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Do you have a question? Usually you will find the answer on this page.
Is your question not there? Please feel free to contact our customer service team.

Frequently asked questions for Valentine's Day orders:

What time will my order be delivered?
For residential addresses, deliveries are usually made between 9:00 AM and 7:00 PM. Our delivery drivers work hard to ensure all orders arrive on time. However, due to high demand, your order may be delivered later than usual.

For business addresses, deliveries are typically made between 8:00 AM and 5:00 PM. If the recipient is not home, we will deliver to the neighbors or leave a notification card.

To minimize unnecessary emissions, delivery routes are planned as efficiently as possible. Unfortunately, we do not have real-time visibility on delivery times and cannot provide a specific time estimate. Want to check the delivery status of your order? Click on the Track & Trace link in the confirmation email you received from us.
I don't see Valentine's Day as an available delivery date. Can I still order for that date?
Ordering for Valentine's Day is possible until 1:00 PM on Friday, February 14, depending on the florist’s availability. Due to high demand around Valentine's Day, we recommend placing your order before February 12 to avoid disappointment.

Delivery is only possible on available dates. If your preferred date is not listed, unfortunately, delivery on that day is no longer an option.
Can I specify a delivery time?
Due to high demand around Valentine's Day, it is unfortunately not possible to request a preferred delivery time.
What is the response time of customer service?
We do our best to assist you as quickly as possible. However, due to high demand, the response time of our customer service may sometimes be longer than you are used to. The fastest and easiest way to reach us is via our live chat on the website. Check our opening hours here and discover other ways to contact us.
Can I still cancel or modify my order?
Modifying your order is possible, provided it has not yet been processed. Therefore, please contact customer service as soon as possible. Would you like to modify or cancel your order for Valentine's Day? Please let us know before February 11.
There is no sender on the card. Who placed the order?
Do you have a secret admirer and want to know who it is? We understand! However, due to privacy regulations, we are not allowed to share the customer's personal details. Upon request, we can ask the sender if they are willing to reveal their identity. It is then up to the sender to contact you.

What is your question about?

Click on the category your question is about:


Orders


Delivery


Changing &
canceling


Payment &
vouchers


Funeral flowers


Business


Service &
warranty

 


Privacy &
general questions

 

Order

Can I still order for today?
Yes, you can order bouquets until 1 pm for same day delivery throughout the Netherlands. For orders in Belgium you can place your order until 09:00 for same-day delivery. Gift cards are delivered the next day by courier service.

It may happen that the florist has insufficient flowers available due to pressure. Unfortunately, same-day delivery is no longer possible. You can order for the available dates. Is the date not listed? Then delivery on that day is not possible.
How do I place an order?
1. Click on the bouquet you want to order and then choose the desired size. Click on 'Order'.
2. You arrive at Step 1: Choose a card if wanted and fill in the desired text. Click on 'Continue'.
3. You can add something extra to your order such as a vase and chocolate. Click on 'Continue'.
4. You are now at Step 2: Enter the delivery address and then the delivery date and click on 'Next step'.
5. You are now at Step 3, the last step: Fill in your own details and check your order.
6. Choose the desired payment method. Also check the box to accept the terms and conditions. Click on 'Pay order'.
7. You can now pay with the chosen payment method. Follow the steps. After a successful payment, you will be taken to the thank you page. You will receive a confirmation by email.
Can I order by phone?
Because you are also making an online payment directly during your order, it is not possible to place the order by phone.
Do I remain anonymous?
Yes. The recipient will only see the text you put on the card. Not your name and address details. Your personal information is never given to third parties, including the recipient of the flowers/gift.
There's no name on the card, who is the sender?
Due to privacy laws, no personal data of the orderer may be provided. Upon request, we may ask the orderer to make themselves known. It is then up to the orderer to contact you.
Will I receive a confirmation?
Yes. Once you have paid for your order, you will automatically receive an e-mail confirmation from us. Here you can check your order. Receiving the confirmation can be delayed by 5 minutes because of payment verification.
Can I specify a latest delivery time?
The delivery drivers plan the most efficient route on the delivery day to minimize the number of kilometers driven. Your delivery depends on the other addresses on the route, so it is not possible to specify a preferred time (with the exception of funeral flowers).

For funeral flowers, the specified preferred delivery times are adhered to as closely as possible.

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Delivery

What time will my order be delivered?
At private addresses usually between 09:00 and 18:00. The florists do their best every day to deliver all orders on time. However, due to busy times or weather conditions, your order may be delivered after 18:00. On business addresses will be delivered during office hours. If the recipient is not home then we will deliver the bouquet at the neighbors or we will leave a note.

Unfortunately we have no insight into delivery times. The florist plans the route themselves to minimize the number of kilometers to be driven. This does not allow us to determine a specific delivery time, as we do not have insight into the delivery driver's route or the number of addresses in the route.
In what package are the flowers delivered?
Our flowers are delivered in a 100% recyclable cardboard bag. This packaging is explicitly not suited to keep the flowers in for prolonged periods of time. The packaging is not a vase. The recipient is responsible for transfering the flowers to an appropriate vase immediatelt after delivery.
What if the recipient is not home?
If the recipient is not at home then the flowers will be tried to deliver at the nearest neighbors and you as the recipient will get a bill in the bus with the address where the flowers are delivered. If the neighbors do not succeed either then the deliveryman takes the flowers back and then a new appointment can be made.
What are the delivery costs?
Flowers € 6,95
Same-day delivery  € 7,95
Flowers outside the netherlands € 9,95
Where do I see the delivery status?
Once the florist enters the delivery status, you will receive an email telling you if the delivery was successful or if there are any details.

Due to busy times, after all orders have been delivered, the florist may adjust the delivery status. This means that the time of the received mail does not always correspond to the time of delivery. It may be that your order has already been delivered earlier that day.
Do you deliver abroad?
Yes, we deliver in 48 countries. This is done through local florists in the specific country. Select the country where you want to have it delivered.
Which days do you deliver?
We deliver 6 days a week, Monday through Saturday. On Mother's Day we also deliver on Sunday!
Can I deliver to a hospital, hotel or campsite?
Yes, you can. However, it is important to provide as much information as possible, such as department, room number, (maiden) name, location, etc. Also, a mobile phone number of the recipient can sometimes be helpful to get the flowers to the right place.

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Change and cancel

Can I change my order?
In the order confirmation there is a button 'View or change order online'. This allows you to change certain parts of your order, this is possible until your order is processed. If you still want to change something after that, please contact us as soon as possible by phone or via the chat. Please contact us by phone or chat as soon as possible to cancel your order. Do this as soon as possible after ordering. If your order has already been processed by the florist or is on its way, canceling is unfortunately no longer possible.
Can I cancel my order?
Please contact us as soon as possible by phone or via chat to cancel your order. Do this as soon as possible after placing the order. If your order has already been processed by the florist or is already on its way, cancellation is unfortunately no longer possible.
How can I change my account?
It is currently not possible to make changes to your account yourself. Our customer service team is ready to assist you. Please send us an email with your current details and the desired changes. Unfortunately, we cannot make changes over the phone.

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Pay and vouchers

How can I pay?
iDeal: All Dutch banks
Creditcards: MasterCard | VISA | Amex 
Paypal 
Bancontact: Most popular payment method in Belgium for secure online payments
Afterpay: Pay afterwards
Op rekening: Business via an invoice
Giftcards: Topbloemen Giftcard | Bloemen Cadeau | VVV Giftcard |  YourGift card | Webshop giftcard.
 
How do I use my voucher or discount code?
In step 3 of the ordering process you will find the "add voucher" button. Enter your voucher code here. Your discount will be immediately calculated in your shopping basket.

If an order is not completed, your voucher code may be temporarily deactivated. After 25 minutes your voucher code will be automatically released and you can still use it in your order.

Do you have a BloemenCadeaubon or other gift card? If so, use it at the end of your order when paying. You can recognize a gift certificate/gift card by its long number of 13 to 19 digits.
How do I pay with a gift certificate or gift card?
A gift card is a payment method and can be recognized by the long number (13 to 19 digits) and a corresponding scratch or pin code. When completing the order, choose your type of gift card in the payment method.

We accept: BloemenCadeaubon, Topbloemen gift card, Bloemen Cadeau, VVV gift card, YourGiftcard, Webshop gift card
What if I don't have enough credit on my Gift Certificate or gift card?
If there is a shortage of balance on the gift card, you can pay the balance through another payment method. This can also be a second gift certificate or gift card. You will automatically be given the opportunity to do so. If you do not pay the balance, your order will automatically be cancelled and the balance will be refunded to your gift card within 2 hours.
What is the difference between a voucher and gift card?
A voucher code gives a discount on your order. You can use up to 1 voucher (discount coupon) per order. You fill it in during the ordering process. A gift certificate (gift card) is a payment method, you use it at the end of the order to pay.
Can I use multiple vouchers or gift certificates?
You can use a maximum of 1 voucher (discount coupon) per order. Gift cards are a payment method and you can use several of them during the payment process. If your card is not listed, please choose the generic card at the bottom of the overview..
Can I pay safely?
If you are going to checkout an order, this always takes place in a secure environment through our payment providers Adyen and Buckaroo. You can therefore safely checkout with an easy mind.
Do the prices include VAT?
Yes, all prices on the consumer site include VAT. For business customers with their own login/assortment, prices are displayed in or ex VAT depending on the agreements made. 
Can I pay afterwards?
Yes, as a private customer you can pay afterwards via Afterpay. You will receive a payment request (an invoice) by email after your order has been delivered. For businesses you can pay by invoice.

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Funeral flowers

How can I be sure that you deliver correctly and on time?
Funeral orders are handled with extra care and urgency at Topbloemen.nl, including on weekends. We work with many major national funeral organizations and deal with such requests daily. It is essential to provide the date and time of the farewell and the funeral during the ordering process. In step 2 of the ordering process, you will have the option to do so after selecting ‘Funeral home or crematorium.’ If the delivery address is a residential address, please indicate the required delivery time in the ‘Remarks’ field.

Our delivery depends on many external factors, so we cannot always guarantee on-time delivery. However, we always do everything in our power to ensure your order arrives at the right place at the right time. Your order is in good hands with us.
Where is the best place to have my order delivered?
It is customary to have the funeral flowers delivered to the address where the deceased is laid out. This can be a home address, a funeral home or crematorium. The funeral director ensures that the flowers are taken to ceremonies such as a condolence and funeral.
When is the best day and time to have it delivered?
While ordering, you choose a delivery date, but we also ask for information about date and time of the funeral (if known). This is to get a complete picture. The water supply in the floral foam for a funeral arrangement is limited. Therefore, we recommend that the flowers only be delivered up to three days before the ceremony. This way you can be sure that the flowers are still beautiful at the ceremony.
What is an appropriate text for the ribbon or card?
For funeral flowers, the message is addressed to the deceased. You can choose a personal message or a beautiful standard text. Here are a few examples:

In loving memory.
Rest in peace, you will remain forever in our hearts.
Forever in our thoughts.
Grateful for who you were.
Farewell, we will miss you.
Gone too soon, but forever with us.
Your love continues to surround us.
In silence, we say goodbye.
Thank you for everything you gave us.
Rest in peace, dear [name].

Don’t forget to include the sender’s name. During the ordering process, you can choose between a funeral ribbon or a card.
The funeral has already taken place, so what is common?
If the funeral has already taken place and you want to send a token of sympathy to the next of kin, it is not customary to send funeral flowers. A more suitable way to share your sympathies would be to choose one of our other beautiful bouquets that they will be able to put in vase at home.

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Business order

What are the benefits of a business account?
✔ Multiple orderers under one account
✔ Purchase on account (after approval of your application)
✔ Easy ordering, also for bulk shipments
✔ Set up invoicing as desired
How do I order for business?
Create a business account in just a few steps. Directly after that you can already order.
Can I order on credit?
When a business account is created you get the option to order on account.
I want to order a large number, how do I request a quote?
Request a quote here or contact our sales department at 088 - 110 80 88.
Do you link with purchasing systems?
Yes, we are linked with almost all known purchasing systems. Please contact our sales department for more information: 088 - 110 80 88.

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Service and warranty

How does your 7-day freshness guarantee work?
We give a 7-day freshness guarantee on flowers. This means that the flowers must stand at least 7 days. This freshness guarantee does not affect the legal guarantee. This means that we as a seller guarantee the quality of our products. Products must meet the reasonable expectations that you as a customer may have. Flowers are a natural product, so it may happen that the quality is unexpectedly disappointing. Please let us know within 7 days after delivery date. Preferably use the 'Ask a Question' button in your email confirmation and upload preferably also some photos. This way we can assess your complaint together with the florist and solve it with you.
How do I file a complaint?
Every day we process thousands of orders through our florists with the utmost care. Nevertheless, sometimes something goes wrong. Did something go wrong with your order? That's really unfortunate, we'd love to solve it with you! Please contact us via the button 'Ask a question' in the email confirmation so we immediately have all your information at hand. You will receive a substantive response within 24 hours (excluding Sundays and holidays) after receipt of the complaint. If you are not satisfied with the handling of your complaint, you can also submit it to the Geschillencommissie Thuiswinkel or to this Dispute Commission via the Europees ODR Platform.
Returns and right of withdrawal
On flowers and fruit baskets, the right of withdrawal is excluded because of the limited shelf life of these products. On all other items, the right of withdrawal applies. This means that you received your products without giving any reason to return. You must do this within 14 days of receipt of the goods to make known to our customer service. Then you have 14 days to return the products. You may also return your products without prior notice within 14 days of receipt as long as you include a notice of your desire to revoke. Please do this as much as possible in the original packaging to the sender indicated on the package. You will receive the amount paid by you including the standard delivery charges for the return shipment back to your account as soon as possible but no later than 14 days after your revocation. We will refund you with the same payment method as you used for the original transaction. No additional costs will be charged. We may wait to refund you until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is sooner. The cost of returning the goods is payable by you. If it appears that you have damaged the products a charge may be made.

Return address:
Topgeschenken Nederland B.V.
Noorderdreef 60
2153LL Nieuw-Vennep
The Netherlands

Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)

a. To: [Entrepreneur's name] [ Entrepreneur's geographic address] [ Entrepreneur's fax number, if available] [ Entrepreneur's e-mail address or electronic address].
b. I/We* hereby inform/share* you that I/We* have terminated our contract concerning the sale of the following products: [product designation]* the provision of the following digital content: [digital content designation]* the provision of the following service: [service designation]*, I/We* withdraw/revoke*
c. Ordered on*/received on* [date of order for services or date of receipt for products].
d. [Name of consumer(s)]
e. [Address consumer(s)]
f. [Signature consumer(s)]
(only when this form is submitted on paper) * Strike out what does not apply or fill in what applies."

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Privacy and general

How do you handle my personal data?
We store and use only the personal data that is provided directly by you, in the context of the service you have requested, or which it is clear at the time of submission that it will be provided to us for processing. Read all about your privacy in our Privacy Statement.
Are you affiliated with a seal of approval?
Yes, at  Thuiswinkel Waarborg. In addition, we are ISO 27001 (Information security) certified.
Can I review my data or have it deleted?
For questions regarding our privacy policy or questions regarding access to and changes in (or deletion of) your personal data, please contact us at any time using the details below. Please mail to privacy@topgeschenken.nl. See also our Privacy Statement.
What are your company details?
Topgeschenken Nederland BV
Noorderdreef 60
2153LL Nieuw-Vennep
Email: klantenservice@topbloemen.nl
KvK: 34108906
Btw: NL818503051B01
Are you a florist and want to collaborate?
If you are interested in delivering for Topbloemen.nl we will first ask you to fill in some information. Go to our partner page.
Work at Topbloemen.nl?
Our current job offerings can be found here: https://werkenbij.topgeschenken.nl/

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Our company information:
 

Topgeschenken Nederland BV
Noorderdreef 60
2153LL Nieuw-Vennep
The Netherlands
KvK: 34108906
VAT nr Nederland: NL818503051B01

 

You can reach us in the following ways:


Chat
 


Mon - Fri 8:30h - 20:00h
Sat 8:30h - 17:00h


Email
klantenservice@topbloemen.nl


24 hrs per day
7 days a week


Phone
 


Mon-  Sat 8:30h - 17:00h
     

 

 


Response time:
Within 2 minutes


Response time:
6 hours on average (during office hours)


Waiting time:
10 minutes on average