We regret that you may not cancel an order once your order is shipped/dispatched.
If, for whatever reason, the recipient refuses to accept the delivery, you will not be entitled to a refund.
You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances. A full refund will be processed and the amount should arrive in 30 working days, on the same card that was used to pay for the order.
If you are not satisfied with your order, you may request a refund by submitting a claim within two business days after the delivery date. Please submit your claim using using the e-mail address [email protected] Please ensure that you have included also the order number.
In the event of quality-related issues, we kindly request you send a digital picture of the delivered product to [email protected], indicating the order number in the email.
If, for whatever reason, you placed two or more identical orders and you notify us, we will issue a full refund for the duplicate order, provided our local florist has not made or delivered the item.
Product Substitution Policy
From time to time, 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.
Should the main flower type in the bouquet have to be replaced, we will attempt to notify you; if we are unable to reach you, we will proceed with the substitution to prevent delays in the order delivery. Roses, however, will never be substituted with other flowers without requesting your confirmation first.
If our florist does not have a certain additional product, the delivery will be made without said item and we will refund the sum of the product in question.
Colour Substitution Policy
Our florist may make changes to the colour of the flowers, but will maintain the overall shades of the bouquet displayed on the website.
Moreover, we cannot guarantee that the colour shade will perfectly match the one shown in the picture. For instance, a pink bouquet may be presented in a paler or a deeper shade.
In the event of more extreme colour changes, we will attempt to contact you to inform you thereof. If we are unable to reach you, we will proceed with the colour substitution to prevent delays in the order delivery.
Under no circumstances can we guarantee that special requests will be met. If such requests cannot be met, you will not be entitled to a refund.
Orders sent to hospitals, hotels, residential homes, companies, universities or public buildings are not guaranteed, but in most cases arrive as requested. If your delivery is going to such a location, please provide the name and telephone number of the establishment and as many details as possible.
In the case of hospitals, we will need the recipient’s ward and room number. EuropeanFlora will attempt to deliver your bouquet 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.
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.
EuropeanFlora cannot issue a refund if a delivery cannot be made due to these circumstances.
Incorrect or Incomplete Delivery Information
If you provide us with incorrect or incomplete delivery information on placing your order, we will not be able to guarantee delivery. If our delivery personnel report that the delivery address is incorrect, we will attempt to contact you to confirm the details or to acquire additional information from you. You should bear in mind that changes to said information should be made at least two business days before the scheduled delivery date
EuropeanFlora will not be liable if your order cannot be delivered due to incorrect or incomplete delivery information, and you will therefore not be entitled to a refund.
We cannot guarantee an exact delivery time, as it depends on the availability of our logistics partners and our local florists.
The delivery charge is not included in the product price, but is added during the checkout process and appears in the price breakdown. Said charge varies depending on the destination chosen as well as the delivery date and time.