FAQ

FAQ 2017-12-13T10:48:01+00:00
I am a member of the press and would like to contact you. What ist the best way? 2017-11-28T14:56:02+00:00

At Press you will find the contact information you require.

What are the terms and conditions? 2017-11-28T14:44:34+00:00

Here you will find our terms and conditions.

Where can I find the fleur ami catalogue? 2017-11-28T14:51:17+00:00

If you click on the link below you can watch or download our current catalogue:

fleur ami catalogue >

How can I contact the fleur ami customer service? 2017-08-08T17:34:20+00:00

Our customer service is available Monday to Friday from 8.00 am to 6.00 pm and on Saturday from 10.00 am to 4.00 pm.

Phone: +49 (0)2151 – 93521-0
Fax: +49 (0)2151 – 93521-10

email: info@fleur-ami.com

What are the opening hours? 2017-08-08T17:34:01+00:00

Our opening hours are Monday to Friday between 8.00 am and 6.00 pm and on Saturday from 10.00 to 4.00 pm.

Our address: Höhenhöfe 6, 47918 Tönisvorst, Germany

Please klick here for detailled route descriptions!

I would like to use pictures of fleur ami products. Who is my contact person? 2017-08-08T17:38:15+00:00

If you would like to use pictures of our products or pictures of our onlineshop, please contact our marketing team for approval.

Please call +49 (0)2151 – 93521-400 or send an email to marketing@fleur-ami.com!

I have seen a special product, but can not find it in your shop. What can I do? 2017-11-28T15:24:37+00:00

Our customer service would like to help you finding the desired product. Please contact us under the telephone number +49 (0)2151 – 93521-0!

If you need customized products or if you are planning projects for hotels, restaurants, offices, you will find further information under Project business.

Is it possible to see fleur ami products “live”? 2017-11-28T15:30:03+00:00

Please visit our new showroom near Düsseldorf. Here you will find detailed information about it.

What special characteristics define handmade products? 2017-11-28T15:32:49+00:00

Many of our products are made by hand and have therefore unique characteristics and value. Naturally hand made goods cannot reach the standards of perfection when compared to machine made goods. These variations make each item unique, you might say pleasantly imperfect, and perhaps a little bit special.

Outdoor use
Many of our products are suitable for outdoor use. Please note the description and symbols shown for each product.

Samples
We will gladly provide a sample of our products for show, for your project. Please contact our sales team for information regarding our sample program and assistance, by telephone +49 (0)2154-8913-0 or by email at info@fleur-ami.com.

What does “curb-side” delivery mean? 2017-11-28T15:37:23+00:00

The delivery of your order is on a curb-side basis. “Curb-side” means that goods will be delivered to an area of level ground at the front of your property. Please ensure that you are present to receive the delivery.
Please note: fleur ami is not liable for damages caused by voluntary assistance offered by the driver to help bring the goods, for example inside a house or apartment. Any damage that occurs must then be claimed directly with the freight forwarder.

Within what timeframe do claims need to be made? 2017-11-28T15:39:04+00:00

Visible and concealed damage or defects must be claimed within 3 days of receipt of the goods. Otherwise transport damage claims may be refused, please contact our sales team for assistance.

I received the incorrect item, what should I do? 2017-11-28T15:46:57+00:00

Please contact our sales team by telephone at +49 (0)2154-8913-0 or by info@fleur-ami.com as soon as possible.

Address for returns:
fleur ami GmbH
Retourencenter
Höhenhöfe 6
47918 Tönisvorst
Germany

I received damaged goods, what should I do? 2017-11-28T15:48:35+00:00

Please contact our sales team by telephone at +49 (0)2154-8913-0 or by info@fleur-ami.com as soon as possible.

Address for returns:
fleur ami GmbH
Retourencenter
Höhenhöfe 6
47918 Tönisvorst
Germany

What happens when I am not present to receive the order when it is delivered? 2017-11-28T16:18:43+00:00

Depending on with whom your order is shipped, there are different procedures. If your order is being delivered by DHL (courier), the DHL driver will when possible attempt to deliver the parcel to a neighbour and leave a note for you telling you which neighbour has the parcel. If the DHL driver is not able to deliver to a neighbour, a note will be left for you informing you at which post office the parcel can be picked up the next day. If the parcel is then not picked up from the post office after several days, it will be returned to us.

At www.mein-paket.de, a DHL website, you have the ability to modify your personal delivery preferences.

If your order is being shipped by freight forwarder and you are not present when the delivery takes place, the forwarder will bring the goods back to their distribution centre. They will then contact you by telephone to arrange a delivery time. Please note there is an additional cost to you for this second delivery deliver attempt. The cost is based on the local rates of the forwarder. Note that goods that are already out for delivery cannot be cancelled.

In order to prevent additional costs and minimise delays during in delivering your order, the opportunity to provide additional delivery instructions is available during the ordering process. For example you may request that the freight forwarder confirm the delivery day in advance by telephone. Further information is available here

Express
Our freight forwarder deliver Monday to Friday during regular business hours, 08:00 – 18:00, Subject to an additional charge, express delivery or more specific delivery times can be arranged as well as prior telephone contact can be requested, please contact us for more information.
What happens when I refuse the delivery?
Please note that the additional costs incurred by refusing a shipment will be invoiced to you.

Return of Pallets
To ensure a damage free delivery of your order we ship on EURO-pallets. Euro Pallets are pool pallets and the freight forwarder is required to return them to us.

Therefore we kindly ask that the goods be unpacked upon delivery, so that the driver may take the EURO-pallet with him or have a EURO-pallet ready for exchange.

Can I pick up my order? 2017-11-28T16:21:05+00:00

Certainly, you are welcome to pick up your order. Please select this option during the ordering process and fill out the required fields about the details of your pick up.

How do I find out when my order will be delivered? 2017-11-28T16:22:12+00:00

The delivery time of each order is different and is based on the usual transit time of the courier or freight forwarder and the destination.

Can I check the current status of my order in my customer account? 2017-11-28T16:23:41+00:00

Yes, you have the ability to check the current status of your order in your customer account. Please login to to do here.

Does fleur ami export? 2017-11-28T16:24:33+00:00

Yes, fleur ami delivers worldwide.

What should I do when my delivery does not arrive? 2017-11-28T16:26:05+00:00

The option to track the order is available to you at any time. More information is available here. Of course you are welcome to contact our sales team by telephone at +49 (0)2154-8913-0 or by email at info@fleur-ami.com for assistance.

Are partial deliveries available? 2017-11-28T16:28:44+00:00

Yes, we offer partial deliveries. Further information regarding partial deliveries is available here.

What I the cost of shipping? Free delivery? 2017-11-28T16:30:21+00:00

Information regarding delivery costs can be found here.

Can I have my order shipped to a different address? 2017-11-28T16:31:48+00:00

Yes, you may have your order shipped to a different address. During the ordering process you have the opportunity to enter an alternate delivery address. In case you need to change the delivery address once you have placed the order, please contact our sales team as soon as possible by telephone at +49 (0)2154-8913-0.

How can I order from fleur ami? 2017-11-28T16:34:58+00:00

To place an order with fleur ami, you may do so by:

• ordering directly in our online shop
• by telephone: +49 (0) 2151-93521-0
• personally at our showroom or offices
• at a trade fair
• by email at info@fleur-ami.com

We are available by telephone Monday to Friday from 08.00 to 18.00 and on saturday from 10.00 to 16.00.
To place an order on fleur-ami.com is very simple: Place the desired item in the shopping cart and then follow the prompts to checkout.If you have a fleur ami account, you may login with your email address.In case you do not yet have an account, you may order as a guest.

Will my data be transmitted safely? 2017-11-28T16:37:38+00:00

To protect your data, the entire ordering process is encrypted with an SSL certificate.
Detailed information is available here.

What benefits are there to registering? 2017-11-28T16:39:19+00:00

By registering with the fleur ami online shop you will experience countless benefits:

  • Order status: You may check the current status of our order within your account at any time.
  • Wish-list: With wish-list, you may save items which are of interest for viewing later. When you login again, you can review your wish-list and quickly find all of the products that were of interest and you can use the list to quickly and comfortably place an order.
  • Order History: Within your account you can view your past orders. This offers you the opportunity to review the products you have purchased in the past.
  • Contact Information: Within your account you can update your contact information directly, such as your email address or revise your delivery address.
  • Conditions: If you are already a fleur ami customer, during the registration process the information you enter will be cross referenced with our database, that means the registration is completed, when you login your pricing and conditions will be displayed.
  • News & Information: Registered customers will regularly receive updates regarding new products, promotions, and sales directly in the online shop.
How and when will I receive my invoice? 2017-11-28T16:40:27+00:00

You will receive the invoice for your order by email, at the provided email address, once your order has been shipped.

How long are the lead times? 2017-11-28T16:41:46+00:00

We make every effort to keep the maximum amount of product available, ready for delivery. Our products are manufactured by manufacturing partners around the world and therefore the lead times of different items vary widely depending on the location of the factory. In case the item you require is currently not available, our online shop will display the date when the product will be available in the requested quantity.
Delays may occur due to exceptional circumstances, such as logistical complications, thankfully these cases are rare.

How can I pay for my order? 2017-11-28T16:50:52+00:00

For further information regarding the various payment options at fleur-ami.com, follow this link.

Can I order on fleur-ami.com as a private person? 2017-11-28T16:53:40+00:00

Yes, you are most welcome.

Is there a minimum order? 2017-11-28T16:54:37+00:00

Generally speaking we do not have minimum order. Please consider that for orders with a value of less than 100,00 € (net VAT), we charge a service fee of 10,00 € (net VAT).

Can I modify an order? 2017-11-28T16:56:14+00:00

Once you have placed an order you can only modify your order by telephone. Please contact our customer service at +49 (0)2154-8913-0 to modify your order, as long as the order has not yet been shipped it can be modified.

When will my credit card or PayPal account be charged? 2017-11-28T16:57:19+00:00

The credit card or PayPal account, provided by you, will be charged once the order has been placed or you will you will be receive a reminder from our sales team once the payment is due.

How will my order be delivered? 2017-11-28T17:01:19+00:00

For a safe and reliable delivery we are working with DHL for sending packages, with Dachser and DSV for european shippings and with WCL Shipping for worldwide airfreight shipments.

Do you need support?

You may contact us Monday through Friday between 08.00 a.m. and 06.00 p.m. and on Saturday between 10.00 a.m. and 04.00 p.m., at:

+49 (0) 2151 – 93521 – 0

If you do not have a telephone once, our customer service is looking forward to your e-mail:

info@fleur-ami.com

You would like to experience our products live? Then we warmly invite you to visit our new showroom.

Höhenhöfe 6, 47918 Tönisvorst

We look forward to seeing you!