FAQ

  • About Your Order
  • Shipping Information
  • Order Options
  • Account Registration

About Your Order

QDo you need to make an account to make an order?
A
You can make purchases as a guest. However, by registering for an account here, you can enjoy additional features such as order history, an address book, and a favorites list. Plus, we offer many benefits including event information, early access to sales, and special coupons, so please consider registering!
QCan I customize my order?
A
In our online store, the arrangements shown in the photos are sold as displayed and cannot be customized. If you have specific requests regarding flower types or colors, please feel free to contact one of our stores directly.
QCan I select multiple delivery addresses?
A
You can specify only one delivery address per order. Please place separate orders for different delivery addresses and delivery dates.
QI have not received an order confirmation e-mail.
A
Order confirmation emails will be sent from "mail@nicolaibergmann.com." If you are using spam filter settings, please ensure that you allow emails from the "@nicolaibergmann.com" domain. Additionally, check your spam folder, as the email may have been directed there. If you suspect there may be an error with the registered email address, please contact our online shop for assistance.
QCan I make changes to my order or cancel after I finish my purchase?
A
We accept changes and cancellations up to 3 days before the specified delivery date. Please contact the online shop and let us know your order number and what you would like to change. Please note that we may not be able to accommodate all requests depending on the changes. Thank you for your understanding.
QCan I issue a receipt?
A
You can download your receipt from the link provided in your order confirmation email. Additionally, you can issue it from the "Order History" section in your My Page. If you require a receipt in English, please email our online shop with your request, including your order number, desired name, and any notes. We will send you a PDF file via email.

Shipping Information

QAre there areas where you can't deliver?
A
Currently, we only offer shipping within Japan. Please note that fresh flowers are perishable, so we do not deliver to certain remote islands and regions where shipping may take longer. Thank you for your understanding. If your area falls under these restrictions, we will contact you after reviewing your order.
QWhen will my order be delivered?
A
The earliest available delivery date varies by product, and estimated delivery times are listed on each product detail page. After selecting your items, you can choose your preferred delivery date in the cart. Please note that for areas where shipping may take longer, we may not be able to deliver on the specified date. If this is the case, we will contact you after reviewing your order.
QDo you deliver directly to Hotels or Restaurants?
A
Deliveries will be made via Yamato Transport (Kuroneko). We can ship as long as the recipient is available to receive the delivery, so please confirm this in advance. Additionally, if there are specific instructions regarding the delivery slip, such as the reservation date or staff name, please inquire about those details and enter them in the delivery address section when placing your order. Please also be aware that delays may occur due to weather or traffic conditions, so set your delivery date and time with this in mind.
QCan you deliver to hospitals?
A
We can ship to the recipient as long as you confirm they are able to receive the delivery. Please note that, due to hygiene reasons, many hospitals have restrictions on flower deliveries, so please be sure to check this in advance.
QMay I pick up my order at a nearby Nicolai Bergmann Store?
A
We do not accept in-store pickups for products ordered through our online shop. We apologize for the inconvenience, but please contact the store directly for any pickup requests.
QCan I check the current delivery status of my order?
A
Once your shipment is ready, we will send you a shipping confirmation email with the tracking number, allowing you to track your package via the provided link. Additionally, members can also check their tracking number in the order history section of their My Page after the product has shipped. If you need to change the delivery time or arrange for redirection, please contact Yamato Transport directly using this tracking number.
QHow will my items be delivered if I purchase multiple items?
A
Due to the shape and specifications of certain products, they may be delivered in multiple packages if they cannot be shipped together. Please note that there will be no additional charges for shipping due to changes in the number of packages.

Order Options

QCan I send it as a gift?
A
All orders will be packaged as gifts, and the enclosed invoice will not display product prices, so you can rest assured.
QCan I add a bag to my order?
A
We have shopping bags to match the size of your ordered product. If you wish to add a bag to your order, please select from the options in the product detail page.
QCan I add a message card?
A
Postcard-sized message cards are available. Please select "Yes" on the product selection page and enter a message of up to 150 characters. We will print the message in a centered format. Please note that symbols and emojis cannot be printed. We will adjust the font and layout.
QCan I add a Message Board (tatefuda) to my flowers?
A
We accept requests for Message Boards or "Tatefuda" on limited products. The option will be selectable for the applicable products. Please select "Yes" and enter the desired content. Please select "Yes" on the product selection page for the corresponding product and enter the desired content. After confirming your order, we will send you the layout of message board to you via e-mail.
QCan I add occasion specific gift wrapping paper? (Noshi Wrapping)
A
We apologize for the inconvenience, but we do not have Noshi Wrapping available. Please use our message cards for specific messages.

Account Registration

QHow do I sign up for an account?
A
Please sign up and register here.
By making an account, you can use convenient features such as saving your order history, address book, and wish list.
QI forgot my ID and password
A
Your ID is your email address. If you forget your password, please reset it by clicking on "Forgot your password?" on the login page.
QHow do I delete my account?
A
You can contact us at the here. Please let us know your desire to unsubscribe, along with your registered email address and name.

お問合せ　ONLINE SHOP ［10:00-17:00］
onlineshop@nicolaibergmann.com 　03-5755-3900