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FAQ

Frequently asked questions

Registration

Can I order products from your website?

We sell exclusively to green retailers. You can only register with us if you are in possession of a Chamber of Commerce extract. If you are a private individual and want to order our products, we can put you in contact with one of our resellers.


Do I have to register before placing an order?

To order products from our website you need to have an account. Your account enables you to look at our prices and stocks and gives you direct access to all your orders, history, invoices and outstanding items.


How do I apply for an account?

You can apply for an account by completing the registration form. You can do this via the login window at the top of the page. As soon as we have accepted your registration, you will receive a confirmation e-mail containing your login details.


When will I receive my login details?

We strive to process registrations received before 1 pm the same working day. Registrations received after 1 pm will be processed the next working day.


I have forgotten my password. What should I do?

You should request a new password. You can do this via the login window at the top of the page. Fill in the e-mail address that is associated with your personal account. Within a few seconds you will receive an automatic e-mail containing your log-in details.


How can I unsubscribe from the newsletter?

You can adapt your e-mail preferences via “my account” or by using the hyperlink at the bottom of our mailings.

Your account

How can I edit my details?

Log in to your account to edit and manage your details.


How can I add contact persons in my organisation?

You can add a contact person through your account. Log in and open your account. Scroll down to the heading 'Extra contacts'. Here you will find a button '+ add contacts'. Click on this button to add extra contacts. After registration, extra contacts receive an email to create login details. You may only add contacts if you are an Administrator.


Can I change authorisations/roles of contact persons?

You can change the roles of contact persons in your account. Click on 'change' by the name of the contact person. A dropdown window will then open. In the field 'Role contact person', you can change the role to administrator or salesperson.


What are the differences between the roles I can allocate to contact persons?

A salesperson can view prices and other product information and add products to the wish list, but not place orders. The salesperson can also manage his/her own details in 'My account'. An administrator may use all the functionalities of the website.


Where can I change my email preferences?

Log in to your account and click on your account to open it. On this page under 'Email preferences', you can indicate what emails you wish to receive.


Where can I find my order history?

You can view your order history in your account. In your order history, you can only see the orders you placed through the new website. Orders that are not placed via the new website are not (yet) displayed.


Where can I find the order I placed on the old website?

The new website does not display the order history for orders that were placed through the old website. If you have any questions about your order history, please contact your account manager.


Where can I find my outstanding invoices?

Outstanding invoicces are not currently visible in your account. These will be added later so that you can view them in your 'My account' environment. If you have any questions about your outstanding invoices, please contact your account manager.

Website

Where can I find offers?

Offers are listed on the product overview pages. Select the view 'offer' at the top right of the overview page. The selection 'name' is given here as standard.


Can I also sort by price?

You can sort products by price by changing the view to 'price'. Select the view 'price' at the top right of the overview page. The selection 'name' is given here as standard.


How can I look for a specific article?

Use the search function at the top of the website to search for a specific product. To do this, you can use (part of) the product name or product code.


Can I save products in a list?

You can save products in your wish list. Do this by clicking on the heart icon in the image of a product. These hearts are visible on the overview page for each product. You will find all the products whose hearts have been ticked in your wish list. These are at the top right of the page next to the search bar.


How can I show my customer recommended prices?

Once you have logged in and have clicked on 'Account' at the top of the website, a pop-up window appears. At the bottom of this window, you can choose to display the recommended prices.


Where can I find new products?

New products can be found on the product overview pages. Select the view 'new' at the top right of the overview page. The selection 'name' is given here as standard.


How can I search by stock?

You can search by stock on the product overview pages. Select the view 'stock' at the top right of the overview page. By selecting the list view, you can immediately see in the overview how many products are in stock.


Has the outlet disappeared? Or has it been put under the heading offers?

Outlet products can be found under the filter 'offers'.


Where can I find documentation?

General documentation is available under the group 'Other'. You can find brochures of specific products with the product's background information. Click on the + sign at Background & practical information about this product. You can download the brochure by clicking on the "View the brochure here" link.

Prices and products

Are the prices shown inclusive of VAT?

The prices do not include VAT, import duties, other taxes, costs of loading and unloading, packaging, transport, etc.


Are all the products displayed on the website?

You will find all the products that are in stock or products that we can order for you on the website. If you are searching for a specific product that you cannot find on the website, please contact us so that we can help you.

Placing an order

How do I place an order?

Add the product of your choice to your shopping cart and then click on “continue shopping” to return to the products or “view shopping cart” to finalise the order. We will contact you to confirm the order.


What payment options are there?

A) payment in cash or by debit card at our wholesale centre

B) by bank transfer to our account within 30 days after invoice date

C) direct debit

* When you order for the first time, payment will be required to be made in advance.


Do you deliver abroad?

We deliver overseas to more than 40 countries. Optimal cooperation with various logistics partners enables us to provide fast and effective logistics solutions throughout Europe and beyond.


How long will it take before I receive the order?

That depends on the delivery address and the products that you order. If the products are in stock and your order is placed on working days before 12.00 pm, we will try to ship the order the following day or on the next available shipping day.


Can I follow the status of the order?

You can follow the order and delivery status on “my account”.


How will the order be sent?

Packaging takes place in the flower and plant trade’s usual manner and is determined by the seller as a good merchant. Containers, trolleys, etc. that remain the property of the seller must be returned immediately.


Can I collect the order?

You can collect the order yourself or arrange for it to be collected through your carrier.


Can I place an order if a product is currently out of stock?

Products that are not in stock can be ordered. You should take a longer delivery time into account for out-of-stock products. For out-of-stock products, we advise you to contact your account manager.


I would like to have products assembled. How does that work?

If you want to have products assembled, you can indicate this when finalising the order. Add in the notes that you wish to have the products assembled. When processing the order, your account manager will contact you about your exact wishes and possibilities.


Can I repeat a previous order?

At the moment, orders cannot be repeated. We are currently working hard to add these options to the website.


Can my order be delivered to another address?

Orders are delivered at the address you provided in your 'My account' environment under 'business data'. It is not currently possible to give a different delivery address. We are currently working hard to add these options to the website.


Can I decide my own shipping date?

When finalising your order, you can give your preference for a shipping date at 'Shipping date'. This date is always provisional and is subject to stock, delivery times and transport planning. Please note! This is not a delivery date.

Returns

I have received the wrong product or a damaged product. What should I do?

A complaint or damaged product must be reported to us within 24 hours of receipt and confirmed in writing. We will be happy to help you find a suitable solution.


The complaint must include:

A) an accurate description of the fault

B) evidence to support the complaint, such as photos

C) any other facts from which it can be concluded that the products delivered and the rejected products are identical, such as an order confirmation


What guarantee do I have on the products?

We apply the VGB (Association of Wholesalers of Horticultural Products) terms of delivery. Images on this website are only an indication of the product and cannot be guaranteed.