Q: To be informed of restocking. Be notified when a product is back in stock.

The product you want is in our catalogue but is no longer in stock: it is waiting for renewal. To know the expected date of the return on sale: In a list of products, move the cursor over a product sheet whose item is out of stock for the estimate of the return-on-stock period, if there is any, to be displayed. In a product sheet, find the estimated return-to-stock period in the green information box. To be informed in real time of his return on sale: Click on the button provided in the product sheet. You will then receive an email as soon as the product is back in stock. Some products have limited stocks. All units may be sold between the time you receive the e-mail and your visit on the product sheet. You can unsubscribe at any time by clicking on the « Unnotify me » button. You will then not be informed of the restocking of this product. Subscribe to our Instagram page.

Q: In stock product reservation. Is it possible to reserve products which are in stock?

Our customer service department does not have the possibility to make a reservation on in-stock products. However, by using the bank transfer payment method, you are actually reserving the products selected in your order for 7 days. Without receiving payment within this period, the products will automatically be returned on sale. To learn more about our payment methods, visit our FAQ section: Payment & Invoice

Q: Duration of use of the products. How long can our plants be preserved?

The notion of life span is abstract because our plants are no longer alive. We prefer to talk about the « quality of life » or « duration of use » of preserved flowers and plants. Some plants lose their colour slightly, others darken, some curl up... Impossible to give a precise duration: the plant does not change radically from one day to the next. The proper conservation of preserved plants depends essentially on their conditions of use. It can be said that, under optimal conditions of use, preserved plants and flowers remain beautiful for many years. To know everything about the conditions of use of the products, visit our FAQs section: Terms and conditions of use Find out more with our introduction page on Preserved plants: Guidelines Go further with our article Secondnatur.com « The life span after death »

Q: Terms and conditions of use . How to use our products efficiently

All our products are different. They have distinct characteristics and each has its own specificities. In each product sheet we give you as much information as possible about the optimal way to use our products. Find out the conditions of use of each product in their product sheet: In the product description tab, for general use. Please note that these informations are not legally binding. In the conditions of use tab, for more detailed and specific ways to use the product.

Q: Preservation, what does it means ?. A short introduction to our methods.

The preserved flowers and plants are 100% natural. Their sap has been replaced by a natural and sustainable alternative. This new sap is as supple as the original one and does not evaporate: the plant does not dry out. Find here some explanations on the advantages of the preserved, as well as the different preservation processes and under what conditions they are used. Preserved flowers and plants are eco-friendly from their cultivation to their arrival in your shop: discover our commitment to the environment.

Q: To know more about it. with the SecondNatur.com magazine

To know everything about the world of preserved, check out the magazine dedicated to preserved flowers and plants. Overview of the different sections: WHAT IS IT ? | All you need to know about the techniquesECOLOGY | Plants and ecologyBUSINESS | Business and preserved plantsWORKS | Creative expression areaFRIENDS | Actors of the preserved worldINSPIRATION | Art and natureDO IT YOURSELF ! | Step by step to duplicate, improve…ABOUT US | Behind the scenes

Question 1

What are preserved flowers and plants?

Accepted Answer

Preserved flowers and plants are 100% natural.Their sap has been replaced by a natural and sustainable alternative. This new sap is as supple as the original one and does not evaporate: the plant does not dry out.Find on our website some explanations on the advantages of preserved plants, as well as the different preservation processes and under what conditions they are used.Preserved flowers and plants are eco-friendly from their cultivation to their arrival in your shop: discover our commitment to the environment here.

Question 2

Who can register on SecondFlor.com?

Accepted Answer

SecondFlor is reserved for professionals only.The good news is you don’t need to be a florist to buy the best preserved flowers and plants on the market. Whether you are an interior designer, an event/wedding planner, a business person, an artist, or a professional looking to decorate your business – you’re in the right place.Our team of experts has put together tips, interviews, inspirations & more for all pros in dedicated business files and in our specialized magazine.

Question 3

How long does a preserved flower last?

Accepted Answer

When it comes to preserved flowers and plants, we prefer to talk about the “quality of life” or “duration of use”. As they are natural products that went under unique preservation processes, it is impossible to give an expiry date. Some plants last longer than others – some lose their color slightly, others darken, curl up…All you need to know is that under optimal conditions of use, preserved plants and flowers remain beautiful for many years.

Question 4

Available stocks. Find out the quantities of products in stock.

Accepted Answer

To see the available stock of one or more products, you must be logged into your account. In a list of products, you can have a first overview of the available quantities with the help of a coloured line at the bottom of each product sheet. GREEN > 10 | ORANGE < 10 | RED = 0  You can view the products awaiting restocking in the "Soon available" tab. When a return to stock date is known, it is displayed on the product description. In a list of products, move the cursor over a product sheet so that the stock is displayed. In a product sheet, find the stock in the « Availability » section.    Kindly note that the products you store in the shopping cart are not reserved for you until you place your order.

Question 5

To be informed of restocking. Be notified when a product is back in stock.

Accepted Answer

The product you want is in our catalogue but is no longer in stock: it is waiting for renewal. To know the expected date of the return on sale: In a list of products, move the cursor over a product sheet whose item is out of stock for the estimate of the return-on-stock period, if there is any, to be displayed. In a product sheet, find the estimated return-to-stock period in the green information box.   To be informed in real time of his return on sale: Click on the button provided in the product sheet. You will then receive an email as soon as the product is back in stock. Some products have limited stocks. All units may be sold between the time you receive the e-mail and your visit on the product sheet.  You can unsubscribe at any time by clicking on the « Unnotify me » button. You will then not be informed of the restocking of this product.  Subscribe to our Instagram page.

Question 6

In stock product reservation. Is it possible to reserve products which are in stock?

Accepted Answer

Our customer service department does not have the possibility to make a reservation on in-stock products.  However, by using the bank transfer payment method, you are actually reserving the products selected in your order for 7 days. Without receiving payment within this period, the products will automatically be returned on sale.  To learn more about our payment methods, visit our FAQ section: Payment & Invoice

Question 7

Duration of use of the products. How long can our plants be preserved?

Accepted Answer

The notion of life span is abstract because our plants are no longer alive. We prefer to talk about the « quality of life » or « duration of use » of preserved flowers and plants.  Some plants lose their colour slightly, others darken, some curl up... Impossible to give a precise duration: the plant does not change radically from one day to the next. The proper conservation of preserved plants depends essentially on their conditions of use.  It can be said that, under optimal conditions of use, preserved plants and flowers remain beautiful for many years.   To know everything about the conditions of use of the products, visit our FAQs section: Terms and conditions of use Find out more with our introduction page on  Preserved plants: Guidelines  Go further with our article Secondnatur.com  « The life span after death »

Question 8

Terms and conditions of use . How to use our products efficiently

Accepted Answer

All our products are different. They have distinct characteristics and each has its own specificities.   In each product sheet we give you as much information as possible about the optimal way to use our products. Find out the conditions of use of each product in their product sheet:  In the product description tab, for general use.  Please note that these informations are not legally binding. In the conditions of use tab, for more detailed and specific ways to use the product.

Question 9

Preservation, what does it means ?. A short introduction to our methods.

Accepted Answer

The preserved flowers and plants are 100% natural.  Their sap has been replaced by a natural and sustainable alternative. This new sap is as supple as the original one and does not evaporate: the plant does not dry out.   Find here some explanations on the advantages of the preserved, as well as the different preservation processes and under what conditions they are used.   Preserved flowers and plants are eco-friendly from their cultivation to their arrival in your shop: discover our commitment to the environment.

Question 10

To know more about it. with the SecondNatur.com magazine

Accepted Answer

To know everything about the world of preserved, check out the magazine dedicated to preserved flowers and plants. Overview of the different sections:  WHAT IS IT ? | All you need to know about the techniquesECOLOGY | Plants and ecologyBUSINESS | Business and preserved plantsWORKS | Creative expression areaFRIENDS | Actors of the preserved worldINSPIRATION | Art and natureDO IT YOURSELF ! | Step by step to duplicate, improve…ABOUT US | Behind the scenes

Question 11

E.U. country. All you need to know about delivery in the E.U.

Accepted Answer

The delivery area includes: Metropolitan France, Monaco, Germany, Belgium, Austria, Italy, Spain, Ireland, Portugal, Luxembourg, Netherlands, Croatia, Greece, Bulgaria, Denmark, Hungary, Finland, Estonia, Latvia, Lithuania, Slovenia, Poland, Czech Republic, Romania, Slovakia and Sweden (limited list). In these countries, for any order: above 100€ excluding VAT, delivery is free.  less than 100€ excluding VAT, a flat rate of 8,90€ will be applied. We deliver to the Balearic Islands, Corsica, Sardinia and Sicily. Other islands are not included in our delivery area. Our shipping costs do not include any extra charges for order processing. At SecondFlor, handling is free. It takes on average 2 to 5 days for delivery in Europe. Please note that delivery times are given for information only and are not binding. We draw our customers' attention to certain particularities that can lead to longer delays: difficult to access areas, isolated areas, weather events, periods of high traffic...  No complaints can be accepted regarding delivery times.

Question 12

Countries outside the E.U.. All you need to know about delivery outside the E.U.

Accepted Answer

For any request outside mainland Europe, please contact us and provide as much information as possible.

Question 13

Delivery tracking. Know where your order is and when you will receive it.

Accepted Answer

You have just placed and confirmed your order. Once prepared in our warehouses, it is given to our shipping company. When the order is delivered to the shipping company, we send you a confirmation email with its tracking number. You can then track the shipment on www.chronopost.fr by entering this number. Our shipping company will also send you an email. You will then have the opportunity to change the date and place of delivery of your order.  In case of multi-packages, you will receive several emails. If you wish to reschedule their delivery, it will then be necessary to do so for each of the packages. Sometimes not all packages are delivered at the same time. Please check the number of tracking numbers that were sent to you by email when your order was shipped.

Question 14

Reception of the products. Instructions for the proper handling of your order.

Accepted Answer

Our shipping company makes its delivery to the address provided when the order is placed or the one determined with him following the sending of the pick-up email.  When you receive your packages, here are the instructions to follow: In all cases, delivery stops at the building door. The driver is not engaged on an indoor or upstairs delivery. It is your responsibility to be able to receive this type of delivery.  In the event of an anomaly (torn film, damaged boxes), you must specify reservations explaining the anomaly on the carrier's form in order to be able to make a claim to us.  In any case, do not hesitate to unpack your packages in front of the carrier. Only deliveries with reservations noted on the carrier's form will be processed by after-sales service.  In case of your absence or failed delivery attempts, the carrier may drop off your package(s) at a pick-up point. You will be informed by email or text message. You will then have 7 calendar days to collect the parcel before it is returned to the sender. In the event of a failed delivery, if the customer is responsible, a handling fee of 45€ will be deducted from the refund for the returned products.  For more information about after-sales service, visit our FAQs section: After-sales service

Question 15

Removal from the warehouse. You can pick up your order straight from the warehouse.

Accepted Answer

You can choose to pick up your order at the SecondFlor warehouse by your own means.  Pick-up address SecondFlor warehouse:SECONDFLOR75 RUE DE LA ROUSSATAÏO34740 VENDARGUES - FRANCE Opening hours for pick-up: Monday to Thursday from 09:00 am to 12:30 pm and from 1:30 pm to 5:30 pm. Friday from 09:00 am to 12:30 pm and from 01:30 pm to 04:30 pm. The pickup option is free of charge, leaving only the fees of the carrier of your choice or your travel expenses at your charge.  When placing an order, in the « Delivery methods » box, check the option « Pickup by the client ». After confirmation of your order, you will then be informed by email as soon as your order is ready and thus proceed to the collection of your goods.   When picking up your order at our warehouse, you must check the goods. In the event of an anomaly (non-conforming products, missing products...), you must report your reservations to the logistics manager on site. The situation will then be resolved. Please note that pick-up from the warehouse does not allow you to make your own selection from the inventory.  For security reasons, the warehouse cannot be opened to the public.

Question 16

Default address. The address that is used automatically for delivery.

Accepted Answer

When creating the account, the default billing address is also the delivery address. It is possible to add or change an address when placing an order or via the heading MY ACCOUNT > SHIPPING ADDRESSES.  For more information about the management of your delivery addresses, visit our FAQs section: Change the delivery address of my order

Question 17

Delivery to another address (same country). Choose another delivery address in the same country.

Accepted Answer

It is possible to have the goods delivered to another address in your country at the same price and contractual conditions as those applied to the billing address.  To do this, you must indicate this new address when you place your order.  It is possible to add or change an address when placing an order or via the heading MY ACCOUNT > SHIPPING ADDRESSES.  For more information about the management of your delivery addresses, visit our FAQs section: Change the delivery address of my order

Question 18

Delivery to another country. Choose a delivery address in another country

Accepted Answer

It is possible to have the goods delivered to another country as long as it is part of the following list: Metropolitan France, Monaco, Germany, Belgium, Austria, Italy, Spain, Ireland, Portugal, Luxembourg, Netherlands, Hungary, Greece, Bulgaria, Croatia, Denmark, Finland, Estonia, Latvia, Lithuania, Slovenia, Poland, Czech Republic, Romania, Slovakia and Sweden. All islands (except Corsica) and areas outside the European continent are excluded.   Please note that the pricing and contractual conditions apply depending on the country chosen for delivery.  The payment of VAT does not change because it is related to the country of invoicing, regardless of the country of delivery. To do this, you must indicate this new address when you place your order.  It is possible to add or change an address when placing an order or via the heading MY ACCOUNT > SHIPPING ADDRESSES.  For more information about the management of your delivery addresses, visit our FAQs section: Change the delivery address of my order

Question 19

Change the delivery address of my order. Create, change or delete a delivery address

Accepted Answer

When creating the account, the default delivery address is the same as the billing address.  It is possible to add, change or delete a delivery address: When placing the order, in the « Shipping address » banner.  To add an address, click on « Add a new address ». Fill in the form that appears with your postal address before confirming. Back in your shopping cart, you can then select it from the drop-down menu. To change an address, click on « Update ». Make the necessary corrections before confirming. Back in your basket, your delivery address will appear changed.  In the section MY ACCOUNT > SHIPPING ADDRESSES.  To add an address, click on « Add a new address ». Fill in the form that appears with your postal address before confirming.  To change an address, click on « Update » below the address you want to change. Make the necessary corrections before confirming.  To delete an address, click on « Delete » below the address you want to delete. A confirmation message opens, all you have to do is confirm your choice.

Question 20

Change the delivery address after confirmation of my order. Change the delivery address after completing the order

Accepted Answer

You wish to change the delivery address after having completed the order:   Before shipment: You have not yet received a notification of pick-up from our shipping company. Contact us to give us the new address and on-site contact to make the change in the system. Please note that this timeframe is very short as most orders are processed within the hour.  After shipment: Our customer service department is no longer able to make this change. However, you can contact our shipping company (see shipping email) or its local partner to deal directly with them.

Question 21

Payment by credit card. Can I pay for my order by credit card?

Accepted Answer

Payment by credit card is accepted and even recommended. This is the most secure and fastest way to make your order. Its validation only takes a few minutes and allows us to ship your goods as quickly as possible.  We only accept the following cards:   Payment by credit card on the Secondflor.com website is 100% secure by using the 3D Secure system.  Some cards are delayed debit: this allows you to naturally get a payment delay on the SecondFlor.com website.  To choose a card payment for your order:  When the order is submitted, in the « Payment Method » banner. Check the box confirming that you have read and accepted the terms of use.  The payment options appear. In the first box « Payment by credit card », click on the symbol of your card to be redirected to our secure payment site.  As part of the 3D Secure protection system, you are then redirected to your bank's authentication page before final validation of your payment. In most cases, a code is sent to you by SMS on your mobile. If you have any concerns, do not hesitate to contact your bank.  Once your 3D Secure authentication is successful, your payment is confirmed as well as your order.

Question 22

Payment by bank transfer. Can I pay for my order by bank transfer?

Accepted Answer

We accept payment by bank transfer with a minimum of 200€ of order. The details of our bank account will be provided to you when you place your order.  The order is definitively confirmed and the announced delivery time applies upon receipt of the total amount on our bank account. As a result, this payment method may delay the reception of your order.  You have 7 days to complete the transfer. After this period, your order will be automatically cancelled. To choose a payment by transfer of your order:  When the order is placed, in the « Payment Method » banner. Check the box indicating that you have read and accepted the terms of use. The payment options appear. In the second box « Pay by bank wire », click on the text to be redirected to the confirmation page of your order. On the confirmation page of your order, click on « I confirm my order » to complete your purchase and access our bank details.  If you wish to go back and change your payment method, on the confirmation page of your order, click on « Other payment methods ». As soon as we receive your payment on our bank account, you will then receive an email indicating that your order is definitively completed. It will then be sent as soon as possible.    In the event that two bank transfer orders are cancelled due to non-payment within the specified time, this payment method will be deactivated from the customer account. The account holder will then be informed by e-mail.The Customer must submit his cancellation request via the contact form, within 7 calendar days of the order validation, if he does not want to be penalized for this cancellation.

Question 23

Other payment methods. Can I pay for my order other than by credit card or bank transfer?

Accepted Answer

We do not accept any other means of payment than credit card or bank transfer.. For more information about accepted payment methods, visit our FAQs sections: Payment by credit card et Payment by bank transfer.

Question 24

Administrative mandates. Can I pay for my order by administrative mandate?

Accepted Answer

We can sell to administrations and local authorities. Please note, however, that we do not accept payment by administrative money order or other deferred payment method.  No payment delay can be negotiated for this reason.. For more information about accepted payment methods, visit our FAQs sections: Payment by credit card et Payment by bank transfer.

Question 25

Invoices. Sending and collecting your invoices.

Accepted Answer

As soon as your order is shipped, your invoice is sent to the email address in your customer account.  When you are logged in, you can view and download all your invoices at any time in the heading MY ACCOUNT > ORDERS:  You can download them in PDF format by selecting « DOWNLOAD INVOICE ».

Question 26

Minimum order . From which quantities can I order?

Accepted Answer

There is no minimum quantity of goods required to place an order.. You can buy a single unit of each of our products. Please note, however, that as a wholesaler, we offer quantity discounts starting from 10 units of each product.   For more information on quantity discounts, visit our FAQs section: Quantity Discounts  An additional benefit is possible depending on the total amount of the order. For more information, visit our FAQs section: Extra Discount.

Question 27

E.U. country. Carriage free for European Union countries.

Accepted Answer

Question 28

Countries outside the E.U.. Carriage free for countries outside the European Union.

Accepted Answer

We do not sell to countries outside the EU. However, if you are a professional with a project requiring large quantities, we can review your request on a case-by-case basis and, if the project is suitable, allow you to place an order directly on our website.

Question 29

Unshipped online order. I wish to cancel an unshipped online order:

Accepted Answer

Between professionals, both parties are considered experts. In this case, the law does not require any withdrawal period.  However, we can cancel your order manually and at your request as long as it has not yet entered the shipping process. Please note that this time frame is very short as most orders are processed within the hour.  You can contact via the contact form to discuss your options.

Question 30

Shipped online order. I wish to cancel a shipped online order:

Accepted Answer

The payment of your order is considered as a firm and definitive confirmation. Between professionals, both parties are considered experts. In this case, the law does not require any withdrawal period.  At this stage of the order, it is impossible to cancel the current shipment. No retraction will therefore be accepted. The payment will not be refunded.

Question 31

See the prices. To see our prices and quantity discounts:

Accepted Answer

After creating your professional account, you will have direct access to the prices of each of our products. All our products have several pricing levels based on the quantities requested. When the article allows it, the unit price is also displayed for information purposes (example: the price per flower in a box of 6).  In a products list, the lowest price after maximum quantity discount is displayed at the bottom of each sheet:    In a products list, move your cursor over a product sheet to display the details of the discounted prices:   In a product sheet, find the prices in the green box. The applicable price may change depending on the quantity ordered:    For more information about our discounted prices, visit our FAQs section: Quantity discount An additional benefit is possible depending on the total amount of the order. For more information, visit our FAQs section: Extra Discount. To help you with your registration, visit our FAQs section: How to create an account

Question 32

Quantity Discounts. Our prices based on the quantities ordered.

Accepted Answer

Each product has several pricing levels depending on the quantities requested:  From the first unit, you get a professional rate.  From 10 units = -10% discount.  From 20 units = -20% discount.  To see the discount prices of one or more products, you must be logged into your account.  In a list of products, move the cursor over a product sheet to display the details of the lowest price applied:   In a product sheet, find the prices that can be applied according to the quantity chosen in the price area:  In a product sheet, in the « Quantity » section, enter the desired quantity directly or use the signs « + » or « - ». You will find the total amount of the products as well as the amount saved in the box just above:  Please note that these discounts can be added to all our additional services: free and fast delivery, instant availability of the products...  This also allows wholesalers to represent several references in the line or to ease restocking. Automatic discount can be combined with our Extra Discount. An additional benefit is possible depending on the total amount of the order. For more information, visit our FAQs section: Extra Discount.

Question 33

Professional rates / wholesalers. View our different levels of price.

Accepted Answer

To access our prices you must be logged into your account.  The prices displayed are professional prices.    All our products have several pricing levels based on the quantities requested. For more information, visit our FAQs section: Quantity Discounts. An additional benefit is possible depending on the total amount of the order. For more information, visit our FAQs section: Extra Discount.

Question 34

In France. Your billing address is located in France.

Accepted Answer

Our head office is located in France (Montpellier). French and European tax rules are therefore applied.  The tax rules depend on the nature of your structure. In all cases, SecondFlor charges VAT to French companies.  Most of them, depending on their status, can recover it.

Question 35

An individual. I am interested in a personal capacity.

Accepted Answer

SecondFlor is a platform reserved for professionals. We therefore do not sell to private individuals for standard purchases or small quantities. However, if you are a private individual with a project requiring large quantities, similar to a professional need, we can review your request on a case-by-case basis and, if the project is suitable, allow you to place an order directly on our website.

Question 36

A professional in France and the E.U.. I am in Europe and interested in a professional capacity.

Accepted Answer

Question 37

A professional from outside the E.U.. I am outside Europe and interested in a professional capacity.

Accepted Answer

If you are a professional from the Contiguous United States, you can shop on secondflor.us. We do not sell to countries outside the European Union or Contiguous United States. However, if you are a professional with a project requiring large quantities, we can review your request on a case-by-case basis and, if the project is suitable, allow you to place an order directly on our website. We advise you to read all of our Terms of Sale and Delivery.

Question 38

A company being created in France or the EU. I am in Europe and interested in a future professional capacity.

Accepted Answer

If your business is in the process of being set up, you are of course welcome to order from SecondFlor to carry out your initial product tests, prepare your prototypes or build an initial selection before the official launch of your activity.   We advise you to read all of our Terms of Sale and Delivery.  To help you during your registration, visit our FAQs section: How to create an account

Question 39

An administration. I am interested as a public service.

Accepted Answer

We can sell to administrations and local authorities. Please note, however, that we do not accept payment by administrative money order or other deferred payment method.  No payment delay can be negotiated for this reason. We advise you to read all of our Terms of Sale and Delivery.  To help you during your registration, visit our FAQs section: How to create an account

Question 40

Damaged package . Your package was damaged during delivery.

Accepted Answer

Upon reception of your package, the delivery agent must wait for your verification. You must check its condition before signing the receipt.   Here are the instructions to follow: In all cases, delivery stops at the building door. The driver is not engaged on an indoor or upstairs delivery. It is your responsibility to be able to receive this type of delivery.  In the event of an anomaly (torn film, damaged boxes), you must refuse the package or specify reservations explaining the anomaly on the carrier's form in order to be able to make a claim to us.  In any case, do not hesitate to unpack your packages in front of the carrier. Only deliveries with reservations noted on the carrier's form will be processed by after-sales service.  In case of damage, damaged parcels or other problems concerning the delivery. You must send us all information within a maximum of 48 hours via the contact form. If you fail to do so, no after-sales service request will be accepted. If no reservations have been reported, no request for after-sales service will be accepted.

Question 41

Faulty products. Your product has a defect or damage.

Accepted Answer

You observe an anomaly on one or more products.  You can make a claim via our Quality Claim tool. A complete file makes it easier for us to process your claim and to respond quickly. If the anomaly is verified, we will give you a choice between:  A voucher for the amount of the faulty products.   A refund of the amount of the faulty products (within 15 days maximum).  For more informations, visit our FAQ section: Discount vouchers. To access our after-sales service tool: Where to manage my quality claims? To help you with your claim: Submit a claim

Question 42

Missing product. Your product is not in your package.

Accepted Answer

Upon reception of your package, your product is missing. Please note that our picking system is fully computerized, integrating several levels of barcode control.  1. Check your number of packages It is common for your order to be shipped in several independent packages. Each package has its own tracking number. You will receive one email per tracking number. Sometimes not all packages are delivered at the same time. Please check the number of tracking numbers that were sent to you by email when your order was shipped.  Missing products may be in another package being delivered.  During the process of creation of your claim for MISSING PRODUCTS, the system reminds you of all the tracking numbers with a direct link to the carrier in order to check the status of the shipment. If you find that one of the packages is still being delivered, you can cancel your claim while it is being created. 2. Check your invoice A mistake or omission is easy to make. We kindly ask you to check the quantity of products ordered on your invoice.  3. Making a claim   If, however, after receiving all the packages, you notice a missing product, you can make a claim via our Quality Claim tool. Our customer service will be in touch as soon as possible.  4. We process your claim If the anomaly is confirmed, we will offer you the choice between:  A voucher for the amount of missing products.    A refund of the amount of missing products (within 15 days maximum).  For more informations, visit our FAQ section: Discount vouchers. To access our after-sales service tool: Where to manage my quality claims? To help you with your claim: Submit a claim

Question 43

Incorrect order. The product received does not match the one ordered

Accepted Answer

You didn't receive the right product, the right colour, the right packaging?  Our entire order picking system is computerized. Each product is scanned and deducted from our stocks. However, our teams are not infallible and an error may occur during the preparation of your orders.  If you notice an anomaly, you can make a claim via our Quality Claim tool.A complete file makes it easier for us to deal with your claim and to respond quickly. If the anomaly is verified, we will give you a choice between:  A voucher for the amount of defective products.    A refund of the amount of the defective products (within 15 days maximum).  For more informations, visit our FAQ section: Discount vouchers. To access our after-sales service tool: Where to manage my quality claims? To help you with your claim: Submit a claim

Question 44

Delivery times not met. Your package has not been delivered within the announced time frame:

Accepted Answer

The delivery times indicated on our platform are given for information purposes only and are not binding.  We draw our customers' attention to certain particularities that can lead to longer delays: difficult to access areas, isolated areas, weather events, periods of high traffic...  In the event of a failed delivery, if the customer is responsible, a processing fee of 20% will be deducted from the voucher of the returned products with a minimum fee of 20€ for deliveries in France and 45€ for deliveries in Europe. No claims, amendments, cancellations or compensation claims can be accepted regarding delivery times.

Question 45

Why create an account. The benefits of having a SecondFlor account.

Accepted Answer

Creating an account on SecondFlor is free, instant and only for professionals.  You will then be able to:  See the professional rates.  Know the stocks in real time.  Place your orders online.  Download our free business files. Access the management interface that includes your orders, invoices, address and delivery address management as well as tools regarding the confidentiality of your personal data. You can order today.  For more information about the creation of an account, visit our FAQs section: How to create an account

Question 46

How to create an account. The steps to create your SecondFlor account.

Accepted Answer

To create your SecondFlor account select the CREATE ACCOUNT section in the top bar of our site:  Fill in the information necessary to create your pro account. All fields are mandatory:  YOUR PRO ACCOUNT Company name: If your company is in the process of being created, please check « My company is being created ». Surname / First Name / Phone number: Of the contact person in your company.  Select the primary use of our products. YOUR USER ID E-mail / Password : The email and password you want to use to log into your SecondFlor account. Your email is used as a login ID. This is also the email we will use to communicate with you.  YOUR PRO ADDRESS EU Country: The country to which your orders will be sent. Once selected, a green box appears inviting you to enter your VAT number.   If you do not have a valid VAT number, you can check « I don't have an EU VAT number » and proceed with your registration. You will be able to update your VAT number whenever you wish in your dashboard under MY ACCOUNT > PRO ACCOUNT > YOUR PRO ADDRESS after registration. Note, without a valid number all prices will include French VAT.  Address / Address (2) / Postal Code / City: This address is the address of your business account, or billing address. You can only have one billing address that you can change in your account under PRO ACCOUNT : (When you create your account, this address is also your default delivery address. You can have several delivery addresses. They can be changed in your account under the section SHIPPING ADDRESSES.) Finally, select how you found out about our website from the provided choices.   FINALIZE YOUR REGISTRATION Click on the « REGISTER » button. You will receive an email confirming the creation of your account. You have immediate access to our entire website: We retain the right to close an account without notice or compensation if the conditions of registration are not met. For more information about the creation of an account, visit our FAQs section: Why create an account

Question 47

Manage my account. Download your invoices, manage your orders, your addresses...

Accepted Answer

Once you have logged into your SecondFlor account, you can access the management of your pro account by clicking on YOUR NAME in the top bar of our site.  You will be able to track your orders, download your invoices or manage your delivery addresses: you have access to all the tools you need to make your work easier.  Your account management interface includes 5 tabs:  1. ORDERS In this tab you can view all your orders. Five functions are available for every order: DETAILS button: View detailed order information.  RE-ORDER button: Place the same order again. Some products may no longer be available. Be careful, this function removes any products already in your shopping cart.  DOWNLOAD INVOICE button: Download your invoices in PDF format. Note that they are available as soon as your order is shipped. QUALITY CLAIM button: When an order is eligible, it appears as such here. CANCEL button: Cancel your current order before it is sent to preparation. 2. QUALITY CLAIM In this area you can: Create a new claim Follow the evolution of your ongoing claims View your history Only the claims submitted through this tool will be taken into account. An order is eligible within the following time periods from the day of shipment: Last 16 days for France Last 19 days for other countries You can make 3 types of claims via our system: Missing products Product mistakes Faulty products 3. PRO ACCOUNT The 4 sections of this tab allow you to manage your contact details and password:  YOUR ACCOUNT INFORMATION: Correct/edit the name of your company and the name and phone number of the contact person in your company.  YOUR EMAIL / USER ID: Correct/edit your email/login ID. You will be asked for your password to confirm the change.  YOUR ADDRESS: Correct/edit your company's billing address. Correct/edit your VAT number. YOUR PASSWORD : You can change your password by entering your current password and then twice your new password.  4. SHIPPING ADRESSES By default your billing address is also the delivery address. This tab allows you to change, delete or add a new delivery address while keeping the billing address of your pro account.  5. PRIVACY The protection of your personal data is very important to us. Here we give you the tools to manage your personal data:  RIGHT TO OBJECT: Give or withdraw your consent to the use of your email address for marketing purposes by SecondFlor.  RIGHT TO DATA PORTABILITY: Export your business account data such as orders, personal data, billing and delivery addresses.  RIGHT TO BE FORGOTTEN: Request the deletion of your SecondFlor account and all the data it contains.

Question 48

Why this VAT number?. I am in Europe and have a valid VAT number:

Accepted Answer

Your company is located in the European Union but not in France. You may be exempt from paying French VAT.  To do this, you must enter your intra-Community VAT number in the format of your country as indicated after selecting your country. This number is automatically verified on the official European platform VIES.  To check if your VAT number is valid for cross-border transactions you can use the EU's VIES service. To find out how to add a VAT number to your account, visit our FAQs section: When creating the account.

Question 49

When creating the account. I register and add a VAT number.

Accepted Answer

When creating your account, you must fill in the Intracommunity VAT field.  It's controlled by the European VIES system. If it is not recognized, you can then make a manual validation request. Meanwhile, you are registered without a VAT number: this means that you will have to pay French VAT.  For more information on VAT validation at registration, visit our FAQs section: How to create an account. For more information on manual VAT validation, visit our FAQs section: Manual validation request.

Question 50

Manual validation request. I register and request manual VAT validation.

Accepted Answer

Your VAT number is not recognised by the European VIES system. Each country is required to update this platform. Your VAT number may not be present in its database. You can then request, via our form, a manual validation of your VAT number.  This can take several days: Indeed, there is a certain amount of delay during which our team takes note of your request.  You can also contact the administrative services in your country to ensure that your VAT number is registered at European level.  Meanwhile, you are registered without a VAT number: this means that you will have to pay French VAT.

Question 51

After the creation of the account. I add a VAT number only after registration.

Accepted Answer

After creating your account, you can update your VAT number in your managment section at any time MY ACCOUNT > PRO ACCOUNT > YOUR PRO ADRESS: It's controlled by the European VIES system. If it is not recognized, you can then make a manual validation request. Meanwhile, you are registered without a VAT number: this means that you will have to pay French VAT.  For more information on manual VAT validation, visit our FAQs section: Manual validation request.

Question 52

Delete your account . Say us goodbye...

Accepted Answer

You can request the deletion of your account in your space at any time MY ACCOUNT > PRIVACY > RIGHT TO BE FORGOTTEN : By selecting « Delete my account » a verification page asks you to confirm your choice, select « I want to request deletion of my account » to send your request:  Please note that this procedure will be done manually as soon as possible.

Question 53

Newsletter subscription. Stay in touch and enjoy SecondFlor news.

Accepted Answer

You can subscribe or unsubscribe from our marketing campaigns in your space at any time MY ACCOUNT > PRIVACY > RIGHT TO OBJECT : By clicking on « My agreements » a confirmation page asks you to validate your choice, select « I give my consent » to subscribe to our newsletter:  Select « I revoke my consent » to unsubscribe from our newsletter:

Question 54

Request for samples . You can test our products in small quantities.

Accepted Answer

We do not provide samples. However, we do not have a minimum order requirement and each product can be purchased by the unit.

Question 55

How to log in to your account. To know your username and password to log in.

Accepted Answer

When you created your account you specified an email address that acts as a login ID.  The registration confirmation email reminds you of your username and password.  If you do not find this information, however, you can use the « Forgot your password? » function:  By hovering over « LOG IN »: In the connection box that appears: By selecting « LOG IN »: On the login page to which you are redirected.  Enter your email address in the box provided before selecting « RETRIEVE PASSWORD ».  You will receive an email to reset your password in order to log in again.  Please note that you are responsible for the use and the security storage of your credentials. In case of misappropriation or unauthorised use of your credentials, please inform SecondFlor immediately via the contact form.

Question 56

Access to your personal data. How to access and retrieve all your data.

Accepted Answer

You can request to download all your personal information at any time.  In your space MY ACCOUNT > PRIVACY > RIGHT TO DATA PORTABILITY :  By selecting « Export my data » a new page opens with several options to retrieve your different data. « Export my orders » allows you to download a summary file of all orders placed on our website.  « Export my personal data » allows you to download a file containing all your account information.  « Export my addresses » allows you to download a file with all the delivery or billing addresses entered in our database.

Question 57

Discount vouchers. How to use a discount voucher when placing an order.

Accepted Answer

If you have a discount voucher, it will be applicable on your next order.  All you have to do is fill in the code of the discount voucher in the « VOUCHER CODES » field when confirming your order.  In order to avoid errors in typing the discount codes (upper/lower/case/numbers), we advise you to copy/paste them from the email in which they were sent to you.  Every voucher is usable only once and remains valid for 6 months. Once the code is inserted, select OK. The amount of the discount is automatically deducted from your order.

Question 58

In an EU country. Your billing address is located in an EU country.

Accepted Answer

Our head office is located in France (Montpellier). French and European tax rules are therefore applied.  In the event where your...  VAT NUMBER IS VALID:  You are exempt from French VAT on products but also on any delivery costs. All invoices are issued excluding taxes.  VAT NUMBER IS INVALID OR NON-EXISTENT:  French VAT will be applied on the products as well as on any delivery costs. All invoices will then be issued inclusive of all taxes.  To regularize your VAT situation, go to MY ACCOUNT > PRO ACCOUNT > YOUR PRO ADDRESS. The Customer waives the right to claim any VAT refund from SECONDFLOR. For more informations, visit our FAQs section: Manage your EU VAT number.

Question 59

Where to manage my quality claims?. I want to use the quality claim tool

Accepted Answer

Go to your customer area, heading QUALITY CLAIM. In this area you can: Create a new claim Follow the evolution of your ongoing claims View your history Only the claims submitted through this tool will be taken into account.    For more information about the eligibility of your order: Eligibility To find out which type of claim applies to you: Types of claims To help you with your claim: Submit a claim

Question 60

Eligibility . Is my order eligible?

Accepted Answer

After receiving your order, you have a period of time to make a claim. If this order is within the time limit, it is considered eligible (for a claim). An order is eligible within the following time periods from the day of shipment: Last 16 days for France Last 19 days for other countries Only the eligible orders will be available in the system. To access our after-sales service tool: Where to manage my quality claims? To find out which type of claim applies to you: Types of claims To help you with your claim: Submit a claim

Question 61

The product does not suit me. The product is as expected but I don't like it any more.

Accepted Answer

The product does not meet your expectations.  If it is in conformity with the description of its product sheet, no claim can be taken into account. For ecological and economical reasons, SecondFlor does not accept any returns or product replacements.

Question 62

Submit a claim. I want to make a claim.

Accepted Answer

In the QUALITY CLAIM tab of your account, then the new claim area, click on the Eligible orders button.  This button only appears when eligible commands are available. Select the New Claim button corresponding to the order concerned and then follow the various steps in the system. You can cancel your current claim creation at any time. To find out more about the different claims: General information on types of claims

Question 63

Follow a claim. I want to follow the progress of a claim.

Accepted Answer

Our team will process your request as quickly as possible. At each stage of the process, you will receive an email update. However, you can check the status of your claim in your account, under QUALITY CLAIM.  To view all of your claims: Claims history. Once your complaint is validated by our quality department, we will refund you via the payment method selected during the creation of your file within a maximum of 15 days.

Question 64

History of claims. I want to see my past claims.

Accepted Answer

You will find all your current and completed files in your account, under QUALITY CLAIM.  To find out more in the event of numerous claims: Excessive claims

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