Depending on the delivery time, delivery date and chosen country, your order will be delivered by a nearby local florist or sent from one of our logistics centers.
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 delivery date and time, usually it’s between 7€ and 14€.
We cannot guarantee an exact delivery time, as this depends on the availability of our logistics partners and our local florists. In some cases, however, and depending on the date and destination country chosen, you will be given the option of choosing between morning (before 14:00) or afternoon delivery (after 14:00). Please keep in mind that if your order can not be delivered due to a local holiday 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 the vast majority of 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. FloraQueen 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.
If the recipient is staying at someone else’s home and it will be necessary to know the name of this person/name on the doorbell. Please make sure to provide us with this information.
Please keep in mind we can not deliver to a PO BOX, in these cases we will ask you to provide us with an alternative address.
FloraQueen cannot issue a refund if a delivery cannot be made due to these circumstances.
To make changes to your order please use your Flora Club account. You will be able to change the delivery address, card message and delivery date. You should make these changes at least two business days before the chosen delivery date. For instance, if your order is to be delivered on 16 March, you should get in contact with FloraQueen before 7 pm (CET) on 13 March.
In case of gifts you should make these changes at least two business days before the chosen delivery date. Make sure to notify us as soon as possible, if the gift has been already prepared and sent we will not be able to apply any changes (production date may vary depending on delivery country and delivery date).
If you cancel your order at least five business days prior to the scheduled delivery date, you will be entitled to a full refund. For instance, if your order is scheduled for 16 March, you must contact us before 7 pm (CET) on 10 March.
If notice of cancellation is given between five and two business days before the delivery date, an administrative fee of €10 will be deducted from your refund. For instance, if your order is to be delivered on 16 March, you must contact us before 7 pm (CET) on 13 March.
If the order is cancelled less than two business days prior to the delivery date, no refund will be issued.
In the case of gifts, if you cancel your order at least five business days prior to the scheduled delivery date, you will be entitled to a full refund. For instance, if your order is scheduled for 16 March, you must contact us before 7 pm (CET) on 10 March.
If notice of cancellation is given between five and two business days before the delivery date, an administrative fee of €10 will be deducted from your refund. In the case that the order has already been sent from our logistic center we will not be able to proceed with the cancellation and norefund will be issued (production date may vary depending on delivery country and delivery date). If the order is cancelled less than two business days prior to the delivery date, no refund will be issued.
You can use the special request box to provide more details to the florist (desired delivery time, additional information for the address, extra phone number etc). 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.
Our flower arrangements are unique and handcrafted, so no two arrangements are ever the same. Every effort is made to match orders as closely as possible to the product photographs and descriptions. While slight variations are sometimes necessary, the concept and quality of the item ordered are always guaranteed.
The images we use to illustrate our complementary products are pictures and do not represent any particular brand. These products are sent from our florists and their availability depends on the season and on stock.
Products only contain the items listed in the descriptions. Vases and other items are not included, unless explicitly stated in the product description. Photographs of flower bouquets represent the average bouquet size. There may be minor variations in the bouquet’s composition and shape. Please see our Substitution Policy below.
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. At the same time, please note that if we do not hear from you within 24h from our first 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.
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 or offer you a discount code of a greater value.
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. Same with white coloured flowers, the shade may vary.
In the event of more extreme colour changes, we will attempt to contact you to inform you. However, if we are unable to reach you, we will proceed with the colour substitution to prevent delays in the order delivery. The only exception comes with a red roses arrangement, when we will wait for you to get back to us before we proceed.
If you are not satisfied with the quality of your order, you may request a refund by submitting a claim within two business days after the delivery date. Please submit your claim using the Customer Service link in your Flora Club account, including your contact information or visit our Help Center.
In the event of any other issues such as non delivery claim, missing product etc. we kindly request you to submit your claim within 7 days always indicating your order number, please note claims submitted after this period will not be accepted.
If we are unable to deliver your order on the selected date due to circumstances within our control, you will be entitled to a refund of the value of the flowers. Please note we will not be able to reimburse the cost of the additional products.
Please note the claim can be submitted within 7 days from delivery date.
If, on the other hand, we are unable to make a delivery due to circumstances beyond our control (for instance, the recipient is not at home), you will not be entitled to a refund. Nevertheless, should the recipient be unavailable when we attempt delivery, we generally leave a note or call to schedule a new delivery time.
In case of gifts if the order is more than 3 days late you will be entitled to a full refund once the recipient refuses to accept the package.
If, on the other hand, we are unable to make a delivery due to circumstances beyond our control(for instance, the recipient is not at home), you will not be entitled to a refund. In this case the courier will leave a note for the recipient and bring the package to the closest office for pick up.
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. For example, if your order is for 16 March, you should contact us before 7 pm (CET) on 13 March.
FloraQueen 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.
If, for whatever reason, the recipient refuses to accept the delivery, you will not be entitled to a refund.
In case the recipient doesn’t pick up the package, it will be returned to FloraQueen. Once received in FloraQueen´s logistic center you will receive a full refund. This does not apply to gifts including fresh flowers - in this case flowers delivery policy applies.
You are entitled to return the product you’re not satisfied with within 15 working days to this address:
Crta. Antigua de Valencia (B-204), nr. 1
08830 Sant Boi de Llobregat
Any additional charges will not be refunded. We will offer you a discount code of the value for your next order instead.
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 prepared or delivered the item. If we have not been notified on time you will not be entitled to a refund.
Though there is the option of viewing the product price in other currencies, orders will always be charged in Euros. FloraQueen displays the prices in other 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 select the ‘euro’ currency option.
In periods characterised by a large volume of orders (such as Christmas or Valentine’s Day), some of the aforementioned policies may be subject to changes:
Changes and Cancellations: We cannot guarantee the execution of order changes or cancellations if they are not requested in the time period stipulated above.
Delivery Times: We cannot guarantee morning or afternoon delivery though you were given the option of choosing the time slot when placing your order.
In some cases, and provided notification is given when placing your order, we will not be able to guarantee the delivery of your order on the chosen date and it will be made at the first available time.
If you did not find the answer for your question here, please see Help or contact us using our Help Center/your FloraClub account.