Conditions of purchase

When placing your order, please remember that a delivery fee is charged on top of the price of the bouquet. This can vary between 7 and 14 euros, depending on the destination, the date, and the delivery time you choose. You can check the delivery fee that will apply to your order at any time in the order summary.
We offer two delivery methods, depending on the destination and how urgent the delivery is.

Firstly, we have three of our own logistics centres, located in Spain, Germany and Italy. In this case, orders will be delivered between 1 and 5 working days from the time they leave our warehouses. We will provide you with a tracking number, with which you can consult the status of your order at any time in your personal account area and on the website of the courier in charge of your gift.

Secondly, we work with a huge network of local florists all over the world. Thanks to them, we can extend the reach of our service and make many more people smile. They also help us to fulfil the most urgent orders.

When placing your order, you choose a delivery date, and we do everything in our power to make sure your gift arrives on that day.

Should we fail to deliver on the date you requested and the delay is less than 2 days, we will refund you the delivery costs, but we cannot offer a full refund of the order.

The exact time of delivery will always depend on our logistics partners and our local florists.
Although we work hard to deliver every single order on time, on special dates like Valentine’s Day, Mother’s Day or Christmas, there may be problems that cause delays.

If we are unable to deliver your order on the date you requested, we will deliver it on the earliest date available and refund the delivery fee with a voucher for this amount. In this case, we cannot give a refund for the order.
If your order does not arrive on your requested date, we will refund the delivery fee with a voucher for this amount to be used on your next order, but we cannot refund the total price of your order.

Please note that we do not issue refunds if the order does not arrive on time due to circumstances outside our control (if the recipient is not home at the time of delivery, for example).

If the delivery cannot be made because your chosen date is a local public holiday, your order will arrive the next working day. In this case, we cannot offer any kind of refund or send any new product.
During the purchase process, please make sure the address you provide is correct and complete. We have developed address validation functions that will help you to find your address easily, but we recommend that you double check all the fields to avoid delivery problems.

If we cannot deliver the order to its recipient because the address is incorrect or incomplete, we cannot offer any kind of refund or send another product.
If you are thinking of sending flowers to a public building, like a hospital, hotel, residence or company, please contact the centre first and find out how they handle this kind of delivery.

We will need you to provide the name and telephone number of the establishment to which you want to send your flowers, along with as many supplementary details as possible.

In the case of a hospital, for example, you should let us know the floor and ward number where the patient is staying. Please note that many hospitals do not allow deliveries in private rooms or ICU.

If you would like to send flowers to someone staying in a hotel, don’t forget to specify the name of the person who made the booking and the room number (if you know it).

We will do everything we can to make sure your bouquet reaches its recipient, but we cannot guarantee delivery if we do not know the delivery reception conditions of the destination. If the delivery cannot be made for one of these reasons, we cannot offer any kind of refund or send any new product.
Although we don’t think anyone would refuse a beautiful bouquet of flowers, if for any reason the recipient does not accept the delivery, we cannot offer any kind of refund or send any new product.
Here at FloraQueen, authenticity is important to us. This is why we prepare our bouquets by hand and select only the freshest flowers. Although we strive to make sure your bouquet looks as similar as possible to the original product photo, there may be some slight variations.

That’s the wonderful thing about working with a living product: every floral arrangement is unique. Even so, we guarantee that all our bouquets conform to the same concept and offer the quality you expect from us. Some of our bouquets may include added products, like a soft toy or chocolates. Please note that the photo displays an example of these products, and that the brand or model we send depends on availability. But don’t worry: we will make sure the item received is of a similar quality to the one displayed on our website. If you receive a product that differs slightly from the original photo, but that complies with the necessary quality standards, we cannot offer any kind of refund or send any new product.
When you place an order on our website, please remember that it will only include the products specified in the description.

For example, if you like the vase in the photo but it doesn’t appear in the description, you will have to add it to your order separately.

The photos on our website show the average size of our bouquets, and their composition and shape may vary slightly. Please consult our Substitution Policy if you would like to find out more about this.

Custom Products: Customized product images may differ depending on the product or photo you choose to put. The colors depending on where we engrave the image will change depending on the original color of the material on which the engraving will be made.

Glass engravings have no color and the images have been modified to display the final result.
In accordance with the provisions of article 103 of Spanish Law 3/2014, of 27 March, amending the consolidated text of the General Consumer and User Protection Act, the right of withdrawal does not apply to the supply of goods that are made to the consumer’s specifications or are clearly personalised, or that, due to their nature, cannot be returned or may deteriorate or expire rapidly.

Does your bouquet or plant fail to meet your quality expectations? We are really sorry to hear that your experience with us has not been a positive one. Please send us a photo of the product within 24 hours of receiving the delivery so that we can investigate what happened. We are committed to assessing your case and providing a response as soon as possible; for this reason, we need you to send us the photo within this time. Otherwise, we will be unable to help you and handle your complaint. You can send the photo through the form you will find here.

Please note that refunds are offered in the form of a voucher in your FloraQueen account to be used on your next order. The refund voucher is valid for a year and cannot be used alongside other promotions.
If you are not satisfied with one of the non-perishable items you have received, you have up to 14 calendar days to return it with the invoice and receive a refund for the item and the delivery fee. Please note that this category does not include flowers or plants. When we receive the product, we will proceed to issue a refund on the payment method you used to pay for your order.

We will need proof of delivery to approve the refund, so please send the product(s) you wish to return via registered post. We also advise you to take out insurance with the carrier you choose, in order to cover the value of the product in the event of an incident. Please note that costs incurred by sending the product back are not included in the refund.

It is very important that the products remain in their original packaging as far as possible so that we can issue a full refund. If, when you receive the order, you see that the product is not in good condition, please note down this information on the courier’s delivery note and contact us as soon as possible so that we can consider this when handling your complaint.

If you only want to return one of the items in your order, we can refund you the price of it, but not the expenses incurred by sending it back to us.

Finally, please remember that we cannot handle returns of food products, such as chocolates or drinks, if they are returned to us unsealed. As indicated in point E of article 103 of the Spanish General Consumer and User Protection Act, the right of withdrawal does not apply to contracts that concern the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where they have become unsealed after delivery.

Custom products: If you buy this type of product you will not have the right to return it, since it has been expressly manufactured.
You can pay for your order from our website using a credit or debit card (Mastercard, Visa, Visa Electron, Maestro), PayPal or Amazon Pay.
You can modify or cancel your order in the ‘My Orders’ section of your personal account, as long as its status is ‘Created’.

In this case, you can cancel it, either for a refund with the admin fees (€9.90) deducted, or for a voucher worth 100% the total amount of your order.

If you choose a refund and your currency is not the euro, the payment will be subject to the exchange rate in effect at the time of the transaction. If you prefer a voucher, it will be valid for one year. You can use it on your chosen product, but it cannot be combined with other promotions.

If your order status is ‘Being prepared’, this means that one of our florists has already started work on it, so we cannot make any changes or cancel it.
Occasionally, the florist preparing your order may not have one of the items or flowers that appear in the bouquet description in stock, and will need to substitute it with another product. Don’t worry: we guarantee that the substitute will always be of the same or higher value compared to the product you chose. Should our florist have no stock of one of the additional products you ordered, We will proceed to send you the order without this product and we will refund you with a voucher for the same price to be used on your next order.
Our florist might need to make changes to the colours of some flowers, but we assure you that the tones of the bouquet displayed on the website will be maintained.

Remember that the photo is just for demonstration purposes: we can’t guarantee that the colours in your bouquet will be exactly the same as those in the picture. For example, a pink bouquet may be paler or brighter, but it will always be pink.

This type of change does not entitle you to a refund, compensation or delivery of another product.
Customized products
Important information about the customized products:
Chocolates that are engraved: If the photo has white parts will be engraved in white chocolate so that the white will be that of the chocolate that can tend to yellow. The chocolate should be stored in a dry, dark place and not in the refrigerator. It can be stored for up to 10 weeks.
Glass engraving: The engravings have no color. The gray of the photos has been highlighted to show the final effect.
Magic Cup: The cup you receive is black. The chosen customization can only be seen when you pour hot water or coffee.

Special requests
We try to fulfil our customers’ special requests in all cases, but this is not always possible. Please note that our inability to fulfil a special request does not give you the right to a refund.