FAQ
1. Orders
2. Payment
3. Shipping
4. Returns and reclaims
5. Seeds and quality
1. Orders
When will my order arrive?
We normally send your order the same day if it is placed before 12.00 pm. After you have received your order confirmation, you can expect your item to arrive within 2-4 business days outside Sweden. We send all our orders with PostNord.
What happens if i need to change or cancel my order?
Please contact us at kundtjanst@flo-rea.com as soon as possible if you want to change or cancel your order. We will do our best to process your request as soon as possible. Please note that your order is usually shipped the same day or the next business day.
What happens if I need to change my delivery address?
Please contact us at kundtjanst@flo-rea.com as soon as possible if you need to change your delivery address. We process our orders quickly, but we will do our best to assist you.
What is the status of my order?
Your order is always delivered within 2-4 days outside Sweden. If you have not received your order after 3 days, we recommend that you contact us at kundtjanst@flo-rea.com and we will try to help you as soon as possible.
Can I order more seeds to different delivery addresses?
Of course, you can, but we cannot handle different delivery addresses in the same order, so we ask you to make separate orders. You enter the address at checkout.
2. Payment
When I try to check out my shopping cart, I receive the same error message “the postal code does not match the billing address”.
This problem is with your bank, which is the card issuer for your VISA or Mastercard, not with us. The problem may be that the postal code you have provided to your bank and that is linked to your card does not match the billing address you are now entering with us. This is a security measure that the banks have put in place to prevent the use of stolen cards.
To complete your purchase, we recommend using Klarna as a payment solution and contacting the bank that issued your card to update your address.
Why isn’t my purchase going through when i try to pay with Klarna?
If your purchase is not approved when you try to pay with Klarna, it may be due to one of these reasons:
- You must be at least 18 years old to pay by invoice.
- The address you have provided is incorrect – for payment by invoice, delivery is only approved to your registered address.
- You have exceeded the maximum amount for the invoice. This amount may vary, and we ask that you contact Klarna to find out what your credit limit is.
- You have entered an incorrect personal identification number. Please note that your personal identification number is checked against the national register and the information must match in order to complete the invoice purchase.
- Klarna does not approve your credit. Contact them directly for more information about your creditworthiness.
Where do i enter my discount code?
All discounts are calculated at checkout before you check out. You can proceed to checkout by clicking the “checkout” button in your shopping cart. Then, click the arrow next to “I have a discount code” at the bottom of the mobile and in the field at the bottom left of the screen on the computer and enter your code.
- Discount codes cannot be combined with multiple discount codes or gift cards with discount codes.
What types of payment do you accept?
You can pay with Klarna at our store. The card issuers we currently accept are Visa and Mastercard.
I get the error message “the discount code doest not apply to the items in your shopping cart” at checkout when I try to use my discount code?
Our discount codes do not apply to already discounted items and cannot be combined with multiple discount codes or gift cards with discount codes.
I bought a product yesterday and now the price has been reduced. It doesn’t feel good.
Just like a physical store, we have start and end dates for our campaigns and offers.
We hope that soon there will be a new offer you can take advantage of.
Why should i pay Klarna when i ordered from you?
Our receivables are assigned to Klarna directly at the time of purchase. If you choose to pay by invoice, it is therefore at Klarna that you can settle the debt. Klarna is a professional in payments and letting them take care of the invoicing allows us to focus and become better at what we do; growing and, most importantly, seeds! If you have any questions about an invoice from Klarna, please contact them first on telephone number 08-120 120 10 (Sweden).”
3. Shipping
Which countries do you deliver to?
We have now opened for delivery within the EU. Unfortunately, we will not be delivering to Norway, Switzerland or the United Kingdom in 2023 due to customs regulations.
What is the shipping cost?
ALL ORDERS WITH ONLY SEEDS TO EU COUNTRIES (Except Sweden and Denmark)
Orders below 39 EUR
*Local Postal Service – Home Delivery 3,90 EUR
Orders above 39 EUR
* Local Postal Service – Home Delivery 0 kr
ALL ORDERS WITH ONLY SEEDS (DENMARK):
Orders below 199 DKK
* PostNord – home delivery: 29 DKK
Orders above 199 DKK
* Postnord – home delivery: Free
ORDERS INCLUDING FLOWER BULBS, TUBERS, PEONYS (EU):
Orders below 69 EUR
* UPS access point: 9,95 EUR
* UPS home delivery: 13,95 EUR
Orders above 69 EUR
* UPS access point: Free
* UPS home delivery: 5 EUR
ORDERS INCLUDING FLOWER BULBS, TUBERS, PEONYS (DENMARK):
Orders below 349 DKK
* PostNord service point: 59 DKK
Orders above 349 DKK
* PostNord service point: Free
We deliver to your nearest agent or to your door throughout EU with PostNord. We send on weekdays Monday – Friday and the normal delivery time is 2-4 business days outside from the receipt of your order outside Sweden.
How will my seeds be delivered?
The seeds will be delivered directly to your mailbox with PostNord.
We are also proud that all of our shipping is 100% climate-compensated and that all seeds are packaged in completely plastic-free recyclable materials.
Where do you deliver?
We deliver throughout whole Europe except Norway, Switzerland and United Kingdom.
What do I do if my delivery has not arrived despite it being 5 days since i placed the order.
Contact us! We will find out what the order contains, when and how it was sent, and ensure that the delivery address is correct.
4. Returns and reclaims
Do you have a return policy?
We have chosen to offer all our customers a 30-day open purchase. Email us at kundtjanst@flo-rea.com if you would like to cancel your purchase, return your item, or if any problems have arisen during delivery.
My order arrived damaged, what should I do?
Please inspect your package when you receive the delivery. If your order is damaged, photograph the package and email it to kundtjanst@flo-rea.com, and we will send you new products or give you a refund.
Do you have any guarantee?
Yes, we do! We offer a “satisfied customer guarantee”. We want all of our customers to be happy shopping with us. If you are not satisfied, we will send you new products or give you a refund.
Please note that plants are living unique products that, despite having the same name, may look different depending on the plant’s location, weather, temperature, etc.
How do i cancel my order?
Then you should, as soon as possible and no later than 30 days after receiving the goods, at your own expense, send them back. We will then, as soon as possible after we have received the goods or proof of return, refund the credited amount. To receive a full refund, the goods must be in substantially unchanged condition and should be returned in such a way that they are not damaged during transport. Seed packets must not be opened. If you return the entire order, the entire order amount, including shipping and packaging.
5. Seeds and quality
Why don’t you include separate cultivation instructions?
The cultivation instructions are directly on the package. There is also a QR code on the package that you can scan with your smartphone, which will directly link you to our website where there is a more detailed cultivation instruction.
Do you quality test your seeds?
To always guarantee the quality of our seeds, we regularly perform a number of tests. Germination tests are conducted in laboratories and in test cultivation. In the laboratory, we also test purity – which is important to ensure high quality. All our tests are performed according to ISTA’s international standard.
In addition to these tests, we also grow all the seeds in our own trial garden – a so-called growth test. Only when we have smelled a flower or tasted a vegetable ourselves, does it become part of our assortment.
Every year, we test a number of new varieties to constantly keep our assortment broad and dynamic.