Here you will find frequently asked questions. Jump directly to questions about the topics.
Delivery and payment questions
We have been associated with the green sector for three generations. This includes garden centers, florists, nurseries and horticultural businesses and all tradespeople who resell or process our products. In some cases, we select our customers and try to maintain a balance between market coverage and exclusivity.
We calculate the shipping costs with a fair flat rate. This means you know immediately what the shipping costs will be for you. You can view the flat rates in the shipping costs overview.
Your order can usually be processed within 2-3 days. During peak season, however, the delivery time can be significantly delayed as many customers expect delivery within a certain week.
We keep sufficient quantities of most items in stock. However, these can run out quickly due to bulk purchases. If you need larger quantities, we can procure them in advance. The pre-order period in January-February is ideal for the Christmas season and the period from June-July for the spring.
We source most of our goods from overseas. Deliveries can often be delayed for various reasons. For example, the supplier is not ready on time or the ship has to take detours or spend longer in a port. In some cases, customs can still inspect a container shipment even though it was already scheduled for unloading in our warehouse.
Seasonal goods often arrive in different deliveries and can sometimes be delayed. We therefore try to find the best possible and most economical solution for you in our dispatch planning. Of course, we will deliver partial shipments to you free of charge.
You can pay by EC card, credit card or bank transfer in the pick-up store. For orders from the Lookbook and online store, we only offer payment by SEPA direct debit or bank transfer.
Your order will be sent with a delivery bill. For organizational reasons, the invoice will only be sent by e-mail after the order has been dispatched. It is therefore possible that you may not receive the invoice until later.
Purchase questions
We only supply tradespeople and resellers, especially those in the green sector. However, we will be happy to help you - either with a stationary retailer in your area or with an online store that can send you the goods. Just get in touch with us!
As a wholesaler, we only sell to tradespeople and resellers. We specialize in the needs of the following sectors:
- Floristry, gardening and landscaping
- Home furnishings and gift items
- Furniture stores
- Arts and crafts, glassware and household goods
- Interior decorators and decorators
- Hobby, craft and toys
- Stationery
- Wine, tea and gourmet shops Wine, tea and gourmet specialty stores
- Hotels, restaurants, catering and event suppliers
For other sectors, we expect a minimum purchase of 200 euros for the first purchase, the annual requirement should not be less than 600 euros.
Payment is made either by bank transfer, immediately without deduction net or after 10 days by direct debit with 2% discount.
Simply fill out the new customer application form and send us your trade license as an attachment. We will send you your online store access after checking. Here you can see our individual and graduated prices.
- Floristry, gardening and landscaping
- Home furnishings and gift items
- Furniture stores
- Arts and crafts, glassware and household goods
- Interior decorators and decorators
- Hobby, craft and toys
- Stationery
- Wine, tea and gourmet shops Wine, tea and gourmet specialty stores
- Hotels, restaurants, catering and event suppliers
For other sectors, we expect a minimum purchase of 200 euros for the first purchase, the annual requirement should not be less than 600 euros.
Payment is made either by bank transfer, immediately without deduction net or after 10 days by direct debit with 2% discount.
Simply fill out the new customer application form and send us your trade license as an attachment. We will send you your online store access after checking. Here you can see our individual and graduated prices.
We have set graduated prices for many items. You can view these in the store (after logging in). You can ask us for special prices when purchasing larger quantities.
We exhibit at various trade fairs year after year. You can find more information and dates for our trade fair stands here.
We have sales representatives in many parts of Germany, Austria, Belgium, France and Italy. Our employees will be happy to advise you and show you color-coordinated sales products using catalogs and hand samples.
We offer you our catalog app for this purpose. You can download it from the Google Play Store or the Apple App Store.
You can find an animated flip catalog in your customer area in the lower side menu after logging into the store. The flip catalog and app offer the advantage of being able to add the available products to your shopping cart immediately.
Alternatively, we can also send you the catalog as a download link by email.
You can find an animated flip catalog in your customer area in the lower side menu after logging into the store. The flip catalog and app offer the advantage of being able to add the available products to your shopping cart immediately.
Alternatively, we can also send you the catalog as a download link by email.
As we have to order quantities up to six months in advance, it can always happen that particularly popular items are sold out at short notice. We recommend that you reserve the items you want as early as possible.
Reduced items are also available in our store or in our advertising. If you need larger quantities, we will be happy to send you a current overview.
If you have forgotten your password, please click on the forgotten password function. If you are not registered with your current e-mail address, please request your access data via the contact form.
As a new customer, please register with the new customer application. You will then receive the access data after registration from our employees.
As a new customer, please register with the new customer application. You will then receive the access data after registration from our employees.
Our prices are only visible to authorized customers. This means that you must be registered with us as a customer. After your registration, it may take a few hours for us to check your data and finally activate you for our store.
Complaint questions
Please complete the complaint form and upload the relevant photos. We will then either supply a replacement or credit the item price back to you.
First we ask you to check the delivery bill. Unfortunately, it can happen that not all items ordered are always available or can be delivered at the desired time. If the item is available at a later date, we will deliver it free of charge. If the item is actually missing, please report this using the complaints form.
As we are a wholesaler, we only take back items in exceptional cases. In any case, we ask you to do this in consultation with the internal or external sales team. If the goods are not in their original packaging, are already sold out, are difficult to sell or require other reworking, we will charge 20% of the value of the goods for storage.
Please report the transport damage to the carrier immediately and sign the proof of delivery. Please email the copy to our internal sales team, who will arrange for it to be forwarded. Please report the damaged goods using the complaint form.
Please use the complaint form and let us know the item and the reason. We will then arrange for the goods to be collected.
Even if a purchase contract legally exists, we are accommodating in the event of extreme delays. Especially with seasonal goods, we understand that you cannot always store them. If the end of the season is approaching, we will inform you in good time before the goods leave our premises.
Questions about Vosteen
The seasonal program is constantly being updated, with the majority being reissued each season. We have two seasons: the spring season and the fall and Christmas season. New items often sell out very quickly and can no longer be reordered.
We deliberately do not buy any animal products such as shells or real skins and we also obtain assurances from our suppliers that wooden products come from sustainable production. When selecting packaging, we make sure that it is reduced as far as possible and consists of natural and recyclable materials.
We make every effort to process your documents quickly. As soon as we conduct interviews, recruitment can take place within a very short time.
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Delivery
As a rule, we can ship your order within 2-3 days, or faster if required. During the season (August to October and January to February) we ask you to allow for longer delivery times.
Delivery is usually made by a forwarding agent; smaller and fragile or particularly urgent shipments are sent by parcel service. The delivery time depends on the region and the distance – it takes 2-3 days on average.
Exchange / Complaint
If you have a reason for complaint, please complete the complaint form and send it to us within 8 days. You will help us to process the complaint by providing precise details. Returns from business customers are only possible in exceptional cases. We reserve the right to charge 20% of the value of the goods for storage and reconditioning.
New customer application
If you would like to become a customer with us, all you have to do is fill out our new customer application. As an importer and wholesaler, we supply only tradesmen. We would therefore like to get to know you a little better and need some information from you. We look forward to hearing from you!
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