Subjects

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My account
Buying
Cart
Delivery
Reward program

FAQ

Sign up

My account

  • My login details do not work

    Make sure you enter your username first, then your password. If you still can’t log in, please contact your account manager

  • My account is blocked, what do I do?

    If your account is blocked, it is usually because of an outstanding invoice. Log in your account and go to Pending Payments to make a payment. If you are up to date with payments, contact your account manager

Buying

  • What if I don’t reach the minimum spend?

    If you don’t reach the minimum spend, a transport fee is added on your invoice. Contact your account manager to find out what the fee is in your currency.

  • I received a promotion code, how do I use it?

    Use your promotion code in the promotion code box at check out. The promotion code amount won’t come off the order confirmation you are emailed when you’re done with shopping- but it will show on your final invoice.

  • Are the flowers I buy certified?

    Yes. To search products from certified growers. Find the category “Specials” in the sidebar on the left of the webshop and click the filter “Certified”.

  • Is it possible to pre-order flowers?

    We have pre-order lists available to order from during most of the year! Ask your account manager for more information.

  • Can I ship my order to another country?

    Sometimes it is possible to ship to another country for a wedding for example, but whether we can accommodate it depends on a number factors. Please contact your account manager to investigate the possibilities.

Cart

  • Why can’t I remove products from my cart anymore?

    Products are automatically confirmed for your selected departure date after 15 minutes of them being placed in the basket. You have 15 minutes after adding an item to change your mind and remove from your shopping cart.

  • Is it possible to split orders in my shopping cart?

    Yes! If you are ordering for different events on the same departure date, you can make an order reference for each one. Your invoice will be itemized per order reference. Go to “Order references” in your account and click the +. Then make a reference for each event - eg “Wedding Sarah” “Wedding Lucy”. When you open a product in the webshop, select the order reference in the tab with the arrow

Delivery

  • How long does it take for my order to arrive?

    It depends where you are located. Contact your account manager to find out how long it takes for your order to be delivered after it departs from the Netherlands.

  • What time will my flowers arrive?

    The time your flowers arrive may vary, depending on the volume of deliveries we have on a particular day, and the transportation to your country. Contact your account manager for more specific information about a delivery.

  • Can I get my flowers delivered in specific spot?

    Yes. Let your account manager know the spot where your flower boxes can be delivered. Somewhere safe and undercover/inside is best to protect the flowers from the elements!

  • Who is delivering my flowers?

    Depending on where you are based, your flowers may be delivered by one of our own Hoek drivers, or may be delivered via an external transport company who we have close links with.

  • There is a problem with an item I received.

    If you receive an item that is damaged or not in good condition, request a credit by uploading photos of the item to the Hoek Flowers app within 48 hours of receiving of the delivery.

  • How do I request a credit?

    Request a credit through the Hoek flowers app. ( Appstore / Playstore ) You have 48 hours after receiving the delivery to submit credits requests. It’s important to upload a photo of all the items you request a credit for. If you request a credit for five stems, please include a photo of all five stems.

Reward program

  • How do I become a Hoek Exclusive member?

    After you have completed an order with Hoek, you can become a member of Hoek Exclusive. Go to hoekexclusive.com, click “Sign up” and use your Hoek flowers client number, plus the email address associated with your flower buying account, to open your Hoek Exclusive account.

  • Can I use my points for buying flowers?

    No, it’s not possible to use your points to buy flowers- but you have access to the Hoek Exclusive shop where you can buy all kinds of goodies either for your shop or yourself!