Customer service

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

The 5 most frequently asked questions:

What time will my order be delivered?

Gifts and fruit baskets: For packages (gifts and fruit baskets), you will receive a track and trace code with which you can track your order.
Mailbox shipments: Delivery by PostNL through the mailbox, unfortunately we have no visibility on delivery times.
Flowers: 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, it can happen that your order is delivered after 18:00. On business addresses will be delivered during office hours. If the recipient is not home we will deliver to neighbors or the florist will leave a bill.
Unfortunately we have no insight into delivery times. The florist plans the route in order to minimize the number of kilometers to be driven. This allows us no specific delivery time given that we have no insight into the route of the deliverer and the number of addresses in the route.
Funeral flowers: Funeral orders are handled with extra care and urgency, including weekends. Funeral flowers are guaranteed to be delivered on time according to your order.
Cake & pastry: We strive to deliver before 13:00. You can indicate a preferred delivery time under 'remarks'. We try to take this into account as much as possible but cannot give any guarantees.

Can I still order before delivery today?

Flowers can be delivered (except for mailbox flowers) the same day if you place the order before 14:00. For most other products, if you place your order from Monday to Thursday before 8:00 p.m., it can be delivered the next day.
Order on Friday before 5 p.m. for delivery on Saturday. And order on Saturday before 17.00 hours for delivery on Monday. Of course you can choose a later delivery date. The website automatically indicates the first possible delivery date.

How can I pay for my order?

iDEAL: all Dutch banks
Credit card: MasterCard, VISA and Amex Paypal
Afterpay: on account
On account (after approval of your request): business through an invoice
Gift vouchers/gift cards: YourGift gift card, Topgeschenken.nl gift card

How do I use my voucher or discount code?

In step 3 of the ordering process you will find the button "add voucher". Here you can fill in the code and it will be directly deducted from your shopping basket.

How do I place an order?

We explain that on this page

 

 

Choose the category regarding you question:

Orders

Can I still order for delivery today?

Flowers can be delivered (except for mailbox flowers) the same day if you place the order before 14:00. For most other products, if you place your order from Monday to Thursday before 8:00 p.m., it can be delivered the next day.
Order on Friday before 5 p.m. for delivery on Saturday. And order on Saturday before 17.00 hours for delivery on Monday. Of course you can choose a later delivery date. The website automatically indicates the first possible delivery date.

How do I place an order?

We explain that on this page

Can I order over the phone?

Because you also make an online payment during your order, it is not possible to give us the order by phone.

Will I remain anonymous?

Yes. The recipient will only see the text that you put on the card. Not your name and address details. Your personal information will never be given to third parties, not even to the recipient.

Do I get a confirmation?

Yes. Once you have sent your order, you will immediately receive an automatic email confirmation from us. Here you can check your order.

Can I specify a delivery time?

Gift and fruit baskets: No that is not possible, delivery is via Packs or other courier service.
Mailbox shipments: No, delivery through the mailbox performed by PostNL. Specifying a delivery time is not possible.
Flowers: You can indicate a preferred delivery time at 'remark'. We try to take this into account as much as possible but cannot guarantee that it will work. If you have questions about a preferred delivery time, please contact our customer service after ordering.
Funeral flowers: For funeral flowers you do not need to contact us, we give the standard time delivery guarantee.
Cake & pastry: We strive to deliver before 13 hours. You can indicate a preferred delivery time at 'remark'. We try to take this into account as much as possible but cannot give any guarantees.

How can I place multiple orders at once?

It's possible to place multiple orders at one.

1. First, select the product you want to order, fill in the address and choose the delivery date. Once you have selected the delivery date, a gray button Order more at this address appears.
2. Now, you return to the product page. Choose the second product and fill in the address details and the delivery date again.
3. Do you want another product, click the gray button again. Are you finished? You can click on the red button Next step and pay the order.

When products can be delivery on the same way (both in a package or by mail), the will be placed in one order. In case the products have another type of delivery, they will be split in two orders and the delivery costs will be factured twice.

How do I adjust the amount?

The amount of a product can be adjusted in the shopping card. Via the button Amount you can adjust the quantity by clicking the - (minus) or the + (plus) button. Pay attention: in some cases the amount of a product can not be lowered because there is a minimum amount that should be purchased.

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Delivery

What time will my order be delivered?

Gifts and fruit baskets: For packages (gifts and fruit baskets), you will receive a track and trace code with which you can track your order.
Mailbox shipments: Delivery by PostNL through the mailbox, unfortunately we have no visibility on delivery times.
Flowers: 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, it can happen that your order is delivered after 18:00. On business addresses will be delivered during office hours. If the recipient is not home we will deliver to neighbors or the florist will leave a bill.
Unfortunately we have no insight into delivery times. The florist plans the route in order to minimize the number of kilometers to be driven. This allows us no specific delivery time given that we have no insight into the route of the deliverer and the number of addresses in the route.
Funeral flowers: Funeral orders are handled with extra care and urgency, including weekends. Funeral flowers are guaranteed to be delivered on time according to your order.
Cake & pastry: We strive to deliver before 13:00. You can indicate a preferred delivery time under 'remarks'. We try to take this into account as much as possible but cannot give any guarantees.

What if the recipient is not at home?

If the recipient is not at home when the order is delivered, there are a number of options the courier can take: The courier takes the package back and will make a new delivery attempt on the next delivery day. The courier will drop the parcel off at one of the adjacent neighbors. The courier will drop the parcel off at the nearest pickup point. Here the parcel can be picked up by the recipient the next working day.

What are the delivery charges?

 

The Netherlands,, mailbox post	€2,95
The Netherlands, parcels and packages	€5,95
Belgium, Germany, Luxemburg	€9,95
Denmark, Finland, France, Italy, Austria, Poland, Portugal, Serbia, Spain, Slovenia, Slovakia, Czech Republic, Sweden	€19,95
Bulgaria, Estonia, Greece, Hungary, Ireland, Croatia, Latvia, Lithuania	€34,95

Toptaarten.nl: We only work with Dutch local bakers therefore delivery abroad is not possible.

Where can I see the delivery status?

Depending on the product, you can follow your order via a track & trace link or you will be informed of the status by email.

Mailbox shipments, flowers, cakes and pastries have no track and trace and therefore can not be followed online. If you still have questions, please contact us.

Do you deliver abroad?

Belgium, Germany, Luxemburg	€9,95
Denmark, Finland, France, Italy, Austria, Poland, Portugal, Serbia, Spain, Slovenia, Slovakia, Czech Republic, Sweden	€19,95
Bulgaria, Estonia, Greece, Hungary, Ireland, Croatia, Latvia, Lithuania	€34,95

What days do you deliver?

We deliver 6 days a week, from Monday to Saturday.

Can I deliver to a hospital, hotel or campsite?

Yes, you can. It is important to give as much information as possible such as department, room number, (maiden)name, place of residence etc. Also a mobile phone number of the recipient can sometimes be useful to get the order to the right place.

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Changing & canceling

Can I still change my order?

Changing your order is no problem, provided your order has not yet been processed. Please contact the customer service as soon as possible.

Can I cancel my order?

Canceling your order is no problem, provided that your order has not yet been processed. Please contact the customer service as soon as possible.

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Payment and vouchers

How can I pay for my order?

iDEAL: all Dutch banks
Credit card: MasterCard, VISA and Amex Paypal
Afterpay: on account
On account (after approval of your request): business through an invoice
Gift vouchers/gift cards: YourGift gift card, Topgeschenken.nl gift card

How do I use my voucher or discount code?

In step 3 of the ordering process you will find the button "add voucher". Here you can fill in the code and it will be directly calculated in your shopping cart.

How do I pay with a gift certificate or gift card?

A gift certificate (gift card) is a payment method and you can recognize it 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 under the payment method. We accept VVV giftcards, YourGiftcard and Webshop giftcards.

What if I do not have enough balance on my Gift Certificate or Gift Card?

If there is a shortage of funds on the gift card, you can pay the balance through another payment method. You will automatically be given the option 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 a gift card?

A voucher code gives you a discount on your order. You already fill it in during the ordering process. A gift card is a payment method, you use it at the end of your order to pay.

Can I use multiple vouchers or gift cards?

You can use a maximum of 1 voucher (gift card) per order. Gift cards are a payment method and you can use several of them during the payment process.

Can I pay safely?

If you are going to checkout an order, this always takes place in a secure environment through our payment provider. You can therefore safely checkout.

Can I pay afterwards?

Yes, you can both as an individual (via Afterpay) and as a business (on account, after approval of your application) pay afterwards. You will receive a payment request (an invoice) by email after your order is delivered.

What about VAT with a flower delivery to Belgium?

If you have placed an order for delivery in Belgium, it is possible that there is 6% Belgian VAT on your (collective) invoice. Topgeschenken Nederland B.V. is VAT liable in Belgium. A bunch of flowers ordered for delivery in Belgium will be produced in Belgium and delivered by our Topbloemen.be partner. The product does not cross the border. Our Belgian VAT number is BE0841922485. If you, as a Dutch entrepreneur, are not entitled to deduct input VAT in Belgium, you cannot deduct this amount as Dutch VAT either. In that case the VAT amount will also have to be booked as costs. Read more about VAT.

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Business

What are the benefits of a business account?

✔Super fast in just a few clicks
✔Place an order
✔Multiple users
✔One collective invoice for all your orders;
✔No minimum order quantities!

How do I order for business?

Create a business account in just a few steps.

Can I order on account?

When a business account is created you will be able to order on account after approval of your application.

I want to order a large quantity, how do I request a quote?

Please use our quotation form on this page.

Information about VAT

At the top of the page you can choose whether you want to see the prices inclusive or exclusive of VAT. There are several different VAT rates and Topgeschenken Nederland BV is also VAT registered in Belgium.
VAT nr Netherlands: NL818503051B01
VAT nr Belgium: BE0841922485
More information about the legal VAT regulations on our products and services can be found here.

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Service and warranty

How do I file a complaint?

We process thousands of orders every day with the utmost care. Nevertheless, sometimes something goes wrong. Did something go wrong with your order? That's really annoying, we'd love to solve it with you! Please contact us preferably via email.

My order of gift voucher(s) has not (yet) arrived, what can I do?

Of course it can happen that your gift certificate arrives 1 or 2 days later. Or that you doubt that it has arrived at the recipient. Don't worry, you can have your gift card blocked up to 6 days after the original delivery date. Send your order confirmation to [email protected] with the request to block the gift cards or call our customer service at 088 -110 8050. We will work with you to find a solution. If you do not let us block the giftcards, they will be activated automatically on day 7. Once activated gift cards cannot be claimed.

Returns and right of withdrawal

On all of our articles on topgeschenken.nl the right of withdrawal is applicable. This means that you can return your received products without giving any reason. 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 pay you back with the same means of payment as you used for the original transaction. Unless you have expressly agreed otherwise; in any event, no fees will be charged for such a refund. We may wait to refund you until we have received the goods back or you have provided evidence of having returned the goods, whichever is sooner. The cost of returning the goods is at your own expense. If it appears that you have damaged the products a charge may be made. Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)
a. To: [ Entrepreneur's name] [ Entrepreneur's geographical address] [ Entrepreneur's fax number, if available] [ Entrepreneur's e-mail address or electronic address]
b. I/We* hereby inform* you that I/We* withdraw from 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 questions

How do you handle my data?

We only store and use 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 quality mark?

We are ISO 27001 (Information security) certified.

Can I see my data or have it removed?

For questions about our privacy policy or questions about access to and changes in (or deletion of) your personal data you can contact us at any time using the information below. Please mail to [email protected]. Please also see our Privacy Statement.

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FAQ Greeting cards

How can I make my own cards?

Making your own card is easy and quick. Choose a card from our collection and click on 'create design'. Write your message in the card, upload a photo if you like and add an emoji to make your message even clearer. Before saving the design and moving on, check that everything is correct.

Can I plan a card for the future?

Yes, your self-made card will be delivered by PostNL. You can choose a date that suits you best.

When will my cards be delivered?

Greeting cards ordered before 17:00 are usually delivered the next day by PostNL. They deliver from Tuesday to Saturday. However, PostNL cannot guarantee this. It is therefore possible that there is a delay in delivery of 1 to 2 working days.

Can I still change a created card?

You can still change your greetings card until it is ordered. After ordering, your design is immediately transferred to production. This means that no changes can be made after placing your order.

What are the delivery costs?

The delivery charge for your greetings card depends on the size of the card you have chosen. The delivery costs are calculated in the last step of the ordering process.

Can I send a greeting card with another gift?

After you have designed a greetings card, you will see several selected products that you can add as an extra gift. Make your greeting card extra special with, for example, a delicious chocolate bar, a beautiful helium balloon or one of the other selected options.

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Our contact info

Topgeschenken Nederland BV
Noorderdreef 60
2153LL Nieuw-Vennep
CoC: 34108906
VAT nr Nederland: NL818503051B01

You can reach us in the following ways: