- How do I place an order?
- Can I add a message and a photo to my order?
- Can I order the accessories that appear in the photos with the plants?
- Can I include a specific item to be delivered with my order?
- Why is my city not available on the site (or why is it greyed out?)
- I've placed my order - what happens next?
- Can I order several plants at once?
- Can I send a plant anonymously?
- Can I place an order for a future date?
- I've placed my order, can I still make changes to it?
- How do I know that my order has been delivered?
- What does the “Prepared” status in the “Orders” section of my account mean?
- I didn't receive confirmation of my order, what should I do?
- Can I cancel/make changes to my order?
- Will my plants look like the photos on the site?
- I received a discount code, how do I use it?
- I've received a gift certificate, how do I use it?
- I placed an order but forgot to enter my discount code, can I still use it for this order?
- How can I receive a receipt for my order?
How do I place an order?
Enter a postcode/delivery city and click on the date of your choice. You’ll see a list of available products. Found the perfect plant? Select your plant(s), choose a delivery time slot, and add the item(s) to your basket. You can also add accessories, such as plant misters, pruning shears and pots. Click on your basket (at the top right of the page), then click on “Order” and enter the delivery information for your recipient - be sure to double-check it for accuracy! You can then add a message and/or photo to your order and proceed to our secure payment page. Once your order has been placed, you can track it on the “My Account” page.
Can I add a message and a photo to my order?
To make your gift extra-special, you're welcome to include a photo (in .jpeg format) and a message of up to 160 characters to your order. We'll print both on photo paper and add it to your parcel. Please note that we will not print any photos or messages that contain offensive content.
Can I order the accessories that appear in the photos with the plants?
Bergamotte offers a variety of accessories to go with your new plant! Pots, candles, pruning shears and more - we update our selection regularly, so feel free to browse through the “Accessories” tab of each product page. You can add more than one accessory to your order, as long as there is enough space in your parcel. These accessories are not sold separately, so you'll need to select a plant to be able to add them to your basket. Please note that not all of the accessories that appear in the photos of our plants are available for sale - some may not be offered in our selection, and some may be out of stock.
Can I include a specific item to be delivered with my order?
If you are a business that wishes to add several items to a large number of orders, feel free to contact us at email@example.com. For non-business orders, this is unfortunately not possible. Our plant experts prepare hundreds of orders every day, following a carefully-planned schedule. Adding additional items can increase the risk of error, and we want to minimize this risk as much as possible to make sure all of our customers are perfectly happy with their order!
Why is my city not available on the site (or why is it greyed out?)
If you have entered your postcode and your city does not appear, try entering it directly in the appropriate field. If it still does not appear, make sure that you have entered the correct region.
I've placed my order - what happens next?
Once you have placed your order and made your payment, you will receive a confirmation email. A second email will then be sent with more information from one of our delivery providers (Hermes/DHL). When your order is ready for delivery, an email will be sent to inform you that it is no longer possible to modify or cancel your order. Delivery tracking information will be shown on your “My Account” page.
Can I order several plants at once?
You can add up to 3 different products in the same order. Please note that delivery charges will apply to each product, even if they are to be delivered to the same address, as our delivery providers process each parcel individually.
Can I send a plant anonymously?
The information that you provide during your order will, of course, remain confidential. Nonetheless, it is not possible to send a plant anonymously - recipients are able to find out who sent their plant by contacting our customer service team. You can, however, choose not to include a message with your order, and enter your own telephone number instead of the recipient's number. In this case, your first and last name will not be sent to the recipient.
Can I place an order for a future date?
You can order a plant up to 15 days before its planned delivery date, as long as the collection is still available for this date.
I've placed my order, can I still make changes to it?
Once your order has been placed and is therefore in the process of being prepared, you can no longer make changes to it. If there's a problem with your order, please contact our customer service team by phone or email as quickly as possible, so we can find a solution.
How do I know that my order has been delivered?
Once your order has been delivered and accepted by your recipient, its status will be shown as “Delivered” in the “My Orders” section of your account. You will only be contacted if the delivery could not be made, or if there were any problems during the delivery. It's normal if you haven't received any delivery confirmation messages - in this case, “no news is good news!”
What does the “Prepared” status in the “Orders” section of my account mean?
This means that your order is ready, and about to be sent out for delivery. You can track this on the delivery provider's website (Hermes ou DHL) using the tracking number that you will receive by email after placing your order.
I didn't receive confirmation of my order, what should I do?
A confirmation email is automatically sent every time an order is placed. First, check that the email is not in your “spam” folder. If you haven't received the email, it's likely that the email address that you used for your order contains a typo, so please contact our customer service team by phone or email so any necessary corrections can be made.
Can I cancel/make changes to my order?
If you have not yet received an email indicating that your order is being prepared, you can contact our customer service team to cancel your order, or make changes to information such as delivery time and date, address, etc. Once your order has been prepared, you can no longer make changes. Please note that because plants are perishable, they are considered an exception to the right of withdrawal. For this reason, it is not possible to exercise your right of withdrawal after receiving your plant. For more information, please see our Terms and Conditions of Sale.
Will my plants look like the photos on the site?
Yes, as far as possible! Your plant may vary slightly in size and shape, depending on our stock. Keep in mind that every plant is unique, so it's not possible for your plants to be perfectly identical to the ones in the photos on the site. We always deliver the same variety of plant that is shown on the product page, and indicate its approximate height. Feel free to browse through the product pages and get in touch with our customer service team if you have any questions. Bergamotte cannot be held responsible if the plant that you receive is slightly different from the one shown on our website.
I received a discount code, how do I use it?
Once you have added all your items to your basket, click the checkbox for “I have a discount code”. Enter the code in the appropriate field (please note that the code is case-sensitive), then click on “OK”. The discount will be automatically applied to the total of your order.
I've received a gift certificate, how do I use it?
Log in to your account. Once you have added all your items to your basket, click on the checkbox for “I have a gift certificate”. Select the amount that you would like to use, then click on “OK”. This will automatically be applied to the total of your order.
I placed an order but forgot to enter my discount code, can I still use it for this order?
Unfortunately, no. But you can, of course, use it for your next order!
How can I receive a receipt for my order?
Once you have placed your order, you will receive a payment confirmation email along with your receipt. If you did not receive your receipt as an attachment to this email, feel free to go to the “My Orders” section of your account, then click on “Download receipt” for the order of your choice.