Delivery, Refunds, and Other Policies
FloraQueen is generally unable to guarantee specific delivery times. The precise time of delivery varies and depends on the schedule of our delivery personnel.In some cases, however, we are able to guarantee morning or afternoon delivery. If this is the case, you will be notified during the purchase process. Please note that morning deliveries are made before 1:00 p.m., and afternoon deliveries are made after that time. Please keep in mind that there may be additional days if there is a local holiday in our gifts distribution center Barcelona, Spain, or in the delivery country where your gifts are being sent to.
If we are unable to deliver your item on the selected date due to circumstances within our control, you are entitled to a full refund. If, on the other hand, we are unable to make a delivery as scheduled due to circumstances outside our control(the unavailability of your recipient or a wrong address, for example), we do not issue a refund.If a recipient is unavailable when we attempt delivery, we will leave a note requesting a call to schedule delivery. If appropriate, we will also contact you when delivery issues arise.
Incorrect Delivery Information
As stated above, if you have given us incorrect delivery information, we cannot offer guaranteed delivery. You will be given the opportunity to adjust the information up to two business days before the delivery date. If our delivery personnel report that the delivery address is incorrect, we will attempt to contact you and acquire new information. We will not be liable, however, if we are unable to make a delivery due to incorrect delivery information, and we will not be able to issue a refund.
Orders to hospitals, hotels, or company addresses 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 hospital, hotel, or company. In the case of hospitals, we also need the recipient’s ward and room number.
FloraQueen will attempt to deliver your bouquet in accordance with each facility’s procedures, but 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.
FloraQueen cannot issue a refund if unable to make a delivery due to these issues.
If a recipient refuses delivery, you will not be entitled to a refund.
Products and images
Products only contain the items listed in the product description.
Vases and other items are not included unless stated in the product description and are only used for display purposes.
Product photos of Flower Bouquets always represent the medium size.
Product photos are a representation of the arrangements and may vary (see Substitution Policy below).
Refund Requests and Claims
If your order was unsatisfactory, you may request a refund by submitting a claim within two businessdays after the delivery date. Please submit your claim using the Customer Service link in Your Account, includingyour contact info. In case of quality issues, after submitting the claim, our customer service agents will request that you send a digital picture of the delivered product.
To change your order, please contact Customer Service using the link in Your Account. Changes can only be made two business days or more prior to the scheduled delivery date.
Payment Processing Issues
If you provide us with incorrect or invalid credit card or payment information, we cannot process your order. We will attempt to contact you to resolve the issue, but you will be responsible for any issuesarising as a result thereof.
Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to match orders as closely as possible to the product photos and descriptions. While minor variations are sometimes necessary, the concept and value of the item ordered is always guaranteed.
Products and Images
Products only contain the items listed in the product description.Vases and other items are not included unless stated in the product description. Product photos of flower bouquets represent the average bouquet size, and may vary in minor ways (please see our Substitution Policy, below).FloraQueen is not responsible for decreased flower and plant quality due to an incorrect delivery address supplied by the sender, or a re-route requested by the sender.
Orders will always be charged in Euros. FloraQueen makes a daily adjustment to its prices for other listed currencies, but these conversions are only an approximation. FloraQueen cannot be held responsible for any currency conversion differences and/or charges made by your financial institution. For the most accurate pricing, please refer to the Euro currency option.
Cancellations for a full refund are allowed if made seven business days or more prior to the scheduled delivery date. If notice of cancelation arrives between seven and threebusiness days before the delivery date,we will deduct a six Euro administration fee from your refund. If an order is cancelled less than two business days prior to the delivery date, no refund will be issued.
If you placed two or more identical orders and you let us know about it, you will receive a full refund for the duplicated order, provided that the local florist does not make and deliver the item.
In some cases, local florists may not have some items referenced in the product description in stock, and careful substitutions of equal or greater value will be necessary. In those cases, when possible, we will ask you for permission to make a substitution.If we are unable to reach you, or there is insufficient time to do so, we will proceed with the substitution.
Roses, however, will NEVER be substituted with other flowers or floral products without requesting your confirmation first.
If a local florist does not have an added product, we will replace it with a similar one or add the money paid for the item to the value of the flowers and create a bigger bouquet.