Terms and Conditions

Terms & Conditions

These Terms and Conditions govern your use of the Website and the flower shop.

1. Order Acceptance Policy

1.1 All orders received are subject to acceptance by us and we reserve the right to reject any order for a valid reason that will be communicated through email. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.

2. Changes to your order

2.1 If you wish to change your order, contact us via the contact numbers provided on the website and provide your receipt number. We’ll always do our best to make last-minute changes for you, but we can only guarantee change depending on the location and time of delivery. Communicating with our shop via call or whatsapp will highly be appreciated. Please note during peak seasons (Valentine’s Day & Mother’s Day, etc.) we are unable to guarantee to accept changes to orders within 24 hours of the intended delivery date.

3. Cancelling your order

3.1 Orders can normally be cancelled up to 24 hours before the intended delivery date. You can cancel your order by calling our shop hotlines or via whatsapp to settle the cancellation.

3.2 For peak season (Valentine’s Day and Mother’s Day, etc.), we are unable to guarantee to cancel orders within 24 hours of the intended delivery date.

4. Incorrect / Incomplete delivery information

4.1 Once we receive an incomplete delivery information, we will communicate with you with the phone number or email you provided to do some corrections, just in case that we won’t be able to contact you in any of the contact information you provided 24 hours before your delivery date, we will automatically cancel the order on our end.

4.2 We will not be liable for any delay if your order cannot be delivered due to incorrect or incomplete delivery information, and you will therefore not be entitled to a refund or compensation. Furthermore, any order delayed due to incorrect/incomplete information may result in your order not arriving in perfect condition, because of extensive delivery time which is detrimental to the quality of the flowers. As such our quality guarantee does not apply to orders being redelivered and no replacement and/or refund can be provided. To avoid such issues please ensure at least two contact telephone numbers are provided for the recipient of your order. Or provide us with additional details through the contact hotlines provided on its website.

4.3 As you order, our shop representative will be communicating with you regarding your order and for approval. Should a recipient reject delivery of an order after approval, no refund or replacement will be offered.

5. Product Substitution Policy:

5.1 Occasionally, we and our local florists may not have some items listed in the product description in stock, and substitutions of items of equal or greater value will be necessary to ensure an on-time delivery. You will also be receiving communication from the flower shop regarding the flower availability.

5.2 Should the main flower type in the bouquet have to be replaced, we will attempt to notify you by call or whatsapp message; if we are unable to reach you, we will proceed with the substitution to prevent any delay in the delivery of your order. Roses, however, will never be substituted with other flowers without requesting your confirmation first, even if that results in a delayed delivery. At the same time, please note that if we do not hear from you within 24 hours of our first call/email we will proceed with delivery of your order to avoid further delays. We will substitute them with flowers of the same or greater value.

5.3 Our florist may make changes to the color of the flowers based on freshness, styling and availability at the point of order preparation, but will always maintain the overall shades of the arrangement displayed on the Website Surely you will get a communication on this.

5.4 We cannot guarantee that the color shade will perfectly match the one shown in the picture. For instance, a blue color of bouquet may be presented in a paler or a deeper shade. The same with pink, and many other colored flowers, the shade may vary.

5.5 All vase types and colors are subject to availability in the recipient’s location. You will be communicated upon the availability of the vases in your location. You will be communicated through call or whatsapp for you to be given options of vases to choose from. Change will also be communicated 24-48 hours upon delivery.

 

6. Late Delivery

6.1 If we are unable to deliver your order on the selected date due to circumstances within our control, you will be offered compensation which may include a complimentary arrangement and/or partial refund for the flowers. Not damaged Flower arrangement must be return to us.

6.2 Please note any claim must be submitted within 3 days of the delivery date. Feel free to contact our complaint hotline provided.

 6.3 Please note that before sending out our delivery guy for delivery, we make sure that that the recipient is available. If not, then we will contact the person who made the order online.

7. Delivery Times

7.1 We cannot guarantee an exact delivery time, or the delivery time slots offered, as this depends on the availability of our logistics team and our local florists. In most cases you will be given the option of choosing between 9am-2pm, 2pm-6pm and 6pm-10pm. Delivery will take place within the time frame you selected. Speeding up delivery is possible depending on the arrangement selected and the availability of the flowers. You can call us or send us a message in whatsapp.

8. Delivery to public addresses

8.1 Orders sent to hospitals, hotels, companies, universities, or public buildings are guaranteed for delivery as far as the front reception/security desk. If your delivery is going to such a location, please provide the full name and at least two telephone numbers of the establishment and your recipient and as many delivery details as possible.

8.2 In the case of hospitals, we will need the recipient’s ward and room number. We will attempt to deliver your order in accordance with each establishment’s procedures, but we cannot be held liable if these procedures prevent successful delivery. Please note that many hospitals do not permit delivery to individual rooms, and that most ICUs do not permit flower delivery at all. Please check with the hospital before placing your order.

 

8.3 If you wish to send flowers to someone staying in a hotel, you should specify their room number (if possible) and the name of the person under which the booking was made. Please note that hotel security often does not allow our drivers past the reception. We will deliver to the reception and ask the hotel staff to call the recipient to collect the flowers from the reception. We are not liable for any delay and/or non-delivery because the hotel staff did not inform the recipient of the delivery.

9. Satisfaction Guarantee

9.1 On very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

     9.1.1 a redelivery on the next available delivery date; or

     9.1.2 a full or partial refund (% refund depends on the specific circumstances of the issue).

9.2 Typically we will not offer either a refund or a redelivery. Where flowers have been damaged, we will normally ask for them to be returned.

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