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FAQ

Order

Example: You need five pieces of a certain item. However, only three pieces are available immediately and the other two will only be available at a later date (availability display). If you would like to receive the three available pieces of the item as a partial delivery in advance, place them separately in the shopping basket. So you put three pieces in the shopping cart (immediately available) and then separately two more pieces (available later). In addition, please write in the comments field at the end of the order that you would like to receive the available pieces directly as a partial delivery.

In principle, Swiss customers have the option of specifying a delivery address in Germany when placing their order, while the billing address is in Switzerland. The goods are delivered by the online merchant to the specified delivery address in Germany. The Swiss customer is then responsible for exporting the goods across the border into Switzerland. If the customer obtains proof of the export at German customs (completed export form / customs stamp on the invoice), he can apply for a refund of the VAT paid from the online trader with the help of the two receipts. Online traders are not obliged to refund the VAT in this case, but can offer it as a service to their customers.

We are happy to offer this service to our Swiss customers.

How does it work with the refund?

The invoice including VAT is issued by us to the Swiss customer. The billing address is the domicile in Switzerland and the delivery address is the different address in Germany.

We send the ordered goods to the delivery address in Germany.

The Swiss customer collects the consignment from the requested delivery address in Germany. The customer can only claim a refund of the VAT if he collects the goods within three months of the invoice being issued.

The customer must either have the invoice already printed out or it should be enclosed with the parcel.

With the collected goods and the invoice, the customer then goes to the German customs and has the export confirmed there by stamp (prefabricated export form is available online).

The customer sends us the invoice stamped by customs and the completed export receipt.

We issue a credit note for the originally issued invoice and issue a new invoice for the goods without charging VAT.

Any delivery costs incurred will be charged with German VAT, as the country of performance for this service is Germany.

We take the liberty of charging the customer a flat-rate processing fee of 30 euros for the additional work incurred.

Our customer service is available from Monday to Friday from 8.00 to 17.00 and every 1st +3 Saturday from 10.00 to 16.00.

Tel.: +49 (0)2151 - 93521-0

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

E-mail: [email protected]

Our customer service will be happy to help you with any questions you may have about our product range by calling +49 (0)2151 - 93521-0.

If you would like to order a particular fleur ami product in a different design or customised production, you will find more information on this under project business.

You can register with us using your email address and a password. After registration, you will receive a customer account in which you can enter your personal data. If you are already a fleur ami customer, the email address you enter will be matched with your existing customer data and your conditions will be displayed in the shop in future after you have logged in.

If you receive your delivery by DHL (parcel delivery), the DHL courier will, if possible, leave the parcel with your neighbours and leave you an information card with which neighbour he has left your shipment. If the DHL courier does not find a neighbour, he or she will leave an info card with the note at which post office you can collect your parcel the next day.

If you do not collect the parcel from the post office, it will be returned to us after 7 working days.

You also have the option of setting the DHL recipient services offered on www.mein-paket.de for your deliveries.

If you receive your delivery by forwarding agent and are not on site, the forwarding agent will bring the delivery back to the logistics centre and contact us by telephone to arrange a new delivery date. A new delivery attempt is then associated with additional costs for you as the customer. These are based on the forwarding agent's standard rate for the area. Please also note that goods that have already been ordered and are in the process of being delivered cannot be cancelled.

In order to avoid additional costs and delays in delivery, you have the option during the ordering process of specifying that you would like to plan the delivery date by means of a telephone delivery announcement from the logistics service provider. You can find information on this here

Express

Our forwarding partners deliver Monday to Friday during normal office hours between 8 am and 6 pm. Deviating delivery times as well as delivery announcements by telephone can be arranged with us upon request and for an additional charge.

For more information on additional shipping services and costs, please click here.

What happens if I refuse to accept my order?

Please note that we will have to charge you for any additional costs incurred as a result.

Return of pallets

We use EURO pallets to ensure that your order is delivered intact. As these are exchange pallets, the shipping company is obliged to return them to us.

Therefore, we would like to ask you to take the goods directly from the EURO pallet upon delivery so that the truck driver can take them back immediately or to have an exchange pallet ready.

Of course, you are also welcome to collect your goods from fleur ami yourself. Please select this option within your order process and provide details of your planned collection in the relevant information field.

The shipping time of the goods varies and depends on the respective transit times of the parcel service or the forwarding agent and the destination of the goods delivery.

Yes, you can view the current status of your order in your customer account. Please log in here to do so.

Yes, fleur ami delivers worldwide.

You have the option of tracking your shipment. You can find more information here.

Of course, you can also contact our customer service at any time by phone on +49 (0)2151-93521-0 or by email.

You can order from fleur ami...


-directly on the internet in our shop

-by telephone on +49 (0) 2151 - 93521 - 0

-on our premises

-at one of our trade fairs

-or by email at [email protected]

-You can reach us by phone from Monday to Friday from 08.00 to 18.00 and on Saturdays from 10.00 to 16.00.


-Placing an order at fleur-ami.com is easy: just add the items you want to your shopping basket and then proceed to checkout. If you have a fleur ami account, you can log in with your email address.


If you do not have an account, you can create one or order as a guest.

Yes, we look forward to receiving your orders. If you need additional advice or ready-decorated vessels, please contact a Premium Partner near you.

No, generally we do not have a minimum order value. However, please understand that we have to charge a service fee of € 10.00 net for orders to retailers with a net goods value of less than € 100.00.

The fleur ami online shop is available 24 hours a day, 7 days a week. In addition to the possibility of getting an overview of our entire range, you can also use numerous filter options to find the products that are right for you. The latest news and valuable additional information about our articles and our company round off the offer of the fleur ami online shop.

  1. -By registering in the fleur ami online shop, you enjoy numerous advantages
  2. -Order status: You can check your order status in your customer account at any time.
  3. -Notepad: You can save all items that you find interesting on your notepad. If you log in again at a later date, you can quickly and easily find all the items you want on your notepad and also place your order much more quickly.
  4. -Order history: In your customer account you can see all the orders you have already placed via the online shop. This helps you to keep an overview and to find products you have already purchased.
  5. -Personal data: You have the option to change your personal data such as email address and delivery address in your customer account at any time.
  6. -Conditions: If you are already a customer of fleur ami, the registration process will synchronise you with your existing customer account, which means that in future, after you have registered, your conditions will be displayed in the shop.
  7. -News & Information: Registered customers regularly receive information about new products, offers and discount campaigns directly in the online shop.

After completing the ordering process, you can only change your order by calling our customer service on +49 (0)2151 - 93521-0, provided your order is not yet being dispatched.

Of course, you can also have your order sent to a different address. You have the option of specifying a different delivery address in the order process.

If you need to change the delivery address for urgent reasons after completing the order process, please contact our customer service on +49 (0) 2151-93521-0.

Do you need help?

You can reach us from Monday to Friday from 08:00 - 17:00 and every 1st +3rd Saturday from 10:00 - 16:00 under the following phone number:

+49 (0) 2151 – 93521 – 0

You don't have a telephone at hand? No problem! Our employees are also looking forward to your mail to

[email protected]

You want to experience our products live? Then come and visit us in our new showroom.

Höhenhöfe 6, 47918 Tönisvorst, Germany

We look forward to seeing you!

fleur ami

You can find our privacy policy >here.

Under Press you will find your contact persons and the respective contact details.

You can find our terms and conditions here.

You can view or download our current fleur ami catalogue online at the following link:

To the current fleur ami catalogue!

Our customer service is available from Monday to Friday from 8.00 to 17.00 and every 1st +3 Saturday from 10.00 to 16.00.


Tel.: +49 (0)2151 - 93521-0

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


E-mail: [email protected]

Our office as well as our warehouse are open for you from Monday to Friday from 8.00 a.m. to 6.00 p.m. and on Saturdays from 10.00 a.m. to 4.00 p.m..

The address is: Höhenhöfe 6, 47918 Tönisvorst, Germany.

You can find more detailed information on how to get there here.

If you are interested in using pictures of our products or other photos from our online shop for your own purposes, please contact our marketing department for approval.

You can reach our marketing department by phone at +49 (0)2151-93521-400 or by email.

Our customer service will be happy to help you with any questions you may have about our product range by calling +49 (0)2151 - 93521-0.

If you would like to order a particular fleur ami product in a different design or customised production, you will find more information on this under project business.

Visit our new showroom - where we present a large selection of our range - or a trade fair where we exhibit. We look forward to your visit!

You also have the opportunity to see our products live at one of our premium partners on site. Please contact us!

Many of our products are handcrafted, which gives them their special value. Of course, handmade pieces can never reach the perfection of machine-made articles. But they bear an unmistakable signature, which makes them unique and perhaps precisely because of this something special and not interchangeable.

Outdoor use

Many of our products are also suitable for outdoor use. Please pay attention to the corresponding information and symbols on the respective products.

Samples

We will be happy to provide you with samples of our products for your projects. Please contact our customer service - by phone +49 (0) 2151 - 93521-0 or by email.

The ordered goods will be delivered to the curb. This means that the goods will be made available to you on level ground in front of the property. Please ensure that you can receive the goods there.

Please also note: Should any damage occur during the transport of the goods to your house or flat in the case of voluntary assistance by the lorry driver, fleur ami cannot be held liable for this. Any damage incurred must then be settled directly by you and the haulage company.

Delivery & Shipping

In principle, Swiss customers have the option of specifying a delivery address in Germany when placing their order, while the billing address is in Switzerland. The goods are delivered by the online merchant to the specified delivery address in Germany. The Swiss customer is then responsible for exporting the goods across the border into Switzerland. If the customer obtains proof of the export at German customs (completed export form / customs stamp on the invoice), he can apply for a refund of the VAT paid from the online trader with the help of the two receipts. Online traders are not obliged to refund the VAT in this case, but can offer it as a service to their customers.


We are happy to offer this service to our Swiss customers.


How does it work with the refund?

The invoice including VAT is issued by us to the Swiss customer. The billing address is the domicile in Switzerland and the delivery address is the different address in Germany.

We send the ordered goods to the delivery address in Germany.

The Swiss customer collects the consignment from the requested delivery address in Germany. The customer can only claim a refund of the VAT if he collects the goods within three months of the invoice being issued.

The customer must either have the invoice already printed out or it should be enclosed with the parcel.

With the collected goods and the invoice, the customer then goes to German customs and has the export confirmed there by stamp (prefabricated export form is available online).

The customer sends us the invoice stamped by customs and the completed export receipt.

We issue a credit note for the originally issued invoice and issue a new invoice for the goods without charging VAT.

Any delivery costs incurred will be charged with German VAT, as the country of performance for this service is Germany.

We take the liberty of charging the customer a flat-rate processing fee of 30 euros for the additional work incurred.

The ordered goods will be delivered to the curb. This means that the goods will be made available to you on level ground in front of the property. Please ensure that you can receive the goods there.

Please also note: Should any damage occur during the transport of the goods to your house or flat in the case of voluntary assistance by the lorry driver, fleur ami cannot be held liable for this. Any damage incurred must then be settled directly by you and the haulage company.

If you receive your delivery by DHL (parcel delivery), the DHL courier will, if possible, leave the parcel with your neighbours and leave you an information card with which neighbour he has left your shipment. If the DHL courier does not find a neighbour, he or she will leave an info card with the note at which post office you can collect your parcel the next day.

If you do not collect the parcel from the post office, it will be returned to us after 7 working days.

You also have the option of setting the DHL recipient services offered on www.mein-paket.de for your deliveries.

If you receive your delivery by forwarding agent and are not on site, the forwarding agent will bring the delivery back to the logistics centre and contact us by telephone to arrange a new delivery date. A new delivery attempt is then associated with additional costs for you as the customer. These are based on the forwarding agent's standard rate for the area. Please also note that goods that have already been ordered and are in the process of being delivered cannot be cancelled.

In order to avoid additional costs and delays in delivery, you have the option during the ordering process of specifying that you would like to plan the delivery date by means of a telephone delivery announcement from the logistics service provider. You can find information on this here

Express

Our forwarding partners deliver Monday to Friday during normal office hours between 8 am and 6 pm. Deviating delivery times as well as delivery announcements by telephone can be arranged with us upon request and for an additional charge.

For more information on additional shipping services and costs, please click here.

What happens if I refuse to accept my order?

Please note that we will have to charge you for any additional costs incurred as a result.

Return of pallets

We use EURO pallets to ensure that your order is delivered intact. As these are exchange pallets, the shipping company is obliged to return them to us.

Therefore, we would like to ask you to take the goods directly from the EURO pallet upon delivery so that the truck driver can take them back immediately or to have an exchange pallet ready.

Of course, you are also welcome to collect your goods from fleur ami yourself. Please select this option within your order process and provide details of your planned collection in the relevant information field.
The shipping time of the goods varies and depends on the respective transit times of the parcel service or the forwarding agent and the destination of the goods delivery.

Yes, you can view the current status of your order in your customer account. Please log in here to do so.

Yes, fleur ami delivers worldwide.

You have the option of tracking your shipment. You can find more information here.

Of course, you can also contact our customer service at any time by phone on +49 (0)2151-93521-0 or by email.

Yes, we offer partial deliveries. You can find more information about partial deliveries here.

You can find detailed information about our shipping costs here.

To ensure that the items you order are delivered quickly and reliably, we work with DHL for parcel shipping, Dachser and DSV for Europe-wide freight forwarding and WCL Shipping for worldwide air freight shipments.

Of course, you can also have your order sent to a different address. You have the option of specifying a different delivery address in the order process.


If you need to change the delivery address for urgent reasons after completing the order process, please contact our customer service on +49 (0) 2151-93521-0.

Of course, we strive to guarantee the greatest possible availability of goods for you. Since we receive our products from production partners all over the world, delivery times vary greatly depending on the origin of the respective product. If one of the products you want is not available, our online shop will show you the date on which the desired item will be available again in the required quantity.

Delays can occur in rare exceptional cases due to traffic disruptions or errors by our logistics partners. However, this is usually very rare.

My account

Our customer service will be happy to help you on +49 (0)2151 - 93521-0

If you no longer wish to receive our newsletter, click on the corresponding link in the newsletter.
You can also indicate in your customer account that you no longer wish to receive the newsletter.
You have two options to subscribe to our newsletter. If you have registered in our shop, you can enter an e-mail address for our newsletter in your customer account. You will then receive regular offers, information about new products and important dates and much more.
Of course, you also have the option of subscribing to the newsletter without registering. You will find the corresponding field on the start page of our online shop.
If you have forgotten your password, you can have your previous password reset and assign a new password. Please click here.

Please first check whether you have entered your data correctly. If this is the case, there may also be a technical fault. Please contact a member of our customer service team.

You can change your password at any time in your customer account.

You can change your delivery address at any time in your customer account. Please note that you cannot maintain or change your company name and address via the customer account. If changes have occurred, e.g. due to a move, please contact our customer service.

You can change your email address at any time. To do so, please simply log in to your customer account.

You can register with us using your email address and a password. After registration, you will receive a customer account in which you can enter your personal data. If you are already a fleur ami customer, the email address you enter will be matched with your existing customer data and your conditions will be displayed in the shop in future after you have logged in.

The fleur ami online shop is available 24 hours a day, 7 days a week. In addition to the possibility of getting an overview of our entire range, you can also use numerous filter options to find the products that are right for you. The latest news and valuable additional information about our articles and our company round off the offer of the fleur ami online shop.

Return & Complaint

Our customer service is available from Monday to Friday from 8.00 to 17.00 and every 1st +3 Saturday from 10.00 to 16.00.

Tel.: +49 (0)2151 - 93521-0

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

E-mail: [email protected]

Many of our products are handcrafted, which gives them their special value. Of course, handmade pieces can never reach the perfection of machine-made articles. But they bear an unmistakable signature, which makes them unique and perhaps precisely because of this something special and not interchangeable.

Outdoor use

Many of our products are also suitable for outdoor use. Please pay attention to the corresponding information and symbols on the respective products.

Samples

We will be happy to provide you with samples of our products for your projects. Please contact our customer service - by phone +49 (0) 2151 - 93521-0 or by email.

The ordered goods will be delivered to the curb. This means that the goods will be made available to you on level ground in front of the property. Please ensure that you can receive the goods there.

Please also note: Should any damage occur during the transport of the goods to your house or flat in the case of voluntary assistance by the lorry driver, fleur ami cannot be held liable for this. Any damage incurred must then be settled directly by you and the haulage company.

Open and hidden defects must be reported to us within 3 working days after delivery. Possible claims due to transport damage may otherwise not be asserted. Please contact your sales representative.

Please contact our customer service immediately - by phone at +49 (0) 21 51 - 93521-0 or by email at [email protected]

Please contact our customer service immediately - by phone at +49 (0) 21 51 - 93521-0 or by email at [email protected]

Address for returns:

fleur ami GmbH

Returns Centre

Höhenhöfe 6

47918 Tönisvorst

Payment

You will receive the invoice for your order by email to the email address you provided as soon as your order is dispatched.

At fleur ami you can pay by prepayment, PayPal, by invoice (traders only), by SEPA company direct debit and cash on collection. You can find more detailed information about our payment options here.

To protect your data, the entire ordering process is encrypted using an SSL security certificate. You can find detailed information here.

The PayPal account mentioned will be debited when the goods are ordered or you will receive a corresponding payment request and instructions from our customer service.

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