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FAQs

  1. Orders
  2. Payment
  3. Delivery
  4. Customer service


1) Orders


1.1 How do I order?

  • Go to the catalogue.
  • Find the products you want.
  • Choose your desired box size (½, ¼ or ⅛ box), the stem length and farm.
  • Put them in your shopping cart. Now go to your cart and enter your shipping and billing information.
  • Choose the payment method.
  • You can now review your order before buying.
  • Click on the “Buy” button.
  • You will receive a order confirmation e-mail, your invoice will be attached within this email.


2) Payment


2.1 How do I pay?

We accept the following payment methods: Credit Card, SEPA direct debit or Paypal. Fresh-o Fair works together with Stripe for payments via credit card and SEPA direct debit. Stripe is an online payment service. The company's services are offered in 25 countries. Stripe uses a self-learning fraud prevention system. Via Stripe, Fresh-o-Fair receives a one-time payment from the customer, both via credit cards and SEPA direct debit.

2.2 My payment was declined. What should I do?

Please contact your card provider to resolve this issue.


3) Delivery

3.1.1 Where in Europe can you deliver?

Lands and Airports

We can deliver to any address in Germany. Also we can deliver to any mainland UK, Spain, Italy, Austria, Belgium, Denmark, Greece, Luxembourg, The Netherlands and Sweden address. If you require a non-mainland delivery please contact us at info@fresh-o-fair.com and we will do all we can to open up our logistics network to you.

At this time it is not possible to send flowers to islands such as the North Frisian Islands, Balearic Islands or Canary Islands.

3.1.2 Are deliveries to other EU countries possible?

We can arrange deliveries for other EU countries upon request. Please contact us to info@fresh-o-fair.com if you would us to arrange you a florist or wholesaler account for this.

3.1.3 Where in the United States can you deliver?

We can deliver to any mainland US address. If you require a non-mainland delivery please contact us at info@fresh-o-fair.com and we will do all we can to open up our logistics network to you.

At this time it is not possible to send flowers to Alaska and islands such as Hawaii, Mariana Islands, Virgin Islands, etc..

3.2 When will my delivery arrive?

EUROPE:
Right now, flowers fly once a week. Your order will be freshly packed on Friday, delivered on Tuesday. If you order on Saturday, it will take 10 days. However, if you order on Thursday, it only takes 4 days.
Delivery-Schedule

3.3 What time can I expect my delivery?

DHL will be with you between 6:00 am and 12:00 am.

3.4 What happens if nobody is there to accept the delivery?

The DHL courier will contact you by phone before delivery, and if you are not in at this time, another person can accept the order. If there is nobody to take the order, the shipment will unfortunately be returned with the courier to the DHL building, where you would have to collect it later with your invoice as proof of purchase.

3.5 Can I have my delivery on the weekend?

At present we do not offer this service.

3.6 Go to: Payment and Delivery Details


4) Customer service


4.1 I cannot log in, what should I do?

Click on: “I forgot my password”, then enter your e-mail address. We will send you an e-mail with a link to reset your password.

4.2 I would like to remove / change / replace a product from my purchase, how do I do this?

To make a change to your purchase, you must contact us within 24 hours of your order being placed atinfo@fresh-o-fair.com, the order will be canceled and you will receive a full refund. You can then reorder your purchase.

4.3 I put the wrong address on my order, what can I do?

Please contact us within 24 hours of your order's arrival to info@fresh-o-fair.com with the correct delivery address.

4.4 My bill has an error, what should I do?

Your invoice will be automatically generated with the information you provided at the time of purchase. If an error occurs, please contact us at info@fresh-o-fair.com with details of the error.

4.5 Can I cancel my order?

Yes, you can cancel your order within 24 hours of it being placed by contacting us at info@fresh-o-fair.com. *Restrictions apply. 

4.6 How are the products delivered?

With DHL.

4.7 What happens if I receive the wrong products?

This should not happen, but if you have received anything other than the products you have ordered, please send us a photo and a brief description at info@fresh-o-fair.comwithin 24 hours of receiving the order. You will then receive a full refund or delivery of the correct products.

4.8 I have a complaint, what should I do?

Please contact us within 24 hours of your order being placed at info@fresh-o-fair.com. Please take a photo of the products and send an email to info@fresh-o-fair.com describing the reason for your complaint. If your products have a code on the packaging, send us the number that is marked as in the following image.

FAQ-complaint

4.9 Is my data protected?

Yes, we take this very seriously and do all we can to protect your data. If you want more information about privacy, please click on the following link: DSGVO

4.10 I am a wholesaler, do I get a discount?

Yes, please contact us to info@fresh-o-fair.comif you would like us to register you as one of our wholesaler clients.

4.11 I am a florist, do I get a discount?

Yes, please contact us to info@fresh-o-fair.comif you would like us to register you as one of our florist clients.

4.12 What are the advantages of an airport pick up?

If you pick up your flowers at the airport directly after they go through customs, you will pay for the value of the flower only and save on delivery costs.

4.13 What is a standing order?

Standing orders are regular weekly orders in agreement with the farm or farms of your choice for the whole season with a fix price. Get in contact with us if you are interested on an standing order and we will help you to set up one.

4.14 How can I contact customer service?

Do you have a question or suggestion? We would love to hear from you! Please write to us at: info@fresh-o-fair.comand we will get back to you as soon as possible.