product Range
Find answers about our product range and how to create your floral greetings.
You can send bouquets, flower arrangements and plants through Fleurop. At www.fleurop.de you can also send various gift ideas such as a Steiff teddy bear or chocolate with a bouquet.
At Fleurop, every single bouquet or arrangement is made individually and lovingly by hand by professional florists. This means that each bouquet is unique.
The Fleurop product range is always seasonal. Only seasonal flowers are used in the bouquets. It may happen that the local Fleurop florist no longer has a certain type of flower in stock. In this case, the florist will replace the flower with a similar one, so that the design, colour and appearance of the Fleurop greeting is guaranteed.
How to order
What should I consider when ordering online? The most frequently asked questions about ordering from fleurop.de and the answers can be found here.
When it counts, Fleurop is lightning fast. Fleurop orders received by our local partners before 3 pm on weekdays and before 11 am on Saturdays will be delivered the same day.
Of course, we also endeavour to deliver on the same day after these "closing times". There is an express surcharge of €5.00 for same day delivery.
Please note that some addresses cannot be delivered on the same day. If this is the case, we will notify you when you enter the delivery address during the checkout process.
Until you have placed your binding Fleurop order ("order with obligation to pay"), you can of course correct all details. Simply use the 'Back' button on your browser to go back to the point where you want to change the details. If you have already submitted your order, we will be happy to change your order details at a later date. Simply write to us using our contact form. If the delivering Fleurop partner has already started to customise your Fleurop greeting, changes may not be possible or may require a fee.
Before you place a binding Fleurop order with us by clicking the "Order with obligation to pay" button, we will show you all the costs in a clear overview. There are no additional costs. You will also find the invoice amount in your confirmation or under "My account" / "Orders".
When placing an order in our online shop, the customer makes a binding offer by clicking on the "Order with obligation to pay" button. Fleurop confirms receipt of the order by sending an e-mail to the e-mail address provided by the customer. This is for information purposes only and does not constitute an acceptance or conclusion of the contract itself. The contract is only concluded when we send you an order confirmation by e-mail within five days. This will complete the contract and your flowers will be sent to the Fleurop partner in your area. You will also receive an email from us with a summary of the most important information. Don't worry - your flowers are on their way. Please see our terms and conditions for details on how to conclude a contract.
Your contract is with Fleurop AG. Your order will be delivered by a local Fleurop partner florist. So you can be sure that the flowers for your Fleurop greeting are personalised and delivered fresh. If you have any complaints, you can simply contact the Fleurop florist who delivered your flowers or contact Fleurop directly by emailing the Fleurop service at reklamation@fleurop.de. You can also call us on 030 71371-202 from Monday to Friday between 8 am and 4 pm and on Saturdays between 8 am and 12 pm.
In the online confirmation after your order, we summarise all the information about your order. You can print this confirmation. To do this, click on the "Print Confirmation" button. If your browser does not support this function, please use your browser's print function. For more information, please contact the manufacturer of your browser software. If you are currently unable to print: No problem - all details of your Fleurop order are stored and can be viewed at any time. Simply log into your account and select "Orders".
You can cancel your order at any time before you click the "Confirm Order" button. If we have already accepted your order and you would like to cancel it, please contact the Fleurop head office (by e-mail at stornowunsch@fleurop.de or by telephone Mon-Fri 8 am - 4 pm and Sat 8 am - 12 pm on 030 71371-202). As long as we have not sent the order to the Fleurop florist, it can still be cancelled. This does not affect any existing consumer right of cancellation. Please refer to our terms and conditions for further information.
Delivery
Questions about the delivery of bouquets and prices for shipping can be found here.
Of course you can. The recipient will only know what you write on the card. We need your name, address, phone number or email address and payment information to process your order properly and in case we have any questions. Please see our privacy policy for information about our use of personal information.
Fleurop flowers are delivered between 8 am and 8 pm on working days. Deliveries to a business address by the Fleurop courier are generally made during normal business hours between 8 am and 6 pm. Same-day orders can be delivered until 8 pm. If this is not possible for certain delivery addresses, we will advise you of this during the order process. Please see our terms and conditions for more information.
We cannot promise delivery at a specific time, on Saturday afternoons or Sundays without prior express agreement.
If the Fleurop courier cannot find the recipient, they will try to deliver the flowers to a suitable location, such as a neighbour's house. If this is not possible, the flowers will be taken away. In any case, the Fleurop courier will leave a notification card with the information that a Fleurop arrangement is waiting for him - either at the neighbour's or at the Fleurop florist's, with whom the further procedure can be coordinated by telephone.
We ship our flower products that come in a box with our logistics partners DHL, Hermes and Go! Express & Logistics. The boxes are specially designed for the transport of flowers so that the goods arrive fresh and undamaged. You can choose a delivery date when you place your order. We do not guarantee delivery on the date requested. However, Fleurop will make every effort to meet your delivery date by sending your order on time and calculating the average delivery time. In rare cases, delays caused by our logistics partners may result in your package arriving 1-2 days later than requested.
If you receive an e-mail directly from DHL, Hermes or Go! Express & Logistics offering you an additional service from the parcel service providers, such as overnight delivery, please note that we have no connection with this additional service and that this additional service is offered by the parcel service providers themselves. Therefore, in the event of a complaint, we cannot reimburse you for any additional services you may have purchased directly from DHL, Hermes or Go! Express & Logistics.
If you have chosen a greeting card in your order, Fleurop greetings will include this greeting card with your personal greeting text and - in any case - the Fleurop freshness guarantee on the back. We will copy your text one to one. We will not add any additional text (such as the name of the bouquet, etc.). The recipient will only see what you have written in the "Your message" box. Please do not forget to include your name, otherwise the recipient will not know who to thank...
Fleurop stands for the conscientious handling of every Fleurop order.
This guarantee includes
- Delivery of the goods ordered
- of fresh, perfect quality
- by the agreed date (not if sent by post).
Should there nevertheless be reason for a complaint, please inform either the Fleurop shop making the delivery or Fleurop at reklamation@fleurop.de or by telephone on 030 71371-202 (Mon - Fri: 8 am - 4 pm, Sat: 8 am - 12 pm).
If you contact the delivering Fleurop shop with a justified complaint within 7 days and present the guarantee card enclosed with every Fleurop flower greeting, we will immediately provide compensation in kind.
Flowers by mail
In addition to our main assortment, you will also find a range of flowers in the online shop that are not delivered by a Fleurop florist, but are delivered in boxes by a parcel service.
Unfortunately not all areas in Germany can be covered by Fleurop florists. In order to make it possible to send flowers to friends, acquaintances or business partners in areas where there are no florists, we have decided to send some of our products by parcel service.
Unlike bouquets, which are hand-tied by the florist and delivered personally, the flowers arrive unbundled and in a box. This is a great opportunity to get creative and arrange the flowers in one or more containers as you wish.
By the way, you can personalise your box with a personal photo or additional gifts.
The flowers are carefully selected and packed to high quality standards. They are secured and well protected in sustainable floral paper in the specially designed Fleurop box. So-called "Freshbags" ensure that the water supply is maintained throughout transport by our trusted couriers DHL, GO! Express & Logistics or Hermes.
A large proportion of our cardboard packaging is also sent directly from the wholesaler. This short supply chain means we can guarantee freshness, just like the rest of our range.
Orders should be placed at least 3 days before the required delivery date. We will endeavour to meet your requested delivery date. Please note that there may be a 1-2 day delay in delivery for carton products.
For same-day delivery, we recommend our hand-tied bouquets, which are delivered by your local florist. See the full collection here.
Please ensure that the recipient's address details are correct. Unfortunately, due to the perishable nature of the goods, the flowers cannot be redelivered.
Payment and invoice
All payment options and important questions are listed here (with answers, of course).
You can pay conveniently and securely using PayPal, credit card, Apple Pay, Giropay, Klarna and direct debit.
We accept all major credit cards (Mastercard, Visa, Amex).
For direct debit we need your bank details. This payment option is limited to German banks. The data transfer is SSL encrypted and sent directly to the clearing centre.
Both credit card and direct debit payments will be debited immediately.
For your security, we require the credit card security code when you make a payment.
- Visa - 19-digit number on the back of the card in the signature area, including the last 3 digits.
- Mastercard - 7-digit number on the back of the card in the signature area, including the last 3 digits.
- Amex - 4-digit security code on the front of the card in the hologram.
With MasterCard SecureCode, an additional input field opens during the payment process, which connects you to your bank. There you enter your personal SecureCode to identify yourself as the legitimate cardholder. The SecureCode is a security value known only to you and your bank. MasterCard SecureCode™ is already offered by many banks in Germany.
Invoices are sent to the customer digitally as an email attachment instead of by post.
For the invoice recipient, the processing of incoming invoices is accelerated as there is no need to manually enter incoming invoices: no scanning or copying is required. In addition, e-invoices can be more easily processed, forwarded and archived electronically. This also results in cost savings.
You will receive your e-invoice as a PDF file attached to your email.
Can the invoice recipient archive the invoice in paper form only?
Yes, this is a printout of an electronically transmitted file. If you still require a paper invoice for your company, please send us an email with the order number to: rechnung@fleurop.de
Please note that these emails are processed automatically and we will not be able to accommodate any invoice changes or other requests that you may include in the email.
This is not a problem. In this case, you can request a PDF from the archive by contacting Fleurop AG customer service.
No, there are no additional costs.
Customer account
Read about the benefits of registering with fleurop.eu and what you need to know about your password.
No, registration is not required. You can send a Fleurop greeting without registering. The advantages of being a registered customer are that you do not have to re-enter your customer details, you can use the address book, appointments and reminders and order history at any time. You can check and correct your details yourself at any time under 'My account'.
Click on the 'I forgot my password.' link on the registration form. You will immediately and automatically receive an email asking you to change your password.
Fleurop gift certificate
Find out everything you need to know about the Fleurop gift certificate.
The Fleurop gift certificate can be redeemed after activation at any of the more than 5,500 Fleurop florists in Germany or in the online store www.fleurop.de.
Activation takes place no later than 24 hours after purchase.
To check the validity and balance of your certificate, please click here: Check validity
The remaining balance on the gift certificate has expired and cash payment is not possible.
The normal statute of limitations applies according to § 195 BGB.
The issuer accepts no liability if the voucher is lost, stolen or becomes illegible through no fault of the issuer.
No, the gift certificate cannot be combined with other discounts or promotions. It is also not possible to redeem a voucher when ordering a Fleurop gift certificate. We therefore ask you to select a different payment method when purchasing a gift certificate.
I have a question about the Fleurop gift certificate. Who can I contact?
If you have any further questions about the Fleurop gift certificate, please contact us by email info@fleurop.de