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FAQ

How can we help you ? 

This page is dedicated to questions frequently asked by our customers. It was designed to provide you with answers quickly and independently. For more specific needs, our customer service is at your complete disposal.

Products

What is stabilization ?

Stabilization of plants is a unique, 100% natural, and eco-friendly process that offers numerous benefits and allows you to enjoy the beauty of nature without the hassle. Please visit our dedicated stabilization page by following this link.

What product ranges does Phocealys offer ?

As an expert in stabilized plants and dried flowers, Phocealys has assembled over 1,500 references on this wholesale platform aimed at professionals in plant decoration to allow creative freedom.

How are the products listed on the Phocealys e-commerce platform sourced ?

Concerned with the quality and traceability of our products, we have developed our range of stabilized plants and dried flowers in partnership mainly with 9 producers based in France, Italy, Spain, and the Netherlands who share our values.

What are the conditions for using stabilized products ?

Stabilized products have an estimated lifespan of 5 to 10 years. To preserve them, it is recommended to:

  - Use them exclusively indoors

  - Handle them carefully

  - Avoid direct exposure to light

  - Avoid storing them in overly humid places

Account Creation

What are the conditions to create a customer account ?

Our platform is dedicated to professionals regardless of their sector. Any professional client can create an account regardless of their legal status. We do not sell to individuals.

How to create a customer account ?

Click on the 'Create Account' button and complete the form. Not all fields are mandatory, but it is strongly advised to complete all of them for optimal functionality of our platform.

How to recover a lost password ?

Click on the 'Forgot Password' link. You will receive an email to reset your password.


Pricing & Quotes

Why aren’t product prices displayed ?

To see the prices, it is necessary to have created an account beforehand.

Volume Discounts

The rates are graduated based on the quantities purchased. Indeed, Phocealys offers you quantity discounts, the tiers of which are indicated in your shopping cart:

- 10% off for purchases of 300 euros or more
- 15% off for purchases of 500 euros or more
- 20% off for purchases of 1000 euros or more

A message will also appear as you make your purchases to inform you of the remaining amount required to qualify for a discount.


How to request a quote ?

If you don't have an account and would like to request a quote, you can send us an email to commercial@phocealys.com.

If you are logged in, all you need to do is click on the 'Request a Quote' link and fill out the dedicated product form.

Furthermore, you have the option to convert your shopping cart into a quote. To do so, simply click on the 'Convert this cart into a quote' button instead of confirming your order.


Ordering

How to place an order ?

To place an order on our platform, we invite you to follow the following steps:

For France and the European Union :

  1. Ensure that you have created an account beforehand.
  2. Log in.
  3. Select the products of your choice and add them to your cart.
  4. Review your shopping cart (references and quantities).
  5. Confirm your order.

For the United Kingdom and countries outside the European Union :

It is not possible to place an order without first requesting a quote from our customer or sales service at the email address commercial@phocealys.com. The order will be confirmed after you have accepted the quote and will be shipped after payment is received.

Is there a minimum order requirement ?

Phocealys does not require a minimum order. However, you can take advantage of discounts, and shipping costs are reduced or waived depending on the total amount in your shopping cart. The tiers are specified in your shopping cart. A message will also appear as you make your purchases to inform you of the remaining amount needed to qualify for a discount.

Shopping Cart Issues

> If certain items no longer appear in your cart when you are ready to complete your order, it is possible that the last items in question were sold in the meantime.

> If your cart is empty and/or you can't find it, please call our customer service, and we will assist in locating it for you and processing your order.

What to do when the desired products are out of stock ?

In the event of a product being unavailable, you can create an alert by clicking on the dedicated button. You will then receive an email as soon as the product in question becomes available again.

You can also contact our customer service, and if necessary, they will offer you other equivalent references.


Can products be reserved in advance ?

It is not possible to reserve products in advance, only to create an alert in case of unavailability. For large volumes, please contact our customer service.

How to cancel or modify an order ?

You can cancel or modify your order only before it is being prepared. Beyond this timeframe, no further action can be taken on your order.

Please note that this window is very short, as most orders are processed within the hour.

How to save time and reorder ?

Simply use the 'reorder' feature available from your online customer account interface.


Delivery

Which countries do you deliver to ?

We deliver to France and worldwide.

What are the delivery charges ?

  • In metropolitan France :

We offer free delivery for orders over €150 excluding taxes.

  • For Corsica :

A fixed fee of €19.6 is applied.

  • French Overseas Territories (DOM-TOM) :

Please send a quote request to our sales department, and they will provide you with an estimated transportation cost.

  • For European Union countries :

We offer free delivery for orders over €400 excluding taxes.

  • For the United Kingdom :

Shipping costs are waived if they are estimated to be less than or equal to 10% of the order's net amount. Beyond this 10% threshold, the excess cost is at your expense.

  • For international destinations :

Please send a quote request to our sales department, and they will provide you with an estimated transportation cost.

Is it possible to pick up the order directly from Phocealys' warehouse ?

If you wish to pick up your order directly from Phocealys' warehouse, please make the request to our customer service before confirming your order, or add a message in the designated field when selecting the transportation option during the order process.

My delivery address is not recognized by the store's shipping module ?

If you encounter an error message like 'there is no carrier assigned to your address' when placing an order for delivery in metropolitan France or the European Union, it is likely a software error on our end. Please call our customer service, and we will process your order.

How can I track the delivery of my order ?

  • Metropolitan France and the European Union :

When your order is shipped, you will receive an order confirmation email with the tracking number for your parcel. You can then track the progress of your shipment on www.chronopost.fr by entering this number.
You will also receive an email from our carrier that will allow you to modify the delivery date and location if needed.

  • French Overseas Territories (DOM-TOM) and International :

To track the delivery of your parcel, please send a request to customer service after shipment. We will provide you with the necessary information.

Payment & Invoicing 

What payment options do I have to pay for my order ?

When you confirm your order, you have three payment method options:

  1. Credit card or PayPal account
  2. Bank transfer
  3. Check

The order preparation will take place as soon as the transaction is validated.

How to access the history and details of my orders ?

The history of your orders is accessible in your personal account by clicking on the 'Order History and Details' icon:


What should I do if my invoice doesn't appear ?

If your invoice does not appear in your order history, please call and/or send an email through the contact form to our customer service.

How to get a refund for my credit ?

If a credit is issued to you, we ensure that the credit amount is refunded to the initial transaction's bank account as soon as possible.

If you paid via bank transfer, please send us your bank details.

If you wish to use it for a future order, please call our customer service before confirming your order.

Claims & Returns

Claims related to transport damage

In case of missing or damaged goods during transport, it is imperative to make all necessary reservations on the delivery receipt upon receipt of said goods.

These reservations must be reported to Phocealys as soon as possible (maximum of 3 days).

Our customer service will only process claims for which reservations have been noted on the carrier's delivery receipt.

Returns for Non-Conforming Orders

Any request for a return due to a non-conforming order (missing products, incorrect product) must be made and substantiated with our customer service. Any return without prior acceptance by Phocealys' customer service will be deemed inadmissible.

Complaints and Product Quality-Related Return Requests

Our products are derived from natural botanical varieties. Like all natural products, Phocealys products may exhibit some variability in color, shape, size, and texture. These natural irregularities are by no means considered manufacturing defects.

The product weight is indicated approximately and may vary depending on storage conditions.

Phocealys stabilized products are sensitive to the climatic conditions of the location where they are used or stored. Phocealys is not responsible for damages to goods due to improper use or storage.

Any claim related to product quality must be made within a maximum of one week with our customer service. No claims or quality-related return requests will be accepted without justification provided to our customer service.