Customer service – Frequently Asked Questions (FAQ)
1. Order and delivery
Are there shipping costs?
Yes, shipping costs apply and vary by destination country. Please refer to the checkout process on bommelfloris.com for the specific shipping costs applicable to your order and location.
Is there a maximum amount of items per order?
Yes, there is a maximum number of items you can include in a single online order. For inquiries about larger orders or bulk purchases, please contact our customer service team.
Can I change my delivery time slot?
On the day you receive the Track & Trace notification, you may have a limited window to alter the delivery time slot or address directly with the carrier. Please check the instructions in your shipping confirmation email for details. Changes may not be possible close to the delivery date.
Are there any coupon codes available?
Information about any active promotions or coupon codes is always available on our official website, bommelfloris.com.
How do I place an order?
You can place an order by browsing our collection, adding items to your cart, and proceeding through the secure checkout on bommelfloris.com. You will be guided to enter your details and choose a payment method.
Can I cancel an order?
An order can only be canceled if it has not yet entered the shipping process. To check if cancellation is possible, please contact our customer service immediately. Once an order has been shipped, it can no longer be canceled, but you can return it after receipt in accordance with our return policy.
I haven’t received an order confirmation. What should I do?
Order confirmations are usually sent via email within minutes. Please check your spam or promotions folder. If you still cannot find it, the issue might be an incorrectly entered email address. You can contact our customer service to verify your order status.
2. Returns and exchange
What are the costs associated with returning items?
Returning items is generally at the customer’s own cost. Please review our full Return Policy on bommelfloris.com for detailed information.
Can I get a price adjustment if an item goes on sale after I buy it?
We do not offer price matching or adjustments after a purchase has been completed. Sale prices are only valid during specific promotional periods.
How can I return an item?
Items can be returned within 14 days of receipt, provided they are in new, unworn condition with all original tags and packaging. Please initiate the return process through your account on our website or contact customer service for instructions.
Can I return an online order at a physical store?
Online purchases cannot be processed for returns or refunds at physical retail stores. All returns for online orders must be handled through our online customer service. Please check our website for the official return procedure.
Can I exchange an item through the online shop?
Direct exchanges are not available through the online shop. To change an item, we recommend returning the original item for a refund and placing a new order for the desired product.
How long does it take to get a refund?
We aim to process refunds as quickly as possible. Once we receive and inspect the returned items at our warehouse, your refund will be issued to the original payment method. This process is typically completed within 14 days.
3. Payment
Which payment methods do you offer?
We offer various secure payment methods on our international webshop, bommelfloris.com. There is no extra charge for any payment option. You can view all available methods during the checkout process.
How do I pay with a gift card?
You can apply your gift card code during checkout. In your shopping cart, enter the code in the designated field marked “Giftcard / coupon code” and click ‘Apply’. The balance will be deducted from your order total before you proceed to finalize payment.
4. Guarantees and complaints
How do I issue a complaint about an item bought online?
For warranty claims or complaints about items purchased on bommelfloris.com, please contact our customer service via email. To help us evaluate your case, please provide a clear description of the issue, relevant photos, and your proof of purchase.
How do I issue a complaint about an item bought in a physical store?
For items purchased from a physical store, please contact that store directly with your proof of purchase. If you are unable to visit, you may contact our general customer service for guidance.
How do I issue a complaint about an item bought through a dealer?
Items purchased from an authorized dealer must be handled by that dealer directly. Please contact them with your proof of purchase to initiate their complaint or warranty process.
Where can I file a complaint about your customer service?
If you have feedback regarding our service, please reach out to us directly via phone or email so we can address your concerns. Contact details are available on bommelfloris.com.
How can I identify the official Floris van Bommel webshop?
The only official online store is accessed through our official domain, bommelfloris.com. Be cautious of fraudulent websites that may use similar names. If in doubt, you can verify a website’s authenticity through trusted online tools or by contacting us directly.