Terms of purchase
Our goal is your complete satisfaction. We understand what it means to send flowers to a loved one, relatives, friends and people dear to us, that live nearby or far away, and we know how important it is to be on time with the delivery and to use always fresh quality flowers.
To be able to give you the best possible service you should take in consideration some basic conditions:
A) Correct address
It's important to provide us with all the right information about the place of the delivery and especially an active phone number in the absence of which we does not assume any liability for a missing or late delivery.
B) Product and images
Product images are indicative only and always depict the "deluxe" option of the floral gift. Vases and any other item are not included unless explicitly stated. The photos are a generic representation of the product being arranged by hand before delivered. Each flower arrangement is therefore unique and handmade, so there will never be two identical ones. Nevertheless our greatest commitment is to ensure that the ordered gift is as close as possible to the picture and the description. The roses will never be replaced with other flowers or floral products without asking for your confirmation beforehand. Our policy is always aimed at satisfying the customer and to keep the value of the chosen product.
C) Flowers: exceptions about the chosen product.
Considering the fresh flowers or plants nature of the product, sometimes it may be partially or completely unavailable at the time of purchase. In this case we will deliver a floral arrangement of the same amount trying to preserve the colours and the occasion of delivery of the product as much as possible (e.g. a funeral bouquet will be never sent as replacement for a festive event like a birthday or a wedding).
The customer accepts these conditions, in the alternative they should ask and make sure in advance that the chosen product is available, otherwise what is written in "exceptions about the chosen product" will be valid, and no request for a partial or full refund can be issued.
D) Delivery of cakes, sweets and fresh products: Conditions and exceptions.
All the cakes, sweets and fresh gifts are made before the delivery by our affiliated pastry chefs.
In some rare cases, due to the peculiar nature of our service and our fresh products, it is possible that at the time of the delivery, for some reason, the cake, desserts or fresh product selected is not available in the exact same taste (e.g. chocolate, cream). In this case we will replace the product with another currently available one of the same amount and type (e.g. a cake will never replaced by assorted sweets) without giving any notice.
The customer accepts these conditions, in the alternative they should ask in advance if the chosen product is available, otherwise what is written in "Conditions and exceptions" will be valid and no request for a partial or full refund can be issued.
We can deliver cakes, sweets and freshly made gifts even on the same day. However, it is preferable that orders of these products to arrive a few days in advance, so we can best satisfy your request.
E) Time of delivery
Several delivery options are available.
Working day delivery: delivery costs are already included in the price, in this case delivery will take place from 10 a.m. to 9 p.m. without time constraints.
Morning: paid option that allows deliveries from 10 a.m. to 2:30 p.m.
Afternoon: paid option that allows deliveries from 4 p.m. to 9 p.m.
F) Extra Deliveries
Urgent delivery: paid option that allows deliveries within 2 hours.
Specific time delivery: paid option that allows deliveries at a specific time.
Out of hours: paid option that allows deliveries outside regular store hours, from 9 p.m. to midnight and from 7 a.m. to 9 a.m.
G) Special Occasion
In general, it's always better to place the order 2-3 days in advance of festive days. In any case we will accept orders as long as we are able to dispatch them properly. However, on special occasions, we can not guarantee a timely delivery for orders received at the very last minute, but we will still make the delivery as soon as possible. In the most important public holidays, deliveries are made throughout the day without any time constraints. It's still in our interest to try to meet your requests as much as possible.
In particular, for the following dates:
Valentine's Day: In general it is preferable to place the order a few days in advance because, due the high volume of orders, orders may be blocked if made at the last moment. Last minute orders may be dispatched the following day or even after 2 days.
N.B. (specifically): On February 14, Valentine's Day, the conditions can vary in real time depending on traffic, and the instant messages displayed in the step 1 at the time of purchase will inform the user of any disservice. The user can then decide whether to go on with the checkout.
Women's Day: It is preferable to place the order a few days in advance, since at a certain point, due to high number of requests, orders may be blocked if made at the last moment. For last moment orders the delivery will be made on the working day following March 8.
Mother's Day: It is preferable to place the order a few days in advance; since Mother's Day is always on Saturday, in some special cases, flowers may be delivered Saturday evening.
For last minute orders, the "urgent delivery" option is available even on Sunday.
Christmas and New Year's day: In general all deliveries are made 1-2 days before December 25 or January 1. For last minute orders, the delivery will be made on the first working day after December 25 or January 1.
H) Local Public Holiday
Public holidays: If the delivery date coincides with a our public holiday your gift will be sent on the first available date.
Closing days: The weekly closing day is Monday and Sunday, the delivery will be postponed to the next day.
I) Deliveries to hospitals, hotels, ports, airports, ships and offices
For deliveries to hospitals, hotels and offices to go smoothly, it is necessary to enter the telephone number of the hospital, hotel or company, as well as that of the recipient.
In the case of hospitals, the room number is essential too.
In the case of hotels and Bed and Breakfasts, the room number should be entered as well. Flowers are often left at the reception since not all hotels allow to place the flowers directly in the rooms.
In the case of airports and ships, it is often impossible to go inside to make the delivery; in this case, the recipient will be told to go outside and pick the flowers at the entrance.
In the case of the churches and mortuaries, it is essential to specify the time and place of the funeral accurately.
We will send your floral gift in accordance with the procedures and regulations of the facility of destination, so it can't be held responsible if some of these procedures prevent the smooth completion of the delivery. In fact, many hospitals do not allow to us to deliver flowers personally to a patient's room.
We will not give any refund if the delivery fails due to any regulations imposed by the facility of destination.
L) Cancellation and variation of an order
If you wish to cancel an order or change the type of a bouquet, plant or fresh product, since the products on sale are perishable goods tailor-made for each customer that cannot be reshipped, and due to the orders beings processed right after the payment confirmation, the refund or variation is only granted if the request is made within 2 hours from when the payment is received. However in some cases, if the order has not already been processed, we may decide to cancel or change the order even after 2 hours. In this case we may retain 30% of the amount paid for management expenses.
M) Double orders
If you accidentally place 2 identical orders, one of them can be fully refunded, upon your timely request, if it has not already been sent to the recipient. Otherwise no refund can be issued and we will proceed with the delivery of the two products. We can not be held responsible for double orders placed by error.
N) Changing an order's details
In general the order's details can be changed by contacting our office within 2 hours after placing the order or until it is possible to satisfy this request.
In case of misinformation,we is not responsible for any problems that may occur during the delivery. In any case, we will always try to help you however we can; if the address is wrong we will try to contact you to have more information, but we can not be held responsible if it is not possible to reach you by phone.
We will try to redeliver in the same day and in some cases in the following day depending on availability, but this depends on the newly provided address. In some rare cases, you will have to pay at least the cost for the new delivery, otherwise in case the address is completely different from the previous one, the order will be considered properly fulfilled.
O) Integration request
For any returns not attributable to us, or when the explicit option of "do not contact the recipient before delivery" is requested by you and the latter is not at home or is not available immediately, we may at our discretion request a integration of delivery costs only.
P) Wrong credit card details
If you provide us with inaccurate credit card details, we will immediately contact you to get the correct data before proceeding with the order. In any case we is not responsible for any problems that may arise as a result of inaccurate or incorrect data supplied by the customer.
Q) Other cases in which we is not responsible
- Bad preservation of flowers or plants delivered to an incorrect address supplied by the customer.
- Deterioration of flowers and plants due to a delay in the delivery caused by wrong information supplied by the customer or by a request to deliver a different address than the one entered in the checkout.
- Unsuccessful deliveries when the recipient is not present at the address provided by the customer and is unreachable.
- If in case of a wrong address or unavailability of the recipient, the sender does not promptly provide us an alternate address.
- If weather conditions (snow, flooded roads) don't allow driving.
R) Extra Paid delivery options for the Morning and Afternoon
Morning or Afternoon deliveries as a paid option are generally always guaranteed and respected. If for some reason it was not possible to comply with them, we will refund the amount of the supplement paid. You will not be entitled to a refund of the entire order if the delivery was made within the same day.
S) Urgent deliveries
Urgent deliveries ensure the delivery from 1 to 2 hours after receiving the payment.
However this time is relative to the opening time of our stores, which may vary for each city. Typically the opening hours are from 9 a.m. to 1 p.m. and from 3 p.m. to 7 p.m.
On holidays and days before holidays, we guarantee urgent deliveries from 1 to 3 hours.
We don't make urgent deliveries on Sundays.
The user accepts these conditions for the urgent delivery service.
T) Specific time delivery
The specific time delivery option is available throughout the day from 10 a.m. to 7 p.m. and, if chosen on the previous day, before 5 p.m. If you select this option outside of service hours, the order will still be processed as an urgent order and will take priority over the others.
The user accepts these conditions for the specific time delivery service.
U) Claims and Refunds
Claims must be brought to the attention of we stating the order's number, the sender's information, and by providing clear pictures that highlight what is wrong in the delivered product. In any event, all complaints must be received by we within 12 hours of the delivery; this is due to the fresh nature of the product, which can undergo changes with the passing of time, therefore all claims received after the mentioned limits will be assessed with reservations.
Full reimbursement can be requested only if the delivery has not taken place due to causes attributable to we.
Examples of causes not attributable to us are: incomplete or non-existent address, absence of the recipient, rejection of the flowers by the recipient, inability to contact the recipient, incorrect or non-existent telephone numbers, and so on.
In case the service was not to your liking, you can request a partial refund of 70% of the total amount paid. In this case the flowers and associated gifts must be returned in our shop within 24 hours of the delivery. 30% will be retained for the service as the flowers are fresh, personalized products that perish quickly and are therefore impossible to resell.
V) We is freed from any liability and/or damages directly or indirectly caused by the failed delivery of an order.
If your order is not delivered for any reason attributable to us, we will be subject exclusively to a full refund of the paid amount, or alternatively to the redelivery of the order at the customer's discretion.
Z) Gift conditions
When a bouquet paired with gifts is bought (necklaces, watches, fashion accessories, etc.), in rare cases the product may be unavailable. In this case, the gift will be replaced by another one of the same brand or of greater value than the chosen one.
The user accepts this condition at the time of purchase.
AT THE TIME OF PURCHASE THE BUYER AGREES TO ALL OF THE AFOREMENTIONED TERMS OF SALE AND ARTICLES.