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Customer service

Frequently asked questions about ordering, payment, delivery and warranty

We are happy to answer all your questions about our roses, ordering, payment or how your roses are packed for shipment. It is best to look here first to find the answer to your question. If your question is not listed, you can always call or email us. We are happy to help you. 

To order

You can easily order 24 hours a day, 7 days a week via the Belle Epoque website. You can pay securely via iDeal or credit card. After placing the order you will receive a confirmation email with a link where you can see when it will be delivered.

Ordering roses is easy and goes like this:

  • Find the rose of your choice and click on it.
  • Choose the desired (and available) variant: bare root, in pot or an XL climbing rose in pot.
  • Then choose the desired number.
  • Add your choice to the shopping cart.
  • Go to 'checkout now' to pay.
  • Enter your details and select the desired payment method. 
  • Once your order has been shipped, it will be processed by us. We will send you an E-mail to confirm that the order has arrived. 
  • With the limited availability of some special varieties, it is possible that a rose is not in stock. In that case you will receive an E-mail about this and we will immediately refund the purchase amount.
  • When your roses are sent you will receive another E-mail with a track & trace code. With this code you can track your order.

It is possible to change your order until your order has been shipped. You can change your order by sending an email to info@belle-epoque.nl. State your order number here.

Canceling an order is possible until your order has been shipped. Cancellation is possible by sending an e-mail to info@belle-epoque.nl with the order number.

Pay

You can pay the way you want. Payment via iDeal is of course possible, but also afterwards via Klarna. 

Payment can be made in many different ways. This is of course possible with iDeal, CreditCard, BankContact or Klarna. An option for everyone!

Unfortunately, it is not possible to pay afterwards. 

If you want to pay by invoice, please contact us. We will then manually create your order and send you the invoice. Pay attention; the invoice must be paid before we proceed with delivery. 

Delivery

Your order will usually be delivered to your home within 7 working days. If it happens that a rose is not in stock, it may take a little longer and we will inform you. 

Sometimes an order is delayed because the affiliated grower cannot deliver on time. We prefer to deliver your order all at once, so it can sometimes happen that it is delayed. Do you have a question about your order? Please send an e-mail with the order number to martijn@belle-epoque.nl and we will respond as soon as possible.

Bare root roses are moistened and wrapped in a sealed plastic bag and a box. Sealed in the packaging, the roses can be kept in a cool place (for example on the floor in the storage room or shed) for a maximum of 2 weeks. Once the bag has been opened, the roses must go straight into the ground.

We prune back roses in pots. We do this to protect the roses from the heat and lack of light. Remove the roses immediately from the box and water them well. The petals of the rose may be slightly discolored due to the lack of light in the box, but this will quickly recover. Wait until the plant starts to sprout and then plant it according to our advice. Do not remove the rose from the pot immediately, to prevent damage to the root system.

Your order will usually be delivered within 7 working days, depending on how busy it is and availability.

When we transfer your order to the shipping company, you will receive an e-mail. This contains the delivery date and track & trace code with which you can track the order.

Unfortunately, we are not yet ready to change the delivery date. It is therefore best to have the roses delivered to the neighbours. If no one is at home, DPD will come back the next day or send an e-mail indicating where you can collect the packet.

We deliver fresh roses directly from the nursery. Your order will not be collected until you have placed it. This way you are always assured of good quality.

After placing your order you will automatically receive an E-mail with the confirmation. When your order is shipped you will receive an E-mail with a track & code. Did you not receive anything? Please check your junk mail first. If you have any questions, send a message to info@belle-epoque.nl and we will contact you as soon as possible.

Unfortunately it is not possible to pick up your order. We would like to offer this opportunity in the future. 

Warranty and returns

Belle Epoque guarantees the quality that you can expect from us. Because we cannot check the circumstances and care taken, in the event of problems, an allowance is generally made in the form of a discount voucher. Please send us an email including clear photos of the plant, both close by and of its surroundings.

You have the right to return your order to Belle Epoque within 14 days of delivery, without giving any reason. You do this by notifying us by e-mail. You will receive the information from us by e-mail to return your order. You will receive the amount of purchase refunded to your account. The plants must arrive to us in healthy condition and undamaged.  

The costs incurred to return your order are for your own account. 

Another question?

Do you have a question about an order? The fastest way to contact us is via an e-mail to martijn@belle-epoque.nl.

For advice we can be reached by phone on Monday to Friday from 17:00 to 19:00 and on Saturday from 10:00 to 12:00. 

track your order

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

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