FAQ

Once you have placed your order, you can contact our Customer Service team to change the message, date, and address no later than 24 hours before your chosen delivery date. You may not be able to change the details if the flowers are already out for delivery, but we will always do our best to accommodate your request where possible.

Once you have placed your order, you can contact our Customer Service team to cancel it no later than 36 business hours before your chosen delivery date. If a lesser period of notice is given, we will only give a refund if we have not started the preparation of your order at the time notice is given.

We cannot accept cancellations for Next Day orders.

Due to the nature of our fresh flowers, there may be occasions where we have to substitute them. If this happens, we will always endeavor to choose the next closest color or variety. If we feel that the color is very different or we need to choose a different product entirely, we will always alert you in advance of your delivery. Please also note that appropriate substitutions may be made when flowers are reaching the end of their season.

All flowers will be wrapped in our Damasque branded flowerbox, along with your personalized gift message on a Damasque branded card. Every flowerbox is carefully packaged in a cardboard delivery box to keep it secure in transit. All flowers will arrive hydrated to keep them as fresh as possible.

If you do not receive a confirmation email within a few minutes of placing your order, please double check your junk folder in case it has been routed there. You may need to mark us a ‘safe sender’ to ensure all future emails are directed to your inbox. If it’s still not there, you may have entered your email address incorrectly at the time of placing your order in which case please contact our Customer Service team who can rectify this for you.

If the flowers do not meet our high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the poor quality or damaged flowers within 72 hours of receipt in order to be eligible for a refund or replacement.

For people not used to buying garden roses, some varieties can look different from what you might expect. Some roses can show signs of dehydration or might show some damaged outer petals. The bright colors are most susceptible to discoloration of the outer petals. Garden roses need approximately 12 hours in fresh water to hydrate well. We ship our garden roses with guard petals in order to protect the blooms during shipping. We often leave this outer ‘guard’ petals on the flowers but it is not uncommon to remove an average of 5 petals per bloom to your liking.

Keep flowers away from direct sunlight, drafts, or excessive heat. Remember that exposing garden roses to warmer environments (outside, a hot room, etc) will help the flower bloom, and keeping your roses in a cooler environment will slow down the opening process.

Damasque currently delivers to all postcodes within The Netherlands.

You will receive a tracking link from the courier company* informing you when your order is on its way. It is helpful to be in on the day of the delivery, if you are not in, our carrier will take your order to a local collection point or deliver it at a neighbor’s house.

If your flowers haven’t arrived, you can contact our Customer Service team who can check directly with our carrier. Please note that we do not take responsibility for incorrect addresses. In case of an incorrect address given to us, we will do our best to redeliver the following day providing the updated address is within a reasonable range of our delivery area. An admin fee equivalent to the cost of standard delivery will be applied.

We’ll email you a tracking link when we send your order out so you can see where the delivery is. If you have not received your order, please contact our Customer Service team who can help you with this. Please note that we do not take responsibility for incorrect addresses.

Yes. To receive a VAT receipt or invoice please send an email to info@damasque.com with your order number and we will send this to you.

We accept all major credit and debit cards including Visa and Mastercard. You can also pay for your order via IDeal or Afterpay.

For the most part, our flowers are sourced directly from farms in Kenya and Colombia, with whom we’ve been working closely together for many years. For more information, visit the website of our grower in Kenya (www.tambuzi.co.ke) or our grower in Colombia (www.alexandrafarms.com)

We really value customer feedback be that the “good” or the “not so good.” If you do need to get in touch with our Customer Service team, we will be on hand to help answer your query.

To keep your flowers as fresh as possible, we recommend trimming the stems at a 45° angle on receiving them and changing the water every few days. Your flowers will also benefit from the use of flower food.

For people not used to buying garden roses, some varieties can look different from what you might expect. Some roses can show signs of dehydration or might show some damaged outer petals. The bright colors are most susceptible to discoloration of the outer petals. Garden roses need approximately 12 hours in fresh water to hydrate well. We ship our garden roses with guard petals in order to protect the blooms during shipping. We often leave this outer ‘guard’ petals on the flowers but it is not uncommon to remove an average of 5 petals per bloom to your liking.

Keep flowers away from direct sunlight, drafts, or excessive heat. Remember that exposing garden roses to warmer environments (outside, a hot room, etc) will help the flower bloom, and keeping your roses in a cooler environment will slow down the opening process. Most flowers will perform best if kept in temperatures between 10 and 15°c.

Please understand that due to the perishable nature of flowers, we are unable to accept returns on these products. However, if the flowers do not meet our high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please go to the orders section of our FAQ for more information.